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

Hej Casinoguru

Jeg har spillet på Nucleonbet hvor jeg startede med at indbetale 30 dollars. Efter rigtigt meget KYC bøvl er jeg stadig ikke verificeret. Jeg modtog en mail 07-06-2022 hvor der stod at de havde verificeret de sidste dokumenter jeg havde indsendt som var langt ud over hvad deres normale procedure lå op til.

De staller hele KYC processen.

Samtidig har jeg d.08-06-2022 modtaget en mail hvori de skriver at jeg skal indsende yderligere dokumenter. Mail er vedhæftet.

Jeg tror jeg har indsendt 10 dokumenter med kørekort, mit ansigt med kørekort, dankort, varmeopgørelse, skrill kontoudtog osv.

Derudover modtog jeg i dag d.08-06-2022 den vedhæftede mail hvori de skriver at de har fjernet 6971,43 USD fra min konto fordi de har en vildt underlig betingelse som siger jeg ikke kan få mere end 15x mit deposit pga. jeg kun har lavet 1 indbetaling.

Jeg håber i kan hjælpe da jeg synes det her lugter fælt af udnyttelse.

Spørg endelig for yderligere detaljer.

Alexander P******

Dear luffiman,

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 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? Could you please advise if you accumulated your winnings with or without an active bonus?

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

Hej

Tak for det hurtige svar.

Jeg har spillet uden en bonus, da jeg ved oprettelse fandt betingelserne for gennemspilning urimelige og valgte derfor at indbetale UDEN brug af en bonus.

Vedrørende bekræftigelse af konto går jeg udfra du mener; hvorfor de har fjernet X antal dollars fra min konto?

Dette har de gjort på baggrund af en meget, i mine øjne unfair T&C.

63.4 A player with 1 deposit only will be eligible to cashout a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request.

Selve KYC kan jeg sagtens leve med at skulle indsende yderligere informationer omkring, men eftersom der ikke rigtigt er meget tilbage af den gevinst jeg havde giver det snart ikke mening at blive ved med at indsende dokumenter.

Spørg endelig for yderligere informationer 🙂

Alexander P*******

Undskyld jeg skriver igen men vil bare være sikker på at problematikken er tydelig.

Nucleon har brugt den paragraf i deres terms and conditions, som jeg skriver ovenover, til at fjerne 85% af gevinsterne på kontoen.

Problemet med KYC er sidestillet i forhold til dette.

Alexander P*******

Thank you, luffiman, for your reply. Could you please confirm that the following rule has been used to reduce your winnings?

"A player with 1 deposit only will be eligible to cashout a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request."

Have you received any winnings already, please?

Ja det kan jeg bekræfte. Jeg vedhæftede også et billede af den email nucleonbet har sendt til mig i det første opslag jeg lavede.

De fjernede 6971,43 dollars fra min konto.

Nej gevinsterne er væk fra min konto. Og saldoen på kontoen er nu 0 eftersom jeg tabte de resterende 450 dollars.

vh. Alexander P*******

Dear luffiman,

Do I understand correctly that you played and lost your entire approved winnings? If that's the case, 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. If you waited for us to intervene while you still had your capped winnings in your account it would be a different story. Unfortunately, it would be very difficult now to argue that you were entitled to a much greater amount and prove that it wouldn't have been played and lost too.

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.

Du har misforstået... Gider du å¨bne de mails jeg har vedhæftet i det oprindelige opslag?

Der kan du se præcis hvad der er sket, jeg har vedhæftet hele korrespondancen.

Jeg spillede og mistede 450dollars som var de resterende på kontoen.

De fjernede nærmere 7000 dollars fra min konto pga. af den omtalte T&C.

Alexander P*******

I understood that you have deposited $30 and played without any active bonus. Subsequently, you accumulated winnings of $7K+ but only $450 has been approved since the casino has an unfair term that the maximum cashout from real money winnings if a player had one deposit only, will be 15x deposited amount, is that correct.? Finally, you have played and lost even the approved amount. Could you please confirm it?

Ja det kan jeg bekræfte. Dette var dog ikke tydeligt i den tidligere besked.

Er der noget at gøre i forhold til den meget unfair T&C de har? eller omhandler dette blot de 450 jeg spillede væk til sidst?

Jeg er interesseret i de penge som de fjernede fra min konto, de 450 er jo væk på helt almindelige vilkår.

Alexander P*******

The casino has been already punished in our review for having unfair terms and conditions. Unfortunately, since you have played your winnings and it would be very hard to prove that not the entire winnings would have been played down, I'm afraid I'm forced to reject your complaint.

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.

Helt fair at de er blevet straffet.

Men undskyld mig, det er da slet ikke svært at bevise at det ikke er hele gevinsten som er spillet væk? De har jo selv skrevet det i en mail til mig, som jeg nu har nævnt 40 gange?!

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.