Nucleonbet Casino - Player's withdrawal has been delayed.

After some deposits i got lucky and won up to around 11 000 euro. Without bonus and not using VPN (as i read others get accused for)

At 27 apr my docs docs were approved. Drivers licens, proof of adress, creditcard and bank account. Then the process started (as i read many others been through too). 

-  Withdrawl on 1000 euro made 27april (denied 28 april)

-    New withdrawl on 500 euro made 28 april (denied 29 april)

-    2 New withdrawl on 500 euro each made 29 april (denied 29 april)

-    29 april, gets an email that i need to send them a selfie when i hold my drivers licence

o  29 april, sends them the selfie. Gets it approved.

-      2 of may, makes a new withdrawl 1000 euro

o  Withdrawl denied

-     Between 1 may-5 may i made 5 or 6 withdrawls on 1000 euro that gets cancelled

-      2 may, asks for mobile registration.

-      2-4 may i sends some emails regarding that we have a family subscprition and that the phonenr is in my wifes name.

-       4 may- uploads a phonebill from the operator were the nr is registrated. Approved.

5 may gets an email that my withdrawl is cancelled and that the account is closed for withdrawls. The account is temporarily suspended and the account will be reviewed by the relevant department for security reasons. They inform that they can´t give me an exactly time frame.

11 may they say they have to make further investigations.

Now its been 2 weeks and after reading others having the same problem i really need help with this. Know MGA or ADR Madre is another way but hope not having to go that way.

Played at many casinos but havent had this problems before. Verification normally goes with one day. I know KYC is important but this feel like something else. Read so many that seems to have problem with the verification process at the casinos in the same group.

Can provide screenshots/docs if needed.

Dear peslas2020,

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, but I agree that the casino has had enough time and all the documents to verify your account.

Could you please confirm that you have provided documents that are clear, all data is visible and they were all in the correct format?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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,

Kristina

Hi, 27 april they emailed me this. "Your documents have successfully been checked. Please note that we hold the right to ask for further documentation in order to comply with our T&Cs." After they asked for more docs. That i provided. I provided them what they asked for. Last doc was mobile registration. Which no other casino asks for..

Thank you very much peslas2020 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello peslas2020,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Nucleonbet Casino to join the conversation and participate in the resolution of this complaint.

Dear Nucleonbet Casino,

Can you please provide further information regarding the status of the player's verification/account?

Kind regards,

Adam

From what i read they do not answers complaints on casino guru. I opened a complaint to ADR Madre. Been 3 weeks and they just tell me to wait.

Dear peslas2020,

Have you had any further response from the ADR service?

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.

Hi, got a confirmation that they have recived the dispute and that they sent it to the operator to answer.

Thank you peslas2020,

Please continue to keep us updated.

Still no info from operator. Let the complaint stay open so i can tell you about outcome. The operator dont seem to answer any complains here what i can see…

Dear peslas2020,

As there has been no response from the casino and you have submitted a complaint to the ADR service, we will close this complaint temporarily with the status "waiting for regulator's decision". When the outcome is known you can respond to this complaint, it will then be reopened and we can proceed as is appropriate.

In the meantime, if you have any further questions please do not hesitate to contact me, my e-mail address is adam.m@casino.guru.

Kind regards,

Adam

Dear peslas2020,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at adam.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Adam

Dear peslas2020,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear peslas2020,

Unfortunately, as you have not responded to our messages and questions, we are unable to investigate further. Consequently, we have no choice but to reject this complaint. It can be reopened at any time.

Kind regards,

Adam