Nucleonbet Casino - Player’s struggling to complete the account verification.

Dear Casino Guru

I'm having trouble getting my money out of Nucleonbet.com

between 2022-04-19 - 2022-04-20 I deposited a total of 2060 euros from my account. I did not use a bonus, only money deposited. I then won up to 3906 euros which I want to withdraw.

When I requested a withdrawal, it could not be completed, so I contacted customer service who announced that I had to verify my account before withdrawal. Then it took about 4 days to get these documents confirmed, because they did not approve the tax office's identity card or physical image of bank documents. They eventually wrote that they needed it in PDF to approve my address. Then they sent me an email that my documents were approved but that they retain the right to request more documents.

I request a withdrawal and wait about 24 hours and get it interrupted.

Then I contact customer service who informs that they need a picture of me and my driver's license. Said and done I send in a picture with me and my driver's license but after 24 hours I only get an email that they received my driver's license and sent it to the right department.

Now on 22-04-28 I can no longer log in to my account.

I also do not get any contact with them via the chat?

I feel cheated and wonder what's going on?

Can you help me? Do I need to pass it on to licensor MGA? I have saved all the information and screenshots to give a clear insight.

Dear Olleboll3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Hello Petronela, The account is now open again. I waited 2 hours in line for the live chat, they told me they had a technical problem that is now solved.

But i still have not received a response to my verification of my selfie. I Sent in a picture of myself and my driver's license three days ago. I also do not know what documents they want more? I have already sent confirmation on address / card / Driving license and received it confirmed.

The answers I get from them when I ask the question of what documents they want are unclear.

If they need any more documents, I will be happy to send them.

I now saw that my submitted document had been approved. I have now requested a withdrawal of 1000 euros as you can only withdraw 1000 euros per withdrawal. I will inform you about how it goes as soon as 24 hours have passed.

Now the status has changed to: COMPLETED

so now the first withdrawal should appear in the next few days.

I will keep you updated.

Thank you very much, Olleboll3, for the update. Please keep me informed about any further developments.

No money has been deposited into my bank account yet. I contacted the live chat they informed that it takes 1-3 banking days before the money reaches the account.

my second withdrawal is still pending.

I will keep you updated.

I can now confirm that the first withdrawal has landed in my account.

Can confirm that the other withdrawal has landed on my account now as well.

last Withdrawal is now completed on the website.

should show up tomorrow then all withdrawals are confirmed. Thanks

Great news 🙂 Could you please confirm once again when all the winnings will be successfully received? Looking forward to hearing from you.

Hi Petronela , Thanks for your answers. I have now received all the money from Nucleonbet.

I will also put a compiled rating on my case with them on your page.

Thanks for your help! Have a good time and continue with what you are doing!

Great news 🙂 As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Olleboll3, for your kind words and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru