Energy Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されます。

Hello

I joined Energy on December 30th and won $10,068 in total from the first part of the welcome bonus, which was an offer whereby you had to deposit $200 for a $200 bonus and then the wagering challenge was to bet a total of $12,000. I won a significant amount in doing so, and was then asked for documents over the next two weeks.

There was a lot of requests for documents, including proof of my identity, proof of my address, proof of my ewallet account with Mifinity, all of which I provided. I was then asked for a selfie holding both my passport and a handwritten note containing the date, which I provided and they accepted.

They then sent me an email immediately after accepting these, confiscating my entire balance using the following terms as a reason

''During internal checks we have detected irregular activity, therefore decided to take appropriate steps.

Kindly note, that according to general terms & conditions you have accepted upon creating your gaming account:

10. ACCOUNT CANCELLATION

a. Energy reserves the right to cancel the services, and/or refuse to distribute winnings to anyone for any legitimate reason including, but not limited to:

· any instance when Energy has cause to believe that a person's activities on the website may be illegal;

· any instance where Energy may suffer any fiscal, regulatory, or pecuniary disadvantage by virtue of anyone’s activities;

· any instance where one or more transactions on the website are judged by Energy to have been performed in violation of this agreement.

b. Energy prohibits player collusion and takes measures to prohibit the use of devices, such as robots, that distort normal gameplay.

c. Energy reserves the right to terminate events or games including ones which have already commenced without prior notice, whenever it deems necessary and/or due to errors in the software or games which cause games to work incorrectly or malfunction.

d. Energy reserves the right to terminate an Account and retain all the remaining funds in the Account where Energy has reasonable belief that a player committed/attempted to commit/ was involved in proceedings leading towards potential fraudulent activity or otherwise advised on fraudulent activity to third-party-player/s or hacked or accessed otherwise unlawfully third-party players’ Account for the purpose of alleged fraudulent activity or otherwise. Such activity could involve inter alia, organised betting, use of stolen or falsified debit cards or Account numbers, forgery, collusion and submission of data or documents which are forged, stolen or otherwise misappropriated.

e. Energy reserves the right to terminate an account and retain all remaining funds due to irregular play. 

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

Kindly note that your gaming account has been permanently suspended.

Our decision in this case is final and conclusive.

Yours sincerely,''

The list of terms they've used appears to be intentionally vague, so as to cover all outcomes and give grounds to take away my win. I have no idea what sin I've committed in their eyes but I joined up and followed the rules of the welcome bonus terms to the letter.

I have further concerns, such as the outright confiscation of my deposited funds, as well as the fact that under their own terms, bets and wins are proportionately split between the cash balance, and the bonus balance. Half of that win came from just my own deposited money wagering, so even if they don't want me as a customer, they've approached this in a very heavy-handed way to take away all my cash winnings as well as bonus winnings.

I disagree with their actions, and feel unfairly treated by this casino. I asked for a review and they replied very quickly saying they'd reviewed their decision but weren't going to change anything.

They also cited something about the European Commission, the reason for which I've no idea. That has no relevance or influence where I live in British Columbia, Canada.

I'm seeking the reinstatement of my account and full winnings, and I would greatly appreciate the opportunity for any mediation.

Kind regards

Steve

Dear steviechoice,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you been able to find out more from the casino about the detected irregular activity?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Hello

I haven't successfully withdrawn before, this was on my first deposit to the site.

I believe I passed the KYC verification, as they asked for multiple rounds of documentation, and only once I'd provided everything that they asked for did they then choose to confiscate my winnings. Presumably they were looking for me to fail the verification for that excuse, although perhaps that's too cynical.

I did initially upload my drivers license and selfie with this to verify my account. They then asked me to take another selfie holding a note with today's date on it with my license also in view, but my other half had taken my wallet out and lost my ID and half my cards. I therefore uploaded my passport, passport selfie and passport selfie including note on the second try since my license needs to be replaced.

The casino won't speak to me or give me any further information. They claimed to have reviewed the situation at my request after their initial email taking my winnings, however their response was so quick that a proper review could not have taken place.

They have issued me with a deadlock letter and told me to go to some third party arbitration, but when I was googling around looking for a new casino it was your website and safety rating that prompted me to visit their site, so I would like to give arbitration a try here first.

Kind regards

Steve

The copy/paste above is a direct transcript of what they've said, I don't have any further communication wit hthe casino.

Dear steviechoice, have you not contacted the casino for details on why your winnings were confiscated and your account closed?

Did you use a VPN?

Did you participate in casino games or sports betting?

Did you deposit using a payment method registered in your name?

I contacted them twice after their email to me informing me that my winnings had been voided. The first time they said they'd review and upheld their decision. The second time they didn't answer.

I didn't use a VPN, I only played casino slots, and I used my own Mifinity account and proved this during the verification process.

Thank you very much, steviechoice, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Hello steviechoice,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an Energy Casino representative to join this conversation and participate in resolving this complaint.

Dear Energy Casino,

Could you comment on the situation?

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.

Hello steviechoice,

I have contacted the casino representative outside of the complaint thread with a hope they will respond here as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

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.

Hello steviechoice,

I spoke to a casino representative and I need to verify some things. Could you provide me with the driver's license and a selfie with the driver's license? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Hi Stefan

I lost my drivers licence while the verification process was underway (or to be more accurate, my other half did) so I was unable to provide retakes as the casino had requested. However I provided my passport and passport selfie(s) instead of this. I've sent these to you now.

Kind regards

Steve

Hello steviechoice,

Did you manage to provide it to the casino?

I'll be awaiting your reply.

Hello

Yes I provided that and a selfie holding it to the casino, but if I remember correctly they then asked for a retake of this photo which I couldn't provide, as it had been lost. The timing was unfortunately but surely this isn't justification for confiscating my winnings?

Dear Energy Casino,

Did you receive the selfies with the Player's passport? Please be advised that a valid passport should be sufficient to verify the player's identity at the casino. Could you state which additional documents the Player must provide to verify his account fully?

I'll be awaiting your reply.

Hi Stefen,

A follow-up email with information relevant to this case has been sent to your address (stefan.m@casino.guru).

Thanks,

EnergyCasino

Hello steviechoice,

I can confirm I have received an email from the Energy Casino.

In the meantime, I recommend you file a complaint to the casino's ADR eCOGRA.

The form for the eCOGRA ADR service is available here: https://ecogra.org/forms/adr-dispute-step-1.

Please let me know once you file a complaint with them.

I'll be awaiting your reply.

Hello

If the casino are providing you with information relating to me and this decision, I would also like to see a copy of that information as it will be directly relevant to my complaint both here and with an ADR.

As far as I'm aware this whole problem is centered around my proof of ID, have you bee provided with new information that has caused you to refer me to another organization?

Hello steviechoice,

I was explicitly asked by the casino representative to not disclose any information, that is why I asked you to file a complaint with the casino's ADR. It collaborates with the Gaming Authority and has better options and tools to help players. Please, let me know once you contact them.

I'll be awaiting your reply.

Dear steviechoice,

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.

Hello

I've submitted a case to eCogra

Hello steviechoice,

Thank you for your response.

Please keep us updated regarding the case and let me know once you receive a response from them.

I'll be awaiting your reply.

Hello

I will do, but I don't think they work on 7 day timescales, is it possible to keep this complaint open here indefinitely and I will let you know when they've responded?

I'll be honest though I've looked them up and the internet is full of cases of eCogra not listening to players, so I don't have high hopes.

Hello steviechoice,

Could you provide us with the documents you have previously sent to the casino support? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Hi Stefan, I've emailed you all the documents that I uploaded to their site.

Thanks

Steve

Hello steviechoice,

I have received and reviewed the provided documents. We were unable to prove that the provided documents were edited, and therefore, we advise you to wait for the ADR's verdict. Please keep us updated.

I'll be awaiting your reply.

Dear steviechoice,

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.

Hello

Is that what Energy Casino are saying that my docs are edited? A video call could sort that out.. but I suppose they won't want to do that.

Hello steviechoice,

Have you received any response from the eCogra?

I'll be awaiting your reply.

Hello. Unfortunately nothing, I don't know how long they'll take. From a quick Google it looks like it could be 8 weeks or longer.