Nucleonbet Casino - Player complains about blocked account.

My account was fully verified after sending lots of documents. After some time casino suspended my account without any reason. The requested withdrawal is still pending since 28/03. They stopped answering my emails. They don’t pay.

Dear tomoloko,

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. 

• Could you please advise which games you focused on while your account was active - slots, live casino, sports betting, etc.?
• Was your account verified?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi Kristina,

I placed sport bets, my account was fully verified after sending tons of documents. I haven't activated any bonus.

Their last answer to my e-mail:

'Thank you for contacting us.

Rest assured that our team works hard in order to handle all requests in a timely manner.

As we can confirm your withdrawal request is reviewed and we are waiting for the completion from the relevant department. Kindly note that the relevant department is aware of your request and you will be informed of any update. We apologize for any inconvenience this may have caused, and we kindly request your patience. There is no need to resubmit your request at this time.

After your withdrawal request is completed, it will be credited to your chosen payment method. E-wallet withdrawals are typically instant, while bank transfers may take up to 3 working days to process.

Certainly, we regret to inform you that your account has been closed in compliance with our established terms and conditions.

12.11 Company reserves the right to close down existing accounts without explanation. In this event, or in the event of an account closure by a customer the full balance will be paid out unless any fraudulent (e.g. Arbitrage, etc.) behavior is suspected. In case of fraudulent behavior, winnings will be voided and deposits will be confiscated or refunded, at Company's sole discretion, after we deduct the corresponding administrative and transaction fees and any fees that Company is obliged to pay to the competent authorities due to a customer’s complaint. Company also reserves the right to report to the appropriate authorities, if any customer is involved in any form of suspected fraudulent behavior.

Do not hesitate to contact us in case you need any further help. Have a good day.

Kind regards,'

Nothing happened since that time, just lies lies and lies.

Finally after a few weeks they have paid me. This complaint can be closed.

Dear tomoloko,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina

Casino.Guru