Energy Casino - Pelaajan tili on suljettu.

Energy casino blocked my account without prior notice. I contacted their support several times to ask for the reason but they won't provide any clear explanation. They also refused to pay out my winnings. I believe this treatment is unfair, and I am asking your help in resolving this issue and receiving my winnings. Thank you!

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

• I only played with slot games.
• No, I was not able to complete the verification process. The casino blocked my account before giving me a chance to finish it.
• Yes, my winnings were accumulated while a bonus was active.

Thank you very much for your reply, User8719. Do I understand correctly that you had C$1200 (dispute value) in your casino account before it was closed?

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I forwarded the emails. As you can see, they won't give me an exact reason on why they closed my account. They also refused to pay my win.

Dear User8719,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello User8719,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.

We would like to invite Energy Casino to join the conversation.

Dear Energy Casino,

I acknowledge that it is standard industry practice for casino management to reserve the right to close player accounts at its discretion. At the same time, we would kindly note that any related financial obligations are expected to be settled accordingly.

Measures such as the confiscation or withholding of player winnings are significant in nature and typically have to be supported by clear and substantiated evidence of a potential breach of the casino’s terms and conditions. At this stage, the specific grounds for such action do not appear to have been communicated to the player, which makes it difficult to consider your actions as justified.

We would therefore appreciate your cooperation in providing clarification and any relevant supporting evidence regarding the potential rule violation or other reasonable justification for your decision, so that the matter may be reviewed independently. Kindly forward the relevant information and evidence to michal.k@casino.guru.

Thank you in advance.

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.

Dear User8719,

Unfortunately, I have not received a response from the Energy Casino team through the usual communication channels.

As our objective is always to achieve a clarification and, where possible, a fair resolution of the matter, I have also attempted to contact the casino through alternative channels. In light of this, I will extend the response period by a few additional days.

I trust that the casino team will provide their response shortly.

Dear User8719,

I have received a response from the casino team, along with certain information regarding the actions taken.

I noticed this previous response from you:

No, I was not able to complete the verification process. The casino blocked my account before giving me a chance to finish it.

Does this mean that the verification process has not yet been initiated, or that it was unexpectedly interrupted?

Have you already submitted any documents to the casino for verification? If so, could you please specify which documents were provided and share them with me at michal.k@casino.guru so we can carry out an independent review?

Additionally, could you please confirm whether any of your family members, friends, or acquaintances hold an account with Energy Casino?

If they have, have you played at the casino around the same times as them? Perhaps during a visit or gathering?

Can you please confirm the devices you have used to register and play in Energy Casino?

Dear User8719,

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

Dear User8719,

Thank you for your email and for providing the information and supporting documents.

As I have informed you, I have reviewed the materials you submitted and have also received additional information from the casino regarding your case.

As the casino is bound by its internal policies and licensing obligations, it has only been able to share limited information regarding the reasons behind its actions.

While, strictly speaking, the casino may have grounds for the action taken based on the rules that were communicated to you, as an independent dispute mediator, we do not have access to all relevant information and supporting evidence from both parties necessary to reach a fully informed conclusion.

As a result, we are not in a position to determine with sufficient confidence whether the casino acted fairly or unfairly in this matter.

The casino is required to provide all relevant information and evidence to the designated Alternative Dispute Resolution body or the regulatory authority, unlike in our case where such disclosure may be limited.

That said, the most appropriate course of action, which I as well recommend, would be to submit a complaint to the casino’s designated Alternative Dispute Resolution body, CasinoReviews.com (https://casinoreviews.com/complaints), as referenced in the General Terms and Conditions - EnergyCasino in section 27. COMPLAINTS.

Alternatively, you may consider submitting a formal complaint directly to the licensing authority. Malta Gaming Authority is generally regarded as a reputable licensing authority.

If you choose to proceed in that direction, please provide me with a confirmation of your complaint, and I will temporarily close this case as Waiting for Regulator Decision until a ruling is issued.

Apart from this, there is, unfortunately, not much else that we can do in this situation.

Dear User8719,

Please note that you have not passed the verification process and, as a result, are in breach of our Terms and Conditions. In accordance with our Terms and Conditions, the company reserves the right to forfeit any winnings.

Dear Energy Casino,

Thank you for your response and for your cooperation with this case to the extent permitted by your regulatory obligations.

Dear User8719,

As advised above, and as we have discussed via email, please forward any evidence showing that you have submitted a complaint to the casino's designated ADR body for further review.

Once I receive this, I may temporarily close the case as Unresolved – Waiting for the Regulator's Decision until the ADR process has concluded.

Dear User8719,

Thank you for your email and for providing confirmation that you have submitted your complaint to the casino's ADR. I will now temporarily close this case as Unresolved – Waiting for the Regulator's Decision until the ADR process has concluded.