Nucleonbet Casino - Dobici i stanje igrača se zadržavaju.

Summary of the complaint

I am submitting this complaint against NucleonBet regarding the confiscation of €592.84 in winnings and the continued withholding of a further €580 balance from my account.

The total amount currently disputed is therefore:

€592.84 confiscated winnings + €580 remaining balance = €1,172.84

I want to make it clear that I am not requesting the return of my deposits, as my deposits have already been returned to me.

My complaint specifically concerns the €592.84 that NucleonBet confiscated after I had accumulated these funds legitimately through betting on the platform, as well as the €580 that remains in my account.

Account registration and verification

I registered with NucleonBet, completed the required verification process, deposited my own funds and used the account normally.

I cooperated fully with NucleonBet's verification requirements and provided all requested documentation.

On 19.03, I submitted the requested documents.

I subsequently completed an additional selfie verification on 30.03.

At no point did I use a VPN, submit false documents, or engage in fraudulent activity.

Withdrawal and subsequent confiscation

On 31.03, NucleonBet Customer Support informed me in writing that my withdrawal would be processed within 2 working days, unless further review was required.

This communication is important because it indicated that the withdrawal was being handled normally and that the funds were not at that point considered subject to confiscation.

However, on 01.04, only one day later, NucleonBet suddenly confiscated €592.84 from my account.

No clear and specific explanation was provided to me establishing what particular violation I had committed or why these funds were considered invalid.

I strongly dispute this confiscation.

Why I believe the confiscation is unjustified

The €592.84 was not my original deposit.

These funds represented winnings accumulated after I had registered, completed verification, deposited funds and played on the NucleonBet platform.

My deposits were already returned separately. Therefore, simply returning my deposits does not resolve the dispute.

If NucleonBet believes that my winnings should be confiscated, I believe the operator should provide a clear and verifiable explanation showing:

The exact reason why my €592.84 winnings were confiscated.

The exact Terms and Conditions clause that permits NucleonBet to confiscate these winnings in my particular circumstances.

The specific evidence supporting the alleged breach or violation.

An explanation of why, on 31.03, Customer Support informed me that my withdrawal would be processed within 2 working days, while on 01.04 the €592.84 was confiscated.

A clear explanation regarding the separate €580 balance that remains in my account.

Confirmation of whether NucleonBet considers the €580 to be payable to me and, if not, the exact contractual and factual basis for withholding it.

Important point regarding the remaining €580

In addition to the €592.84 that was confiscated, there is still €580 remaining in my account.

Therefore, the total amount I am requesting from NucleonBet is:

€1,172.84

I ask Casino Guru to consider both amounts when reviewing this complaint.

My position

I fully cooperated with NucleonBet's verification process and provided the documents and additional selfie verification requested by the operator.

I was allowed to register, deposit, play and accumulate funds on the platform.

The operator subsequently returned my deposits but confiscated €592.84 in winnings without, in my view, providing a sufficiently clear and documented justification.

I do not believe that a generic reference to an "internal decision", "security reasons" or an internal assessment is sufficient to justify the permanent confiscation of legitimate winnings without explaining the specific contractual basis and factual evidence.

I therefore respectfully ask Casino Guru to review the case and assess whether NucleonBet has provided a valid and sufficient basis for confiscating my winnings.

Requested resolution

I am requesting that NucleonBet:

1. Return the confiscated €592.84 in winnings.

2. Release the remaining €580 balance.

3. Pay the total amount of €1,172.84.

If NucleonBet maintains that the funds were correctly confiscated, I ask that the operator provide a specific explanation of the alleged violation, the applicable Terms and Conditions clause, and the evidence supporting its decision.

I am willing to provide Casino Guru with the relevant screenshots, verification documents, withdrawal information and communications with NucleonBet, including the message from 31.03 confirming that my withdrawal was expected to be processed within 2 working days and the subsequent confiscation on 01.04.

I respectfully ask Casino Guru to investigate this matter and assist in obtaining a fair resolution and the payment of the €1,172.84 that I believe is rightfully due to me.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify what types of games you played at this casino? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link to it or specify its name.
• Are you still able to access your account? Are you able to continue playing with the funds that remained in your account, or are you only permitted to withdraw them?
• Which documents did you send to the casino for verification? Were any of your documents approved by the casino's relevant department before your winnings were confiscated?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Veronika,

Thank you for your message. Please find below the requested information regarding my complaint.

Type of games: I played sports betting. I did not play slots or live casino games.

Bonuses: I did not use any bonus. All my bets and winnings were made without a bonus.

Access to my account: I still have access to my account. However, the casino is withholding approximately €590 from my balance, and I want this amount to be paid to me. I am not requesting that my account be reopened or that I continue playing. My only request is to receive the money that has been retained from my account.

Verification documents: I provided all the documents requested by the casino, including my passport, proof of address, and a selfie of myself holding my passport. I provided these documents both through my account and by email when requested.

Most importantly, all of my verification documents had been approved by the casino's relevant department before the funds were withheld.

I will also attach screenshots from my account showing the relevant information and the balance/funds in question.

Therefore, I would kindly ask Casino Guru to investigate why the casino is withholding approximately €590, despite the fact that I completed the requested verification and my documents had already been approved.

I fully cooperated with the casino throughout the verification process. I believe that my legitimately accumulated funds should be paid to me, and I would appreciate your assistance in resolving this matter.

Dear liliana6352,

Thank you for your patience throughout the complaint process.

Please understand that if your winnings have been withheld and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika