Nucleonbet Casino - Player’s account has been blocked and audited.

After winning over 70.000+ euro's my account was pending investigation by security department. I have done the normal verification and my account is verified. It has been a month and I've gambled 65.000 euro's which is my own fault. Now I have 5.000 left in my account which I really want to withdraw. After making the withdrawal a month ago I got a message that my account is pending investigation by security department and I have to be patient. That's basically what they keep telling me also when I contact live chat and e-mail support. They say they can't tell anything about a ongoing investigation by them. I'm not hearing anything myself from them except wait wait wait. After a month I think it's time I can withdraw my money.

Dear Mahaxo,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Was your account successfully verified in the past? ? Which games you’ve been playing (live games, slots, or multiplayer)?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have never been able to withdraw, it would get cancelled for any reason, first they cancel for withdrawal limits and than because the account is not verified. After having the account verified and putting the right amount in they say my account is pending investigation. It's crazy to think according to the TOS the max win is 5000 per day, which means even if I didn't gamble the money I wouldn't even get it. Hope I can get the 5000 though. Games I played: crazy time, monopoly live & madame destiny megaways. Made big money with the latest slot bonus buy.

Thank you very much, Mahaxo, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Been gambling some more and have a 20.000 euro's balance now, not going further ...

Means we're talking about a really big amount now, they better stop stalling everything. Looks like they're trying to figure out how to not pay me out.

Can you change this in my complaint?

Hello Mahaxo,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you.

Nucleonbet Casino, could you explain what is the reason for the delay in processing Mahaxo's withdrawal requests?

I have submitted the case to the ADR Madre. A month of waiting is just too long. Still have €20.000 in my balance.

I see someone else also have the same problem on Casino Guru now ..

@Thomas can you change the disputed amount to 20000?

Hello Mahaxo,

I have adjusted the disputed value to 20000€ up from 5000€.

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 the complaint as ‘unresolved’.

Hello Tomas,

I have sent you the e-mail with their response.

Hello Mahaxo,

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I suggest you contact  MADRE, an MGA approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://madre-online.eu/file-a-claim-international/

and if necessary also the Malta Gaming Authority if that is not successful on the website https://www.mga.org.mt/support/online-gaming-support/  It's a good licensing authority and has better options and tools to help players.

I am very sorry I couldn't help more, and I sincerely hope you won’t come across a problem like this again.