Energy Casino - Player's winnings have been canceled.

Hello,

Joined Energy Casino last night, did four deposits (50 GBP, 100 GBP, 200 GBP and 400 GBP) for a total of 750 GBP. Hit the jackpot on Temple Tumble 2 and withdrew 3113.03 GBP.

This morning received the following email from Energy Casino :

"During internal checks, we noticed that you already have a second player account with us. 

Please note that according to our terms and conditions:

4 i. The CLIENT is not allowed to register if he/she is already registered on Energy WEBSITES with an account. Only one account per person is allowed. Holding more than one Account is known as "multi-accounting" and is strictly forbidden and directly deemed to be fraudulent regardless of whether the other Account is registered under the user’s own details, other Energy users’ details, third parties’ details (other than Energy users) or false details. Energy reserves the right to close any CLIENT account, at any time. If we consider that multiple Accounts have been opened in genuine error, the unused balances will be returned back to the customer. If Energy has a reasonable grounds to believe that fraud has been committed, Energy reserves the right to cancel any related transaction, any bonus or any other promotion without prejudice to any other action or redress we might avail ourselves of.

The full text of the terms and conditions is available at the following link.

Therefore, due to a violation of this condition, we canceled your winnings.

Your duplicate account has been closed."

1) Only have one account with them the one I opened yesterday with correct and accurate data. Didn't have any issues with the deposits.

2) In any case, my winnings were not related to any benefit of a new account opening so would not justify canceling my winnings.

Would like to have my withdrawal and winnings correctly processed since there are no reasons it shouldn't be.

This is very frustrating, opened an account with them based on their good reputation on Casino Guru and didn't expect that one coming.

Dear Steed30031, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Thank you for your help Kristina. Answers below :

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

No. Also checked my emails and didn't find another account at this casino. More generally, don't understand how it would justify cancel my winnings and block me from withdrawing my balance. To my understanding, odds shoulds be the exact same. But again everything was fine when I was losing and have no trouble registering as well as making four deposits, sure if I would have lost the entire 750 GBP, would never have heard about it.

Have you accumulated your winnings with or without an active bonus?

Without an active bonus. Only had a bonus on the first deposit of 50 GBP, it wasn't a welcome bonus but a 25% reload bonus available to all members. All next three deposits (100 GBP, 200 GBP and 400 GBP) were cash only with no bonus associated to the balance.

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Besides the email originally sent, had another letter a deadlock letter without any additional information as well as a chat that wasn't much help as well. Will forward you both.

Thank you and let me know if you need anything else.

Thank you for your reply, Steed30031. Could you please advise if you managed to provide any documents to verify your identity before your account was blocked?

Yes, after withdrawal, they asked me to provide verification documents which I did : Driving license for ID, council tax for adress and bank statement for method of payment.

Thank you very much Steed30031 for your cooperation so far. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, Steed30031,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Energy Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Energy Casino Team,

Could you please clarify the player's situation in more detail? What advantage did the player obtain by playing in this way? If it is possible, can the casino provide us with the relevant evidence and substantiate its decision with the data?

It is possible to send the necessary evidence and/or explanation to my email address (branislav.b@casino.guru), or share it directly here, in this open thread.

In case the player is accused of using and playing with multiple accounts in Energy casino and the casino is really sure about that, the data from the original account belongs to the player - is the casino able to provide the player with the email address registered in the original account, please?

Thank you in advance for providing the information.

We would like to ask Energy Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Hi all,

Upon reviewing this account we decided to close it and confiscate winnings as we detected a previous registration under the same details but a different surname, on 2021-07-02.

In addition, this player created a second account and as a consequence the terms & conditions have been breached. Unfortunately there is nothing we can do from our end at this point.

With regards,

EnergyCasino

Hello,

As precised before, only have one account on Energy Casino and all additional documents provided will confirm all my registration details were accurate : first name, last name, adress, etc

Furthermore, looks very suspicious that the problem was only raised once I hit the jackpot and wanted to withdraw my balance and not at the initial registration, neither first deposit of 50 GBP, nor second deposit of 100 GBP, nor third deposit of 200 GBP, nor fourth deposit of 400 GBP. I am pretty certain that if I would have lost my entire deposit, issue will never have been raised at all.

I would also like to reiterate that my winning was not related to any account opening benefit or advantage since at the time only had a raw cash balance so not even sure why this argument is being raised.

Finally, after 18 days (!), not only I have not received my balance withdrawl including my winnings of 3113.03 GBP but not even a refund of my initial deposits of 750 GBP that from my understanding on Energy Casino position is not even a subject of discussion.

I really feel I was robbed, plain and simple and really don't appreciate how Energy Casino is playing the clock.

Greetings all,

Thank you, Energy Casino Team, for providing the information and for your email. I am currently waiting for your email with more details and/or supporting data. Unfortunately, we consider the provided explanation insufficient.

Hi all,

Apologies for the confusion.

Please be advised both winnings and deposits have been confiscated due to registering a new account while being blocked under Gamstop self-exclusion system. For this reason the player altered his details and registered once again under different information. As stated previously this is a clear breach of our t&c and therefore our decision stands.

Sincerely,

EnergyCasino

Seems that Energy Casino is shifting strategy now.

I am not registered at Gamstop, I don't have another account at Energy Casino and all the registration details match exactly my identity and adress as per verification documents provided, so no details were altered at all. Same details are also used at other online casinos without any issues.

And again like, for your initial other account justification, I don't think a self-exclusion registration at Gamstop means for the registered players forfeiting any existing balance for any online casino.

This is getting very tiring now and has lasted long enough now, been waiting for my money for close to three weeks. I have no interest in having my account restored at Energy Casino at this point but would require the withdrawal of my £3,113.03 balance to be processed immediately.

Would also ask Casino Guru to consider downgrading Energy Casino from their perfect reputation since I initially registered on their casino due to their impeccable rating. Something I bitterly regret now and don't wanna other potential players going through the same horrible experience I've had.

Steed30031, if a player intentionally bypasses the casino's system restrictions (a second account) and fills in fake personal data in the registration form, it is a breach of the Terms and Conditions and the casino has the right to confiscate the player's balance. The casino is not obliged to verify players earlier than upon withdrawal request.

However, this is only clarification for your query above. I see there are a few discrepancies, and I requested more information and data from the casino via email.

Dear Energy Casino,

Honestly, your explanation has changed and it does not make sense at the moment. The player claimed that he is able to verify himself, with this casino account. Moreover, if he was self-excluded/registered with GAMSTOP, he should be verified there. Then, what advantage could he get from that, and why would he do it? How can we talk about the same player?

Please see my last email. It would be good to have an explanation in more detail.

We are looking forward to hearing from you soon.

Greetings,

Based on the information received from the casino, I am extending the timer by 7 days.

Hi all,

From data available to us along with information available at open sources the connection between accounts is clear and indisputable. The player is well aware he altered the system with fake details and being registered with GAMSTOP prior to registering again. Taking this into consideration our terms and conditions in relation to duplicate account apply in full. Our decision is final and the customer has the right to raise a dispute to ADR.

Sincerely,

EnergyCasino

Cannot add any new elements than I added before, would like to reiterate that at this point not only I haven't received my balance but also haven't received the refund of my deposit of 750 GBP which is not disputed at this point since Energy Casino told me since the beginning that only winnings had been cancelled so should get at least my deposit back.

On the rest, my last name is quite rare so don't see any possibility of possible confusion with another player. would it be on the initial second account mentioned, Gamstop or whatever new explanation they come up with, these are straightforward lies.

Using same documents provided to Energy Casino, had my account verified last week at another casino without any issues or any mention of Gamstop.

As I don't see any honesty or good faith from Energy Casino and any possibility of an amicable resolution, started a dispute directly with my debit card company on the deposit and will follow up on my complaint with IBAS to get the full balance.

Don't wanna lose any more time and also don't wanna Casino Guru waste any more time with these scammers as well. As suggested earlier, would invite Casino Guru to consider downgrading Energy Casino from their perfect reputation to a questionable one .

Greetings all,

Thank you, Energy Casino, for providing all the information. I received the explanation via email and an additional clarification through the agreed call with Marco. Now the situation is clear.

Dear Steed30031,

Currently, I am waiting for additional evidence from the casino representative. Therefore, I am setting the timer for a casino representative and providing the casino with a few business days to send me the necessary data.

Once I have any news, I will let you know about it.

I am really grateful for your help with all this Branislav as well as Kristina who helped earlier but at this point any shred of trust I might have had with Enery Casino is breached and I am no longer looking for an amicable resolution. They had plenty of opportunities to make things right the last four weeks, they didn't and won't wait an additional four weeks to get my money back.

Already filed a complaint with my bank to have my 750 GBP deposit refunded ASAP, for the remainder of the balance will check with IBAS to have it refunded too.

And if it doesn't work will use all alternative options available to get my money back. And if I need to go directly at their office at Gzira, I will. At this point even if it costs me more than the actual balance due. At this point, this is more a matter of principle and safeguarding other potential players from future scams.

Thank you for the update and information, Steed30031.

However, I would like to wait for the additional data and evidence from the casino.

Then I will further proceed with the complaint according to the all gathered data.

Dear Steed30031,

Did you already submit a complaint with ADR (IBAS)?

Could you please provide me with the photos of your ID sent to the casino for verification?

This is my email address: branislav.b@casino.guru.

1) This is correct for ADR complaint. It's been submitted already.

2) Sure, will send them to you right away.

Greetings all,

After gathering and reviewing all available data and information, we are rejecting this complaint due to the fact the complaint was already submitted to ADR and no possibility to verify the player's GAMSTOP self-exclusion on our side.

The provided data indicates that the player has at least 2 accounts in Energy casino with different personal data.

Although we investigate every accusation of multiple accounts using individually and we are able to accept it on very specific occasions, we do not have the resources to verify a player's self-exclusion with GAMSTOP as it is a third party service. However, ADR should be able to collect all necessary data to make a final decision in this case.

Dear Steed30031,

Once you have ADR's final decision, feel free to contact us and we will review the case again.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Thank you for your understanding.

Best regards,

Branislav, Casino.Guru