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.

 

[JBXXXD]

Hopefully the last update, so according to the emails received, (in polish) the withdraw went through and 7 minutes later I got an email saying they are closing my account. See below.

 

[AgentEnergy]

Dear JBXXXD,

Although you have received a satisfying result during your contact with our Customer Care team and we have processed your withdrawal I feel that all cases regarding self-exclusion and Gamstop need to be treated seriously and I wanted to come forward and explain EnergyCasino stance on the matter. As already mentioned in the thread by you, the possible misunderstanding regarding your withdrawal was caused during the processing of your documents. Please note that when registering with Gamstop, it is crucial to make sure that the details are exactly the same in order for the system to identify the data as a match and prevent registration in a gambling service.

Please also note the below point being Gamstop T&Cs:
“You understand that self-exclusion using GAMSTOP is intended to be an aid to help you manage your use of online gambling websites. It is not intended to function as a replacement for will power, is not foolproof and we cannot guarantee that it will always result in your being denied access to gambling websites.Your self-exclusion using GAMSTOP will be most effective if you do not try to work around the exclusion measures GAMSTOP has put in place. You agree not to attempt to register new gambling accounts, log in to any of your existing accounts, or in any other way try to circumvent GAMSTOP's mechanisms for the duration of your self-exclusion. You are entirely responsible for any actions you take designed to circumvent any self-exclusion registered with GAMSTOP.”

We wish to underline that our Gamstop registrations detection system is functioning properly and the system didn't pick up your registration due to the mismatch of data (the case of a Polish physical address etc.). We recommend that you check your registration details and make amendments, if necessary, so as to ensure your self-exclusion with Gamstop is effective in other services as well. We treat self-exclusions very seriously, hence your account has been closed.

If there are any further queries you might have, please feel free to contact me via private message. I hope that the way our team handled your case was to your satisfaction.

Kind Regards,
Stan

 

[colinsunderland]

We wish to underline that our Gamstop registrations detection system is functioning properly and the system didn't pick up your registration due to the mismatch of data (the case of a Polish physical address etc.). We recommend that you check your registration details and make amendments, if necessary, so as to ensure your self-exclusion with Gamstop is effective in other services as well. W treat self-exclusions very seriously, hence your account has been closed.

Hi Stan

Could you clarify that if someone changes address as happens here, the subsequent logins after the address change (to match the gamstop details) should be picked up by gamstop? Otherwise it seems another flaw in the gamstop process.

 

[AgentEnergy]

Hi Stan

Could you clarify that if someone changes address as happens here, the subsequent logins after the address change (to match the gamstop details) should be picked up by gamstop? Otherwise it seems another flaw in the gamstop process.

Hi colinsunderland,

Thanks for asking, I am always happy to help. The database cross-checks between GAMSTOP and an operator are triggered every time a user logs in to his account or registers a new one with a different operator.

Personal details are logged and held by GAMSTOP and in a situation where the user data with the operator has been changed to reflect those registered in GAMSTOP (in the case where the previous were different as in this case or the user is updating his details to ensure GAMSTOP block will take effect in all services he is registered with) - each time there is an attempted login if there is a match the login activity and the account will be blocked. So it is safe to say that after updating the details the changes will be picked up by GAMSTOP with the next login and the self-exclusion will trigger.

I hope this helps to clarify how the system works.

Kind Regards,
Stan

 

[Fiekie247]

Kudos to Energy for honoring that payment and making that player happy. I guess honesty goes along way, with the player informing he was on Gamstop etc and although they were about to close the account they paid the player as well, which means the relationship ended in a positive way. That player would always I guess in future sees Energy in that light and most probably recommend players even though himself cannot play there.

 

[JBXXXD]

Most definitely, really happy with the customer service they provided.

 

[JBXXXD]

The winnings have just hit my Bank account. Thanks