Nucleonbet Casino - Играчът иска пълно възстановяване на депозита.

Good day,

I have had a problem with gambling addiction for a long time. On 05/09/2021 I submitted a self-exclusion request to Casino Sven-Play. The email is attached as an attachment. This is a procedure that I do after every relapse in order not to be able to register with as many providers as possible in the future.

On 03/23/2023 I opened an account with Betsamigo, which also belongs to LCS Limited. After gambling there I asked for a self-exclusion via email and never got a response (email is attached). I only managed to set up a ban online for what I believe to be a maximum of 45 days.

On 05/07/2023 I opened an account with Nucleonbet, which also belongs to LCS Limited. There I had a very bad relapse over several days and lost a total of 1860€. Transaction history is attached.

Only afterwards did I realize that all three casinos belong to LCS Limited and it shouldn't have been possible to open a new account at all. Therefore, I would like to request a refund of my deposits at Nucleonbet.

Thanks in advance for your help

Guten Tag,

ich habe leider seit längerer Zeit ein Problem mit Spielsucht. Am 09.05.2021 reichte ich einen Antrag auf Selbst-Ausschluss bei dem Casino Sven-Play ein. Die Email ist per Anhang angefügt. Dies ist ein Vorgehen, das ich nach jedem Rückfall mache, um mich in Zukunft bei möglichst vielen Anbietern nicht anmelden zu können.

Am 23.03.2023 eröffnete ich ein Konto bei Betsamigo, welches auch zu L.C.S. Limited gehört. Nachdem ich dort Geld verspielt hatte, bat ich um einen Selbst-Ausschluss per Email und bekam nie eine Antwort (Email ist angefügt). Ich schaffte es lediglich online eine Sperre für ich glaube maximal 45 Tage einzurichten.

Am 07.05.2023 eröffnete ich ein Konto bei Nucleonbet, welches auch zu L.C.S. Limited gehört. Dort hatte ich einen sehr schlimmen Rückfall über mehrere Tage und verlor insgesamt 1860€. Der Transaktionsverlauf ist im Anhang angefügt.

Erst im Nachhinein wurde mir bewusst, dass alle drei Casinos zu L.C.S. Limited gehören und es eigentlich nicht möglich gewesen sein sollte, überhaupt ein neues Konto zu eröffnen. Daher würde ich gerne beantragen, meine Einzahlungen bei Nucleonbet zurückerstattet zu bekommen.

Vielen Dank im Voraus für Ihre Hilfe

Dear Aschebersch,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• After you didn't receive a reply from Betsamigo Casino, could you please explain if you tried to contact the casino again?
• Did you request a self-exclusion in the Nucleonbet casino due to your gambling problem?
• Did you mention your gambling problem when you requested the self-exclusion to the Sven-play casino?

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

Best regards,

Tomas

Hello Tomas,

Thank you for your reply and for taking care of my issue.

• I tried again via chat, but I couldn't reach any clerk there. That's why I had my account blocked for a limited time.
• No I haven't done that yet at Nucleonbet because I found out about the casino's bad reputation and I wanted to avoid my account being closed without reason and I no longer have access to the account. Should I try the casino again myself?
• Yes I have. The wording was "Hello, It has nothing to do with your service. I just have a gambling problem, restrictions aren't working. Please just close my account. Thank you!"

Thanks and best regards

Hallo Tomas,

Vielen Dank für Ihre Antwort und dass sie sich um mein Anliegen kümmern.

• Ich habe es noch einmal per Chat versucht, dort konnte ich aber keinen Sachbearbeiter erreichen. Deshalb habe ich meinen Account für die begrenzte Zeit sperren lassen.
• Nein das habe ich noch nicht gemacht bei Nucleonbet, da ich von der schlechten Reputation des Casinos erfahren hatte und vermeiden wollte, dass mein Konto ohne Grund geschlossen wird und ich keine Einsicht in das Konto mehr habe. Soll ich es selbst noch einmal bei dem Casino probieren?
• Ja das habe ich. Der Wortlaut war "Hallo, Es hat nichts mit ihrem Service zu tun. Ich habe einfach ein Glücksspielproblem, Einschränkungen funktionieren nicht. Bitte schließen Sie einfach mein Konto. Vielen Dank!"

Danke und viele Grüße

Thanks for your patience.

How did the Sven-play casino inform you about your self-exclusion? Did they send any confirmation about the duration of the self-exclusion?

Do I understand correctly you used the same email and personal information in order to create these 3 accounts in 3 casinos?

Please let me know and if you have additional evidence, please send it to my email at tomas@casino.guru

If your Nuceonbet casino account is not yet closed, I would recommend sending another self-exclusion request, following the template:

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (gambling issues)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@nucleonbet.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Hello Tomas,

thank you for the message.

Unfortunately, I have not received any confirmation of the self-exclusion from Sven-Play Casino. But after that I couldn't log in anymore, I was told that my password was wrong. Resetting the password didn't work either.

Yes that's right, I used the same data for all three casinos.

Thanks, I have forwarded the email history to you at the time and cc'd you on the self-exclusion request from Nucleonbet Casino.

Thanks and best regards

Hallo Tomas,

vielen Dank für die Nachricht.

Ich habe von Sven-Play Casino leider keine Bestätigung über den Selbstauschluss erhalten. Ich konnte mich aber danach nicht mehr dort einloggen, es wurde mir gesagt, mein Passwort wäre falsch. Auch das Zurücksetzen des Passworts funktionierte nicht.

Ja das stimmt, ich habe für alle drei Casinos die gleichen Daten benutzt.

Danke, ich habe den damaligen Email-Verlauf an Sie weitergeitet und sie in den CC gesetzt bei dem Antrag auf Selbstausschluss vom Nucleonbet Casino.

Danke und viele Grüße

Thanks, the casino already sent the confirmation about the self-exclusion to be active.

Do I understand correctly that you tried to log in to your account, but the casino didn't confirm to you the self-exclusion was active via email or otherwise?

Good morning,

Yes that's right. I tried to log in to check if my account is locked.

Thanks and best regards

Guten Morgen,

Ja das ist richtig. Ich habe versucht mich anzumelden um zu prüfen, ob mein Konto gesperrt ist.

Danke und viele Grüße

Could you please advise if you requested Nucleon bet casino to refund you your deposits due to your previously self-exclusion requests in associated casinos? Did you receive a reply from them?

Hello Tomas,

I have now asked Nucleonbet to refund my deposits and got the reply that it is not possible. I have forwarded the email to you.

Thanks and best regards

Hallo Tomas,

Ich habe Nucleonbet nun um die Rückerstattung meiner Einzahlungen gebeten und die Antwort erhalten, dass es nicht möglich ist. Ich habe Ihnen die Email weitergeleitet.

Danke und viele Grüße

Thank you very much, Aschebersch, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Aschebersch,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Aschebersch,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. If you do not agree with our opinion, there is another option, you can file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru