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Hello.

I made a deposit of 2x50€ about 2.5 months ago and took advantage of a bonus. The value was converted as prescribed in the terms and conditions. I ended up with 300€ plus and wanted to have it paid out Documents are uploaded for verification. My account was verified, no problem. Then it was paid out and I haven't received my money for 2.5 months. New documents are always being requested and my payout is canceled again and again. From yesterday my payout option became SEPA Blocked for no reason and it means it needs to be checked again even though it happened 2 months ago. I'm getting mad and mad at how people can cheat like that. I just want my money. 2.5 months for €300 is ridiculous.

Hallo.

ich habe ?vor ca.2,5 Monaten eine Einzahlung von 2x50€ getätigt und einen Bonus in Anspruch genommen.Der Wert wurde wie in den AGB vorgeschrieben umgesetzt.Ich hatte am Ende 300€plus und wollte diese Auszahlen lassen.Erst sollten ganz normale Dokumente hochgeladen werden zum Verifizieren.Mein Konto wurdr verifiziert alles kein Problem.Dann kam es zum Auszahlen und seit 2,5 monaten bekomme ich mein Geld nicht.Es werden immer neue Dokumente eingefordert immer wieder wird meine Auszahlunh storniert.Ab gestern wurde meine Auszahlungsmöglichkeit SEPA Grundlos gesperrt und es heist es müsste nochmal überprüft werden obwohl das schon vor 2 Monaten passiert ist.Ich werde langsam sauer und verrückt wie man so betrügen kann.Ich will einfach nur mein Geld.2,5Monate für 300€ ist lächerlich.

Hello fgbc5bwfkz,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nucelonbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Was this your first withdrawal request from the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

It has been fully verified for about 7 weeks. I am in daily contact with the casino to inquire about the current status. The last message came yesterday when my SEPA withdrawal option was suddenly blocked for no apparent reason.

Vollständig verifiziert ist es seit ca.7 Wochen.Ich habe täglich mit dem Casino Kontakt um mich zu erkundigen wie der aktuelle Status ist.Die Letzte Nachricht kam gestern als Plötzlich meine Auszahlungsmöglichkeit SEPA gesperrt wurde ohne ersichtlichen Grund.

Thank you fgbc5bwfkz for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello fgbc5bwfkz,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Nucleonbet Casino to join the conversation and participate in the resolution of this complaint.

Dear Nucleonbet Casino,

Can you please explain why the player's withdrawal requests are being rejected?

Kind regards,

Tomas

Is there anything new now? My SEPA payment option has been blocked for over 2 weeks without reason. I've been waiting 3 months for my payment of 300€, although everything has been verified for weeks and has been uploaded several times. This page is lies and fraud criminal.

Gibt es denn nun etwas neues?Meine Auszahlungsmöglichkeit SEPA ist nun seit über 2 Wochen grundlos gesperrt.Ich warte mittlerweile 3 Monate auf meine Auszahlung von 300€ obwohl schon seit Wochen alles verifiziert ist und mehrfach hochgeladen wurde.Es ist Lug und Betrug diese Seite ist kriminell.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear fgbc5bwfkz,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas