Energy Casino customer support

Energy Casino publishes its live-chat schedule and support email on energycasino.com/en/support. Its company details identify Probe Investments Limited as the operator and provide a postal address. Use the casino’s published contact details when discussing an account or payment.

The operator labels the chat schedule CET. Check that time zone rather than assuming the hours match your local clock. If chat is closed, email provides a way to send a written enquiry, but the published contact details do not state an email response deadline.

Languages and response times

The published support details do not specify which languages agents handle or give a live-chat waiting-time commitment. Ask whether your preferred language is available and when you should expect a reply. Opening hours should not be read as a guarantee of immediate assistance.

Make the issue specific and ask for a clear next step. The following is a suggested checklist for your message, rather than an operator-mandated submission format:

• Account access: describe the error message and when it appeared. Do not send your password or authentication codes.
• Payments: include the transaction date, payment method, amount and transaction reference, while masking unnecessary financial details.
• Game issues: identify the game, approximate time and what happened. Keep any relevant screenshot or round reference.
• Existing cases: include the previous correspondence and ask for a case reference, current status and next action.

For account-access questions, see the Energy Casino login guide. If support requests identity documents, ask which documents are needed and confirm the appropriate submission route before sending sensitive information.

Pending withdrawals and limits

Energy Casino’s terms state that withdrawal processing can take up to 3 business days, although the operator aims to process immediately. They also set a maximum withdrawal of €5,000 per 24 hours unless otherwise agreed, and a minimum of €10–€20 depending on jurisdiction and currency.

When following up, ask whether the request is awaiting processing, documents or another action from you. Request an explanation tied to your transaction rather than treating the operator’s aim of immediate processing as a guarantee. The terms also say withdrawals go to the account holder through the deposit method. See the withdrawal guide for the wider rules.

Identity-document requests

According to the terms, cumulative deposits above €2,000 over a rolling 180 days require documents within 30 days. If your enquiry concerns verification, ask support to identify the outstanding documents, confirm whether earlier submissions were accepted and explain what remains unresolved. Do not assume this threshold means documents cannot be requested in other circumstances.

The Malta Gaming Authority register lists Probe Investments Limited as licensed under MGA/B2C/224/2012 and names MADRE as its approved alternative dispute resolution provider. This is not confirmation of a GRAI licence or authorisation to operate in Ireland. Check whether MADRE can consider your dispute and its submission requirements.

1. Put the complaint in writingEmail support@energycasino.com with a concise timeline, relevant references, previous replies and the outcome you are requesting.
2. Ask for the operator’s complaints procedureRequest a complaint reference, the applicable response deadline and a written explanation of the decision. Keep copies of the correspondence.
3. Check MADRE’s current requirementsIf the issue remains unresolved, check whether MADRE can consider it and what prior steps with the operator are required. Prepare the correspondence and supporting records requested by that process.

If gambling is affecting your finances or wellbeing, say so clearly when contacting support and ask what account restrictions are available. Avoid further gambling while trying to resolve losses or a payment dispute. In Ireland, the HSE Drugs and Alcohol Helpline (gambling) is 1800 459 459. The responsible gambling guide provides a separate starting point for help.