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Resolved - Both the submitting complainant and Energy Casino have informed us that this issue has been resolved and the player has received their funds.
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Hello! I am asking you for help in solving the problem with EnergyCasino. On March 1, 2021, I received a letter from the Casino, according to which my account is blocked, and the available balance has been confiscated.
In the letter, the Casino refers to the General Terms and Conditions and lists a lot of types of illegal actions. However, there is no indication what exactly I violated. The casino did not present any evidence of my guilt.
I contacted EnergyCasino with a request to clarify what my fault was, however, I could not get any comments (I am attaching the correspondence with the casino).
In turn, in my actions I am guided by the General Terms and Conditions and firmly believe that I have not done anything contrary to them. A deposit of 1551 USD was credited to my account, bets were placed on 480 USD, and the balance increased to 1676 USD. To comply with casino rules, when withdrawing funds, a one-time turnover of the deposit amount must be made. This is what I would have done if the casino had not blocked my account.
I would be very grateful if the casino would provide me with the option to withdraw my funds in the amount of USD 1,676.
Good day! Thank you for the information provided.
The reason for the non-payment was called "Incorrect behavior" by the Casino. I wrote a letter with a request to explain in more detail and indicate which paragraph of the Rules I violated. However, I have not received any information from the Casino. I attach screenshots of correspondence with the casino to your email.
I really hope for your help in resolving my question.
Please quote the full communication where this reason was provided.
In accordance with your request, I am sending all my correspondence with the casino. I received a letter indicating the reason for blocking (wrong behavior) on March 01, 2021.
I really hope for your help in resolving my question.
On March 12 and 17, I sent you screenshots of the correspondence with the casino.
I am also sending you a text message from the casino indicating the reason for blocking:
"Please read carefully the information below.
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:
a. Misconduct by users is forbidden on the website. The user’s behaviour is deemed as a violation of these terms and conditions, whenever, but not exclusively, if the user:
(I) intentionally provides inaccurate or incomplete information;
(II) attempts to manipulate the result of games through concerted practices, alterations of the program or in any other undue way;
(III) deliberately causes malfunctions or defects of the website in order to undermine the natural flow of the game;
(IV) sets up more than one account per person or colludes with other players, in any way, in an attempt to take advantage or undermine the outcome of a game(s);
(V) uses a proxy to hide or alter the identity of the device in order to connect to the website;
(VI) uses abusive or offensive language in email messages and/or during live chat, makes matrimonial offers, pornographic references or sexual comments, sends spam, threatening messages, uses verbal abuse or slurs towards Energy and its employees. Any violation of this policy will result in the ending of the conversation and suspension of the user’s account for an indefinite period of time.
b. The user will not decompile or attempt to decompile the software on Energy’s website or develop software that interferes with the Client-Server-Communication software used on its website.
c. The use of any software program which facilitates artificial intelligence is strictly prohibited. Prohibited software may include software which Energy believes allows the player to cheat or gives the player an unjust advantage while wagering on the website. Energy reserves the right to take action in order to detect and prevent the use of such software by users. Energy reserves the right to freeze a relevant user’s account for a period of at least six (6) months, to confiscate any funds in that account and/or to suspend the user from using the services of Energy, should Energy identify or suspect beyond reasonable doubt the use of such prohibited programs.
d. In the event of misconduct by the user, Energy is entitled to request additional documents, immediately terminate the agreement with the user and exclude the user from further use of the website. Furthermore, Energy is entitled to interrupt and terminate on-going game activity and the user’s account, with or without prior notice and to retain winnings achieved through misconduct.
Kindly note that your gaming account has been permanently suspended and available balance has been confiscated.
Our decision in this case is final and conclusive. "
Hello! Can you please tell me if there is any information on my complaint? Thanks in advance.
The operator will email you to request KYC documentation. Please provide the requested documentation and let us know when you have done so.
Have you provided the requested documentation?
At the casino's request, I have provided the following documents:
passport photo; selfie with a passport and a note with the current date; photo of a bank statement; a screenshot of my Skrill profile;
screenshot of transactions in Skrill; Skrill transaction statement for the last 3 months.
Hello! Thank you for your assistance in resolving my issue. The funds were received in full. I have no complaints about the casino.
Thanks for letting us know - it is appreciated :)
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Energy Casino - blocked my account and confiscated my balance
Posted by Skin
March 10, 2021
Skin consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
March 10, 2021
Hi skin - welcome to ThePOGG.com!
As we are the ADR for the Probe Investment Limited license under the Malta Gaming Authority license there is certain information we have to provide you now.
– Use of this service does not preclude your seeking redress through court proceedings .
– This service is free to use for both the complainant and operator.
– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.
If you have any questions about the above, let me know.
Please quote the full reason that the operator gave for non-payment.