Energy Casino verification problem

[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