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I am trying to withdraw $800 to Skrill from Nucleonbet but they keep canceling the payout.

Since April 13, I have been trying to get verified, but this process has turned into a farce.

First I sent a standard set of documents. Passport, utility bill, skrill profile screenshot.

First there were problems with the address verification, I sent the utility bill first. they answered with a standard reply that they needed:

"In order for your address to be verified, please provide us with a photograph of the whole page of a proof of address, issued in your name, within the last 3 months.

The accepted documents are bank/card statements with your latest transactions and utility bills such as electricity, water, landline, gas, heat, mobile phone bills."

but I sent it to them several times! and each time they replied with this message, so I also sent 3 statements from different banks and only then did they confirm it.

After that, they asked for a selfie with a passport - I sent them this.

Then they demanded "We need a screenshot of Skrill wallet transactions, showing us how the wallet was funded."

I sent them this as well, and several times, because again, they constantly answered my sent documents with their own: "We need a screenshot of Skrill wallet transactions, showing us how the wallet was funded"

But in the end it was accepted.

After that they demanded "- A screenshot of your e-wallet transactions, showing us how your e-wallet is funded during 11/04/2022."

I sent them this too.

Let me remind you that from April 13, as soon as they request documents, I send them to them on the same day, if they need so many documents, then let them write me a WHOLE list so that I can send them all at once and not take time.

I understand that the safety of the players is above all, but this is just some kind of madness. I played in many casinos with MGA, I thought that the presence of such a license indicates the quality of the casino, but now I understand that this is not always the case.

Screenshots showing that the casino intends to play for time and I can provide all my submitted documents to the casino guru team

Dear pozndarya,

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?

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

See how many similar complaints you had in just 2 days after they appeared on your site.

Judging by the reviews and complaints on other sites, their entire casino network is abusing this verification rule. Similarly, everyone has a delay in payment for 1-2 months.

Obviously, this should not be the case in good casinos.

I have already encountered other casinos under the MGA license and calmly passed verification with them, these casinos left me only good impressions.

Посмотрите сколько подобных жалоб у вас появилось всего лишь за 2 дня после того как они появились на вашем сайте.

Судя по отзывам и жалобам на других сайтах - вся их сеть казино злоупотребляет подобным правилом проверки. Подобным образом у всех задержка выплаты происходит на 1-2 месяца.

Очевидно, что в хороших казино такого быть не должно.

Я уже сталкивалась с другими казино под лицензией МГА и спокойно проходила у них верификацию, эти казино у меня оставили лишь хорошие впечатления.

Now they are asking:

"In order to verify your registered mobile number, the following documents are accepted:

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

Official documents could refer to mobile bills, letters, and generally anything issued by the provider.

In case that your mobile number is prepaid, or anything similar, and you cannot provide us with a document, we kindly request:

• a screenshot from the mobile provider's application, stating your full name and mobile number used upon registration.

In case that your mobile number is a corporate mobile and you cannot provide a document from the mobile provider, we kindly request for:

• Α certificate, signed and sealed from his employee in which Is stated that the registered phone number Is a Corporate number."

I sent them this.

But this is another delay in verification, what document will they ask for next?

Now sent to them:

Passport, passport with selfie, 3 bank statements + utility bill, screenshot of skrill, screenshot of skrill transactions, screenshot of how skrill was funded, screenshot of deposits to their website via skrill, confirmation that the mobile phone number belongs to me.

What else do they need to verify?

Сейчас они попросили:

"In order to verify your registered mobile number, the following documents are accepted:

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

Official documents could refer to mobile bills, letters, and generally anything issued by the provider.

In case that your mobile number is prepaid, or anything similar, and you cannot provide us with a document, we kindly request:

• a screenshot from the mobile provider’s application, stating your full name and mobile number used upon registration.

In case  that your mobile number is a corporate mobile and you cannot provide a document from the mobile provider, we kindly request for:

• Α certificate, signed and sealed from his employee in which Is stated that the registered phone number Is a Corporate number."

Я им отправила это.

Но это очередное затягивание верификации, дальше какой они документ попросят?

Сейчас им отослано:

Паспорт, паспорт с селфи, 3 банковских выписки + счет за коммунальные услуги, скриншот скрилла, скриншот транзакций скрилла, скриншот как пополнялся скрилл, скриншот депозитов на их сайт через скрилл, подтверждение, что номер мобильного телефона принадлежит мне.

Что им еще понадобится для верификации?

Thank you very much, pozndarya, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello pozndarya,

I looked at your complaint and will do my best to help you. I would like to invite Nucleonbet Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Today I received the money, thank you.

Сегодня я получила деньги, спасибо.

Dear pozndarya,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru