Energy Casino - The player's account got blocked.

Hello, how are you? I really need your help, they blocked my account saying that I duplicated my account, and I didn't do it at any time, my document was all approved meh passport meh bank details and my address

Hello Roni.bep55,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Energy Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did the casino provide any proof of account multiplicity? Did you have any remaining balance on your casino account when it got closed? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick, yes, I have all the prints, they blocked me yesterday for no reason, I didn't do any withdrawal and yes, I have 3000 thousand euros there

They didn't offer me any proof, they just said that my account was duplicated and blocked

Thank you Roni.bep55 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Roni.bep55,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. 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 provide us with an explanation of the player's situation in more detail? Is the player's account fully verified? What steps should the player take to unblock the account and withdraw the winnings? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the 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 may negatively affect its rating.

Hi,

Our reply has been sent to Branislav.

Best Regards,

EnergyCasino

Thank you, Energy Casino Team, for your email and explanation.

Dear Roni.bep55,

Unfortunately, the casino cannot share the necessary details and data with us due to its strict policy and/or MGA's regulations. However, on the other side, we are talking about a reputable authority and ADRs.

Are you please able to submit a complaint to one of the casino's ADRs?

These are important links to file a complaint according to the casino's terms and conditions (available HERE, section 27. COMPLAINTS):

eCOGRA

ThePOGG

ODR

"If the user still feels that their complaint has not been resolved to their satisfaction, or is of responsible gambling nature and cannot be resolved through an ADR service, they can contact the Malta Gaming Authority (MGA) by email on support.mga@mga.org.mt to dispute it."

From our experience - if you decide to contact MGA itself, the email address info.mga@mga.org.mt could be useful. Alternatively, it is possible to file a complaint to MGA HERE.

I already sent more they don't answer. !

Dear Roni.bep55,

Thank you for your reply, but it is not clear what did you mean by the last information provided.

Do I understand correctly that the complaint has already been reported to one of the casino's ADRs or the authority (MGA)?

If yes, please note the process may take longer time, so I recommend you stay patient and wait for a reply.

I sent it to the mga authority

Thank you, Roni.bep55, for your confirmation.

As we cannot review the complaint sufficiently based on the above-stated, and it was already filed to the regulator, which should be able to help you, we are (temporarily) closing it as unresolved for now.

Once you have the final decision from the regulator or any of the casino's ADRs, please, let us know about the outcome. We will then be able to reconsider the complaint on our side. The casino can provide us with an update too.

It is possible to inform us by reopening this complaint or by sending the necessary information and documents to my email address (branislav.b@casino.guru). In case we are not provided with the final outcome by any party involved in a reasonable time, the complaint will be reopened by casino.guru.

I sincerely believe your issue will be carefully reviewed and resolved.

Thank you very much for your patience and understanding.

Best regards,

Branislav, Casino.Guru

Dear Roni.bep55,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at branislav.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us.

Thank you in advance for your reply.

Dear Roni.bep55,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime after providing the requested information.

Best regards,

Branislav, Casino.Guru