Nucleonbet Casino - The player's winnings were voided.

On 17.06.2022 at 00:48:24 I deposited 100€, further at 01:34:31 200€, and at 02:19:11 100€. The first deposit contained a bonus, which I gambled away, 0.08€ remaining of the bonus, and then made the other deposits. The third deposit contained a Bonus with FreeSpins which I have not used. After that, I had a balance of 1000€. On 19.06.2022 I continued playing with this balance and had a balance of 7000€ at the end. After the long verification was completed I received the following mail.

"We would like to inform you that the relevant department has completed the review process of your account and the amount of 6600 ,04 € has been removed, leaving your balance at the amount of 400,00 € which is the amount you deposited in order to claim multiple Reload Bonus.

Kindly find below the relevant promotional terms which you have been found to have breached:

9. The Maximum allowed bet before meeting the bonus wagering requirements is €5 per game/spin or the equivalent in other currencies. 

Larger bets will lead to the confiscation of the bonus assets, freespins and any potential winnings generated with bonus money.

10. If you wish to withdraw before you manage to complete the wagering requirement, then you can cancel your bonus but keep in mind that bonus amount, the generated winnings and any wagered amount will be deducted from your overall balance. Bonus calculates bets with real money amount first and then with the bonus amount.

11. This Bonus cannot be used in conjunction with any other promotion.

Please note that winnings after canceling the bonus are a result of invalid activity."

I have answered the following:

"Hello I have not made the winnings with a bonus. I have deposited 100 euros with bonus, which I have gambled away and then further once 200 euros without bonus and once 100 euros without bonus deposited, with which I have achieved the winnings."

And got the following answer:

"We would like to inform you that the decision was taken from the relevant security department and it is final after a review was conducted for your account.

Kindly refer to the email sent in order to be clarified about the terms violated in regards to the bonus. Also you are able to check via your history which bonuses were active at the time of your deposits."

And the last answer I give to them:

"I request you to forward my complaint to the relevant department. 

On 17.06.2022 at 00:48:24 I deposited 100€, further at 01:34:31 200€ and at 02:19:11 100€. The first deposit contained a bonus, which I gambled away and then made the other deposits,remaining 0.08€ of bonus money.

After the second deposit I played and won. According to your terms:

11. Real money is always used before bonus money when playing with an active bonus on the account.

So the 0.08€ of the remaining bonus money could not be a problem. I ask you to explain to me what the problem exactly is.

After that I had a balance of 1000€. On 19.06.2022 I continued playing with this balance and had a balance of 7000€ at the end."

Can you please help me?

Hello mfreidl54,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nucelonbet Casino. Please allow me to ask you a few more question before we would move forward.

Do I understand it correctly that you were keeping bonus round for later when playing with bonus money? Can you access your betting history which would show the exact amount of your bets?

Please note that in both cases - delaying the bonus round and exceeding the maximum bet amount - you were breaching the bonus term. The case will need of course additional investigation so please forward us any evidence you have to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

At 2022-06-17 00:48 I deposited 100€ with a bonus of 150%, so I got 250€. After that, I gambled it away and at 2022-06-17 01:32 I was at a balance of 0.08€. So I deposited another time at 2022-06-17 01:34 200€ without a bonus. With that 200.08€ I played Blackjack, the first bet was 25€ and I won 50€, second, third and fourth bet was also 25€ which I lost. I have not delayed a bonus round.

But in my opinion, the 0.08€ are not relevant because I cannot exceed the maximum bet with 0.08€ and they say in their bonus terms following:

"11. Real money is always used before bonus money when playing with an active bonus on the account."

So I have not even played with the 0.08€ bonus money.

At 2022-06-17 02:10 my balance was 560.08€. I made the first two deposits with Mifinity, because I wanted to enable the withdrawal method RapidTransfer I deposited another 100€, with a freespin bonus I never used. So there can be no wagering for this bonus, according to their terms the following applies to freespins.

"58.3.4 All Bonuses and promotional materials of this website come with a wagering requirement which has to be met before the bonus money is turned into cash:

- Freespins: x20 (times twenty) the amount of winnings 

- Casino Chip: x25 (times twenty) the bonus amount 

- Freebets: x1 (times one) the amount of winnings 

- Sports bonus: x10 (times ten) the deposit and bonus amount 

- Casino bonus: x45 (times forty-five) the deposit and bonus amount 

- Live Casino bonus: x35 (times thirty-five) the deposit and bonus amount"

I did not use the freespins and therefore did not earn any bonus money with them, which would have to be wagered.

At the end of 2022-06-17 I stopped playing with a balance of 1000.08€.

At 2022-06-17 I continued playing with the 1000.08€ and have made it to 7000 euro.

Best regards and thank you for your reply.

Reply from Nucleonbet:

"We would like to inform you as previous emails that the decision was taken from the relevant security department and it is final after a review was conducted for your account.

Kindly refer to the email sent in order to be clarified about the terms violated in regards to the bonus. Also you are able to check via your history which bonuses were active at the time of your deposits."

I wrote a wrong date in the last line of the statement.

"At 2022-06-17 I continued playing with the 1000.08€ and have made it to 7000 euro."

2022-06-19 is the right date.

Hello mfreidl54,

Based on the description it looks like the bonus was not canceled and as you deposited it became the part of the bonus too. However, it seems strange that the bonus was not canceled automatically once you reached such a low balance. Can you access your betting and bonus history and forward it to me?

Dear mfreidl54,

Can you please forward the betting history even if it's that much? Please forward it on the same e-mail as provided before.

I have already submitted a complaint at MADRE.

Thank you

Dear mfreidl54,

As you've contacted MADRE, we would consider closing this complaint as unresolved - waiting for the regulator's decision. Can you please let us know the outcome if they will get back to you?

Dear mfreidl54,

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

The complaint will be now closed for the above mentioned reason.