Resolved Energy Casino mobile number?

Valhalla

The Professional
MM
Joined
Jan 17, 2014
Location
Northern Ireland
Not necessarily a complaint...

I went to log in at Energy last night and was told my account is blocked, but if I contact support they will unblock it for me (I must have set a time out a while back).

Anyway, I filled in their online form and today received a reply stating that due to UKGC regulations they have to receive a phone call from me declaring my wish to continue gaming on the site and, after a 24 hour cooling-off period, my account will be unblocked.

Where I'm alarmed is that the number provided starts 07918, and when I called it I was met with "Welcome to the Vodafone answering service..." (after ringing for a while).

Is this normal? I can't help but feel apprehensive.
 

AgentEnergy

Affiliate Manager for Accredited Casinos
Joined
Mar 15, 2018
Location
Malta
Yeah :lolup:

I'm not remotely comfortable with it. It's akin to providing a gmail address to contact them.
Hi Valhalla,

thanks for bringing this up and let me explain. The message you get is, unfortunately, a standard non-customised (yet!) recording of our
operator that takes care of the phone routing to our Support Agents. We've changed our operator for the UK to decrease the costs that our
players might have when calling. The requirement to call and confirm that you want to continue playing is called a Positive Return Call and as stated
in your initial message from us, comes directly from UKGC, so we could at least make it cheaper to call. As setting these things up takes some time I can only
say that we're sorry for not having a custom welcome message but to ensure you - every call goes through an encrypted connection through a
service centre.

I guess Vodafone got some free marketing then.

Cheers and have a good week,
Energy Casino
 

Playford7

Meister Member
MM
Joined
Jul 10, 2016
Location
North east England
So should I just leave a voicemail message then if nobody answers? Or do I need to specifically talk to a person?
Just send them a text with a smily face mate. What a ridiculous way for a casino to do things btw
 

AgentEnergy

Affiliate Manager for Accredited Casinos
Joined
Mar 15, 2018
Location
Malta
So should I just leave a voicemail message then if nobody answers? Or do I need to specifically talk to a person?
Hi Valhalla,

I'm afraid the UKGC requires us to talk to you and provide proof that we did, so you'll need to call us and talk to an agent. Our Customer support is opened on weekdays 9:00 AM - 0:00 PM CET (so in case for the UK or Ireland its 8:00 AM - 11:00 PM) and during weekends 1:00 PM - 9:00 PM CET (so 12:00 - 8:00 PM). Within that time there is always someone picking up the phone.

Kind Regards,
EnergyCasino
 
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