Complaint #5 Nucleonbet Casino

Stalling verification and withdrawal issue over $800

By Darya P.

4 years ago

Message on forum

Hello,

I am trying to withdraw $800 to Skrill from Nucleonbet but they keep canceling the payout.

Since April 13, I have been trying to get verified, but this process has turned into a farce.

First I sent a standard set of documents. Passport, utility bill, skrill profile screenshot. First there were problems with the address verification, I sent the utility bill first. they answered with a standard reply that they needed:

"In order for your address to be verified, please provide us with a photograph of the whole page of a proof of address, issued in your name, within the last 3 months.

The accepted documents are bank/card statements with your latest transactions and utility bills such as electricity, water, landline, gas, heat, mobile phone bills."

But I sent it to them several times! and each time they replied with this message, so I also sent 3 statements from different banks and only then did they confirm it.

After that, they asked for a selfie with a passport - I sent them this.

Then they demanded "We need a screenshot of Skrill wallet transactions, showing us how the wallet was funded."

I sent them this as well, and several times, because again, they constantly answered my sent documents with their own: "We need a screenshot of Skrill wallet transactions, showing us how the wallet was funded"

But in the end it was accepted.

After that they demanded "- A screenshot of your e-wallet transactions, showing us how your e-wallet is funded during 11/04/2022."

I sent them this too.

Let me remind you that from April 13, as soon as they request documents, I send them to them on the same day, if they need so many documents, then let them write me a WHOLE list so that I can send them all at once and not take time.

I understand that the safety of the players is above all, but this is just some kind of madness. I played in many casinos with MGA, I thought that the presence of such a license indicates the quality of the casino, but now I understand that this is not always the case.

Screenshots showing that the casino intends to play for time and I can provide all my submitted documents to the Askgamblers team.

And also, I collect all the information in order, if necessary, to create a full-fledged complaint with all the proofs in order to open a dispute in MADRE.

Disputed Casino Nucleonbet Casino

Reason Delayed payment

Amount $800

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

pozndarya

• Belarus • 3 reviews

4 years ago

I received money. Thank you.

Nucleonbet Casino

• Representative

4 years ago

Dear AG Team & POZNDARYA,

Due to internal procedures and certain security thresholds, we were requested to carry out enhanced KYC procedures for security reasons.

As of today all requested documents have been received and the complainants withdrawal request has been forwarded to the relevant department in order to be processed.

We apologize for the delay.

Kind regards,

Nucleonbet Support Team

AskGamblers

• Support Team

4 years ago

Dear all,

This complaint has been reopened as per Nucleonbet Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Nucleonbet Casino Complaint Stats

Resolved 19 / 26

Avg. Amount $1,095

Avg. Complaint Duration 9 days

Avg. Response Time 2 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!

Unresolved

€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