Energy Casino - Accredited Casino

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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Energy Casino is a highly recommended, vetted and Accredited Casino at Casinomeister
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
 
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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
 
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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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!!!
 
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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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!
 
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??
 
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
 
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 :)
 
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..
 
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..

Have you got enough points for a T-shirt? :p
 
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..
Last year, maybe 18 months or so ago they were processing instantly nearly all the time and then it stopped being like that - hence why i said to the rep their w/d times, whilst hardly bad, have gone backwards when everyone else heads towards quicker/faster.
 
Hi
Any news or updates? Am I going to get the fees I’ve been charged returned? Please let me know,
Thanks
Dear Mina,

Yes, you should have by now received an email from your Account Manager regarding this.
Please feel free to contact me directly, if you haven't.

Kind regards,
EnergyCasino
 
Why does the review say that this place has "fast cashouts" when it takes 2 days for them to ask for KYC, then 3 days to verify, then they send me an email asking for more info and few mins after that i get an email telling me that im fully verified, but im not because for some reason you need my skrill when i deposited via trustly. Now i have to wait another 3 days(?) and god knows how long after that for my withdrawal. Yeah i know that its my fault that i missed the skrill part the first time.
 
Why does the review say that this place has "fast cashouts" when it takes 2 days for them to ask for KYC, then 3 days to verify, then they send me an email asking for more info and few mins after that i get an email telling me that im fully verified, but im not because for some reason you need my skrill when i deposited via trustly. Now i have to wait another 3 days(?) and god knows how long after that for my withdrawal. Yeah i know that its my fault that i missed the skrill part the first time.
There ya go then. They are one of the better casinos out there, always got my money in bank in about 48 hours from w/d. You'll be OK.
 
Why does the review say that this place has "fast cashouts" when it takes 2 days for them to ask for KYC, then 3 days to verify, then they send me an email asking for more info and few mins after that i get an email telling me that im fully verified, but im not because for some reason you need my skrill when i deposited via trustly. Now i have to wait another 3 days(?) and god knows how long after that for my withdrawal. Yeah i know that its my fault that i missed the skrill part the first time.

Dear MPL,

As explained in the previous post in this thread, withdrawals are placed in a queue, the oldest ones in the queue get priority and are verified from the oldest request. It's not that we're going to leave it pending for 3 days and then click the magic button, it's the fact that we can't guarantee it'll be done quicker than 72 hours. The moment a Payments agent gets to it, he will go ahead and click that process button after reviewing gameplay. And it is actually the same for document verification. If you have hit a threshold for verification, our Payments team must verify each payment method used.

Our Payments team is continuously working to improve processing times for every player.
Please feel free to reach out to me via DM should you have any other questions or concerns.

Kind regards,
EnergyCasino Team
 
Dear MPL,

As explained in the previous post in this thread, withdrawals are placed in a queue, the oldest ones in the queue get priority and are verified from the oldest request. It's not that we're going to leave it pending for 3 days and then click the magic button, it's the fact that we can't guarantee it'll be done quicker than 72 hours. The moment a Payments agent gets to it, he will go ahead and click that process button after reviewing gameplay. And it is actually the same for document verification. If you have hit a threshold for verification, our Payments team must verify each payment method used.

Our Payments team is continuously working to improve processing times for every player.
Please feel free to reach out to me via DM should you have any other questions or concerns.

Kind regards,
EnergyCasino Team
Sure, i understand that. But it is still false info to say that you have fast withdrawals if it takes many days while other casinos take few hours.
 
Sure, i understand that. But it is still false info to say that you have fast withdrawals if it takes many days while other casinos take few hours.
This is based on the majority of feedback we receive from our customers.
We still, however, are working on improving that for each and every player, and your opinion is much appreciated. Thank you!
 
Energy Casino is a highly recommended, vetted and Accredited Casino at Casinomeister

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