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EnergyCasino - non-payment

Ruling

Found for the Casino - This player has opened more than one account in breach of terms and conditions. As such there is nothing we can do to help them.

Read our EnergyCasino Review.

Player's Complaint

I registered in EnergyCasino a few days ago, It was all okay. I deposited 5 times a total of 75000 HuF, my last deposit was 15000 HuF. I made my way up to 340000 HuF, I made a withdrawal of 200000 HuF then I lost the rest. 1 or 2 days later they locked my account, and I have got an email about I already had an account with them. I have been gambling like 7-8 years, I registered like a hundreds of casinos, and sportbetting sites. Sometimes I drink a bit too. It was happened before that I tried to register a casino that I already have an account but they never let me, I got the message you already have an account please log in. So I could login or if I don't know my deatils I just left the site. But this time they let me register, and made a couple of deposits. They didn't check anything when I tried to deposit, they just check once I won and I tried to withdrawn my winnings. I didn't use any bonus so it was just my money. They said I can get my last deposit back 15000 HuF and that's it. They didn't give me any answer when I asked them to tell me when did I register the other account if I even did it. In my opinion I should get my winnings, because this casino should have told me that I have an account with this deatils, I can't remember every casinos where I played before. I hope you can help me, my friend told me about your site, you helped him to get back his money too. Thanks.

Read the casino review

5 Responses

User icon
thepogg
October 25, 2021

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

User icon
thepogg
October 27, 2021

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

User icon
Rencsi123
November 7, 2021

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.

User icon
thepogg
November 7, 2021

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

User icon
Rencsi123
November 7, 2021

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

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Agreement

Rencsi123 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:

  • EnergyCasino
  • United Kingdom Gambling Commission
  • Probe Investments Limited

October 25, 2021

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.