HomeComplaintsNucleonbet Casino - Casino website doesn’t load properly.

Nucleonbet Casino - Casino website doesn’t load properly.

Amount: €95

Nucleonbet Casino
Safety Index:Very low
Submitted: 28 Apr 2022 | Resolved : 29 May 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Germany is inquiring about casino website accessibility. Player’s complaint has been resolved successfully.

Public
Public
2 years ago
Translation

I can't log in anymore since this morning. Resetting the password doesn't work either, because it always says "User is not found".

Automatic translation:
Public
Public
2 years ago

Dear riehni,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any notification or a message when you try to log in or the entire website is offline? Have you tried communicating this issue with the casino directly?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I understand that it might seem like a lot of queries, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Public
Public
2 years ago
Translation

Login works now. The server seemed to have been overloaded yesterday.

only now the verification of my documents takes a long time. And I still haven't gotten a response

Automatic translation:
Public
Public
2 years ago

Dear riehni,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? 

Public
Public
2 years ago
Translation

Verification is complete

Automatic translation:
Public
Public
2 years ago

Thank you very much, riehni, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed. 

Public
Public
2 years ago

Hello riehni,

Have there been any developments since our last conversation, please? 

Public
Public
2 years ago

Dear riehni,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Public
Public
2 years ago
Translation

Yes everything worked

Automatic translation:
Public
Public
2 years ago

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, riehni, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news