Energy Casino verification problem

JBXXXD

Newbie member
Joined
Oct 19, 2019
Location
Glasgow
Hi, I am posting here to find out any non biased info about my possible choices. So basically, I created my account using the address of my home in Poland. I am currently in the UK for work purposes hence the different ip to that of my home address back in Poland. ( I was asked to clarify this). My verification ID is a polish identity card. However as I don't have access to any documents from Poland I had to change my address to the UK one so that I could get verified. The problem arises here. The issue is I have self excluded myself from UK casinos and the verification from my address is bound to be rejected. What are the proceedings from here, I don't want any trouble. I am also very worried about the winnings that I have. I deposited a large sum of money and now have a withdrawal pending. But if I can't get verified what happens. Thanks
 

JBXXXD

Newbie member
Joined
Oct 19, 2019
Location
Glasgow
Okay, that helps a lot actually, it would be nice to be paid the winnings but I'm glad at least I will get what I deposited. Out of curiosity, anyone know if the casino would refuse to pay out if I lost all my deposits. Or is this a win win situation for them. Thanks
 

dunover

Unofficial T&C's Editor
Staff member
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Okay, that helps a lot actually, it would be nice to be paid the winnings but I'm glad at least I will get what I deposited. Out of curiosity, anyone know if the casino would refuse to pay out if I lost all my deposits. Or is this a win win situation for them. Thanks

Yes, there are many casinos that alas would keep their mouths shut, keep the deposits and hope you don't ask for them back. In the case of a national Self Exclusion though the guidelines are clear - not to accept bets from excluded players when they are identified, winning or losing bets. So if they kept your money they would be in breach of UKGC rules, as they've profited from an excluded player.
 

irish-ranger

Senior Member
MM
Joined
Sep 1, 2018
Location
United Kingdom
If you are playing from a UK address then the Gamstop exclusion overrides your play and the casino should void bets and return your deposits only. You won't be paid any winnings.
They won’t if they go down the line of not supplying correct info on sign up I.e address as he used his home address in Poland but was residing in the U.K.
The exclusion wasn’t picked up until he verified his U.K address.
 

JBXXXD

Newbie member
Joined
Oct 19, 2019
Location
Glasgow
I have deposited a total of £150, and have a pending withdrawal of £400. Does this mean I lose all my money? I used the same name, dob etc. The only thing different was the address.
 

irish-ranger

Senior Member
MM
Joined
Sep 1, 2018
Location
United Kingdom
But the info is correct, I haven't lied in my sign up. The info was valid.
Did you open the account whilst you were in Poland or the U.K. ?
If you are signed up to Gamstop and you opened the account whilst in the U.K. using you Polish address then you I suspect you are screwed.
 

JBXXXD

Newbie member
Joined
Oct 19, 2019
Location
Glasgow
Well they just approved my documents and updated the info on my account to the UK details @irish-ranger
 

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JBXXXD

Newbie member
Joined
Oct 19, 2019
Location
Glasgow
The representative said they have to wait for the team to get back to me via email by Monday. But surely if they approved my info that means I'm valid for my winnings to be paid. I have taken screenshots of everything incase they try to back out later on. They actually manually edited my account details themselves including adding my UK address and middle name. Is this a a strong case for me to get paid @dunover
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
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The representative said they have to wait for the team to get back to me via email by Monday. But surely if they approved my info that means I'm valid for my winnings to be paid. I have taken screenshots of everything incase they try to back out later on. They actually manually edited my account details themselves including adding my UK address and middle name. Is this a a strong case for me to get paid @dunover
It would seem so. But often exclusions are spotted at time they process withdrawals, as the checks tend to be more comprehensive at that stage.
 

JBXXXD

Newbie member
Joined
Oct 19, 2019
Location
Glasgow
I guess the only thing to do is wait. I will keep you updated as you obviously know more than me. Thank you for your help.
 

JBXXXD

Newbie member
Joined
Oct 19, 2019
Location
Glasgow
Just a little update, so im assuming my withdraw has been accepted as the possibility of a Cancel withdraw has disappeared from my withdraw request. ( From the energycasino website):

'Can I cancel a withdrawal request?'

'It may be possible to cancel a withdrawal if it is still pending and has not be processed. Log in, go to ‘My account’, select ‘Pending withdrawals” and click ‘Cancel.’'


I had this option but no longer do. However, my withdraw has been stuck on pending since 2pm GMT yesterday. I contacted support who said that the team is processing my withdraw and it can take up to 3 working days. So I guess that means I will get it? I am still waiting on the email reply that they promised to me by Monday regarding my account. I contacted support today and they said to me:

'As per our withdrawal procedure outlined in our Terms and Conditions, all withdrawals must first be approved by our Payments department before they are processed. This is why the current status of your request reads pending approval. This review normally takes up to 3 business days. '

What do you guys think about the chances of me being paid my money. Thanks again for all help.
 

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