Nucleonbet Casino - Player claims that payment has been delayed.

I deposited a large amount and won a little on top of it and now I want to withdraw. However, the casino has now requested 4 additional documents on top of the original documents, all of which I have delivered quickly. All of these have also been approved, so I don't understand why my withdrawals are being cancelled. The casino already has strict deposit limits of €1,000/24h and €7,000/month, so it will take me about 3 months to withdraw that €20,000 anyway. I'm going to withdraw every penny but the casino is delaying, luckily it's an MGA casino so I'll get the money sooner or later. I have not used bonus funds, it has been confirmed to me that I can withdraw the entire balance of €19,790.85 and the account has already been confirmed by customer service. I have started the procedures with the MGA by opening a complaint to them, and I have also been in contact with the parent company of this casino, LCS Limited. Next, we will have three-way discussions with representatives of MGA and LCS. After this, the case goes to court.

please help me and others who have been scammed by this casino. This already goes too far in the operation of a European casino, I would like the representatives of CasinoGuru to show professional pride in winning this casino.

Dear Mokso123,

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

Dear Mokso123,

Have you received your withdrawal from the casino yet?

hi, they paid Yesterday 1000€ and nothing more. Today they stole my saldo and left only 1500€ left. This is bullshit because my original deposit was 7000€ which I never fully lost before winning so that my balance was 19870.85. So I got 1000€ yesterday, today my saldo is 1500€ so 17370.85€ stolen from my saldo. They justify it for bonus money used and this is not true, since I have asked them to first remove all bonus before playing in live chat and then asked them in live chat after winning that is my all saldo withdrawable and without bonus and they answered yes. I have transcripts of all these chats. I have also email confirmation that I can withdraw all my saldo. Now you need to help me, I can send all the evidence. I need at least my deposit of 7000€ back because that is my own money and I have before playing asked them to remove bonus and not in any point lost all my money so that bonus money could have been used!

so it's their fault if they forgot to cancel the bonus because I have a timestamped thread where they said they did this before playing. If they claim to win €5,000 within 24 hours, of course, then €12,000 is due to me (€7,000 deposit + €5,000 win). A ton has been paid for this, and €1,500 was left (€17,370.85 was stolen from my account (although €4,500 of my own deposit has not yet been paid)

One more addition: all my game events have been deleted. This is a scam. I am attaching a screenshot where I win €8,000 when my balance is already €11,000. So I owe at least €12,000. The address of the Casino is shown in the picture, and the information about the picture can be obtained from me and from that file, for example for a court case.

Thank you for your reply, Mokso123. Could you please forward me all the important evidence? Additionally, please forward all the relevant communication between you and the casino. I would mainly like to see the message in which you asked the casino to cancel your bonus and any following conversation. You can forward everything to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi, sure, I'll send them to you by email. Now they have also closed my account without my asking

Mokso123, did you ask the casino to cancel the bonus before you started playing with it? Was it some kind of No Deposit (free chip) bonus?

i did ask to remove it before playing. It came with the deposit

Thank you very much Mokso123 for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Mokso123,

I have looked at your case as well as the forwarded e-mail and I understand the situation. I’m sorry to hear about your negative experience with Nucleonbet Casino. I’ll contact the casino team and try my best to resolve the issue.

I would like to invite the representatives of Nucleonbet casino to join this conversation and participate in the resolution of Mokso123’s complaint.

Any relevant information can also be forwarded to andrej.p@casino.guru.

We would like to ask Nucleonbet 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 this complaint as ‘Unresolved’.

Contacting their affiliates can get the money back based on the internet forum. Do you know their contact persons or can you send me the contact information of NucleonBet senior management? These are needed for legal proceedings

Dear Mokso123,

I can confirm that we do have the contact information of multiple representatives of the casino and have notified some of them about your complaint earlier today. We’re currently awaiting their reply. It appears that the notification that was sent automatically 7 days ago directly to the casino was missed as we haven’t received any response from the casino team.

If you wish to contact the casino team yourself, I can only recommend you use the contact information that’s available on the casino’s website.

I have contacted them countless times

Dear Mokso123,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘Unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, there’s still the option to submit an official complaint to the Licensing Authority (Malta Gaming Authority) and/or the official ADR of the casino (MADRE).

Please let me know if you decide to do so and/or if our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.