Energy Casino - Spiller, der oplever problemer med dokumentbekræftelse til tilbagetrækning.

Dear rikujousaikou0421,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly

• Do I understand correctly you already provided a .PDF document to the casino detailing the transactions of your bank account without the SWIFT code? Was this document rejected by the casino?
• Is it possible to access the payment application using a browser, so that the URL of the website might be visible?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Thank you very much for your answer.

I just tried to re-deposit money from the Stickpay electronic payment service, and I have provided these documents and am waiting for the review.

回答誠にありがとうございます。

先程Stickpay電子決済サービスから再入金してみてこちらの書類を提供して審査を待っています

Regarding the two documents mentioned earlier, even though I contacted the bank where the money was deposited, it was impossible for the bank to provide me with the details due to the leakage of personal information.

Secondly, since the card information for paidy cards is only listed in the basic application, the URL itself is not displayed due to the app's convenience.

先程の2点の書類に関しては入金先の銀行に問い合わせたりしても個人情報漏洩のため銀行からご利用明細を提供してもらうことが不可能でした。

次にpaidyカードは基本アプリケーションのみでしかカード情報が記載されないためアプリの都合上URL自体が表示されないのです。

I contacted customer support several times regarding these documents, but they didn't have Japanese support, so even if I translated them using Google, the content was not properly understood. All I had to do was ask for it.

これらの書類に関して私はカスタマーサポートに何度か問い合わせたところ日本人サポートがいないためgoogleで翻訳して伝えてもこちらの内容が上手く伝わってなくて先程の2点の正しい規約に沿った写真や書類を求められるだけでした。

Due to the above, I am currently making a new payment using the electronic payment service Stickpay and presenting the relevant documents and images for review.

上記のことから今は先程の電子決済サービスStickpayにて新たに入金してそれに関わる書類や画像を提示して審査をまっております。

Thank you very much, rikujousaikou0421, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future. 

Thank you very much for taking the time to respond so kindly.

Regarding withdrawals, I spent the withdrawal amount on the game and lost it, so there is no longer a problem with withdrawals.

However, I am still concerned about the issue of how Energy Casino deals with vendors and support, so I would like to ask you to investigate this in consideration of what will happen in the future.

わざわざ親切にご返事して頂いて誠にありがとうございます。

出金の件ですが出金金額をゲームに費やして失ったので出金の件のトラブルはもう問題ないです。

しかし、エナジーカジノ側での業者やサポートの対応の問題はやはり気になることがありますので今後のことを踏まえて是非調査をお願いします。

Hi rikujousaikou0421,

I've just reviewed your case and am sorry to hear about your struggles with verification. Could you please specify if you still need to conduct a verification procedure, since you lost your money before we intervened and there are no more pending withdrawals?

Yes, you don't need to check it anymore.

はい、もう確認していただかなくてもよろしいです。

Thank you for this information, rikujousaikou0421. Since you no longer need our help, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia