Energy Casino - Igrački nalog je zatvoren.

Energy casino blocked my account without prior notice. I contacted their support several times to ask for the reason but they won't provide any clear explanation. They also refused to pay out my winnings. I believe this treatment is unfair, and I am asking your help in resolving this issue and receiving my winnings. Thank you!

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

• I only played with slot games.
• No, I was not able to complete the verification process. The casino blocked my account before giving me a chance to finish it.
• Yes, my winnings were accumulated while a bonus was active.

Thank you very much for your reply, User8719. Do I understand correctly that you had C$1200 (dispute value) in your casino account before it was closed?

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I forwarded the emails. As you can see, they won't give me an exact reason on why they closed my account. They also refused to pay my win.

Dear User8719,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello User8719,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.

We would like to invite Energy Casino to join the conversation.

Dear Energy Casino,

I acknowledge that it is standard industry practice for casino management to reserve the right to close player accounts at its discretion. At the same time, we would kindly note that any related financial obligations are expected to be settled accordingly.

Measures such as the confiscation or withholding of player winnings are significant in nature and typically have to be supported by clear and substantiated evidence of a potential breach of the casino’s terms and conditions. At this stage, the specific grounds for such action do not appear to have been communicated to the player, which makes it difficult to consider your actions as justified.

We would therefore appreciate your cooperation in providing clarification and any relevant supporting evidence regarding the potential rule violation or other reasonable justification for your decision, so that the matter may be reviewed independently. Kindly forward the relevant information and evidence to michal.k@casino.guru.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear User8719,

Unfortunately, I have not received a response from the Energy Casino team through the usual communication channels.

As our objective is always to achieve a clarification and, where possible, a fair resolution of the matter, I have also attempted to contact the casino through alternative channels. In light of this, I will extend the response period by a few additional days.

I trust that the casino team will provide their response shortly.