Yesterday, May 27th, I signed me up at this casino. There I deposited 500 euros - without a bonus. Somehow had a good run and was able to post a whopping 11500 in my account after a few hours. I wanted to pay this out - didn't work - you probably have to verify yourself first. So apparently I uploaded all the documents to my account and waited, looked again that night, but nothing abnormal. This morning I looked at my emails - whether the verification is perhaps already finished - but nothing there either. Now I wanted to log into my account - doesn't work either? Then I used the password - forgot - function. User / email not known…… Hello ??? Iduna emails and chat are not responding. Why is my account being deleted and all my money taken away from me? I'm so mad.....

Ich habe gestern, den 27.05. mich in diesem Casino angemeldet. Dort habe ich 500 Euro - ohne Bonus eingezahlt. Irgendwie hatte einen guten Lauf und konnte nach ein paar Stunden satte 11500 auf meinem Konto verbuchen. Diese wollte ich auszahlen - ging nicht - man sich sich vermutlich erst verifizieren. Also hab ich anscheinend alle Dokumente in meinem Account hoch geladen und gewartet, die Nacht nochmal geschaut, aber alles ohne irgendwelche Auff?lligkeiten. Am heutigen Morgen schaute ich in meine Mails - ob die Verifizierung vielleicht schon fertig ist - aber auch da nichts. Nun wollte ich mich in meine Account einloggen - geht auch nicht? Dann habe ich das Passwort - Vergessen - Funktion benutzt. User / Email nicht bekannt…… Hallo ??? Iduna Emails und Chat wird nicht reagiert. Warum l?scht man mein Konto und nimmt mir das ganze Geld wieder weg? Ich bin sowas von sauer …..

Dear Robin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

Are you sure your account is blocked and not audited only which usually happens after a player accumulates a substantial win?

If there’s any relevant communication, please forward it to [email protected].

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

Best regards,

Petronela

Hello, it has been resolved in the meantime. The casino informed me it was a technical error. My account was now open again…. However, my account is still being verified - even though all documents were submitted - and therefore no payouts are possible. I had made a profit of 22,000 euros. Now everything is gone again. Too bad - very bad casino.

but I think we can close this case here now. Thank you dear team

Hallo, es hat sich in der Zwischenzeit erledigt. Das Casino teilte mir mit, es sei ein technischer Fehler. Mein Konto war jetzt wieder offen …. Jedoch wird mein Konto noch verifiziert - obwohl alle Dokumente vorlagen - und deshalb sind keine Auszahlungen m?glich. Ich hatte mir einen Gewinn von 22000 Euro erspielt. Jetzt ist alles wieder weg. Schade - sehr schlechtes Casino.

aber ich denke, wir k?nnen den Fall dann jetzt hier schlie?en. Vielen Dank liebes Team

Have you received your winnings, Robin?

Hello, no - the payment was delayed for so long that I gambled everything away again.

Many Thanks

Hallo, nein - man hat die Auszahlung so lange Verz?gert, das ich wieder alles verspielt habe.

vielen Dank

Dear Robin,

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I?could be of more help. Thank you in advance for your reply and understanding.

Hello,

I have now requested several withdrawals again.

But they are not edited. My account is verified, but no payouts are taking place.

In the chat you wait more than an hour - without anything happening. Nobody responds to emails. What else can I do? I now have payouts in the high range.

Hallo,

Ich habe nun erneut mehrere Auszahlungen beantragt.

Aber sie werden nicht bearbeitet. Mein Konto ist verifiziert, jedoch finden keine Auszahlungen statt.

Im Chat wartet man mehr als eine Stunde - ohne das was passiert. Auf Emails reagiert keiner. Was kann ich noch tun? Ich habe jetzt Auszahlungen im hohen Bereich.

All withdrawals were canceled again….. now you suddenly need an ID card with a selfie. The payouts were all canceled again. And that's how it goes every time

A week ago the casino sent me the following email:

Dear Robin,

We would like to inform you that your account has been verified.

and again I have to wait 72 hours from the first payout.

this casino is the very worst and nobody helps me !!!

THIS CASINO DOES NOT PAY OUT !!!

Alle Auszahlungen wurden erneut storniert….. jetzt ben?tigene Sie pl?tzlich einen Personalausweis mit Selfie . Die Auszahlungen wurden erneut alle storniert. Und so geht es jedesmal

Vor einer Woche hat mir das Casino folgende Email gesendet:

Dear Robin,

We would like to inform you that your account has been verified.

und erneut muss ich von der erste Auszahlung 72 Stunden warten.

dieses Casino ist das allerletzte und keiner hilft mir !!!

DIESES CASINO ZAHLT KEIN GELD AUS !!!

If I want to send in the selfie now, the system says - upload failed - so life is made difficult for me there!!!

Wenn ich jetzt das Selfie einschicken will, sagt das System - hochladen fehlgeschlagen - also mir wird das Leben dort nur schwer gemacht !!!

Thank you very much, Robin, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Robin,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Nucleonbet Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Nucleonbet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Robin,

 I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the MADRE, an MGA approved Alternative Dispute Resolution service provider, by completing their online form available at this website madre-online.eu/file-a-claim/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the MADRE and the MGA responded if you can manage to do this on your own ([email protected]). I wish I could be of more help.

Best regards,

Peter