Energy Casino - I don't refund my money at the casino

Ruling

Declined - This issue has already been submitted to the operator’s official ADR/received a ruling from another ADR.

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Player's Complaint

I've written to ecogra several times before, I don't get an answer. The event happened at dawn on July 28-29, 2020, when I was asleep. The next day, I immediately wrote to the service provider that an unknown user had paid HUF 7,140,000 from my bank account and played it on the site. I last played on the casino side on July 29 at 10:35 pm. At that time, according to the energy casino, I still had HUF 1,944,324.06 on my account. However, I remember that I also had 2 salaries worth HUF 1,800,000. I can't view the data because my account has been disabled by energycasino. I asked the provider to reset my profile by the time the game ended (July 28, 2020, 10:35 PM). It is clear from the picture(energy.jpg) that I stopped playing at 22:35 and then by morning someone was playing all my winnings and my bank account money. It is possible that a person under the age of 18 used the money in my account because he thought it was play money. The general terms and conditions state that this will be monitored on an ongoing basis. This has not been done since. In this case, they will refund any amount paid in accordance with the general terms and conditions. The casino has no help, they are not investigating my case. The casino has no help, they are not investigating my case. I'm being asked for a police report. My health problems don’t allow me to go to the police. My right leg has since been paralyzed during a surgery. I need all the money to recover. I signaled this to them as well. Please have my service provider reset my account to 10:35. On July 28, 2020, I ask the service provider to refund my HUF 7,140,000. I’ve saved so much over the years, I’ve never played with that much money before, that’s clear from my bank account history. ([EDIT]) My monthly salary is HUF 314,375, I cannot afford such amounts. Since then, I have emailed them a report to the police. I also asked my bank to call back my money, but they wrote that the service provider had to repay the money. The energy casino does not provide more secure login features. Is that why I suffer the damage? They also ask for a document that I have already sent. I wrote an email to the police that I sent to the casino. I also attach the police report. Nowhere in the general terms and conditions is it stated that a police report is required for an investigation. They do not have any permission to operate their services in Hungary. 3.e. Energy services are not available to those residing in regions where Energy’s operations would be deemed illegal to use by local laws (including but not limited to the United States). Nor do I understand how the system could have allowed such large-scale payments to be initiated. Maybe a minor thought it was a game and could play it. It was written in the general terms and conditions that, this is checked. 4.II. : If despite the checks put in place by Energy, a minor manages to make use of gambling services, any winnings shall be retained by Energy, while any money wagered shall be returned. So I continue to ask that my money be transferred back to my bank account. They don't even look at a person's health. What kind of people are these? Please help! [EDIT]

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9 Responses

thepogg

May 1, 2021

Hi nrbrtgyn - welcome to ThePOGG.com!

Sadly there is nothing we can do for you in this instance. If you have already submitted your complaint to another ADR you need to wait on the outcome of that service.

Sorry we cannot be of further help.

ThePOGG

nrbrtgyn

May 3, 2021

As I wrote, I did not receive a response to multiple inquiries. That was months ago. That is why I turned to you.

thepogg

May 8, 2021

Hi nrbrtgyn,

As we state on every complaint file - complaints are a slow business. You will need to wait on a response from the ADR. Once you have opened a claim via one ADR, we will not intervene.

ThePOGG

nrbrtgyn

May 13, 2021

It was closed according to the energy casino, but I did not receive any notification. that's why i turned to you

thepogg

May 16, 2021

Hi nrbrtgyn,

You would need to contact eCOGRA. Once a complaint has been submitted to another ADR we will not take the case on.

ThePOGG

nrbrtgyn

May 27, 2021

Ecogra does not solve the case as I wrote. That is why I turned to you. He has not responded to ecogra for more than half a year.

thepogg

May 30, 2021

Hi nrbrtgyn,

As already explained, once a case has been submitted to another ADR we will NOT review the matter.

If you have a problem with eCOGRA you would need to take the matter up with eCOGRA or whichever authority are authorising them to act in this matter.

ThePOGG

nrbrtgyn

June 3, 2021

Don't you understand that you don't reply to my letters with ecogra? That is why I turned to you. What is not understood about this? The energy casino recommended that I contact you.

thepogg

June 6, 2021

Hi nrbrtgyn,

I understand completely that you have not received a response from eCOGRA in the timeframe you would prefer. That makes no difference to our response. Once another ADR has been engaged, we will not take on your case. This is a professional courtesy to other ADR services and also appropriate grounds for declining a complaint under both the EU and Maltese ADR legislation.

As stated above, if you are now unhappy with the service you have received from eCOGRA, you would need to take the matter up with eCOGRA or the relevant approval agency.

ThePOGG