The player from Germany is requesting a full deposit refund after he requested a self-exclusion in a sister casino. We did not receive any reply from the casino team, therefore the case was closed as 'unresolved'.
Nucleonbet Casino - Player is requesting a full deposit refund.
Black points: 822
Amount: €1,860
Nucleonbet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
10 months ago
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12 months ago
Translation
Good day,
I have had a problem with gambling addiction for a long time. On 05/09/2021 I submitted a self-exclusion request to Casino Sven-Play. The email is attached as an attachment. This is a procedure that I do after every relapse in order not to be able to register with as many providers as possible in the future.
On 03/23/2023 I opened an account with Betsamigo, which also belongs to LCS Limited. After gambling there I asked for a self-exclusion via email and never got a response (email is attached). I only managed to set up a ban online for what I believe to be a maximum of 45 days.
On 05/07/2023 I opened an account with Nucleonbet, which also belongs to LCS Limited. There I had a very bad relapse over several days and lost a total of 1860€. Transaction history is attached.
Only afterwards did I realize that all three casinos belong to LCS Limited and it shouldn't have been possible to open a new account at all. Therefore, I would like to request a refund of my deposits at Nucleonbet.
Thanks in advance for your help
Automatic translation:
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12 months ago
Dear Aschebersch,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Please allow me to ask you a few questions, so I can better understand the situation.
- After you didn't receive a reply from Betsamigo Casino, could you please explain if you tried to contact the casino again?
- Did you request a self-exclusion in the Nucleonbet casino due to your gambling problem?
- Did you mention your gambling problem when you requested the self-exclusion to the Sven-play casino?
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,
Tomas
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12 months ago
Translation
Hello Tomas,
Thank you for your reply and for taking care of my issue.
- I tried again via chat, but I couldn't reach any clerk there. That's why I had my account blocked for a limited time.
- No I haven't done that yet at Nucleonbet because I found out about the casino's bad reputation and I wanted to avoid my account being closed without reason and I no longer have access to the account. Should I try the casino again myself?
- Yes I have. The wording was "Hello, It has nothing to do with your service. I just have a gambling problem, restrictions aren't working. Please just close my account. Thank you!"
Thanks and best regards
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11 months ago
Thanks for your patience.
How did the Sven-play casino inform you about your self-exclusion? Did they send any confirmation about the duration of the self-exclusion?
Do I understand correctly you used the same email and personal information in order to create these 3 accounts in 3 casinos?
Please let me know and if you have additional evidence, please send it to my email at tomas@casino.guru
If your Nuceonbet casino account is not yet closed, I would recommend sending another self-exclusion request, following the template:
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).
The reason for my decision is xxx (gambling issues)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@nucleonbet.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.
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11 months ago
Translation
Hello Tomas,
thank you for the message.
Unfortunately, I have not received any confirmation of the self-exclusion from Sven-Play Casino. But after that I couldn't log in anymore, I was told that my password was wrong. Resetting the password didn't work either.
Yes that's right, I used the same data for all three casinos.
Thanks, I have forwarded the email history to you at the time and cc'd you on the self-exclusion request from Nucleonbet Casino.
Thanks and best regards
Edited
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11 months ago
Thanks, the casino already sent the confirmation about the self-exclusion to be active.
Do I understand correctly that you tried to log in to your account, but the casino didn't confirm to you the self-exclusion was active via email or otherwise?
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11 months ago
Translation
Good morning,
Yes that's right. I tried to log in to check if my account is locked.
Thanks and best regards
Automatic translation:
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11 months ago
Could you please advise if you requested Nucleon bet casino to refund you your deposits due to your previously self-exclusion requests in associated casinos? Did you receive a reply from them?
Sensitive attachment
Sensitive attachment
11 months ago
Translation
Hello Tomas,
I have now asked Nucleonbet to refund my deposits and got the reply that it is not possible. I have forwarded the email to you.
Thanks and best regards
Automatic translation:
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11 months ago
Thank you very much, Aschebersch, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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11 months ago
Dear Aschebersch,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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10 months ago
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.
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10 months ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.
Dear Aschebersch,
I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. If you do not agree with our opinion, there is another option, you can file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
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