Energy Casino - 決済が遅延しているとのクレームがあります。

500 euros were not transferred

500 Euro wurden nicht überwiesen

Dear november19,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My payout was reported as completed last Tuesday the casino says they made the payout to my account after 7 days still no money to my account asked for transaction number several times email no reply

Meine Auszahlung wurde letzten Dienstag als erfolgt gemeldet das Casino sagt die Auszahlung auf mein Konto gemacht zu haben nach 7 Tagen noch immer kein Geld auf mein Konto habe mehrmals nach Transaktionsnummer gefragt Email keine Antwort

My account is fully certified the payout was on Tuesday 23.8 was reported as having been made by Energie have sent a statement showing that I have not received any money

Mein Konto ist vollständig zertifiziert die Auszahlung war am Dienstag den 23.8 wurde als erfolgt gemeldet von Energie habe Kontoauszug gesendet wo ersichtlich ist das ich kein Geld erhalten habe

The player claims what is actually supposed to be that it is a fact that I did not get my payout and can prove it to my bank statement. It's sad when online casinos work with this. You get your money immediately and the player has to ask that he gets his money at some point, deliberate harassment

Der Spieler behauptet was soll eigentlich das es ist Fakt das ich meine Auszahlung nicht bekommen habe und kann es mir Kontoauszug beweisen. Schon traurig wenn Onlinecasino mit so arbeiten . Sie bekommen ja ihr Geld a sofort und der Spieler muss bitten das er überhaupt irgendwann sein Geld bekommt bewusste Schikane

After several emails, Energiecasino still refuses to provide information about the booking receipt and transaction number deliberate harassment in order not to have to pay out the prize of 495 euros very dubious providers absolutely poor customer service who simply do not want to answer the questions

Energiecasino verweigert weiterhin nach mehreren Emails die Auskunft über den Buchungsbeleg und Transaktionsnummer bewusste Schikane um den Gewinn von 495 Euro nicht auszahlen zu müssen sehr unseriöse Anbieter absoluter schlechter Kundenservice die Fragen einfach nicht beantworten wollen

Ordered a transaction list according to the data protection regulation where the payment of energy of 495 euros was confirmed. My bank has not received any money. Casino requested bank statement I sent 10 days ago and was accepted by the finance office the personal document was passed on to the payment provider allegedly for investigation. I already know this stalling tactic from other online casinos. It is an outrage what these providers allow themselves and not to pay the player his rightful money. The payout was reported as confirmed although it was not made at all and the casino refused me the booking receipt

Habe eine Transaktionsliste nach der Datenschutzverordnung bestellt wo die Auszahlung von Energie von 495 Euro bestätigt wurde . Meine Bank hat kein Geld erhalten. Casino verlangte Kontoauszug habe ich gesendet vor 10 Tagwn und wurde akzeptiert von der Finanzstelle das persönliche Dokument wurde den Zahlungsanbieter weitergegeben angeblich für Untersuchung . Diese Hinhaltetaktik kenne ich bereits von anderen Onlinecasino. Es ist eine Unverschämtheit was sich diese Anbieter erlauben und den Spieler sein berechtiges Geld nicht zu bezahlen. Die Auszahlung wurde als bestätigt gemeldet obwohl sie gar nicht gemacht wurde den Buchungsbeleg verweigert mir das Casino

Thank you for your reply, november19. Do I understand correctly that the withdrawal request is marked as processed in your account? Have you made any successful withdrawals before?

Would you be so kind as to forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Yes, but even with the last payout I have to use it first then money was paid. YES the withdrawal has been marked as executed. I have sent 12 emails for ten days and have not received a booking receipt, which means it is always under investigation

Ja aber auch bei der letzten Auszahlung musst ich erst Sie einsetzen dann wurde Geld bezahlt. JA die Auszahlung wurde als ausgeführt markiert. Habe seit zehn Tagen 12 Emails gesendet habe keinen Buchungsbeleg bekommen heisst immer ist in Untersuchung

Thank you very much november19 for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

These lousy methods of some online casinos is the worst. Just rip people off and not even pay out a profit. It is enough

Diese miesen Methoden einiger Onlinecasino ist das allerletzte. Den Menschen nur abzocken und nicht mal einen Gewinn auszahlen . Es reicht

Hello, november19,

I am sorry to hear about your unpleasant experience. 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? What next steps should the player take in order to get his winnings paid or the casino performs an in-depth investigation? Is the casino able to provide us with a payment confirmation with the necessary details?

Thank you in advance for providing the information.

Thank you for helping me, I need the money urgently, I need to buy heating oil

Besten Dank das Sie mir helfen brauche das Geld dringend muss Heizöl kaufen

Dear all,

Thank you for tagging us in order to update on this matter.

Upon checking with payments department is has been stated there is an ongoing irregularity caused by our payment provider and they are still working on fixing this matter. We apologize for the inconvenience caused but unfortunately our hands are tied as it is out of our power to speed up this process. We still have to wait with confirmation if funds will be returned or processed and I will update this thread as soon as I know more.

Sincerely,

Marco from EnergyCasino

Thank you very much but then several customers would not have received any money and now 3 weeks have passed and by the way they were already causing difficulties with a payout which, strangely enough, was carried out immediately when it was switched on. I did not use the delaying tactics and tricks I know from Bet 20 already exactly the same pattern

Vielen Dank aber dann müssten ja mehrere Kunden kein Geld erhalten und jetzt sind 3 Wochen vergangen und in übrigen machten sie a schon vorher Schwierigkeiten mit einer Auszahlung die aber als ihr eingeschaltet wurde komischerweise sofort ausgeführt wurde bei mir nicht die Hinhaltetaktik und Tricks kenne ich von Bet 20 schon genau das selbe Muster

Hi Karl,

Every transaction goes through an individual process and failed attempts do happen - vey rarely - but it can occur unfortunately. In this case, it is all the information I can provide as of now since the investigation is still pending on the payment provider's end.

As previously stated I will monitor the case personally and will update once I know more.

Thanks for your help I need my money to my account and not back to player account if a casino had to wait 3 weeks for their money I want to see what would happen then

Danke für ihre Hilfe ich brauche mein Geld auf mein Konto und nicht zurück auf Spielerkonto wenn ein Casino 3 Wochen auf sein Geld warten müsste das möchte ich sehen was dann los wäre

Thank you for the update and explanation, Marco.

I am extending the timer, and we will wait for an update. If the payment provider should return the payment in question back to the player's casino account, please, also provide us with information on how the player should proceed so he withdraws the funds. In that case, it would be also good to know the estimated time frame for refunding the player with the disputed funds.

If a casino has a problem with the payment service provider, that's their problem, they are responsible for me getting my money, so they have to get my money to me some other way. I am entitled to the payout of 495 euros now.

Wenn ein Casino ein Problem mit dem Zahlungsdienstanbieter hat ist das ihr Problem sie sind verantwortlich das ich mein Geld bekomme also müssen sie mir mein Geld auf anderen Weg zukommen lassen. Mir steht die Auszahlung von 495 Euro zu und zwar jetzt.

Dear november19,

Thank you for your email and update. It looks like you should expect your funds will be credited to your casino account in a reasonable time. However, I would also like to wait for the casino representative's update in this thread, details regarding the next steps and estimated time frames.

We're talking about four weeks now I want my money from Energie Casino if your payment service provider causes problems that's not my problem I can't just say if I owe someone money it's because of that and that no Energie has to pay me my 500 euros are responsible for receiving my money

Wir reden jetzt von vier Wochen ich will von Energie Casino mein Geld wenn ihr Zahlungsdienstleister Probleme macht ist das nicht mein Problem ich kann ja a nicht einfach sagen wenn ich jemanden Geld schulde das liegt an dem und dem nein Energie muss mir meine 500 Euro bezahlen sie sind verantwortlich das ich mein Geld erhalte

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’.

Than unresolved and I was cheated out of 500 euros.

Als ungelöst und ich wurde um 500 Euro betrogen.

I will now contact the authorities and report fraud. These scammers shouldn't get away with it

Ich werde jetzt die Behörden einschalten und Anzeige wegen Betrug stellen. Diese Betrüger sollen nicht so davon kommen

Extend it for another 7 days and then just say the case is unresolved what is that supposed to mean

Noch 7 Tagen verlängern und dann einfach sagen der Fall ist ungelöst was soll das eigentlich

Please hand in my case, simply extend it for 7 days and then simply send the case away as unsolved is a cheek

Bitte geben Sie meinen Fall ab den einfach immer für 7 Tage Zeit verlängern und dann den Fall einfach als ungelöst wegschicken ist schon eine Frechheit

It means that in case of closing the case as unresolved, the casino's rating on casino.guru would be decreased.

However, I believe that the casino representative will contact us here soon.

Thanks for the explanation, have a nice evening

Danke für die Erklärung schönen Abend

Hi Karl,

We are still waiting for an update from the payment's provider and we cannot provide a certainty on the time frame. We apologize for any inconvenience caused and hope this is resolved as soon as possible.

Regards,

EnergyCasino Team

I have been entitled to the money of 500 euros from Energie for 5 weeks. That means you are responsible that I get my money. That's why you're obliged to transfer the money to me in another way. You have to solve the problems with your payment provider and not at my expense. I expect my money by the end of the week otherwise I will be forced to take far-reaching measures.

Mir steht das Geld von 500 Euro seit 5 Wochen von Energie zu. Das heisst ihr seit verantwortlich das ich mein Geld bekomme. Darum seit ihr verpflichtet mir auf anderen Weg das Geld zu überweisen. Die Probleme mit euren Zahlungsanbieter müsst ihr losen und das nicht auf meine Kosten. Ich erwarte mein Geld bis Ende der Woche sonst bin ich zu weitreichenden Maßnahmen gezwungen.

Have a valid email address to send you receipts

Haben Sie eine gültige Email Adresse um Ihnen Belege zukommen zulassen

It is very disappointing that for weeks only deadlines have been extended as Mr. Branislav finally take care of it or give the case to another employee!!!

Es ist schon sehr enttäuschend das seit Wochen nur Fristen verlängern werden als Herr Branislav kümmern Sie sich nun endlich oder geben Sie den Fall einen anderen Mitarbeiter!!!

Please write me an email in German I don't speak English

Bitte schreiben Sie mir eine Email in Deutsch ich kann kein Englisch

Casino Energie reports 500 euros as paid and my money has not been in my account for 6 weeks. Now just say the payment service provider is at fault and that's it. To all players Stay away from Energie Casino!!! The positive rating is just fake. Delaying tactics no replies to emails absolute fraud !!!!!

Casino Energie meldet 500 Euro als erfolgt und mein Geld ist seit 6 Wochen nicht auf mein Konto. Jetzt sagen Sie einfach der Zahlungsdienstleister hat Schuld und fertig. An alle Spieler Finger weg von Energie Casino !!! Die positive Bewertung ist nur Fake. Hinhaltetaktik keine Anworten von Emails absoluter Betrug !!!!!

Greetings all,

As was already mentioned, november19, the casino cannot influence the process that is out of their control and performed by 3rd party payment provider. Moreover, each involved party usually has 2x7 days to comment in the thread, and the casino representative is still willing to cooperate with us and regularly provides us with updates.

Although we accept that the casino cannot do anything to speed the process up, we are not able to keep the complaint open indefinitely. But, we are talking about a good reputable casino and no unresolved complaints.

After an internal discussion with my team, I am extending the timer by a longer period and will wait again for an update from the casino representative. Despite the fact that it has been taking quite a long time, please, let's stay patient and positive and provide the casino and its payment provider with more time to resolve this situation.

Dear Energy Casino Team,

The timer will be extended as was said. Please, provide us with an update once you have sufficient information from the payment provider.

Please note that if you do not provide us with an update by the time limit, an auto-generated response will be added to this thread - the last 7 days to provide an update. If we do not receive any relevant details even within the last 7 days, the complaint will be (at least temporarily) closed as unresolved. However, then it is possible to request a reopening of the complaint anytime in the future.

I sincerely hope that the payment provider will be able to resolve the issue shortly.

Thank you for understanding. Looking forward to hearing from you.

10 days extension again after 6 weeks is a cheek. Will contact my lawyer tomorrow. To speak of a reputable casino here is bold. I've had enough now thought you support the cheated players I no longer have the impression. Will publish the full incident

10 Tage Verlängerung nochmals nach 6 Wochen ist eine Frechheit. Werde morgen meinen Anwalt kontaktieren. Hier von einem seriösen Casino zu sprechen ist schon dreist. Es reicht mir jetzt dachte Sie unterstützen die betrogen Spieler den Eindruck habe ich nicht mehr. Werde den kompletten Vorfall veröffentlichen

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’.

Dear player,

Thank you for reaching out to us.

We are now investigating this case and will provide an update shortly.

Sincerely,

EnergyCasino

Dear player,

The withdrawal has been reversed back to your account. Please request a new withdrawal via bank transfer instead.

Let us know if you encountered any troubles.

Thank you,

EnergyCasino

My money was transferred to my account. Thank you very much for your help!!!

wish a nice weekend

Mein Geld wurde auf mein Konto überwiesen. Besten Dank für Ihre Hilfe!!!

Wünsche ein schönes Wochenende

Thank you both for the updates.

Dear november19,

Were the funds in question credited to your casino account, or were they already received in your bank account?

Can I consider your issue resolved? Is there anything else we could help you with?

Issue has been successfully resolved

Problem wurde erfolgreich gelöst

Great! Thank you very much for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Energy Casino Team, for your cooperation.

Best regards,

Branislav, Casino.guru

Dear all,

We are glad to hear you successfully managed to receive your withdrawal.

Should you have additional questions please feel free to get in touch.

Best regards,

EnergyCasino