EnergyCasino— player complaints: 40 in English

Reason: Delayed payment Dear AskGamblers Team,I am lodging an official complaint against the operator EnergyCasino regarding the unlawful withholding of my winnings.The total withdrawal amount was 40000 PLN, which was divided into four equal parts due to the limits imposed by the casino. The operator paid out the first part amounting to 10000 PLN only after 10 days of my daily contact. This indisputably confirms that my account is fully verified and the funds are legal.The remaining amount of 30000 PLN has been withheld by EnergyCasino for over two weeks now. These funds still have a status allowing them to be cancelled, which indicates that the operator is deliberately delaying the transaction process. Customer support via live chat avoids providing any specific reason in their daily messages. They hide behind generalities about withdrawal queues or technical issues, merely repeating the formula that my funds are safe.I have exhausted the path of direct contact with the casino, having written multiple times via live chat, to the responsible gambling department, as well as to customer support; however, my demands for the due payout are being ignored.EnergyCasino's actions against me violate the MGA licensing standards and the principles of fair player treatment.I kindly request your intervention and assistance in enforcing the payout of the 30000 PLN owed to me.To substantiate my claims, I have attached screenshots of my chat transcripts and relevant emails.Thank you in advance for your assistance.Sincerely,<full name removed>

Reason: Delayed payment Hello AskGamblers Complaints Team,I am submitting this complaint against Energy Casino regarding a severely delayed withdrawal totaling 120,000 HUF, consisting of smaller accumulated winnings.I initiated my final withdrawal request on August 27th, 2026. However, this initial attempt was cancelled and refunded back to my casino balance due to what the casino cited as a "technical error." Following their instructions, I requested the withdrawal again.Since September 5th, 2026, the withdrawal status has been stuck "in progress." It has now been nearly three weeks, and absolutely no progress has been made. I have contacted their customer support multiple times to resolve this issue, but I am only receiving generic responses asking me to wait, with no actual updates or timeline provided.My account is fully verified, and I have complied with all standard procedures. I kindly request Energy Casino to process my payout without further delay.Thank you for your assistance. --- Ответы в треде --- k.b.jucus • Hungary 2 days ago Dear AskGamblers, My withdrawal has been approved. The status is now marked as "Completed". Thank you very much for your help! but it hasn't arrived in my bank account yet." k.b.jucus • Hungary 3 days ago Thank you Dear AskGamblers! AskGamblers • Support Team 3 days ago Dear EnergyCasino,Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.Thanks in advance for your cooperation. k.b.jucus • Hungary 5 days ago "It has been almost a month now and I still haven't received my prize, and there has been no change in the status."

I am submitting a formal complaint regarding two withdrawals from my EnergyCasino account, totaling 19,300 NOK. The withdrawals were requested on 29 July 2026: 14,800 NOK and 4,500 NOK. As of today, 8 August 2026, both withdrawals are still showing as pending and have not been processed. I have contacted EnergyCasino Customer Support several times. They have repeatedly stated that the delay is caused by technical difficulties affecting pending withdrawals. They have also confirmed that there are no pending verification issues with my account and that my withdrawals should be processed once the technical issue is resolved. However, EnergyCasino has been unable to provide any specific information about what the technical problem is or when it will be resolved. I have received repeated generic responses without any timeframe or concrete solution. I have been patient and cooperative throughout this process, but I believe that this delay is unreasonable. I am asking CasinoReviews to review my case and assist me in obtaining the 19,300 NOK owed to me. I can provide screenshots of the pending withdrawals and my communication with EnergyCasino as evidence.

Energy casino bloced my account and refused to pay out my winnings. Despite contacting their customer service multiple times, they didn't offer any clear explaination on why they blocked my account or refused to pay my winnings. I hope you could help me in resolving this matter.

Kérem kivizsgálni a következő helyzetet Feltöltöttem a számlám 6080 Ft - al bónuszt igenyeltem nyertem 20.000 Ft melyet a casino a bónusz feltételekre hivatkozva elkobozot így törölte a kifizetést és a nyereményt is elkobozta De vissza adta a 6080 Ft befizetéssem ez követően bónusz igénylése nélkül valós összegből (6080 Ft) nyertem 38000 Ft ot melyből 35 ezer Ft kifizetést kértem a casino kifizetni nem akarja mivel ugyan arra hivatkozik mint az elkobzott 20000 Ft így a 35 ezer ft se kifizetni nem akarja valamint még vissza is vették jogtalanul nem fizeti ki a casino az összeget kérem ennek kivizsgálását mivel a casino jogtalanul járt el kérem ennek az összeg kifizetésèt

Hello, Before submitting additional evidence, I would like to ask a procedural question. My complaint concerns what I believe was a misleading in-game warning message displayed during bonus wagering. I do not have a recording from the original gaming session. If I am able to demonstrate that the same game, under the same bonus conditions, still displays the same warning message today, would such evidence be considered relevant in assessing whether the interface could reasonably mislead a player? I understand that such a recording would not prove what happened during my original session, but it may demonstrate how the system presents this information to players. Thank you for your guidance.

My Energy Casino account was closed and my winnings were confiscated without a specific explanation. The operator only referred to general Terms and Conditions such as “irregular play” and possible violations, but did not provide concrete evidence or explain exactly what rule I allegedly violated. I would like to clearly state that: - all documents submitted belong to me personally; - all payment methods and cards used were mine; - I did not use stolen or falsified documents; - I did not intentionally violate the Terms and Conditions. I contacted the Malta Gaming Authority and was referred to ADR/CasinoReviews for further dispute resolution. I respectfully request an independent review of my case and clarification regarding the confiscation of my winnings and account closure.

Witam, dnia 15.01.2026 otrzymałam darmowe spiny, był wymagany obrót środki zostały zabrane do kwoty maksymalnej wygranej 500 zl (w momencie obrocenia ok. 800zł)po obróceniu byłam przekonana że mozna grać dalej jak na innych platformach czuje się nie sprawiedliwie potraktowana gdyś gram tam już sporo czasu i było mnóstwo wpłat na tą platformę w regulaminie nie ma zapisku ze z środków na koncie rzeczywistym nie mozna kontynuować gry tylko aby skontaktować sie z obsługą w takim wypadku taka informacje przeczytałam i grałem jak to zwykle w gry które preferuje według mnie miałam pełne prawo grać z moich środków z konta rzeczywistego a informacje w tej sprawie są nie jasne proszę o rozpatrzenie mojej wygranej. Kwotę która wypłacałam 3200zł środki zostały ponownie zabrane do kwoty 500zł jakby to była gra bonusowa a wygrana którą dołączam została wygrana z konta rzeczywistego. Pozdrawiam ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

I deposited 400 into Energy Casino, won some money and then got an email stating terms and conditions telling me my account is now closed and they are keeping all funds. Im not aware of which terms i am alleged to have broken as they just sent a generic email and will not give me any details. Is this something they do to every player just to steal their money?? I asked to go through their complaints procedure but they have told me they have made their final decision. Below is what they sent Dear Ronan, thank you for contacting us. Please be informed, that your account has been closed in accordance with point 10. of our ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ As a result, winnings associated with this account has been cancelled and can not be reinstated. The decision in this case remains final. We appreciate your cooperation and understanding in this matter. Thank you for letting us know about your intentions regarding this case. Should you wish to file an official complaint, please proceed with steps outlined in point 27. of our ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ Have a good rest of the day. If you have any questions or concerns, please do not hesitate to contact us again. Kind regards,

Természetesen, itt van a **teljes, végleges angol szöveg** egyben, kimásolható formában: ## **Official Complaint to CasinoReviews ADR** ### **Subject:** **FORMAL COMPLAINT (▇▇▇▇▇▇▇▇▇▇) – EnergyCasino (Probe Investments Limited) – Unlawful Account Closure, Confiscation of Winnings, and Suspicion of Fraud** ### **Personal and Account Details** - **Name:** ▇▇▇▇▇▇▇▇▇▇ - **Date of Birth:** ▇▇▇▇▇▇▇▇▇▇ - **Mother’s Name:** ▇▇▇▇▇▇▇▇▇▇▇▇▇▇ - **Address:** ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ - **EnergyCasino Username/Account Number:** ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ - **Registration Period:** Over 5 years - **Email Address:** ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ - **Phone Number:** ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ - **MGA Ticket Reference:** **QXG-WWGBD-853** ### **Subject of Complaint (Summary)** The casino has **unlawfully restricted my account, refused to pay out a legitimate roulette win, and confiscated my entire balance**, citing an alleged “Duplicate Account.” The casino’s conduct – including **withholding evidence and closing a fully verified account** – clearly demonstrates an attempt to **illegally appropriate my legitimate winnings (approximately HUF 1,200,000 in total)**, which raises a **serious suspicion of deliberate fraud** by the operator. I have already reported this case to the **Malta Gaming Authority (MGA)** under ticket reference **QXG-WWGBD-853**, and I am now submitting it to **CasinoReviews ADR** for independent investigation and resolution. ### **Detailed Chronology and Points of Complaint** #### 1. **Start of Problems – Withdrawal Intention and Restrictions** - I have been a verified EnergyCasino customer for over 5 years without any issues **until I won**. **The problems only began once I attempted a withdrawal.** Throughout this process, the casino’s actions clearly indicated an intention to **unlawfully withhold my winnings.** - The Support team **failed to provide any satisfactory explanation** for the imposed restrictions. - During Live Chat, I mentioned I wanted to use my winnings **to support my family**. The casino **misinterpreted this**, applying unjustified **Responsible Gaming restrictions**, which I explicitly **denied were necessary**. #### 2. **Unpaid Roulette Winnings – 624,000 HUF (Mega Roulette, 2025.10.18, 17:56)** - I cancelled a **468,000 HUF withdrawal request** and continued playing, increasing my balance to over **728,000 HUF**. - On **18 October 2025, at 17:56**, I placed a **140,000 HUF bet** on **Mega Roulette**. - The winning number was **20**, so the **correct payout should have been approximately 624,000 HUF**, but the system credited **0.0 HUF**. - I reported this immediately, but the casino **has still not provided any official explanation or correction** for this missing win. #### 3. **Account Closure, Fraud Accusation, and Confiscation** - In order to proceed with the withdrawal of the remaining **588,000 HUF**, I **voluntarily uploaded all required verification documents and bank statements.** - The casino **accepted and verified** all these documents, confirming my account was **fully verified.** - Shortly afterwards, the account was **suspended**, and I was **falsely accused of fraud** and operating a “duplicate account.” - Consequently, **all my winnings were confiscated.** - This behaviour is **unethical and unreasonable**. If their claim were legitimate, **why did the casino wait five years** to act? Why did the “duplicate” issue only appear **right after I won and verified my account?** - I clearly state that **I have never created any duplicate account myself**. It is entirely possible that **my personal data was misused by someone else**, but the casino **ignored this possibility** and provided **no evidence whatsoever** to justify the closure. #### 4. **Withholding of Evidence and Suspicion of Fraud** - The casino **refuses to share any evidence** supporting the duplicate account accusation, only stating that _“their decision is final and no further discussion will be held.”_ - Such conduct – closing a verified account without presenting evidence – **violates the principles of fair play and transparency** and strongly suggests that the casino’s **sole intention was to unlawfully confiscate my funds and winnings.** ### **Requests to CasinoReviews ADR** 1. I request **a full independent investigation** into EnergyCasino (Probe Investments Limited) concerning the alleged misconduct and suspected fraud. 2. I request **the retrieval and review of all relevant game logs, live chat transcripts, and email communications** between me and the casino. 3. I request **a full investigation into the missing Mega Roulette win of 624,000 HUF from 18 October 2025, 17:56**, and the instruction for its rightful payment. 4. I request **the full disclosure of evidence regarding the alleged duplicate account** and that the ADR compel the casino to **lift all wrongful restrictions**, **reopen my account**, and **investigate potential misuse of my personal data.** 5. I request **the immediate release and payment of my unlawfully confiscated 588,000 HUF account balance.** 6. I hereby inform the ADR that if this complaint does not reach a satisfactory outcome, **I will retain legal counsel and file a criminal complaint for fraud** against Probe Investments Limited. I respectfully request the assistance and intervention of **CasinoReviews ADR** to ensure that my **legitimately earned winnings are paid out** and that **EnergyCasino’s unethical and potentially fraudulent conduct** is thoroughly investigated. Sincerely, **▇▇▇▇▇▇▇▇▇▇**

Energy Casino blocked my initial account without any prior notice. No breach of T&C was made. I created a new account, which was by the way verified as well by their side, and earned winnings. They now accuse me of having dual accounts and breaching their T&C. The end conclusion from their side is that I have committed fraud, hence my funds are now confiscated.

I registered on their website and deposited money several times without being asked for any identification or proof of documents. I played online slot games, and when I won and requested a withdrawal, my account was blocked the next day. The operator then requested a list of documents, which I submitted in full. However, this morning I received an email stating that my winnings were cancelled due to “multiple accounts under the same name.” As a result, they cancelled my winnings. My concern is: • If they detected issues with my registration, why was I allowed to deposit funds and play without any verification? • I am not requesting my winnings, but I respectfully ask for a refund of my deposit amount of approximately €120. I kindly request MGA to review this matter and assist me in recovering my deposited funds. Thank you for your time and support. Sincerely, ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇

I requested a withdrawal from Energy Casino on [09.08.2025]. Deposits and account verification went smoothly, but withdrawing winnings has been a nightmare. The customer support keeps replying with copy-paste messages about “technical issues” without providing any concrete explanation or deadline. According to their own terms, withdrawals should be approved within 3 working days. This period has already passed, yet my payment is still pending. Meanwhile, the casino continues sending promotional emails to deposit more. I have already filed a complaint with the Malta Gaming Authority (MGA) and Casino Guru, including all correspondence. I encourage other affected players to report issues to the regulators as well.

Üdv Casino bónuszból nyertem 52000 ft-ot ki akartam utalni de nem engedtèk.Mert mèg nem volt meg minden okmànyom nàluk.Elküldtem nekik mindent amit kèrtek,A skrill pènztàrcàmról is egy kèpernyőkèpet.Egy pàr nap múlva azt az üzenetett kaptam tőlük hogy a megnyert pènzt elkoboztàk ès kitiltottak az oldaról mert nem a sajàt nevemen lèvő szàmlàról fizettem be.De ez nem igaz mert a sajàt skrill szàmlàmról fizettem be amiről küldök önöknek egy fotót is, ezen a szàmlàn akkor is ès jelenleg is több szàzezer Ft van.De viszont ha ez pèdàul igaz lenne ha ők kitiltottak az oldalról akkor mièrt nem utaltàk vissza a rosszul befizetett 40000 ft-ot.Tehàt követelem tőlük az elkobzott 50000ft-ot plussz kàrtèrítèst is az elkövetett sèrelmekèrt.De ha valamit mègis rosszul csinàltam akkor kèrem vissza az ő szerintük jogtalanul befizetett sok szàzezer Ft ott amit a skrilles keresztül fizettem be mert ha emiatt tiltották ki akkor az a pènz nem lehet nàluk jogosan Előre is köszönöm a segítséget ▇▇▇▇▇▇▇▇▇▇▇

i have given all they asked for (passport, driver license, birth certificant, my adress from suomi.fi, dank statement) and now they are asking for notarised passport that costs 80€ and passport should we valid ID. Image redacted

I have been having problems with energy casino for a long time. I have been playing harmlessly as a minor, but I have not received my money back. I gave them all the documents they asked for. However, after these they ask for a notary of my passport photo. It costs 70 euros and I am not ready to pay that. Can you help me?

I do not agree with the casino's decision and maintain that the account from which I made the deposit and the photo of my ID card are confirmation that the account is authentic and the only one, I have no idea who previously created it using my name and date of birth, but I assure you that the account with the email address [email protected] is the only and authentic one, please help me in the dispute with the administration of this casino.

After playing at Energy Casino I won a total amount of 5800€ (1800€ + 4000€ I had as withdrawals if I remember correctly). I had previously won a few times and had earlier verified my account with the operator as well as received my winnings. After the latest win however, my account was suddenly suspended and my winnings confiscated. After numerous times asking the operator for a reason/clarification I received no reason for why the account had been suspended. I contacted ECogra (per the operators instructions) and received a case file where they are claiming my documents are invalid (?) “_**as the operator found that the consumer submitted documentation that did not meet their minimum verification requirements**_” I have provided them with ALL the docs **THEY** have asked for (and been verified by them and received winnings earlier!?) so this is absolutely NOT TRUE. I tried asking ECogra for clarification on this and was willing to provide them with more evidence regarding my docs as well as told them that this is not true what the Casino is claiming, without receiving any response from them anymore. I don't know what to do anymore since the Casino is not being honest and ECogra is not helping. I contacted MGA who directed me to you. Can you please help. Attached are the chat convos (clipped into one file/window) and mail threads. I also have the ECogra case file which I can provide you as well as anything else you might need. Please help. Thank you, ▇▇▇▇▇▇▇

**Energi Casino’s Unfair Practices and Failure to Enforce Terms ** **Casino Name**: Energi Casino **Issue**: Negligence in Communicating Terms, Lack of Technical Restrictions, and Unfair Confiscation of Winnings **License Number**: MGA/B2C/224/2012 (issued on 01/08/2018 by the Malta Gaming Authority) **Background** On **December 24, 2024**, I received a **300 NOK bonus** from Energi Casino as a reward for being a loyal player. Prior to this, I had deposited and lost several thousand NOK. The bonus was given as a "thank you for my loyalty." During the chat, I was only informed about the **35x wagering requirement**. There was no mention of a **50 NOK per spin maximum bet limit**. As a player, I expect the casino to clearly communicate critical terms, especially those that directly impact gameplay. It would have taken minimal effort to mention a bet limit alongside the wagering requirement. Energi Casino failed to do so. **What Happened**? - I started playing and wagered over **9,500 NOK**, primarily with an average bet of **30 NOK per spin**, well below the stated limit. However, there were occasional spins where bets exceeded 50 NOK. - The casino **allowed these bets without any warning or technical restriction**, even though it is their responsibility as an MGA-licensed operator to prevent such occurrences. - As I approached meeting the wagering requirement, my winnings were confiscated. The casino claimed I had "violated the terms," even though I was never properly informed, and winnings from compliant bets were also seized. **Why This is Unacceptable**** 1. **Lack of Communication**: Failing to inform players of a bet limit during bonus activation is both unprofessional and misleading. Players cannot be expected to guess at hidden terms. 2. **No Technical Restrictions**: It is the casino’s responsibility to implement technical measures that prevent players from exceeding bet limits. This is explicitly required under **Article 13 of the MGA’s Remote Gaming Regulations (S.L. 583.01)**. Energi Casino failed to meet this obligation. 3. **Unreasonable Penalty**: Confiscating **all winnings**, including those from bets within the 50 NOK limit, is not only unfair but a breach of the principles of fair play. **What I Demand** I demand that Energi Casino: 1. Reassess their decision and release all winnings derived from bets within the 50 NOK limit. 2. Implement technical restrictions to prevent such situations in the future. 3. Commit to clearer communication of terms and conditions, particularly when bonuses are activated. **Conclusion** This is a clear example of how casinos create unfair situations by failing to disclose critical terms and avoiding responsibility for protecting players. Energi Casino holds an **MGA license (MGA/B2C/224/2012)**, which should provide me as a player with trust and security. Unfortunately, their practices have given me the opposite impression.

Hello , sir /madam I played with energy casino ,game name sugar rush, i won 9000 euros after that they told me that you complete your wager i completed,I send for withdrawal 7000€ after two days they just removed all amount ,they found reason that i bet more then 5 euros,I showed them proof i bet 20 cent,then they found other reason,why i bought bonuse , they just push me out from them office which located in gzira unrespectable people, they ask me different kind of question which are use less ,why i need that funds ,I won and i have rights to ask ,when i was deposite no any problem when i won they don't have any reason,and i have all proofs ,thank you.