The player from Germany had an active self-exclusion in a sister casino due to a gambling problem. They believe that it shouldn't be allowed to register a new account with Nucleonbet Casino. We rejected the complaint because the player didn't respond to our messages and questions.
Nucleonbet Casino - Player’s requesting a full deposit refund.
Amount: €300
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello everybody,
I registered at this casino 2 days ago. It was not clear to me who the operator was and it was only later that I realized that I had the provider blocked in April last year due to gambling addiction. At Nucleonbet I was able to register without any problems using the same details as at the other (Svenplay) casino I have a self-exclusion from. Depositing money was easy because nobody says anything, had a lucky streak and won €900. When I then wanted to pay out the money and submitted documents, I then searched the Internet for reviews of the casino. I always do that, then I noticed that I'm blocked by the operator.
End of the story, I knew that I would never get paid the winnings, so I gambled. I then wrote to the casino, who explained everything and asked them to refund my stake/deposit. The casino wanted more verification papers, thought I'd get my deposit back. After checking my paperwork, they just meant to let me know about the ban and sent me some sections of their terms and conditions.
I would like my deposit back, I registered unknowingly as can't remember where I've been banned for a year.
The operator should not allow the player to register if he is banned for gambling addiction, no matter what cssinondes operator. Could understand if I had given other data, but it is the same data, same email name address phone no. Everything the same. Took screenshots of everything since I'm not stupid, the casino has now closed my account.
As a gesture of goodwill, they could at least pay my money back because somewhere, they also have an obligation, I'm just saying player protection! It doesn't really matter what they say in their terms and conditions, they can change and adjust them anyway, so the terms and conditions don't always play the main role in such cases.
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1 year ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their standpoint, but, before we will do so, could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru?
Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
However, I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
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Hi, thanks for the reply.
I've been banned from so many casinos I don't know where. What I do know is that I don't have a chance to register at the other casinos from the operator where I'm banned. I think that's only fair because, as I said, you can't remember where everything is locked. There are casinos and operators where I have been banned for 4 years and they are bringing new casinos to the market. Aich there I have no chance of opening an account.
I'll forward all relevant emails to you.
Thanks.
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1 year ago
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Thank you for the forwarded emails. I have checked everything thoroughly and this is what I found:
"This message was sent from my Android mobile phone using WEB.DE Mail.
On 04/23/21, 11:25 am i.***4@web.de wrote:
I want Option 2 Please lock my account completely indefinitely and I also don't want to be able to log in anymore
Sent: Thursday, April 22, 2021 at 10:13 p.m
From: " support@sven-play.com " < support@sven-play.com >
To: i.***4@web.de
Subject: RE: !!!!!***DELETE MY ACCOUNT***!!!!
Dear F******,
We may offer you two (2) options based on your desire for a permanent closure.
1) We may close your account. This means that you will no longer be able to access your account indefinitely unless you ask us to reverse it. This option is suggested for customers who wish to close for personal reasons.
2) We may close your account indefinitely. This means your account will be locked and you won't be able to open it again. This option is for customers with gambling problems.
Please clarify which closure option works better for you by replying to this email.
*To protect you from any gambling activity, we have suspended your account until we hear from you again
Do not hesitate to contact us in case you need any further help. Have a good day."
_________________________________________________________________________________________________________________________________
Could you please advise if you have informed any of the following casinos about your gambling addiction?
Edited by a Casino Guru admin
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1 year ago
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Yes, I wrote to Sven Play, you can see that in the email history, why should I then please inform all casinos that are listed there? I'm not obliged to do that, I've never heard that the player has to do this.
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1 year ago
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And Nucleonbet was informed but only later did I send you all the emails.
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1 year ago
I'm not saying that a player is obligated to do so. I'm implying that if you have informed any of the abovementioned casinos about your gambling problem then we would stand a chance to confront casinos and request a refund. Please if you saved any communication between you and Svenplay Casino that would confirm that the casino has been informed about your gambling problem, forward it at your earliest convenience.
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1 year ago
Dear UnknownUser,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
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1 year ago
Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
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1 year ago
Translation
Hello,
After my complaint here and Nucleonbet's refusal to refund my deposit, I contacted the Madre Arbitration Board and received a letter from Madre. The casino's T&Cs list Madre and the T&Cs also state that Madre's decision is binding. The letter from Madre states that I am entitled to a refund of my deposit and that the casino is not allowed to hold my deposit.
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1 year ago
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How long do I have to wait for an answer here?
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1 year ago
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Hello, you may close this complaint again and delete my account completely. I've been waiting for over 48 hours now for my last comment to be reviewed and approved and for one of you to take care of my matter. If you need your help, you are absolutely lost!! I'll take care of the matter myself this platform is obviously not reliable at all and I don't want to be a member of this platform anymore!!! Close this post and delete my account immediately!!!
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1 year ago
Dear UnknownUser,
Please understand that each involved party has seven days to reply. You can check the remaining time in the top-right corner of each thread. We handle many complaints and need time to investigate and review each case. Therefore, we ask for your patience as we try to reply to each player in a timely manner. Thank you for your patience and understanding.
Moreover, I have never received from you an official statement from the Madre Arbitration Board.
Do you still wish to have your Casino.Guru account closed permanently or do you wish to continue in this thread?
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