EnergyCasino - non-payment

Hi Rencsi123 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

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.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– 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.

I'll contact the operator and see what we can find out for you, but I need to be clear that if you have set-up more than one account there will be nothing that we can do to assist you.

Your adherence to terms and conditions is your responsibility, as is your state of intoxication. Regardless, all MGA operators have automated systems to detect and reject duplicate registrations from the same player. If you have managed to register a second account, you will have altered the registration information to prevent the automated detection systems from identifying you.

As stated we will contact the operator, but given what you describe in your submission it seems highly likely that you have set-up more than one account and as such this claim will be unsuccessful.

Thanks,

ThePOGG

Hi Rencsi123,

I've reviewed this matter with the operator and sadly we are unable to support your claim.

You did indeed register another account in 2019 and ultimately self-excluded that account. Your second registration modified certain information resulting in the automated duplicate registration system not identifying your duplicate account.

As such you have breached the operator's terms of use and EnergyCasino are within their rights to consider the activity on the second account void, returning your deposits.

Sorry we could not be of further help.

ThePOGG

Sorry I missed your reply. I have got married so my name is Arva-Ankes Renata since 7th March 2020. I got a new ID card with this name so I can`t use my maiden name. They never asked me any ID card or any other documents. It could be possible that I played 2019 sometimes when I lost I self-exclude myself, but it was more than 2 years ago. It quite hard to remember every casino I played years ago. I can accept that but even if that is the case, they should be back all of my deposits becuse I didn`t register to break the rules, I just want to have fun a bit. Also they have the chance to ask all documents that they need before deposit. I cannot accept this decison. Also I just can`t understand if I deposit 75000 HuF in one, they would have been returned to me all of it, but because I deposited 5 times in smaller amount I only got back 15000 Huf. Please review my case again, I can send you my ID card and any other documents that you need.

Hi Rencsi123,

As already explained there is nothing we can do to assist you. It is your responsibility to keep track of the accounts you register and ensure you comply with the rules that you agree to.

Sorry we could not be of further help.

ThePOGG

I don`t think that`s fair, but it is what it is. Thanks for your time. Have a nice day.