The self-excluded player from Austria, despite her gambling addiction, had been allowed to register and deposit in an LCS Ltd casino, specifically Nucleonbet. She pointed out identical responses from support teams across all LCS Ltd casinos and emphasized that she had informed LCS ltd about her gambling addiction. The player had provided emails and screenshots as proof of her communication with the casino. Despite the evidence, the Complaints Team had found no clear indication of a self-exclusion request prior to her last deposit at the casino. As a result, we couldn't assist the player in resolving this issue and the complaint was rejected.
Nucleonbet Casino - Self-excluded player was allowed to gamble.
Amount: €619
Nucleonbet Casino
Safety Index:Very lowSafety Index
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2.1
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Even though I have been banned from LCS Ltd for years due to gambling addiction, I was repeatedly allowed to register and make deposits in an LCS Ltd casino. This case pertains to Nucleonbet! When I tried to make contact, they claimed that the casinos were unrelated. However, I can prove through screenshots that the responses from the support teams at all LCS Ltd casinos are identical and are even assigned with a sequential number. Furthermore, I have also directly informed LCS Ltd about my gambling addiction. Evidence is attached below.
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1 year ago
Dear x4wsccrkcd,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
Meanwhile, I checked the Responsible Gambling section and this is what I found (here):
Is support@nucleonbet.com the email address to which you sent your request?
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
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1 year ago
Translation
I sent all emails regarding the ban to support@nucleonbet.com, also to info@lcs.com and to info@lcsltdeu.com with the following wording:
Ladies and Gentlemen!
I have a player account with you, which is registered under the email address ……….
According to your records, I made deposits of €619 in your online casino.
This letter is also being sent to all MGA departments because there has been a massive violation of player protection!
I was previously banned permanently (i.e. for life!) from the online casino of the same brand, namely LCS ltd, due to gambling addiction and personal bankruptcy, which I have been in since August 2019 (I sent you a confirmation). The site you operate, BetNFlix, is licensed by the Malta Gaming Authority under License No. MAG/B2C/233/2013 (02/07/2013) issued to LCS Limited, C-64070, registered in Office 3, Level2, Sterling Building Enrico Mizzi Street, TA'XBIEX XBX 1453, Malta.
I also forwarded the email to the desired email address.
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1 year ago
Thank you, x4wsccrkcd, for your email. Regrettably, I was unable to locate the initial self-exclusion request, and I am unsure of when it was submitted. Could you please clarify and try to forward it at your earliest convenience?
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1 year ago
I received an email forwarded from the casino stating that your account was blocked on April 18, 2023. The message did not mention any gambling problems but indicated a straightforward account closure. Could you kindly inform me about when you communicated to the casino regarding any gambling issues?
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1 year ago
Translation
I have just forwarded you an email where you can see that Sonsofslots was informed by email about the gambling addiction on September 17th, 2022! Personal bankruptcy and other things were also reported here!
Furthermore, I have already sent you a screenshot confirming that all LCS ltd. Casinos have common support, as my inquiries were given a consecutive number and were replied to at the same time with the identical content. That's proof enough that everything is handled by the same support.
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1 year ago
If you were successfully excluded from this specific casino in the past, please forward any supporting evidence at your earliest convenience. Unfortunately, I haven't received any relevant communication between you and the Nucleonbet Casino that would suggest that you were excluded before. Please understand that self-exclusion from any other gambling establishments, other than this specific casino, doesn't mean that you are entitled to any refunds from the Nucleonbet Casino. Thank you.
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1 year ago
Dear x4wsccrkcd,
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.
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1 year ago
Translation
You are welcome to reject the complaint as unjustified. I have sent you everything about this matter, I have written to you that I have always sent an application for exclusion due to gambling addiction directly to the company - apparently not enough - everyone brushes themselves off and says they knew nothing and an exclusion is in one casino in the corporate group does not count as a reason for exclusion in other casinos in the LCS LTD group.
I have sent enough screenshots that the same support works at all LCS LTD casinos, that absolutely identical answers come and the number of complaints are in an ascending order and are consecutive.
Unfortunately, you still protect these companies.
The highest level of protection actually applies to gambling addiction - but that's what all companies in this industry thrive on. A pity!
I will now sue with the help of a lawyer.
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1 year ago
Could you please clarify when the last deposit into your Nucleonbet Casio account was made?
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1 year ago
To recap:
- The casino notified you about the account closure on April 18th, 2023.
- The latest deposit made into this casino was on June 26th, 2022.
As previously requested, kindly forward any supporting evidence indicating that you requested self-exclusion from this specific gambling establishment before June 26th, 2022 otherwise, I will be forced to reject your complaint.
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1 year ago
Translation
I have sent you all emails. I understand that you are on the casino sites and I am very disappointed. LCS Ltd. has demonstrably received several emails directly to the company address, in which the gambling addiction and the therefore necessary and desired ban are mentioned. Strangely enough, the ban has now been extended to all LCS Ltd casinos, including those where I had not yet registered. And this despite the fact that it is claimed that no casino is connected to the other. Strange. Especially since the emails prove otherwise.
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1 year ago
To date, we haven't received any corroborating evidence indicating that the player requested self-exclusion before making their last deposits into this casino.
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.
