Nucleonbet Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Dear Casino Guru

I'm having trouble getting my money out of Nucleonbet.com

between 2022-04-19 - 2022-04-20 I deposited a total of 2060 euros from my account. I did not use a bonus, only money deposited. I then won up to 3906 euros which I want to withdraw.

When I requested a withdrawal, it could not be completed, so I contacted customer service who announced that I had to verify my account before withdrawal. Then it took about 4 days to get these documents confirmed, because they did not approve the tax office's identity card or physical image of bank documents. They eventually wrote that they needed it in PDF to approve my address. Then they sent me an email that my documents were approved but that they retain the right to request more documents.

I request a withdrawal and wait about 24 hours and get it interrupted.

Then I contact customer service who informs that they need a picture of me and my driver's license. Said and done I send in a picture with me and my driver's license but after 24 hours I only get an email that they received my driver's license and sent it to the right department.

Now on 22-04-28 I can no longer log in to my account.

I also do not get any contact with them via the chat?

I feel cheated and wonder what's going on?

Can you help me? Do I need to pass it on to licensor MGA? I have saved all the information and screenshots to give a clear insight.

Kära Casino Guru

Jag har problem med att få ut mina pengar ifrån Nucleonbet.com

mellan den 2022-04-19 - 2022-04-20 satte jag in sammanlagt 2060 euro ifrån mitt konto. Jag använde ingen bonus, endast insatta pengar. Jag vann sedan upp till 3906 euro som jag vill ta ut.

När jag begärde uttag så gick det inte slutföra så jag kontaktade kundtjänst som meddelade att jag måste verifiera mitt konto innan uttag. Sedan tog det ca 4 dagar för att få dessa dokument bekräftade, eftersom att de inte godkände skatteverkets personbevis eller fysisk bild av bankdokument. Dem skrev till slut att dem behövde den i PDF för att godkänna mina adress. Därefter skickade dem mig ett mail att mina dokument var godkända men att dem behåller rätten att begära mer dokument.

Jag begär ett uttag och väntar ca 24 timmar och får det avbrutet.

Då kontaktar jag kundtjänst som informerar om att dem behöver en bild på mig och mitt körkort. Sagt och gjort jag skickar in en bild med mig och mitt körkort men efter 24 timmar får jag endast ett mail att dem tagit emot mitt körkort och skickat det till rätt avdelning.

Nu den 22-04-28 kan jag inte längre logga in på mitt konto.

Jag får inte heller någon kontakt med dem via chatten?

Jag känner mig lurad och undrar vad det är som händer?

Kan ni hjälpa mig? Behöver jag dra det vidare till licensgivare MGA? Jag har sparat all information och skärmbilder för att ge en klar inblick.

Dear Olleboll3,

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 serious and 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?

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 Petronela, The account is now open again. I waited 2 hours in line for the live chat, they told me they had a technical problem that is now solved.

But i still have not received a response to my verification of my selfie. I Sent in a picture of myself and my driver's license three days ago. I also do not know what documents they want more? I have already sent confirmation on address / card / Driving license and received it confirmed.

The answers I get from them when I ask the question of what documents they want are unclear.

If they need any more documents, I will be happy to send them.

I now saw that my submitted document had been approved. I have now requested a withdrawal of 1000 euros as you can only withdraw 1000 euros per withdrawal. I will inform you about how it goes as soon as 24 hours have passed.

Jag såg nu att mitt inskickade dokument blivit godkänt. Jag har nu begärt ett uttag på 1000 euro då man endast kan ta ut 1000 euro per uttag. Jag informerar om hur det går så snart det har gått 24 timmar.

Now the status has changed to: COMPLETED

so now the first withdrawal should appear in the next few days.

I will keep you updated.

Nu har statusen ändrats till: COMPLETED

så nu borde det första uttaget dyka upp inom de närmsta dagarna.

Jag håller dig uppdaterad.

Thank you very much, Olleboll3, for the update. Please keep me informed about any further developments.

No money has been deposited into my bank account yet. I contacted the live chat they informed that it takes 1-3 banking days before the money reaches the account.

my second withdrawal is still pending.

I will keep you updated.

I can now confirm that the first withdrawal has landed in my account.

Jag kan nu bekräfta att första uttaget har landat på mitt konto.

Can confirm that the other withdrawal has landed on my account now as well.

Kan bekräfta att andra uttaget har landat på mitt konto nu också.

last Withdrawal is now completed on the website.

should show up tomorrow then all withdrawals are confirmed. Thanks

sista Uttaget är nu completed på hemsidan.

bör dyka upp imorgon sen är alla uttag bekräftade. Tack

Great news 🙂 Could you please confirm once again when all the winnings will be successfully received? Looking forward to hearing from you.

Hi Petronela , Thanks for your answers. I have now received all the money from Nucleonbet.

I will also put a compiled rating on my case with them on your page.

Thanks for your help! Have a good time and continue with what you are doing!

Hej Petronela, Tack för dina svar. Jag har nu mottagit alla pengar ifrån Nucleonbet.

Jag kommer även lägga ett sammanställt betyg på mitt case hos dem på er sida.

Tack för din hjälp! Ha det bra och fortsätt med det ni gör!

Great news 🙂 As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Olleboll3, for your kind words and confirmation, and please don’t 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,

Petronela

Casino.Guru