Beschwerde #2 NucleonBet Casino

Nucleonbet Casino - Requesting more documents on purpose to keep me hostage

Von Isor13

vor 3 Jahren

For more than 8 days I am trying to complete the verification process with Nucleonbet Casino and get some money from a pending withdrawal of 642€. On 14/2/2023 I uploaded my first documents. Most of them got approved, but my ID got rejected, so I had to upload new ID documents on 16/2/2023. They got verified eventually, I requested a withdrawal but it got rejected.

I received an email that they need an additional document for my account... It was a selfie of me holding my ID next to my face. After 4 days! So I uploaded this new document on... 20/2/2023. It got approved the next day and I requested a new withdrawal now!

Out of nowhere, they found a new way to delay this procedure and they canceled again my withdrawal, by requesting a new document. A document from my... mobile provider to verify that the mobile number I put on my account is legit and belongs to me. And of course, they didn't ask for this document when they asked for the selfie. They were waiting to get over with the first document and then... ask for a new one, in order to keep me "hostage" for more.

I have accounts in... one million companies and it's the first time someone is requesting such document. This is out of the world!

We are talking about a single deposit that I made 50€ and a single withdrawal I am trying to complete 642€. This is the most terrible customer experience I have ever lived... They just find out ways in order to possibly play and lose all your money by being so frustrated.

If you could somehow help with this process. It's unreal to even ask for a document to verify... mobile number while I have already sent them ID, proof of address, proof of payment, selfie. And if that matters I'm a European citizen living in Malta.

Unseriöses Casino NucleonBet Casino

Grund Verifizierungsprobleme

Betrag €642

Diskussion

AskGamblers

• Support Team

vor 1 Jahr

Dear all,

Following an email confirmation from the complaint's submitter, 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.

AskGamblers

• Support Team

vor 3 Jahren

Dear @Isor13,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint 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

vor 3 Jahren

Dear ISOR13,

We apologize for any inconvenience, however it is imperative that your details be confirmed for security reasons, both your own and Nucleonbets.

Kindly note that all requested documents have been received, reviewed and no further verification is necessary.

We thank you for your cooperation and kindly ask that you make a new withdrawal request which will be reviewed the soonest possible by the relevant department.

Nucleonbet strives to give all its players a safe and fun environment in order to enjoy themselves.

Kind regards,

The Nucleonbet Team

NucleonBet Casino Beschwerde-Statistik

Gelöst 7 / 14

Durchschn. Betrag $1,394

Durchschn. Dauer 7 Tage

Durchschn. Antwortzeit 2 Tage

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Hallo.

Ich habe vor ca.3,5 Monaten eine Einzahlung von 3x50€getätigt und einen Bonus in Anspruch genommen. Der Wert wurde wie in den AGB vorgeschrieben mehrfachumgesetzt.Ich hatte am Ende 300€plus und wollte diese Auszahlen lassen. Erst sollten ganz normale Dokumente hochgeladen werden zum Verifizieren.Mein Konto wurde verifiziert alles kein Problem. Dann kam es zum Auszahlen und seit 2,5 monaten bekomme ich mein Geld nicht.

Es werden immer neue Dokumente eingefordert immer wieder wird meine Auszahlung grundlos storniert.Seit 3 wochen ist meine Auszahlungsmöglichkeit SEPA Grundlos gesperrt und es heist es müsste nochmal überprüft werden obwohl das schon vor 3 Monaten passiert ist. Ich werde langsam sauer und verrückt wie man so betrügen kann. Ich will einfach nur mein Geld Ich warte ein viertel Jahr für 300€.das ist lächerlich,, dieses Casino ist kriminell.

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"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,
"

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I hope you are well.

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- 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.

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