Energy Casino verification problem

[JBXXXD]

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

More on Energy Casino here.

 

[dunover]

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.

 

[JBXXXD]

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]

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.

 

[JBXXXD]

Thank you dunover, you've helped me a lot.

 

[irish-ranger]

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]

But the info is correct, I haven't lied in my sign up. The info was valid.

 

[JBXXXD]

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.

 

[dunover]

@NorbertEnergy

 

[irish-ranger]

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]

Well they just approved my documents and updated the info on my account to the UK details @irish-ranger

 

[JBXXXD]

For obvious reasons I won't post the account details page with my address and info here

 

[dunover]

Well they just approved my documents and updated the info on my account to the UK details @irish-ranger

Well you're fortunate then, should be paid the winnings.

 

[JBXXXD]

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]

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]

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]

Or wait and see if @NorbertEnergy replies

 

[irish-ranger]

Well they just approved my documents and updated the info on my account to the UK details @irish-ranger

Well I hope you get the payment they have approved your docs u still need the withdrawal processed.
Good luck

 

[JBXXXD]

Fingers crossed man, need the money

 

[JBXXXD]

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.

 

[colinsunderland]

Honestly, I wouldn't have been alerting the casino to it, I would be hoping the withdrawal is paid before he sees the thread!

If you are gamstop excluded then it should have been picked up after you changed your address on your next login.

 

[JBXXXD]

Honestly, I wouldn't have been alerting the casino to it, I would be hoping the withdrawal is paid before he sees the thread!

If you are gamstop excluded then it should have been picked up after you changed your address on your next login.

It wasn't me who alerted them for a admin on this forum.

 

[JBXXXD]

Plus I'm not keeping anything from them. They are already aware of it because I told them everything via support before they even accepted my documents. They verified and changed my details themselves on my account

 

[colinsunderland]

Plus I'm not keeping anything from them. They are already aware of it because I told them everything via support before they even accepted my documents. They verified and changed my details themselves on my account

You told them you are a self excluded player and they didn't close your account immediately? Wow!

 

[JBXXXD]

That's what I'm saying. They were told about it. I uploaded documents with my UK address etc and they manually edited the details into my profile. I'm just going to wait and see what happens and count on me getting paid.