The player from Finland had had her account closed in sister casino. She believes that she should have been banned from Nucleonbet Casino too. We did not receive any reply from the casino team, therefore the case was closed as 'unresolved'.
Nucleonbet Casino - Player’s requesting a full deposit refund.
Black points: 352
Amount: €1,200
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.
2.1
Nucleonbet Casino has a Safety Index of 2.1, 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
I have requested that my Game Account be closed at Wallacebet Casino on 23/02/2022, citing gambling addiction (vouchers for this in an email). My account has been closed upon my request. However, I have managed to open an account at Nucleonbet Casino on 13/06/2022, a sister casino in Wallacebet (license MGA / B2C / 233/2013 issued to LCS Limited, C-64070). I got a total deposit of € 1200 which I lost. That’s when I realized it was Wallacebet’s sister casino.
I have contacted Nucleonbet about this and requested a refund of the deposits, claiming that my account at the sister casino has been closed. The casino does not agree to take any responsibility for this and therefore does not agree to return deposits. My account with Nucleonbet is now closed because I requested that it be closed.
Can you help me with this, because I think it is wrong for me to have opened an account / deposited money even though my sister casino has been closed.
Thank you!
Automatic translation:
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2 years ago
Dear ilonam,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication between you and the casino 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.
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hey!
I have emailed the requested documents.
Automatic translation:
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2 years ago
Thank you, ilonam, for the forwarded communication. Could you please forward supporting evidence that your Wallacebet Casino account has been suspended due to a gambling problem?
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2 years ago
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Hey!
Thanks for the answer. I have emailed the requested evidence.
Automatic translation:
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2 years ago
Thank you very much, ilonam, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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
Hello ilonam.
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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2 years 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’.
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2 years 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 ilonam,
I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to 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
