Energy Casino withdrawal times?

itsover2014

Full Member
Joined
Sep 28, 2014
Location
United Kingdom
Hi All

Does anybody still use energy?

I have been using them for years and years (UK) and just made my first very small withdrawal in ages and have been told it will take 3 business days for the payments team to even look at it let alone send it.

Is this normal? In the past I thought they were super fast and I am used to getting withdrawals in seconds these days elsewhere..

On the review here it says 'fast withdrawals' 'weekend withdrawals' and '13-23 hrs cashout time' all of which are not what they emailed me :/
 
Last edited:

me_and_ed

Paleo Meister (means really, really old)
CAG
MM
Joined
Jun 2, 2006
Location
Vancouver
They used to be way faster, the last couple took almost 2 days, that was a year ago then they hit me with a "survey" on my wealth.......a fucking survey, they thried to pass off their SOW on a survey, I said I would not answer and they clsed my account.
 

itsover2014

Full Member
Joined
Sep 28, 2014
Location
United Kingdom
They used to be way faster, the last couple took almost 2 days, that was a year ago then they hit me with a "survey" on my wealth.......a fucking survey, they thried to pass off their SOW on a survey, I said I would not answer and they clsed my account.

if this happens to me on the withdrawal I will close my account having never had any issues depositing
 

Energy Casino

Energy Casino Representative
Joined
Mar 15, 2018
Location
Malta
Hi Guys,

First of all, apologies for the delays in getting back to you regarding this post.

Secondly, I'd like to address "been told it will take 3 business days", when our Customer Service Agents say this, they don't mean it in the way that certain casinos leave WDs pending there literally not being looked at until the 3rd day passes, what they mean is that it can take up to 3 working days for it to be processed from our end.

Reason being, it's in a queue and older withdrawals get priority over new ones. And also, just to be clear, we also process withdrawals from our end during the weekends, trust me our payments team almost never goes home. And just a tiny reminder here, that while E-wallet payments do get received by customers during the weekend, "traditional" methods such as Card and Bank Transfer rely on the customer's bank too, so it's unlikely to be received on a Saturday or Sunday.

In continuation with the last point, unfortunately and admittedly our times have shot up a bit due to the ever increasing amount of Withdrawals coming in and the ever decreasing amount of people that are available per shift. Keep in mind that the current situation has hit everyone hard, some of our amazing employees are stuck in their home countries, others are still adjusting to the remote working life (hey, I myself find it extremely hard to concentrate when I'm working from home), and other tasks haven't stopped being performed.

However I will bring this up to our Head of Payments in the hope that he can look into finding ways to make this quicker and simpler for everyone.

Kind Regards, and have an amazing Monday,
Energy Casino
 

Paimonah

Experienced Member
PABnoaccred
PABnononaccred
Joined
May 10, 2015
Location
Ger
Atm i have problems with energycasino too for a little withdrawal of only 150,00€.
I'm waiting since yesterday and the withdrawal is still in pending.
Today i have an email from support that my email is not correct and the csa told me that my email not been able to locate my email address is not as one of energycasino's account holders!
A few days before i had my last withdrawal and my account is full verified there!

In the chat i had mysterious questions, such as: "Can I ask you why would you like to speed up your withdrawal?", and "Can i please ask why this money is so important for you at this moment?"

I think such questions are not normal for a little withdrawal of only 150,00€, or what do you thinking about this?
 

pinnit2014

Meister Member
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
Someone else was on in another thread with CS asking similar questions - they obviously are trying to make it look like they RG focused as apparently, if you ask where the money you won is, some are treating this as a risk indicator for RG purposes. Which is pretty stupid to say the least.

Imagine getting work done on your house and, when the guys finish it, you don't pay them within the time - would you turn round to them and say 'before i pay you, would you mind telling me why this money is so important to you? Course you wouldn't, unless you fancied a few bricks through your windows.

If you withdrew yesterday there you should see it today.
 

Paimonah

Experienced Member
PABnoaccred
PABnononaccred
Joined
May 10, 2015
Location
Ger
Yes, i will waiting ... but the questions .... unbelievable!
I said that i'm not a beggar, i only want my winnings.
(What is RG pls?)
 

Energy Casino

Energy Casino Representative
Joined
Mar 15, 2018
Location
Malta
Dear All,

Please be informed that this weekend we got an increased number of withdrawal requests. If your payout hasn't been processed yet, it means it is simply in the queue, we are working on clearing them up asap.

Today i have an email from support that my email is not correct and the csa told me that my email not been able to locate my email address is not as one of energycasino's account holders!
If you have sent them an email that is not the same as the email used for the registration of your player account with us, this was a correct response to receive. This is simply to protect your personal data for us to ensure we only communicate with the account owner.

In the chat i had mysterious questions, such as: "Can I ask you why would you like to speed up your withdrawal?", and "Can i please ask why this money is so important for you at this moment?"

Please do not misunderstand such responses to your questions. Our Customer Support agents have a responsibility to ensure each player gamble responsibly. They are not implying anything and are only asked to show care and to create a relationship with each player.

As a customer the questions for a withdrawal are "not allowed"?
You are by all means allowed to ask for your withdrawal status.

Hope this clarifies.

Kind regards,
EnergyCasino Team
 

me_and_ed

Paleo Meister (means really, really old)
CAG
MM
Joined
Jun 2, 2006
Location
Vancouver
I had my withdrawal, but such questions i have never heard from a CSA in Chat before.
Never ever!
They have taken a turn for the worse in every way, like I posted earlier, they were trying lure customers in using a survey in order to get an SOW, I refused and they locked my account, the below was what they were disgusing it as, once you go to the questions it is purely an SOW.

Dear xxxxxxxxxx

your account has been spotted by the Loyalty team here at EnergyCasino and you have been hand selected to level up on your experience!

To determine what that level is, please help us by completing the following survey -

You do not have permission to view link Log in or register now.


Once submitted, we will credit your account with a No Deposit Bonus for your time.

We look forward to hearing back from you soon!

Kind regards,

EnergyCasino Loyalty
 

andym

Experienced Member
Joined
Jul 6, 2013
Location
germany
Forget about energy. One of many who turned everything to the worst.
i made exactly the same experience. Withdraw time up to 3 days. My last one took 2 days. When I asked them to speed up I got the same stupid questions.
their Goodwill rate on losses is at 3% in avg.
yes, we all suffered from the Crisis. But none of that is comparable with industry standards anymore.
with me they lost after 3 years another ‚stupid‘ customer...
 

Energy Casino

Energy Casino Representative
Joined
Mar 15, 2018
Location
Malta
They have taken a turn for the worse in every way, like I posted earlier, they were trying lure customers in using a survey in order to get an SOW, I refused and they locked my account, the below was what they were disgusing it as, once you go to the questions it is purely an SOW.
Dear @me_and_ed,

I will be contacting you shortly directly so I can check your personal situation and clear up any of your concerns, however for all the readers here I would like to correct this statement.

Loyalty questionnaires are tools for verification and establishing relationships with a customer and not a direct reason for account closure.
Incentives like bonuses are only offered additionally and according to the individual activity and of course after reviewing the answers to the questionnaire. As you may have noticed we also want to make sure that our players confirm if they are playing on a comfortable level and if they will be willing to provide a source of income if asked in the future.

If a customer doesn't respond to our messages, it might be impossible to confirm here the real reason behind this account closure, but it suggests a failed verification within the Regulatory deadline.

We of course thank you for your feedback and I hope I will be able to clarify any of your concerns as soon as I get a full picture.

Kind regards,
EnergyCasino Team
 

levo90

Registered
Joined
Jul 14, 2021
I have been using Energy Bet/Casino for the past month or so, and withdrawals have always been processed in a 'timely' manner, normally within 2-12 hours of requesting a withdrawal and once processed they show in my bank account straight away.

However I have noticed that over past few days they seem to have switched to a new payment processor for Visa/Mastercard which doesn't seem to be best. At first I noticed that my deposits were not showing straight away, normally about 10-15 mins after I made a deposit it was then useable, I have never had this problem before at other sites. My withdrawal took much longer to process and confirm than normal, yet it still hasn't hit my bank account yet normally this is instant as it is with other sites I use.

I am hoping this is just some teething problems with a new payment processor, if not I am concerned that it is a bit of a step backwards considering Bet365, Unibet, Skybet etc withdrawals are instant.
 

gonzo fonso

Full Member
Joined
Oct 15, 2020
Location
lincolnshire
Hi All

Does anybody still use energy?

I have been using them for years and years (UK) and just made my first very small withdrawal in ages and have been told it will take 3 business days for the payments team to even look at it let alone send it.

Is this normal? In the past I thought they were super fast and I am used to getting withdrawals in seconds these days elsewhere..

On the review here it says 'fast withdrawals' 'weekend withdrawals' and '13-23 hrs cashout time' all of which are not what they emailed me :/
its a solid casino,i played there last week and made a withdrawal,not the fastest but you will get your money no problem
 

Energy Casino

Energy Casino Representative
Joined
Mar 15, 2018
Location
Malta
However I have noticed that over past few days they seem to have switched to a new payment processor for Visa/Mastercard which doesn't seem to be best. At first I noticed that my deposits were not showing straight away, normally about 10-15 mins after I made a deposit it was then useable, I have never had this problem before at other sites. My withdrawal took much longer to process and confirm than normal, yet it still hasn't hit my bank account yet normally this is instant as it is with other sites I use.
Dear @levo90,

Thank you for your feedback. When you have a moment, please send me a direct message with your user name so that I can check for you and explain what happened exactly. I am aware only of temporary downtimes from one of our providers recently that might have caused it but I will be happy to confirm if I have more details from you.


Kind regards,
EnergyCasino Team
 

levo90

Registered
Joined
Jul 14, 2021
I have been using Energy Bet/Casino for the past month or so, and withdrawals have always been processed in a 'timely' manner, normally within 2-12 hours of requesting a withdrawal and once processed they show in my bank account straight away.

However I have noticed that over past few days they seem to have switched to a new payment processor for Visa/Mastercard which doesn't seem to be best. At first I noticed that my deposits were not showing straight away, normally about 10-15 mins after I made a deposit it was then useable, I have never had this problem before at other sites. My withdrawal took much longer to process and confirm than normal, yet it still hasn't hit my bank account yet normally this is instant as it is with other sites I use.

I am hoping this is just some teething problems with a new payment processor, if not I am concerned that it is a bit of a step backwards considering Bet365, Unibet, Skybet etc withdrawals are instant.
So a quick follow up, turns out they were having problems with their payment processor and this was explained to me via message so thank you Energy Bet for this.

Log into my emails this afternoon and notice I have been hit with the SOW and also request for documents which could have been asked for at sign up over a month ago. I have two pending withdrawals totalling around £230. I am more than happy to answer the SOW questions however I have always been of the assumption that withdrawals should not trigger a request for documents when they could have been asked for sooner?
 

Energy Casino

Energy Casino Representative
Joined
Mar 15, 2018
Location
Malta
So a quick follow up, turns out they were having problems with their payment processor and this was explained to me via message so thank you Energy Bet for this.

Log into my emails this afternoon and notice I have been hit with the SOW and also request for documents which could have been asked for at sign up over a month ago. I have two pending withdrawals totalling around £230. I am more than happy to answer the SOW questions however I have always been of the assumption that withdrawals should not trigger a request for documents when they could have been asked for sooner?
Dear @levo90,

I have checked your account and both withdrawals were processed the next day already. The SOW and KYC request was triggered by your deposit level and not due to the fact you have requested withdrawal. The request has been explained in detail in the email you have received, however, should you have any further questions or concerns, please feel free to contact our Support Team via LiveChat or send me a DM here.

Have a great day,
EnergyCasino Team
 
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