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

Good Morning

I have €588 on Nucleonbet.

I have already sent proof of address, citizen card, proof of payment, selfie holding the citizen card.

Later they asked me for a letter from my operator confirming my number associated with my name.

I sent everything. Everything has already been approved.

I requested a withdrawal, it was canceled and my withdrawals were suspended.

thank you for your help

Bom dia

Tenho 588€ na Nucleonbet.

Ja enviei comprovativo de morada, cartao de cidadao, comprovativo de pagamento, selfie segurando o cartão de cidadão.

Posteriormente pediram me uma carta da minha operadora a confirmar o meu número associado ao meu nome.

Enviei tudo. Tudo já foi aprovado.

Solicitei um levantamento, foi cancelado e suspenderam me os levantamentos.

Agradeço a vossa ajuda

Dear diogotic,

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 how many days ago you requested a withdrawal and started the account verification?

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

Good afternoon.

KYC is complete.

I requested a withdrawal on 10-11-2022. In other words, it's been more than a month

Boa tarde.

O KYC está concluído.

Solocitei um saque no dia 10-11-2022. Ou seja ha mais de um mês

Thank you very much, diogotic, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Nucleonbet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello diogotic,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Please bear in mind that Nucleonbet Casino ignored us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints, we keep on trying.

We would like to invite Nucleonbet Casino to join the conversation.

Dear Nucleonbet Casino, 

Can you please provide some information regarding the long delay of the player's withdrawal?

good night michal

This is always the same response from the casino to me

"Dear Diogo

As the review is being conducted by another department, we cannot provide an exact timeframe for its completion. Of course, your comments have been forwarded to the relevant team. Your frustration is understandable, however, due to security measures and protocol, the relevant department must perform a full review of your account for security reasons."

Michal... this is always the answer

We ask for your patience and of any updates you will be notified immediately by email.

Boa noite Michal

Esta é sempre a mesma resposta do casino para comigo

"Caro Diogo

Como a revisão está sendo conduzida por outro departamento, não podemos fornecer um prazo exato para sua conclusão. Claro, seus comentários foram encaminhados para a equipe relevante. Sua frustração é compreensível, no entanto, devido a medidas de segurança e protocolo, o departamento relevante deve realizar uma análise completa de sua conta por motivos de segurança."

Michal... esta é sempre a resposta

Solicitamos sua paciência e, sobre qualquer atualização, você será notificado imediatamente por e-mail

Dear diogotic,

I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.

Sadly at the moment, there is not much we can do other than be patient and wait. Let's stay positive and hope this won't take much longer.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear diogotic,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact MADRE – an alternative dispute resolution service (https://madre-online.eu/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal