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Casino verification: EnergyCasino - Problem with verification

Topic created on 20th Aug. 2020 | Page: 1 of 2 | Answers: 13 | Views: 4,059
freddiw

EnergyCasino - Problem with verification

20th Aug. 2020, at 04:52 pm CEST#1
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Dear Community,

i was not a member of this forum before and found this via the search function. Apparently it happens again and again that there are problems with the verification.

In EnergyCasino I have deposited a little over 3,000€ with my credit card during the month of July. Mostly always amounts between 100€ - 300€.
After a nice win of about 6,000€ in a PlaynGo game, I played the Crystal Ball game from Ballywulff on 50€/spin. It's not usually the bet where I feel comfortable but I wanted to try 20 spins on the bet. Free spins came up, best symbol (head or the wizard) and I got 4 of them, resulting in a win of over €50,000. That's just to explain where the high sums come from.

The Verification email arrived, all documents were photographed and sent. The first withdrawals went smoothly into my account, unfortunately with the daily limit of 5,000€ / day.

With an account balance of about 35,000€ I wanted to log in as usual and withdraw the daily amount but my account was locked. On request to the support team, they asked for a screenshot showing the URL and the payments made with the card. And now the fun starts.

My bank account has never had online banking access. I was asked by the advisor at some point but applying for that never interested me further. I sent the support the credit card statement (which came in the mail, as it does every month) for the month of July, where you can see all the deposits made. With this I thought the matter was settled, but unfortunately it was not.

For more than a week I have been arguing with support because they insist on this screenshot. I even went to the bank and asked and they told me: even if I apply for OnlineBanking access now, you can then only see the payments made from the time of activation. In other words, it is absolutely impossible to provide this stupid screenshot. Nevertheless, they keep insisting and always tell me the matter is with the relevant team and I'll hear from them soon. For days I have been fobbed off with nothing but that.

I hope they can give me some advice on how to proceed. Never had such a situation and it is slowly more than frustrating.

VG
Freddi




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derzweifel
Experienced

EnergyCasino - Problem with verification

20th Aug. 2020, at 07:03 pm CEST#2
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The casino's harassment officer must have been on vacation when you started paying out - no good advice for you, you have to rely on the casino's cooperation

One thing I can think of, but you have to think about it at your own Risk and especially research it again - if you request a closure of your account, I think the casino has to either pay out your balance or report you for money laundering / other serious reasons to withhold the money

Good luck!

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ruhrpott
Expert

EnergyCasino - Problem with verification

20th Aug. 2020, at 08:06 pm CEST#3
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Hi,
contact Caro, the Energy Casino is listed here.
Here is Caro's profile: https://www.gamblejoe.com/profil/caro/
Write her a message, in the upper left corner under the profile picture it says "message

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Begbie
Elite

EnergyCasino - Problem with verification

20th Aug. 2020, at 10:32 pm CEST#4
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I have been registered with EnergyCasino since 2018.
Deposited a few times, cashed out a few times.
Completely verified.
Other than that, no major anomalies.
Up until a couple of weeks ago.
Can log in, can play the no Deposit spins if there are any and can also withdraw from it.
If I want to deposit, however, does not work.
Play other slots that have nothing to do with a No Deposit Bonus, does not work.
Deposit and gameplay are blocked.
When asked why, the support said "It is a business decision. Deposit and Gameplay locked"
Without giving more details about the reason.
In any case, a really strange constellation.

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freddiw

EnergyCasino - Problem with verification

21st Aug. 2020, at 04:09 pm CEST#5
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Begbie wrote on 20/08/2020 at 22:32: Been signed up with EnergyCasino since 2018.
Deposited couple times, cashed out couple times.
Fully verified.
Other than that, no big issues.
Until a couple of weeks ago.
Can log in, can play the no Deposit spins if there are any and can also withdraw from them.
If I want to deposit, however, does not work.
Play other slots that have nothing to do with a No Deposit Bonus, does not work.
Deposit and gameplay are blocked.
When asked why, the support said "It is a business decision. Deposit and Gameplay locked"
Without giving more details about the reason.
In any case, a really strange constellation.

I can't imagine what's going on there either. There was also an attempt to delay everything during the first payouts. They also didn't stick to the weekly limits, supposedly because of a technical malfunction. But what they are pulling now is just awesome. Account is closed and I'm allowed to fidget.

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freddiw

EnergyCasino - Problem with verification

24th Aug. 2020, at 05:45 pm CEST#6
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Day 10 by now and I still don't get any info about the said "verification". Constantly only:

"There is still ongoing Verification upon your account, please be patient, we will inform you once it is completed. Sorry for the inconvenience caused."

In another forum there was a case where this "verification" took several months. This can't be legal, mMn. I did not claim any Bonuses and only played slots. Too bad that there are no state-certified Online Casinos in DE, which are not allowed to deduct such a weak profit.

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ruhrpott
Expert

EnergyCasino - Problem with verification

24th Aug. 2020, at 06:47 pm CEST#7
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freddiw wrote on 08/24/2020 at 17:45: Day 10 by now and I still don't get any info on said "verification". Constantly just:

"There is still ongoing Verification upon your account, please be patient, we will inform you once it is completed. Sorry for the inconvenience caused."

In another forum there was a case where this "verification" took several months. This can't be legal, mMn. I did not claim any Bonuses and only played slots. Too bad that there are no state-certified Online Casinos in DE, which are not allowed to deduct such a weak profit.

Just follow my advice and write to Caro.

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freddiw

EnergyCasino - Problem with verification

24th Aug. 2020, at 08:01 pm CEST#8
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ruhrpott wrote on 24.08.2020 at 18:47
Just take my advice and write to Caro.

I already did. She is also just told the same thing. I would get an email "soon"...

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Begbie
Elite

EnergyCasino - Problem with verification

24th Aug. 2020, at 08:17 pm CEST#9
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The best thing to do is to get on their nerves every day in the chat.
With luck, a competent chat employee will come at some point and tell the "department" with a little more emphasis.


/What is in the account? Are all documents approved? Or does it possibly say Rejected for one?

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freddiw

EnergyCasino - Problem with verification

25th Aug. 2020, at 12:25 am CEST#10
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Begbie wrote on 24.08.2020 at 20:17: Best gehste those every day on the bag in the chat.
With luck, at some point a competent chat employee comes to tell the "department" with a little more emphasis.


/e what is in the account? Are all documents approved? Or does it possibly say Rejected for one?

I have asked every day in the chat what is going on. All documents have been verified and the first withdrawals have also worked. Currently, my account is completely locked and I can not log in for a week, just keep asking in chat.

Thanks for your tips

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