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Resolved - Both the submitting complainant and Energycasino have informed us that this issue has been resolved and the player has received their funds.
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Hello, I first registered with the site energycasino.com in 2019.
I had been gambling there for a while, however, until the gambling got out of hand and I slipped into gambling addiction. I sought professional help against this and sent an email to EnergyCasino on January 14, 2020 requesting account suspension due to gambling addiction issues. My transaction list also shows that I made close to 500 transactions at the casino during this period. These transactions also ended abruptly on 1/14/2020.
Last week I had a relapse and then wanted to have my account blocked at all online casinos known to me and set limits.
So I signed up for an account at energycasino.com and was amazed to find that I can use my account without any restrictions and make deposits.
As the temptation was very big I deposited a total of 1620 € into the casino and of course I did not make any profit.
After that, I had my account blocked directly and remembered that is but back when I was so active in this casino already asked for an account block due to gambling addiction.
So I should have actually found a closed account and searched out the which email about this blocking request.
I wrote to the casino's support and forwarded the email and submitted a screenshot of it.
However, the casino had then informed me that you allegedly never received an email from me.
However, I can prove that I sent this email and that it was also successfully sent by my email provider.
The casino has also informed me that they have allegedly contacted me several times and pointed out my gambling behavior.
Unfortunately, this is also a false statement, as I have only received one email about setting limits when I registered with the casino.
I ask you to support me to get my money back. I can prove this email and therefore the casino should have blocked my account at that time. So I should never have been able to make deposits.
Thus, I demand a refund from casino in the amount of 1620€.
Thank you in advance for your help.
Hello, I have read the complaint guide and understand the complaint management process.
Regarding your question:
No, that is not correct. I opened an account with energycasino in 2019. I had this account blocked on 01/14/2020 due to gambling addiction.
After that I also did not log in the account anymore, because I assumed that it was blocked.
Now I fell off the wagon and have played at energycasino again, with the same account, which I had blocked due to gambling addiction. However, I only remembered afterwards that I had actually had the account closed.
The energycasino told me they never received this email, but I can prove the email.
Therefore, I demand the amount that I have gambled after the request to close the account back from the casino, because I should actually have a closed account here and therefore also no transactions should be made from my side.
Please forward the email to [email protected].
Hello, i sended you the Mail.
Please take a screenshot of this email and send it through to us.
Hello, it’s sended.
We need you to create a video on your phone of you logging into your email account on another device, going to your sent mail folder, locating this email and opening it, ensuring that you show the details of where the email was sent to.
You can use a free file transfer service like TransferNow to send the file to us.
i made a screen recording and showed you the sended mail in another email app from web.de
I sended you the video via mail.
Thanks for your email. However, you have not followed the instructions provided.
Firstly - a screen capture video is not sufficient. You need to use your phone to create a video of you going through this process on another device.
Secondly - you have not shown yourself logging into your email account.
Please create another video meeting the above standards.
Hello, I created and new video and sended it to you.
Please Tell me if this is alright.
The operator informs us that this matter has been resolved. Can you confirm this outcome?
thanks for you reply. They offered me a 50% refund and i accepted this.
Will be on my Bank Account in 3-5 days, then i Can confirm that this is solved.
today i received the refund. Thank you very much for your help.
Thanks for letting us know - it is appreciated :)
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Energycasino - refund request
Posted by Pascal107
January 11, 2022
Pascal107 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:
January 11, 2022
Hi Pascal107- 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.
– 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 confirm if this is correct:
You self-excluded your account on the 14th of January. You then opened a new account last week?