Hi Casinoguru

I played at Nucleonbet where I started depositing $ 30. After a lot of KYC hassle, I am still not verified. I received an email 07-06-2022 stating that they had verified the last documents I had submitted which were far beyond what their normal procedure was up to.

They stall the entire KYC process.

At the same time, on 08-06-2022, I received an email in which they write that I must submit additional documents. Mail is attached.

I think I have submitted 10 documents with driver's license, my face with driver's license, Dankort, heat statement, skrill bank statements, etc.

In addition, today 08.06-2022 I received the attached email in which they write that they have removed 6971.43 USD from my account because they have a wildly strange condition which says I can not get more than 15x my deposit due to me have only made 1 deposit.

I hope you can help as I think this smells bad of exploitation.

Finally, ask for further details.

Alexander P ******

Hej Casinoguru

Jeg har spillet p? Nucleonbet hvor jeg startede med at indbetale 30 dollars. Efter rigtigt meget KYC b?vl er jeg stadig ikke verificeret. Jeg modtog en mail 07-06-2022 hvor der stod at de havde verificeret de sidste dokumenter jeg havde indsendt som var langt ud over hvad deres normale procedure l? op til.

De staller hele KYC processen.

Samtidig har jeg d.08-06-2022 modtaget en mail hvori de skriver at jeg skal indsende yderligere dokumenter. Mail er vedh?ftet.

Jeg tror jeg har indsendt 10 dokumenter med k?rekort, mit ansigt med k?rekort, dankort, varmeopg?relse, skrill kontoudtog osv.

Derudover modtog jeg i dag d.08-06-2022 den vedh?ftede mail hvori de skriver at de har fjernet 6971,43 USD fra min konto fordi de har en vildt underlig betingelse som siger jeg ikke kan f? mere end 15x mit deposit pga. jeg kun har lavet 1 indbetaling.

Jeg h?ber i kan hj?lpe da jeg synes det her lugter f?lt af udnyttelse.

Sp?rg endelig for yderligere detaljer.

Alexander P******

Dear luffiman,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise if you accumulated your winnings with or without an active bonus?

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

Hi

Thanks for the quick reply.

I have played without a bonus , as at creation I found the conditions for replay unreasonable and therefore chose to deposit WITHOUT the use of a bonus.

Regarding account verification, I assume you mean; why have they removed X number of dollars from my account?

They have done this on the basis of a very, in my eyes unfair T&C.

63.4 A player with 1 deposit only will be eligible to cashout a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request.

KYC itself, I can easily live with having to submit additional information about, but since there is not really much left of the gain I had, it soon does not make sense to keep submitting documents.

Finally, ask for more information ??

Alexander P *******

Hej

Tak for det hurtige svar.

Jeg har spillet uden en bonus, da jeg ved oprettelse fandt betingelserne for gennemspilning urimelige og valgte derfor at indbetale UDEN brug af en bonus.

Vedr?rende bekr?ftigelse af konto g?r jeg udfra du mener; hvorfor de har fjernet X antal dollars fra min konto?

Dette har de gjort p? baggrund af en meget, i mine ?jne unfair T&C.

63.4 A player with 1 deposit only will be eligible to cashout a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request.

Selve KYC kan jeg sagtens leve med at skulle indsende yderligere informationer omkring, men eftersom der ikke rigtigt er meget tilbage af den gevinst jeg havde giver det snart ikke mening at blive ved med at indsende dokumenter.

Sp?rg endelig for yderligere informationer ??

Alexander P*******

Sorry I am writing again but just want to be sure the issue is clear.

Nucleon has used the clause in their terms and conditions that I write above to remove 85% of the winnings on the account.

The problem with KYC is juxtaposed in relation to this.

Alexander P *******

Undskyld jeg skriver igen men vil bare v?re sikker p? at problematikken er tydelig.

Nucleon har brugt den paragraf i deres terms and conditions, som jeg skriver ovenover, til at fjerne 85% af gevinsterne p? kontoen.

Problemet med KYC er sidestillet i forhold til dette.

Alexander P*******

Thank you, luffiman, for your reply. Could you please confirm that the following rule has been used to reduce your winnings?

"A player with 1 deposit only will be eligible to cashout a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request."

Have you received any winnings already, please?

Yes, I can confirm that. I also attached a picture of the email nucleonbet sent me in the first post I made.

They removed $ 6971.43 from my account.

No the winnings are away from my account. And the balance on the account is now 0 since I lost the remaining $ 450.

vh. Alexander P *******

Ja det kan jeg bekr?fte. Jeg vedh?ftede ogs? et billede af den email nucleonbet har sendt til mig i det f?rste opslag jeg lavede.

De fjernede 6971,43 dollars fra min konto.

Nej gevinsterne er v?k fra min konto. Og saldoen p? kontoen er nu 0 eftersom jeg tabte de resterende 450 dollars.

vh. Alexander P*******

Dear luffiman,

Do I understand correctly that you played and lost your entire approved winnings? If that's the case, 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. If you waited for us to intervene while you still had your capped winnings in your account it would be a different story. Unfortunately, it would be very difficult now to argue that you were entitled to a much greater amount and prove that it wouldn't have been played and lost too.

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.

You have misunderstood ... Can you open the emails I attached in the original post?

There you can see exactly what has happened, I have attached the entire correspondence.

I played and lost 450dollars which were the remaining on the account.

They removed almost $ 7,000 from my account due to the aforementioned T&C.

Alexander P *******

Du har misforst?et... Gider du ?¨bne de mails jeg har vedh?ftet i det oprindelige opslag?

Der kan du se pr?cis hvad der er sket, jeg har vedh?ftet hele korrespondancen.

Jeg spillede og mistede 450dollars som var de resterende p? kontoen.

De fjernede n?rmere 7000 dollars fra min konto pga. af den omtalte T&C.

Alexander P*******

I understood that you have deposited $30 and played without any active bonus. Subsequently, you accumulated winnings of $7K+ but only $450 has been approved since the casino has an unfair term that the maximum cashout from real money winnings if a player had one deposit only, will be 15x deposited amount, is that correct.? Finally, you have played and lost even the approved amount. Could you please confirm it?

Yes, I can confirm that. However, this was not clear in the previous message.

Is there anything to do in relation to the very unfair T&C they have? or is this just about the 450 I played away in the end?

I am interested in the money they removed from my account, the 450 are gone on normal terms.

Alexander P *******

Ja det kan jeg bekr?fte. Dette var dog ikke tydeligt i den tidligere besked.

Er der noget at g?re i forhold til den meget unfair T&C de har? eller omhandler dette blot de 450 jeg spillede v?k til sidst?

Jeg er interesseret i de penge som de fjernede fra min konto, de 450 er jo v?k p? helt almindelige vilk?r.

Alexander P*******

The casino has been already punished in our review for having unfair terms and conditions. Unfortunately, since you have played your winnings and it would be very hard to prove that not the entire winnings would have been played down, I'm afraid I'm forced to reject your complaint.

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.

Quite fair that they have been punished.

But excuse me, it is not at all difficult to prove that it is not the entire win that has been played away? They themselves have written it in an email to me, which I have now mentioned 40 times ?!

Helt fair at de er blevet straffet.

Men undskyld mig, det er da slet ikke sv?rt at bevise at det ikke er hele gevinsten som er spillet v?k? De har jo selv skrevet det i en mail til mig, som jeg nu har n?vnt 40 gange?!

I wish I?could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.