Nucleonbet Casino - Povlačenje igrača je odloženo.

I've actively been trying to make a withdrawal at Nucleonbet since November 17th. I've been asked to provide all sorts of documentation and they have all been approved. Nucleonbet has done everything to prolong the process. It always takes many days to review the documents and after each time they tell me they don't need anything else at the moment, but as soon as I try to make a withdrawal a new document is needed. They recently cancelled a withdrawal without any comment and when I tried once more I got an email saying that the withdrawal option on my account has been suspended due to my account being reviewed.

I'd be most appreciative if you could help, please. This amount is a lot of money for me. Please, get back to me if more evidence is needed.

Hello suwi,

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 when was the last time the casino requested a document from you? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you!

Last time I was asked for documentation was on Dec 17th and on Dec 21st I got an email confirming that it was approved.

I used a bonus (together with the deposit) but the requirements were met and I have a screen shot proving that. This has also never been mentioned by Nucleonbet as an issue. The problem has always been described as being about KYC, technical issues and long processing times.

Last time I spoke to them was on Dec 26th via the chat function and the conversation was about me being dissatisfied regarding the time this is taking.

Best regards, S.

Thank you suwi for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello suwi,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Nucleonbet Casino to join the conversation.

Dear Nucleonbet Casino,

Can you please provide some information regarding the player's verification delay?

I tried one more time to make a withdrawal, however a banner came up saying that the verification process isn't completed and that the request was rejected. I have still not been asked to provide more documentation. This is a scam.

Thank you Nick and Michal for your help! I don't know what to do here.

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.

Dear suwi,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint.

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 (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal