Energy Casino - Hráč se domnívá, že jeho výběr je opožděn.

I requested a withdrawal from Energy Casino on [09.08.2025].

According to their own terms, withdrawals should be approved within 3 working days.

Today this period has already expired, yet my payment is still not processed.

The customer support repeatedly informed me about "technical issues" on the payment processing side. However, there was no concrete explanation or deadline given, only copy–paste responses.

I have already filed a complaint to the Malta Gaming Authority (MGA) regarding this matter.

Until now, the funds remain pending in my account and the casino is still sending me promotional emails to deposit more.

Based on my experience, I cannot recommend this casino to anyone until they resolve these serious payment delays.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Casino Guru Team,

Thank you for your response and guidance.

I would like to confirm that my account has been fully verified, my game history checked, and my withdrawal request approved by the casino. Despite this, my funds have not been received, and it has already been more than the usual processing period mentioned by the casino.

I would appreciate any assistance you can provide in helping me resolve this matter.

Thank you for your support and understanding.

Kind regards,

Paweł

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru