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Bonus & offers: EnergyCasino - Customer orientation is different !!!

Topic created on 07th Apr. 2018 | Page: 1 of 1 | Answers: 9 | Views: 3,122
Fastlane704

EnergyCasino - Customer orientation is different !!!

7th Apr. 2018, at 04:29 pm CEST#1
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Hello,

on 22.03. I registered at https://energycasino.com/de/ and deposited three times 100 Euro via Paysafe. For the third Deposit I got a Reload bonus of 50 Euro.

I subsequently won very extensively: First on "Immortal Romance" on EUR 4.80 EUR 1,232 win, then upped the bet to EUR 10/game and after smaller wins on "Starburst" and "Gonzo's Quest" full pound on "Jack and the Beanstalk". My account showed a balance of almost 12.000 Euro!!!

I had cleared the bonus (EUR 5,250 turnover) and cashed out EUR 9,000. With the rest I wanted to continue playing, when suddenly the withdrawals were back on the account and finally disappeared completely. I was automatically logged out.

In the meantime I had received the following mail:

Dear User,
Thank you for choosing EnergyCasino.com
Please be advised that we had reviewed your gaming history and it turned out that the Bonus terms & conditions were violated.
Therefore, we had to remove all bonus winnings transferred into real money wallet.

Your last deposit of 100EUR is available in your account.
Kindly note that according to terms and conditions of all available bonus offers:
Before any withdrawals are processed, your play will be reviewed for any irregular playing patterns. The maximum bet (including additional features such as gamble and/or mini games) allowed cannot be greater than €5 until the Wagering requirements have been met. Bets of larger amounts until bonus is fully wagered will not be accepted. For other currencies the following limits apply: 5 GBP, 5 USD, 25 PLN, 150 CZK,1500 HUF, 300 RUB, 50 NOK, 50 SEK. Should the Casino deem that irregular game play has occurred, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings.
Full text can be found under the URL below:
https://energycasino.com/en/Promotions/Terms-and-conditions/reload-bonus
Do not hesitate to contact us should you have any questions.

Best Regards,

EnergyCasino Team

So I had violated the bonus conditions , played with too high stakes and got my last bet (100 Euro) credited again

One moment 12,000 euros richer and the next again completely grounded and depressed. Presumably the casino is completely in the right, nevertheless some questions arise for me


  1. In the bonus phase, certain games are not possible (e.g. "Dead or Alive") - a selection is technically prevented, a withdrawal is also not possible. Likewise, when the account balance is called up, it is displayed here that the bonus has not yet been fully wagered. Why is the selection of too high a stake not technically prevented ?

  2. A part of the 12,000 euros I had achieved with stakes of less than 5 euros, which is evident in the transaction overview. Why is not at least this win credited again ? If I had played "Jack and the Beanstalk" with a 5 Euro stake, I would have won EUR 4,850 instead of EUR 9,700 (with a 10 EUR stake) - why is this not taken into account ?



With these arguments I went to 23.03. with the request for an accommodating regulation and got the following answer on 27.03:

Dear xxx,
Thank you for contacting us recently.
Please allow me to introduce myself, my name is xxx and I am one of the team leaders here at EnergyCasino.
I have reviewed your account and your communication with us. I would like to address some of your comments which you have made: "You have informed me of this with a mail attached with a reference to a violation of your bonus conditionsâ€, "I do not consider this behavior to be correct", "Why are players not actively being notified when applying for the bonusâ€, "Why is not given a hint when exceeding the stakes?â€
The Welcome bonus Terms & conditions are easily accessible on our website through the banners and through section Promotions. Every promotion has a link ‘'T&C apply. Also, when you have clicked to select your deposit method the available Bonus Promotion include a link to Bonus Terms and Conditions are visible. The Bonus Terms and Condition under Point 18 are also clear:
Point 18. Before any withdrawals are processed, your play will be reviewed for any irregular playing patterns. The maximum bet (including additional features such as gamble and/or mini games) allowed cannot be greater than €5 until the wagering requirements have been met. Bets of larger amounts until bonus is fully wagered will not be accepted. For other currencies the following limits apply: 5 GBP, 5 USD, 7 CAD, 7 AUD, 25 PLN, 150 CZK,1500 HUF, 300 RUB, 50 NOK, 50 SEK. Should the Casino deem that irregular game play has occurred, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings.
It is solely our player's responsibility to be familiar with our Terms and conditions, which you have accepted during registration of your account and when selecting bonus option during deposit
We would like to inform you that there is no grounds to request refund in such situation however we have refunded your original deposit in full (amount of 100 EUR)
All your ‘'winnings' with bonus funds came from overbets, therefore they have been confiscated and decision of our Payments department is deemed to be final
If you feel we have not honored the terms and conditions of our website in any way here you can find our complaints procedure, you can send your complaint in via email to support@energycasino.com. We also clearly advertise this procedure in our terms and conditions that you accepted upon opening your account.
Casino Website T&C Point 26. Complaints.

  1. In case of a complaint or an issue, the Client is to contact customer support by email on support@energycasino.com , detailing the nature of the complaint. EnergyCasino customer care representatives shall reply to the Client accordingly to address the issue, and will try to reply to all requests within 48 hours from when the complaint is sent.

  2. If the Client feels that the complaint has not been resolved, he or she can bring the dispute to the Malta Gaming Authority by email on support.mga@mga.org.mt.


Please note that we are a fully licensed operator and are regulated by the UKGC and MGA.
We now deem this matter to be closed.
Kind regards,
xxx
EnergyCasino Team

CONCLUSION: Before claiming a bonus, read the terms and conditions and stay away from EnergyCasino, which with this behavior has done a disservice to the image of rip-off OCs.



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Rasmik12
Top Member

EnergyCasino - Customer orientation is different !!!

7th Apr. 2018, at 06:23 pm CEST#2
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I'm sorry that they didn't pay out your win, but unfortunately you violated the bonus rules.
Otherwise, I have had a good experience with the casino. Super fast payouts.
Since the beginning of the year, only the game selection is no longer so interesting for me, because unfortunately the Novo games are gone

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Anonym

EnergyCasino - Customer orientation is different !!!

7th Apr. 2018, at 07:28 pm CEST#3
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An automatic warning would be optimal of course but I think that people do not pay attention to the bonus only comes right.only win have the thereby also not! Finally you have the stake again the casino has thereby nothing

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tontoo2
Experienced

EnergyCasino - Customer orientation is different !!!

7th Apr. 2018, at 07:59 pm CEST#4
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I am not so sure about the win that the casino would not have due to such limits. Quite conceivable that such retentions act as a booker chip. For me, it is very questionable whether the circumstances are entered into the slots.

On the other hand, the 5-Euro Rule is yes meanwhile, although unsightly, very widespread and known. Would not necessarily blame it on the casino, there are quite different cases and specialists in the field of bonus promises and fraud. Technically, however, you would have to be prevented from making higher bets, which would certainly not be difficult to implement. And there we are again with the quasi bookie chip. ðŸ™"

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Anonym

EnergyCasino - Customer orientation is different !!!

8th Apr. 2018, at 12:39 pm CEST#5
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Losing 12,000 euros when you think you already own it is more than bitter.
My advice to all:

If, like here, 3 x 100 euros were deposited and then with the last Deposit another 50 euro bonus was added, go to the chat or write an email and let the bonus always cancel.
In almost no casino it is worth the effort to play through the bonus.

Then rather deposit 50 euros less and waive the bonus and your wins are safe!

I myself have already made a very bad experience with it.

I got somewhere once bonus free spins with ultimately 5 euros win or so, but max. 10 times the maximum payout, so 50 euros.

Then I was able to play my way up from the 5 euro free spins bonus to around 600 euros, but could only pay out 50 euros.

So always play only with your own money, then you get your wins - bonus makes unnecessary worries !

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S****8

EnergyCasino - Customer orientation is different !!!

8th Apr. 2018, at 05:13 pm CEST#6
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Fierce !
Very sad that you played with bonus ! Because of 50,00 € Reload bonus!?

The casino can not help it and will do a devil to point out that you drive too high stakes in the bonus!

Imagine you would have deposited the 50.00 from you without bonus?

Would then all yours!

Gamer777 is absolutely right ! WITHOUT BONUS ! I also only do !

Had that also once 500 € won immediately at the 2.Spin in a nirvana of free spins come ....gefreut and could only 100€ pay out !

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Anonym

EnergyCasino - Customer orientation is different !!!

15th Apr. 2018, at 04:38 am CEST#7
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Fastlane704 wrote on 04/07/2018 at 16:29
CONCLUSION: Before claiming a bonus, read the terms and conditions and stay away from EnergyCasino, who did a disservice to the image of rip-off OCs with this behavior.

Without bonus is eh always better ... da kannste make what you want^^
According to conspiracy theory, the big winnings would not have come without a bonus.

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Anonym

EnergyCasino - Customer orientation is different !!!

15th Apr. 2018, at 11:54 pm CEST#8
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They are actually very accommodating...

I had there at that time my biggest online profit around dei 16K, in a partner casino of which I deposited something and the Deposit was not executed for whatever reason, so told me the LiveChat, so the customer account was in the red, and my customer account where the 16K were on it was you.
The lady in the chat then called her top boss, and asked for a solution, the solution was :
In the old account to pay the money and ready, the next day was then the money on the account, I found very accommodating.
I had to give the LiveChat the confirmation (screen of Sofortüberweisung, at the same moment the money was transferred)

And yes, with bonus games is always such a thing... in some casinos you can cancel the bonus itself which is very good, and in others you get the always credited immediately with the deposit, which is not so good - the LiveSupport in the casinos removes the only reluctantly.
With me it was once so, I have deposited 50 and get a 25 € bonus, played up to the 900 € again fallen to around the 450 € I wanted to withdraw went well, but then they rubbed me under the nose a 6 € spin, the account was blocked the wins retained, but the deposited money there was back. . .

I know how you feel, with me the shock was also great but in the end with a better outcome.

No one has money to give away, with a bonus there is always some kind of catch...



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Roshakira
Visitor

EnergyCasino - Customer orientation is different !!!

8th Dec. 2021, at 07:52 pm CET#10
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Rasmik12 wrote on 07.04.2018 at 18:23: I'm sorry they didn't pay out your win, but unfortunately you violated the bonus rules.
Other than that, I have had a good experience with the casino. Super fast payouts.
Since the beginning of the year, only the game selection is no longer so interesting for me, since yes unfortunately the Novo games are gone

It's just like me. Everything without problems, fast payouts, etc.
Also Jackpot I had paid out without problems 😊

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Sprengsatz
Experienced

EnergyCasino - Customer orientation is different !!!

9th Dec. 2021, at 01:00 pm CET#11
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How can you be registered since 2018 and play with nem bonus 4.80 and 10 euros and then still open a thread. Help

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