Energy Casino - Рахунок гравця було закрито після запиту на зняття коштів.

I deposited normally at energycasino and selected the welcome bonus, played the wagering as usual and after the wagering the balance was €3288.5. After that I started sending documents to the casino to verify myself and my address. After a little bit of fiddling, my documents were approved and my user was verified and all documents approved. I made a withdrawal of €3288.5 and about a day later I received an email that my user was permanently suspended and the money would remain at the casino. And I can no longer log into my account. I spoke to Energycasino's customer service and tried to ask why my user was suspended and what caused this, but I didn't get any answer to this, my question was slightly ignored and the answer was that we understand your frustration, but the matter has been processed and the decision is final and the customer service representative was unable to provide any further information. I just don't understand what is the reason that my user is suspended immediately after the withdrawal and when the casino nevertheless approved the documents. I tried to ask after this what was the reason why my user was on hold, but I never got a direct answer as to what led to this.

I made the deposit on February 1, 2025, when I completed the wagering requirement and the money could only be withdrawn without document verification.

My user was locked on February 4, 2025.

Friend

Niko K***

Talletin energycasinolle normaalisti ja valitsin yhteydessä welcome bonuksen pelasin kierrätyksen normaalisti loppuun ja kierrätyksen jälkeen saldo oli 3288.5€. Tämän jälkeen rupesin lähettämään kasinolle asiakirjoja, jotta todennan itseni ja osoitteeni. Pienen väännön jälkeen asiakirjani hyväksyttiin ja käyttäjäni oli verified ja kaikki asiakirjat approved. Laitoin noston tulemaan 3288.5€ ja noin päivän päästä sain sähköpostin, että käyttäjäni on permanently suspended ja rahat jäävät kasinolle. Enkä pysty kirjautumaan enää omalle tilille. Juttelin Energycasinon asiakaspalvelun kanssa ja koitin kysellä minkä takia käyttäjäni on jäähyllä ja mistä tämä johtuu, mutta en saanut mitään vastausta tähän vaan kysymykseni hieman ohitettiin ja vastattiin, että ymmärrämme turhautumisesi, mutta asia on käsitelty ja päätös on lopullinen eikä asiakaspalvelija pystynyt antamaan lisätietoa. En vain ymmärrä mikä on syynä, että käyttäjäni on jäähyllä heti noston jälkeen ja kun kasino kuitenkin myönsi asiakirjat läpi. Koitin kysellä tämänkin jälkeen että mikä on syynä miksi käyttäjäni on jäähyllä, mutta en saanut ikinä suoraa vastausta mikä tähän johti.

Talletuksen tein 1.2.2025 jolloin sain kierrätyksen läpi ja rahat olivat nostettavissa vain asiakirjojen todennusta vailla.

Käyttäjäni lukittiin 4.2.2025.

Yst

Niko K***

Dear Niko1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which games did you play while your account was active - slots, live casino, sports betting, etc.?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

I only played Drive: multiplier mayhem, a NetEnt game that I used to pull through the entire rotation.

I sent pictures of the conversation with customer service to the email above.

Pelasin vain peliä Drive: multiplier mayhem Net Entin peliä, jolla vedin koko kierrätyksen lävitse.

Lähetin yllä olevaan sähköpostiin kuvat keskustelusta asiakaspalvelun kanssa.

Thank you very much, Niko1, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you very much Kristina

Kiitos paljon Kristiina

Hello Niko1,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

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

Dear Energy Casino,

Can you please provide us with more information on what irregular activity the player should have committed?

If the information can't be shared publicly, please forward it, including any supporting evidence, to me at michal.k@casino.guru

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 Niko1,

I hope this message finds you well. I apologise for a bit of a delayed response, but the requested information and partial evidence were available to us only recently. The casino security team has raised some concerns about the documents submitted for the Know Your Customer (KYC) process. Could you please send me all the documents you provided to the casino team for the KYC process at michal.k@casino.guru?

Hi Michal,

We've forwarded some information pertaining to this case to your email (michal.k@casino.guru).

Thanks,

EnergyCasino

I sent the documents to the above email address.

Passport photo and photo with passport. Bank statement and proof of address.

Lähetin yllä mainittuun sähköpostiin asiakirjat.

Passi kuva sekä kuva passin kanssa. Tiliote ja todistus osoitteesta.

Dear Niko1,

Thank you for your email with the documents.

Upon reviewing your case, the casino’s security team expressed concerns regarding the authenticity of some of the documents submitted, suggesting the possibility of alterations or tampering. As you are aware, adherence to KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is paramount, requiring the submission of valid, original documents in the player’s name. While our review did not identify any significant discrepancies in the documents provided, it is important to note that we are not forensic experts and therefore lack the authority to make a definitive determination. Furthermore, due to the casino’s privacy policy, the specific evidence underlying their decision could not be disclosed, leaving us unable to fully substantiate their conclusion. Consequently, we find ourselves unable to reach a definitive decision at this stage.

Given the circumstances, and in the interest of fairness and transparency, we believe the most appropriate course of action is to escalate this matter to the authorized Alternative Dispute Resolution (ADR) service for Energy Casino, which is eCOGRA (https://ecogra.org/contact-us/) and CasinoReviews.com (https://casinoreviews.com/complaints) as outlined in their terms and conditions. You may find the relevant information here: https://energycasino.com/en/terms-and-conditions under section 27. COMPLAINTS

Additionally, you may consider reaching out to the Malta Gaming Authority (MGA) via their official complaint portal: https://www.mga.org.mt/player-hub/lodge-a-complaint/ or by emailing support.mga@mga.org.mt.

While we would like to be of more help, we found ourselves in a position where there is nothing that can be done from our side and the situation has to be ruled by the appropriate authority.

Please let me know once you do so and how the ADR or MGA responded at michal.k@casino.guru.

I recently submitted both complaints to ADR and MGA.

I'm just really wondering how it's been so difficult for the casino to verify my identity, I sent proof four times that the account is owned by Niko Kemppainen, but they still claim my documents are falsified. I first sent a picture of my driver's license, then my passport when they asked for it, then I had to show my face next to the passport and even after that a picture of myself with my passport and a piece of paper with the date on it.

Lähetin molemmat valitukset ADR ja MGA:n äskeittäin.

Ihmettelen vain kovasti miten on näin vaikeaksi mennyt kasinolle henkilöllisyyden todentaminen, lähetin kuitenkin neljä kertaa todistuksen, että tilin takana on Niko Kemppainen, mutta väittävät silti asiakirjojeni olevan vääristettyjä. Lähetin ensiksi kuvan ajokortista sitten passista kun pyysivät, sen jälkeen piti näkyä naama passin vieressä ja vielä tämänkin jälkeen kuva itsestä passin ja paperilapun kanssa, jossa oli sen päiväinen päivämäärä.

Dear Niko1,

I can see how this situation might seem unusual to you, but it's important to recognize that licensed casinos take KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations very seriously. Each casino is required to adhere to specific guidelines and protocols regarding these matters, and if any inconsistencies are found during their review, they must respond accordingly. Therefore, it's understandable that the casino is simply following their established procedures.

As I mentioned earlier, we haven't found any major discrepancies in the documents you've submitted. However, we are not forensic specialists and do not have the authority to make a final judgment and that the casino must adhere to our decision. That responsibility lies with the appropriate regulatory bodies. While we would certainly prefer to resolve this matter within our complaint forum, the final decision must come from the relevant authorities.

Please send me the confirmation of your complaint to the ADR and MGA at michal.k@casino.guru.

I sent you confirmations of the complaints by email.

Lähetin sähköpostiisi vahvistukset valituksista

Dear Niko1,

Thank you for your email. As stated earlier, I will be temporarily closing your complaint as unresolved - waiting for the regulator's decision until we receive a decision from the ADR. Please keep me informed of any developments regarding your progress and the feedback you obtain from the ADR at michal.k@casino.guru.