Nucleonbet Casino - El jugador afirma que el pago se ha retrasado.

Hello, I'm having problems withdrawing money from Nucleonbet. They have approved all of my documents, and now are even asking for this:

An official document issued by your mobile provider, stating your full name and the mobile number used during registration.

I don't understand why they need this. They repeatedly cancel withdrawals and I'm starting to worry that they're stalling so they don't have to pay out.

Hej, jag har problem med att ta ut pengar från Nucleonbet. De har godkänt alla dokument och nu frågar de till och med efter detta:

An official document issued from your mobile provider, stating your full name and mobile number used upon registration.

Jag förstår inte vad de ska med detta till? De avbryter uttag gång på gång och jag börjar bli orolig att de förhalar det för att slippa betala ut.

Dear nenadjoksic,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear nenadjoksic,

Have you received your withdrawal from the casino yet?

Hello,

Thanks for your reply! I have had my mobile bill approved, but they will send another request for new documents for sure.

How many documents do you actually need to submit? Do they usually demand something more after the mobile bill? It feels a little strange that it should be needed at all.

The withdrawal has not been approved yet.

Hej,

Tack för ditt svar! Jag har fått min mobilräkning godkänd, men de lär skicka någon ny förfrågan om nya dokument säkert.

Hur många dokument behöver man skicka in egentligen? Brukar de kräva något mer efter mobilräkningen? Det känns lite konstigt att den ska behövas överhuvudtaget.

Uttaget är inte godkänt ännu.

Thank you very much for your reply, nenadjoksic. Do I understand correctly that you have not received confirmation regarding successful verification yet? Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

I have received confirmation that every single document is approved.

What I have submitted is the following:

photo on driver's license only

photo on driver's license that I hold.

electricity bill for address verification

mobile bill

photo on bank card

statement from the bank that proves that the given IBAN is my IBAN

I have 6000 euros in the account and it feels like it is impossible to withdraw that sum. How much can I actually win if I have deposited 200 euros? Can I win 6000 euros?

Jag har fått bekräftelse på att varenda en dokument är godkänt.

det jag har skickat in är följande:

foto på endast körkortet

foto på körkort som jag håller i.

elräkning för adressverifiering

mobilräkning

foto på bankkort

utlåtande från banken som styrker att angivet IBAN är mitt IBAN

jag har 6000 euro på kontot och det känns som att det är omöjligt att få ut den summan. Hur mycket får jag egentligen vinna om jag har satt in 200 euro? Får jag vinna 6000 euro?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I don't have much correspondence on e-mail except their e-mail confirming that my documents are checked and approved. If you want that email, I will send it via Mail.

Jag har inte så mycket korrespondens på mail förutom deras mail som bekräftar att mina dokument är checkade och godkända. Vill ni ha de mailet så skickar jag den via Mail.

They have approved my withdrawal. It says transaction completed. I have to wait 4-5 working days to see if the money appears, but they have now approved the withdrawal itself. Will return

De har godkänt mitt uttag. Det står transaction completed. Jag ska invänta 4-5 arbetsdagar för att se om pengarna dyker upp, men de har iaf nu godkänt själva uttaget. Återkommer

Hello, I have received the money in my account. We can close the case! Thanks for your help!

Hej, jag har fått pengarna på mitt konto. Vi kan stänga ner ärendet! Tack för er hjälp!

Dear nenadjoksic,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru