Energy Casino - Accredited Casino

phiro555

Newbie member
Joined
Aug 28, 2016
Location
slovenia
Dear @phiro555,

We have reviewed your account and recent activity as well as your communication with us.

Both Loyalty and Customer Support Team have explained to you on several occasions that gambling carries the risk of loss and the spin results are randomly generated. As you know, all game providers we work with are tested and certified to ensure that their algorithms deliver genuine RTP and random results.

We can also see that you are being regularly rewarded for your activity and since you are in contact with your new account manager, we kindly ask you to email him directly and we will be able to give you a full breakdown of your current results and RTP in general.

Hope this helps.

Kind regards,

EnergyCasino
Thank you very much for your fast and kind response . But i didn't say any word that i didn't would be rewarded, i didn't Said that i dont Know my Rtp i exactly described that i know the possibilities of loss i said that that i Know how RTP is working and how its generated, i Know That your license and the games are geniue! Honestly i awaited such offensive answer , onece again i didn't saying that i am not stratified with the bonuses! Please understand that my intention is not to do any harm to Energy casino brand! I yust asked why Energy casino begun to operate with the lowest possible RtP- s on slots, but as i see this is a too private question! And today i again get a message about RTP lowering on the Microgaming provider ☹️ kind regards Peter Z
 

Playford7

Permanent Ban: Too much flaming
MM
Joined
Jul 10, 2016
Location
North east England
Thank you very much for your fast and kind response . But i didn't say any word that i didn't would be rewarded, i didn't Said that i dont Know my Rtp i exactly described that i know the possibilities of loss i said that that i Know how RTP is working and how its generated, i Know That your license and the games are geniue! Honestly i awaited such offensive answer , onece again i didn't saying that i am not stratified with the bonuses! Please understand that my intention is not to do any harm to Energy casino brand! I yust asked why Energy casino begun to operate with the lowest possible RtP- s on slots, but as i see this is a too private question! And today i again get a message about RTP lowering on the Microgaming provider ☹️ kind regards Peter Z
Money that’s why... they will all follow suit shortly.
 

phiro555

Newbie member
Joined
Aug 28, 2016
Location
slovenia
Energy casino was really one off the best brands in the online casino industry but Their behavior in the past time is wery doubtful ! If they continue their downgrade i think i don't remain a player there.
 

AgentEnergy

Affiliate Manager for Accredited Casinos
Joined
Mar 15, 2018
Location
Malta
I yust asked why Energy casino begun to operate with the lowest possible RtP- s on slots, but as i see this is a too private question! And today i again get a message about RTP lowering on the Microgaming provider ☹️ kind regards Peter Z
Dear Peter,

Thank you for your quick response and feedback.
We can't really answer questions about business decisions and we do believe our RTPs are not the lowest.
We also always announce to our players any changes that occur from game providers.


Energy casino was really one off the best brands in the online casino industry but Their behavior in the past time is wery doubtful ! If they continue their downgrade i think i don't remain a player there.

Thank you, Peter, we always take any feedback we get seriously.
We are dedicated to keeping improving our services and will continue to try to reach any expectations.

Hope this helps and we wish you the best of luck.
Kind regards,
EnergyCasino
 
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AgentEnergy

Affiliate Manager for Accredited Casinos
Joined
Mar 15, 2018
Location
Malta
That’s not true. I’m a VIP player and I always get charged $7.32 for my withdrawals.
Dear @mina888 ,

thank you for letting us know about it. However, we have checked your account with us and I can confirm there is NO FEE for your withdrawals from our side.
Please check with your bank as it might be they charge additional fees and this is out of our control. Please also get in touch with your account manager when you have more information about this, as we may be able to recommend you better payment options.



Kind regards,
EnergyCasino
 

AgentEnergy

Affiliate Manager for Accredited Casinos
Joined
Mar 15, 2018
Location
Malta
1.JPG
Additionally, for all readers here I would like to correct this info. The above reposted message is from 2015 and since then, probably since over a 4 years ago, the fee for every second and next withdrawal within the same week went down to 5 EUR (or equivalent in other currency) per transaction.

Kind regards,
EnergyCasino
 

mina888

Experienced Member
PABnoaccred
Joined
Feb 13, 2009
Location
Vancouver, Canada
Dear @mina888 ,

thank you for letting us know about it. However, we have checked your account with us and I can confirm there is NO FEE for your withdrawals from our side.
Please check with your bank as it might be they charge additional fees and this is out of our control. Please also get in touch with your account manager when you have more information about this, as we may be able to recommend you better payment options.



Kind regards,
EnergyCasino
I was charged with this fee again so I went to chat support and advised them that I shouldn’t be charged with this fee and here’s her response.

URL Not Found / Outdated

Chat transcript

Hi Mina,



We are sending you the chat transcript you requested.





Mina (05:31:00): hello, wondering Why is my withdrawal still pending. Also as a vip why am I being charged a fee to withdraw?



Sophie Martha (05:31:08): Hello Mina!, you are chatting with Sophie



Sophie Martha (05:31:25): May I have your username?



Mina (05:31:32):********



Sophie Martha (05:31:47): Thank you, one moment, please.



Sophie Martha (05:34:15): Mina, please note, that only the first withdrawal is free of charge according to the T&C.



Mina (05:34:48): But according to your casinomeister rep, for vip’s it should be free



Sophie Martha (05:35:40): Mina, it is in the general T&C, all customers are charged with a fee after the first withdrawal of the week.



Sophie Martha (05:36:07): There is no such term in the VIP offer T&C.



Sophie Martha (05:36:15): I am sorry.



Mina (05:36:31): Ok

Mina (05:37:24): How come my withdrawal is still pending though?



Sophie Martha (05:37:52): I am sorry that you are not happy, Mina. But this is in the general T&C.



Mina (05:38:08): I didn’t say I’m not happy



Sophie Martha (05:38:25): All withdrawals are checked within 3 business days, and you requested it today. I will contatc the relevant department, if they can process it faster.



Mina (05:38:33): I said your rep on casinomeister is giving misleading information because he said I shouldn’t have been charged and you’re saying there’s no such thing in VIP T&C and everyone gets charged a fee, regardless of being a vip or not. I just want to get the correct answer.



Mina (05:39:36): wait really??? 3 business days? I already withdrew once this morning and it was processed within 3 hours. Now you’re saying 3 business days to process my next withdrawal? How come?



Sophie Martha (05:39:57): Yes, Mina. According to the T&C we have 3 bsuiness days to check the payouts. But as I said, I contact the relevant department to make it faster.



Sophie Martha (05:42:16): Can I help you with anything else for now?



Mina (05:42:16): Thanks

Mina (05:42:56): Actually how do I copy this chat to show other players and your rep so they are aware?



Sophie Martha (05:45:11): Please hold on for a short moment.



Sophie Martha (05:46:59): Mina, you might save the transcript in the right, top corner, once we finished the chat.



Mina (05:47:11): Thanks



Sophie Martha (05:47:37): Welcome, goodbye, Mina.







Powered by LiveAgent.
 

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phiro555

Newbie member
Joined
Aug 28, 2016
Location
slovenia
I was charged with this fee again so I went to chat support and advised them that I shouldn’t be charged with this fee and here’s her response.

URL Not Found / Outdated

Chat transcript

Hi Mina,



We are sending you the chat transcript you requested.





Mina (05:31:00): hello, wondering Why is my withdrawal still pending. Also as a vip why am I being charged a fee to withdraw?



Sophie Martha (05:31:08): Hello Mina!, you are chatting with Sophie



Sophie Martha (05:31:25): May I have your username?



Mina (05:31:32):********



Sophie Martha (05:31:47): Thank you, one moment, please.



Sophie Martha (05:34:15): Mina, please note, that only the first withdrawal is free of charge according to the T&C.



Mina (05:34:48): But according to your casinomeister rep, for vip’s it should be free



Sophie Martha (05:35:40): Mina, it is in the general T&C, all customers are charged with a fee after the first withdrawal of the week.



Sophie Martha (05:36:07): There is no such term in the VIP offer T&C.



Sophie Martha (05:36:15): I am sorry.



Mina (05:36:31): Ok

Mina (05:37:24): How come my withdrawal is still pending though?



Sophie Martha (05:37:52): I am sorry that you are not happy, Mina. But this is in the general T&C.



Mina (05:38:08): I didn’t say I’m not happy



Sophie Martha (05:38:25): All withdrawals are checked within 3 business days, and you requested it today. I will contatc the relevant department, if they can process it faster.



Mina (05:38:33): I said your rep on casinomeister is giving misleading information because he said I shouldn’t have been charged and you’re saying there’s no such thing in VIP T&C and everyone gets charged a fee, regardless of being a vip or not. I just want to get the correct answer.



Mina (05:39:36): wait really??? 3 business days? I already withdrew once this morning and it was processed within 3 hours. Now you’re saying 3 business days to process my next withdrawal? How come?



Sophie Martha (05:39:57): Yes, Mina. According to the T&C we have 3 bsuiness days to check the payouts. But as I said, I contact the relevant department to make it faster.



Sophie Martha (05:42:16): Can I help you with anything else for now?



Mina (05:42:16): Thanks

Mina (05:42:56): Actually how do I copy this chat to show other players and your rep so they are aware?



Sophie Martha (05:45:11): Please hold on for a short moment.



Sophie Martha (05:46:59): Mina, you might save the transcript in the right, top corner, once we finished the chat.



Mina (05:47:11): Thanks



Sophie Martha (05:47:37): Welcome, goodbye, Mina.







Powered by LiveAgent.
Hey Mina, i am also a VIP at Energycasino, gratulation at your winnings , i had a win of 500€ in 4 months time span and had the exact problems !! The pending off the withdrawal was max 1 hour and the email was send already , that my money is on the way,! I need to look for the fee to i think they taking 5€ and i going to do a real escalation about this! The next energy casino went extremely bad, lowered all RTP-s on their slots to the minimum possible allowed by their license, i didn't had not even a decent win there for more then 90 days and i played till 2 weeks back every day! They changed many things bad, watch your game progresses! I am really sorry that they not improve for the players the costumer support was top there now i dont see the old names anymore, they are all new unfriendly knowledge is on 0 , the same automated answers you, say something they keep repeat that has nothing to do with your questions, its just bad! Kind regards, oh and we can already await apologies and apologies, beter if they give us back the fee money!!!
 

mina888

Experienced Member
PABnoaccred
Joined
Feb 13, 2009
Location
Vancouver, Canada
Dear @mina888 ,

thank you for letting us know about it. However, we have checked your account with us and I can confirm there is NO FEE for your withdrawals from our side.
Please check with your bank as it might be they charge additional fees and this is out of our control. Please also get in touch with your account manager when you have more information about this, as we may be able to recommend you better payment options.



Kind regards,
EnergyCasino
This is energy casino charging me not my bank. Why would my bank charge me as soon as I hit “withdraw” from the casino? And why would they only charge on my 2nd and subsequent withdrawals?
 

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phiro555

Newbie member
Joined
Aug 28, 2016
Location
slovenia
This is energy casino charging me not my bank. Why would my bank charge me as soon as I hit “withdraw” from the casino? And why would they only charge on my 2nd and subsequent withdrawals?
Do they Grant us the Money back that they are Every time charged?? Sure not in my experience they going to do everything that tey come through this in a good light! Already and used practice!
 

AgentEnergy

Affiliate Manager for Accredited Casinos
Joined
Mar 15, 2018
Location
Malta
Dear @mina888,

Thank you for letting us know, we are checking this for you with your Account Manager and we will get back to you here or directly via email.

Kind regards,

EnergyCasino

 

phiro555

Newbie member
Joined
Aug 28, 2016
Location
slovenia
Dear @mina888,

Thank you for letting us know, we are checking this for you with your Account Manager and we will get back to you here or directly via email.

Kind regards,

EnergyCasino

Its not only mina888 who was charged fees!!!! Do you check for all vip players or are we only numbers? Should i manually collect this data for you??
 

AgentEnergy

Affiliate Manager for Accredited Casinos
Joined
Mar 15, 2018
Location
Malta
Its not only mina888 who was charged fees!!!! Do you check for all vip players or are we only numbers? Should i manually collect this data for you??
Dear Peter,

I am so sorry if it seemed we overlooked your post, I was going to reply but had to jump into a meeting first.
Your account manager will get in touch with you shortly to get this sorted as well.

Please keep in mind that withdrawal fees, extra bonuses & promotions for VIP players are regularly being reviewed and are set on an individual level.

Kind regards,
EnergyCasino
 

pinnit2014

Meister Member
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
To be honest, Iv no problems with VIPs getting perks that lower rollers don’t (spins/cash) but I don’t thinking getting free withdrawals when others need to pay a fee (more than one a week) should be seen as a perk ;-)
 

JGslots

Ueber Meister
webmeister
PABinit
Joined
Feb 12, 2013
Location
Wales
Just wanted to say you’ve got one of the best looking, easy to navigate sites about. I also just cashed out £1800 from the £25 Wednesday reload bonus. Still not got enough points for a T-shirt though :p

Rob :)
 

irish-ranger

Senior Member
MM
Joined
Sep 1, 2018
Location
United Kingdom
The withdrawals in this joint are all over the place my last one got processed in 2 hrs made one last night and its still pending, chat have just informed me 3 days which wouldn't have been an issue if my last one took this long as I would have known what to expect and not returned..
 
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