Complaint #51
Nucleonbet Casino
Nucleonbet does not pay for days
3 years ago
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
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
Screenshot
