The player's withdrawal is delayed for over 2 months. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint.
Nucleonbet Casino - The player's withdrawal is delayed.
Black points: 68
Amount: €300
Nucleonbet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
11 months ago
Public
Public
1 year ago
Translation
Hello.
I made a deposit of 2x50€ about 2.5 months ago and took advantage of a bonus. The value was converted as prescribed in the terms and conditions. I ended up with 300€ plus and wanted to have it paid out Documents are uploaded for verification. My account was verified, no problem. Then it was paid out and I haven't received my money for 2.5 months. New documents are always being requested and my payout is canceled again and again. From yesterday my payout option became SEPA Blocked for no reason and it means it needs to be checked again even though it happened 2 months ago. I'm getting mad and mad at how people can cheat like that. I just want my money. 2.5 months for €300 is ridiculous.
Automatic translation:
Public
Public
1 year ago
Hello fgbc5bwfkz,
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.
Could you please advise since when is your account fully verified? Was this your first withdrawal request from the casino? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
It has been fully verified for about 7 weeks. I am in daily contact with the casino to inquire about the current status. The last message came yesterday when my SEPA withdrawal option was suddenly blocked for no apparent reason.
Automatic translation:
Public
Public
1 year ago
Thank you fgbc5bwfkz for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
1 year ago
Hello fgbc5bwfkz,
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 explain why the player's withdrawal requests are being rejected?
Kind regards,
Tomas
Public
Public
12 months ago
Translation
Is there anything new now? My SEPA payment option has been blocked for over 2 weeks without reason. I've been waiting 3 months for my payment of 300€, although everything has been verified for weeks and has been uploaded several times. This page is lies and fraud criminal.
Automatic translation:
Public
Public
12 months ago
We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
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11 months ago
Dear fgbc5bwfkz,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas.k@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Tomas
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