Resolved Energy Casino Issue

BeardyGuts

Experienced Member
Joined
Aug 17, 2011
Location
UK
Hi Folks,
Been a while since i posted here and feel bad coming back with an issue.

Anyway was looking for a new casino to play on, usually play on Unibet, LeoVegas & Casumo.
Seen Energy Casino was accredited here with a big score and UK licensed. So thought it was worth a look. Considering it has a higher score than Leo which is probably my favourite i had high expectations.

Had a look at the website and there was certainly plenty of games i hadnt played before which is exactly what i was looking for. Signed up depositing £200 taking the 100% welcome bonus.

First problem, pretty much every game i tried to play (Novomatic i came here to get away from NetEnt and Microgaming) had the message "Sorry this game is not available in your country. Please try another game" or something along those lines.
This was irritating since the reason i came here was to play different games now none of them worked and in fact once i logged in a lot of them dissapeared completely. All the Merkur games for example.

I need to add, i travel a lot to Norway for work and play from there some of the time, this was one of those occasions. But i am a UK resident so i signed up as living in the UK since that is where my bank and home is. This has never been an issue at the casinos i mentioned before. Some games wont play but this is rare and most will work. Inlcuding Novomatic.

So i contacted support. They weren't sure what was the issue... asked if i was using a VPN, which i wasn't. Sent a copy/past of my IP address showing Norway. Long story short since nothing that i wanted to play worked i asked for my bonus to be cancelled so i can withdraw. I hadn't played anything at this point.

I was advised they could cancel my deposit but I would still have wagering at first, this was later changed to i can withdraw but will be charged a 5% fee.

This to me seems very unfair... initially i was told this is anti-laundering regulations but what they sent me was a regulation from there own t&c's what appears to be nothing to do with any regulation. I understand it is clear as day in there terms...

So to the point, i wanted to get the general opinion here, should you be charged a 5% admin fee because a lot of the games wont load? I am trying to fight it, replied to them yesterday but so far no response. I can paste a copy of the chat with live support if of interest. So i have £200 just sitting there...

T&C i was sent below:
14 k.Funds cannot be withdrawn from one’s Account unless the same funds have been wagered at least once. Under no circumstances can the withdrawal be processed with no turnover unless previously agreed with Security Department.

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14k. Funds cannot be withdrawn from one’s account unless the same funds have been wagered at least once. A five percent (5%) administrative charge, with a minimum of ten Euro (€10) per transaction may be applied for payout requests referring to amounts deposited with PROBE and which have not been used at least once for playing casino games.

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Last edited:

BeardyGuts

Experienced Member
Joined
Aug 17, 2011
Location
UK
I choose to not have an opinion here but you could try and have a talk to their rep. He's good!
https://www.casinomeister.com/forums/members/

Hi Thanks for that.
I did search for a rep before posting but the only one i found hasnt been active in 6 months. I was planning to contact them first before posting.
In fairness i did just search for the term energy and since this rep is called NorbertEnergy all one word is probably why i missed it. Cheers
 

BeardyGuts

Experienced Member
Joined
Aug 17, 2011
Location
UK
You can't play Merkur or Bally Wulff games from the UK but Novo should be fine. Odd.:confused:

Yeah that is what i found out. The other casinos i play on dont have Merkur showing but when i arrived at Energy they were there then dissapeared. The Novo games wouldnt start at all and i have regularly played them.

What i also found odd and didnt mention above, normally when i am travelling to Norway MG games wont play but on Energy they did. That i found odd and helped me decide to withdraw. I didnt want to play them win and maybe find an issue further down the road.
 

BeardyGuts

Experienced Member
Joined
Aug 17, 2011
Location
UK
Want to add that Energy Casino got back to me now and have said i can withdraw without any fees charged. Funds will take 3-5 days which is typical for depositing with card.

Fair play to them and a shame my deposit didn't work out given the high rating it has on here.
 
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