EnergyCasino Complaints and Support Thread

Hi all!

My name is Djordje and I am working as affiliate manager for EnergyCasino. I will also be your contact person in case someone needs something. so dont hesitate to contact if you need my assistance

As you most probably know, EnergyCasino is the only casino who have Novomatic, NetEnt and Microgaming games at one place. We have also cool EnergyShop, where you can get new gaming console, tablet, watch or even a cruise around Malta.

Cheers,
Djordje

Welcome Djordje!!  <htg> >:>>

Thank you for being here for our members 

Welcome Djordje 

Hi Djordje,

Thanks for being here to assist our wonderful LCB members.

Hi everyone,

I hope the day treats you all good
My name is Alexander but please call me Alex. I have now been working long enough for Energy and I'm ready to take over the task of answering all hard questions and things you might need help with.

Don't hesitate to let me know and I will be right on the task and at your service.

Thank you very much for taking the time.

Best of wishes,
Alex

Welcome to our marvellous forum Alex! Thanks for being available to assist our members.

Welcome Alex 

yesterday I received a letter for a Deposit of 3000 rubles 70 free spins.

I made a Deposit of 3000 with neteller. but I have committed only 15. the letter about this bonus says that you will get them all at once entirely. chat not working. do not respond to emails

Hello иван иванов,

We'll check that with the Casino Rep. Keep you posted.

I have been playing at Energy casino for a very long time, I started playing here in the end of 2017. I only got paid once - last year I got 524 EUR. But end of the previous year I was winning again, not much around 500 EUR. In any case the casino would not let me finish playing here. They started the verification procedure and did not accept the proof of the address, which I find quite strange since they already paid me some months ago. I did not think that verifying my account could be a problem at all. So, basically on the 26th of December I could not play at the casino anymore because they were running the verification procedure and on the 3d of January I saw that my balance is empty and I only had the deposit. I am very surprised by what happened - I sent them the valid proof of address, moreover before I have already verified my account. I dont think a reputable casino can do such things...I would like to get the balance I used to have at the casino before they blocked my account...

Hi Pixel7,

Thanks for providing your casino username. We've asked the Casino Rep to look into yor account and advise. Keep you posted. 

Hi Pixel7,

Thank you for your feedback and comments. I would like to clarify this situation and I hope the solution we have come with will be satisfactory - our payments team has sent you a detailed email, but I feel an answer on the forum is needed.

Due to MGA Licence requirements, we need to perform threshold checks on accounts that reach certain limits. Yours has been deemed as such and to fulfil our obligations to the MGA governing body we have requested the necessary documents from you to perform a routine procedure. Our payments team sent you a message with full information regarding the format and kind of documents that are necessary and even though this might look like technicalities or at some point nitpicking - the regulations are very strict as to what we need to provide as an operator in case of official request. These regulations have been put in place to assure the safety and security of your gameplay and our company treats all these obligations very seriously.

What happened with your account was - we temporarily blocked the ability to play so all verification process requirements are met before you continue playing. Unfortunately, our system did not stop counting days towards the bonus expiration date so your balance has been reverted to the state after deposit the moment the bonus you have used expired. We have looked at your account and reverted your balance to the state from 02/01/2019 and unblocked the games. We still require your cooperation though when it comes to completing the verification process so you won't be able (until the verification is completed) to deposit or withdraw the funds.

I hope this answer is satisfactory and explains all our actions as fair and just according to the highest industry standards.

Kind Regards,
EnergyCasino

Hey!

I am terrribly sorry, I missed on your response. My balance is zero at the moment. Is that possible that you get my balance back, I will carefully follow up on this. I had some serious problems at home and did not react to any messages...

Thanks in advance,

Pixel7

Hi Pixel7,

We will ask the Casino Rep for additional update on your case. Keep you posted. 

Hi Pixel7,

I understand that you had problems with logging in and I'm sorry to hear that. I hope everything is ok with you and as ambassadors of responsible gambling we would like to ensure that the problems you have mentioned aren't affecting your ability to control your gambling. Please note that we still haven't received all requested documents from you and thus we are not able to proceed without that being sorted out. Our Support Team representative will contact you soon via email. When everything will be confirmed, we will be able to revert the balance. 

Kind Regards,
EnergyCasino

Hi all,

I'm the new representative for EnergyCasino and we are ready to roll up our sleeves and offer this modern gambling community the value and support it truly deserves, engaging proactively with every single one of you, answering and solving complaints, and taking into consideration all your feedback. In case you don't know much about us, here is a brief summary:

EnergyCasino is a successful and rapidly growing platform, with a globally recognised reputation for providing creative and innovative gaming solutions. We are a leading online casino with an extensive portfolio of games provided by the most reputable and creative games providers around, such as BF, Play'n GO, Microgaming, NetEnt, Evolution, Red Tiger, Pragmatic, Pariplay, Blueprint, Wazdan and many others!

We offer a wide range of titles, from absolute classics to brand new cutting edge games with the latest ground-breaking features. Whatever you want to play - slots, roulette, blackjack, poker and more - our Casino and Live Casino both offer a variety of choices for you to enjoy. There's also fantastic bonuses, rewarding promotions and fun tournaments to add dimensions to your play too.

One of our core values is to adopt a customer-centred approach, considering customer needs and satisfaction as our key priorities. By doing so, we deliver customised solutions for each individual that surpass their expectations.

In addition, we encourage you to stay tuned for fascinating giveaways and promotions, which we will publish exclusively on LCB.

Best regards,

EnergyCasino Representative

Welcome to the LCB forum Energy Casino Representative! 

Welcome to the best forum

Welcome to our forum, thanks for signing up! 

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Welcome

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Welcome to the LCB forum Energy Casino Representative! 
 

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Thanks for the warm welcome all! Can't wait to start interacting with all of you.  

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Hi all,

Quick reminder should any of you have any questions or overall thoughts on Energy feel free to message me privately or elaborate in this thread. 

Have a smooth weekend in advance! 

Energy representative