Complaint #6 Nucleonbet Casino

Delaying withdrawal for ages

By Hawax

4 years ago

After winning around 70.000 euros on this casino my account had to be 'reviewed by the security department'.

This has been going on for a month now and I'm not getting information at all. When contacting the support at their website I keep getting the same answer, because the security department can't share any information with them I have to be patient. It's absolutely crazy, I'm not hearing anything from them. I've gambled roughly 65.000 euros which is for sure my own fault and probably what they want by stalling everything and not having a play limit for responsible gambling (smart). I have 5.000 euros left in my account which I really want to withdraw now so I can say goodbye to this casino.

Disputed Casino Nucleonbet Casino

Reason Verification issues

Amount €5000

Discussion

AskGamblers

• Support Team

4 years ago

Dear @Hawax,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Nucleonbet Casino

• Representative

4 years ago

Dear AG Team & HAWAX,

We would like to inform you that the investigation conducted upon the complainants account has been concluded and the complainant has been informed via email.

Best regards,

Nucleonbet Casino

AskGamblers

• Support Team

4 years ago

Dear Nucleonbet Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Hawax

4 years ago

Thanks for your reply.
After contacting live support he said this:
Agent (Joel): "We would like to inform you that the relevant department has sent you an email regarding your request. You may reply to them as they are in charge. Thank you for the understanding."

I have been asked to look in my spam folder but there's just no e-mail from them, I also gambled the 5000 to 20000 so that makes it more important to get the withdrawal.

I totally see the procedure is necessary for money laundring etc. but I can show you all documents I need, I think a review by security department doesn't have to take a month.

Nucleonbet Casino Complaint Stats

Resolved 20 / 26

Avg. Amount $1,098

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Nucleonbet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 19 out of 25 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

Nucleonbet Casino Complaints

See all complaints for this casino

Withdrawals are Disabled for Last 6 Months

Hi, my account at Nucleonbet has had the withdrawals disabled for the last 6 months. Nucleonbet has stated that they are doing a security review of my account. I have emailed them numerous times, asking them to enable my withdrawals so that I can withdraw my remaining funds but no progress is ever made. They keep stating the same excuse that they doing a security review. What kind of review takes this long? The amount of time they are taking is ridiculous and unacceptable. Perhaps they have no intention of paying my funds and Nucleonbet is nothing more than a scam? Can you help me get my funds?

Unresolved

$2,300

Account suspended and investigation takes too long

Hi there. On 20.06 I made a deposit of 100 euro with 100% deposit bonus. Successfully cleared bonus and was ready to withdraw. Uploaded all documents for verification. On 23.06 my account was suspended. I have contacted support and received "security department don't share the data and they cant tell me what is the reason. I need to wait till situation is investigated. Since then I contacted them 1 more time and received same answer. Its already 1 month i wait and see no changes. Any help appreciated!

Resolved

€1,502

Verification delay more than a month

Hello all,

I would like to complain on Nucleonbet Casino for the delay of verification. Over a month ago I made a deposit with a credit card. My balance is €260.17 and I can't withdraw it because of delaying of the verification process. On 20/6/2023 I uploaded my ID card (front and back) and proof of address. The documents was verified. After it I sent 9 documents for the proof of payment method. And eventually after 2 weeks my payment method was verified. But Nucleonbet asked me for a new proof of addres and I sent them 4 various proof of address. 3 of them was declined. And I have no answer for the last document. I am waiting for an answer 9 days. The whole verification process has already taken more than a month. I'm sure the casino doesn't want to pay out the winnings. More than 5 times I wrote to support and received a response:

"Dear Majid

Thank you for your email.

Rest assured that we are doing the best we can in order to assist you with your request the soonest as possible.

As soon as there is an update you will be notified.
Bitte zögern Sie nicht, uns zu kontaktieren, falls Sie weitere Hilfe benötigen. Wir wünschen Ihnen einen schönen Tag.

Mit freundlichen Grüßen,
"

Unresolved

€260

375 euros withdrawal stalling

Hello I want to submit complaint with this casino because they keep stalling my withdrawal request of 375€ for like 3 weeks now. First they were asking day by day for different documents and after i provided then every one of the documents nothing happens and last respond to my questions was:

Dear Marek

We understand that waiting for the review of your withdrawal can be frustrating, and we apologize for any inconvenience caused. As the process is being handled by another department, we regret that we are unable to provide you with a specific timeframe for its completion.

We kindly request your patience during this time, and we assure you that as soon as there is an update, you will be promptly notified via email.

As you can see they delaying withdrawal on purpose because I played on some different casino and withdrawal time were not in weeks even months.

Resolved

€375

Withholding the payment since June 23rd

Hi there.

I hope you are well.

Nucleon have been withholding a withdrawal since the 23rd June.

The account has been fully, extensively, verified. I have had multiple withdrawals before.

When I've asked why, they have only said:

"We understand that waiting for the review of your withdrawal can be frustrating, and we apologize for any inconvenience caused. As the evaluation of your withdrawal is being handled by another department, we regret that we are unable to provide you with a specific timeframe for its completion.

We kindly request your patience during this time, and we assure you that as soon as there is an update, you will be promptly notified via email."

I have followed this up and made a formal complaint.

All they have said is:

"We would like to inform you that even though usually similar cases take up to 2 working days, you might experience some delays due to increased workflow at the current point.

Rest assured that we are doing the best we can in order to assist you with your request the soonest as possible."

This was 4 days ago. I have not heard anything since.

The withdrawal is for €1000. I also have another €580 waiting in the account for the initial withdrawal to be processed (There is a maximum limit of €1000 per withdrawal), making an overall total of €1580 outstanding.

Any help you could give would be much appreciated.

Resolved

€1,580

Delayed payment even after multiple lengthy KYCs

I've been playing at this casino regularly for several month and have been very much enjoy playing here. In February, I wanted to make my first withdrawal. After a very lengthy KYC, my withdrawal was still delayed for several weeks with no real explanation. I thought it was strange but it finally arrived, so I thought this casino could be trust, I've been depositing more and continued to play throughout Spring.

In the beginning of May, I tried another small withdrawal. Even though I'd already been through a comprehensive KYC, I was asked for more documents. No problem, I sent more documents. They always take a very long time to reply. My latest document was comfirmed verified 30th of May, but I still haven't received any updates on my ongoing withdrawal.

Not only that, but the withdrawal is gone from my wallet, where it's not even longer possible to cancel it, even though it's still listed as "pending" in history.

Unresolved

€500

Nucleonbet does not pay for days

I used nucleonbet casino as I received a message that I can get a 100% bonus up tp 100.- for sports betting.
I was able to make my bets on time, fulfilled the bonus and according to their T&C and have 534.- balance in the end.
On 18.4. I received an e-mail that my account is verified (even though I already had sent my verification documents before, but there an additional code was sent to my mobile phone to verify that).
My withdrawal was cancelled after that as new documents were asked for:

- A digital photo of you holding your proof of ID document in your hands, close to your face for verification purposes

- An official document issued from your mobile provider, stating your full name and mobile number used upon registration.

- As part of our commitment to providing a secure and trustworthy platform for our players, we kindly ask that you provide us with a selfie holding a paper that mentions:

Your Full Name
Your Date of Birth
Our Casino

After delivering each of those documents (the last one was asked for on 1.5.) I made a withdrawal, all of them were cancelled by the casino.
After accepting that selfie verification (all my documents were accepted) I tried to withdraw again but now that was not possible anymore due to a "system error". I asked them to be able to withdraw by a different method (bank transfer) and they asked me to try different things (different browser, different device...) but nothing worked.

Finally I was asked to send other documents to be reviewed (bank account) which were also accepted. Then bank account was visible for me as withdraw method. So I made a withdrawal. As there was no feedback within 48 hours (that's the time they say they need to process withdrawals) I again contacted the support. They told me due to high workload the process will be delayed.
Today (other 72 hours later) my balance was again back on my account and the withdrawal was cancelled. I was not even told that they (already yesterday) cancelled my withdrawal.....

I can deliver the e-Mail correspondence as well as some screenshots, also from that system error.

Thanks for your help, Michael

Unresolved

Prolonged payment refusal

I've been trying to withdraw money from this casino since March 28th, 2023.

I have done all of my verification (proof of address, bank slip, credit card authentification, Photo ID) and every time I make a new request it gets canceled. Sometimes my request will be pending for 10-14 days before any updates. Once the request finally gets processed they cancel it saying that they need further proof of identity (selfie with a passport; selfie with my name, date, and name of the casino written on a piece of paper) which I've also provided.

Other times my requests get canceled without any notification or reasons as to why it's been rejected. After more than 6 weeks of dealing with this issue it's time for me to make a claim to MADRE because I'm starting to fear that this casino is a fraud and dealing with them directly will not allow me to get my money.

Resolved

$3,123

Withdraw issues problems

I deposited thru visa payment. I am verified and I can't withdraw tru my visa, so I deposited thru Mifinity.

I sent the document but they didn't accept I don't know why because they are the same documents I sent to this casino from Mifinity I send them to all casinos and never had a problem only on this platform, because it doesn't show all info on one window on Mifinity app on my laptop and on my mobile,

I took 3 screenshots plus they have a window where it says I'm verified plus I had a deposit on their site from Mifinity.

Pls send my money...tnx

Rejected

Casino won't verify and won't pay out

I sent to Nucleonbet a lot of documents and they got approved.

They got every document they asked for and I still didn't get my withdrawal of 716 Euro.

I am trying for a month but nothing helps. I did send a selfie with my ID, a selfie with my passport, selfie with my driving license.

Please help me.

Nucleonbet doesn't react to my emails and ignores all my documents

Unresolved

€716