The player's account was blocked without further explanation. The remaining active balance is still held by the casino. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Nucleonbet Casino - Player’s account has been disabled.
Black points: 1,368
Amount: €11,500
Nucleonbet Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.2
Nucleonbet Casino has a Safety Index of 2.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Yesterday, May 27th, I signed me up at this casino. There I deposited 500 euros - without a bonus. Somehow had a good run and was able to post a whopping 11500 in my account after a few hours. I wanted to pay this out - didn't work - you probably have to verify yourself first. So apparently I uploaded all the documents to my account and waited, looked again that night, but nothing abnormal. This morning I looked at my emails - whether the verification is perhaps already finished - but nothing there either. Now I wanted to log into my account - doesn't work either? Then I used the password - forgot - function. User / email not known…… Hello ??? Iduna emails and chat are not responding. Why is my account being deleted and all my money taken away from me? I'm so mad.....
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2 years ago
Dear Robin,
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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?
Are you sure your account is blocked and not audited only which usually happens after a player accumulates a substantial win?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hello, it has been resolved in the meantime. The casino informed me it was a technical error. My account was now open again…. However, my account is still being verified - even though all documents were submitted - and therefore no payouts are possible. I had made a profit of 22,000 euros. Now everything is gone again. Too bad - very bad casino.
but I think we can close this case here now. Thank you dear team
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2 years ago
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Hello, no - the payment was delayed for so long that I gambled everything away again.
Many Thanks
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2 years ago
Dear Robin,
Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 years ago
Translation
Hello,
I have now requested several withdrawals again.
But they are not edited. My account is verified, but no payouts are taking place.
In the chat you wait more than an hour - without anything happening. Nobody responds to emails. What else can I do? I now have payouts in the high range.
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2 years ago
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All withdrawals were canceled again….. now you suddenly need an ID card with a selfie. The payouts were all canceled again. And that's how it goes every time
A week ago the casino sent me the following email:
Dear Robin,
We would like to inform you that your account has been verified.
and again I have to wait 72 hours from the first payout.
this casino is the very worst and nobody helps me !!!
THIS CASINO DOES NOT PAY OUT !!!
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2 years ago
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If I want to send in the selfie now, the system says - upload failed - so life is made difficult for me there!!!
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2 years ago
Thank you very much, Robin, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
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2 years ago
Hi Robin,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Nucleonbet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi Robin,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the MADRE, an MGA approved Alternative Dispute Resolution service provider, by completing their online form available at this website madre-online.eu/file-a-claim/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the MADRE and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
