LevelUp Casino - Hráčský účet v kasinu LevelUp byl uzavřen.

Dear CasinoGuru Team,

I am reaching out to you with an urgent complaint in the hopes that you can help me resolve my issue with the online casino LevelUp.

On May 22, my account at LevelUp Casino was suddenly locked without any warning after I had deposited an amount of €4,000 via my credit card. Since trying to withdraw my money, I have only received automated responses to my inquiries, informing me that I will hear from the responsible department. Despite multiple attempts to get in touch, no one has specifically addressed my issue to this day.

My account was fully verified, including the ownership of my credit card. I submitted all the required documents and information necessary to verify my identity and account. There is no understandable explanation from the casino for the suspension of my account or the delay in processing my withdrawal.

I urgently ask for your assistance in mediating with the casino so that I can retrieve my deposited amount as well as any potential winnings. The situation is very stressful, and I feel unjustly treated and abandoned by LevelUp Casino.

I hope for your support and a swift resolution to this problem.

Best regards,

Ali

Sehr geehrtes CasinoGuru Team,

ich wende mich mit einer dringenden Beschwerde an Sie in der Hoffnung, dass Sie mir helfen können, mein Problem mit dem Online Casino LevelUp zu lösen.

Am 22. Mai wurde mein Konto bei LevelUp Casino ohne Vorwarnung gesperrt, nachdem ich über meine Kreditkarte einen Betrag von 4.000€ auf mein Konto eingezahlt hatte. Seitdem ich versucht habe, mein Geld auszuzahlen, erhalte ich nur automatisierte Antworten auf meine Anfragen, in denen mir mitgeteilt wird, dass ich von der zuständigen Abteilung hören werde. Trotz mehrfacher Kontaktaufnahme hat sich bis heute niemand konkret bei mir gemeldet.

Mein Konto war vollständig verifiziert, und auch der Besitz meiner Kreditkarte wurde erfolgreich nachgewiesen. Ich habe alle erforderlichen Dokumente und Informationen, die zur Verifizierung meiner Identität und meines Kontos notwendig sind, eingereicht. Es gibt keine verständliche Erklärung seitens des Casinos für die Sperrung meines Kontos oder die Verzögerung der Auszahlung meines Geldes.

Ich bitte Sie eindringlich, mir bei der Vermittlung mit dem Casino zu helfen, damit ich meinen eingezahlten Betrag sowie mögliche Gewinne erhalten kann. Die Situation ist sehr belastend und ich fühle mich von LevelUp Casino ungerecht behandelt und im Stich gelassen.

Ich hoffe auf Ihre Unterstützung und eine schnelle Lösung dieses Problems.

Mit freundlichen Grüßen,

Ali

Dear Stratton,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?

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

Dear Petronella,

Thank you for your message.

- Account registered: around May 20

- Games played: Live Roulette

- Bonus used: No

I hope this information helps you. Thank you for your support.

Best regards,

Stratton

Liebe Petronela,

Vielen Dank für Ihre Nachricht.

- Konto registriert: ungefähr am 20. Mai

- Gespielte Spiele: Live-Roulette

- Bonus verwendet: Nein

Ich hoffe, diese Informationen helfen Ihnen weiter. Vielen Dank für Ihre Unterstützung.

Beste Grüße,

Stratton

Hi Stratton,

Since the amount of your winnings is very close to your deposited funds, could you please confirm if you completed the mandatory wagering of real funds before requesting the withdrawal?

Please check the casino terms and conditions (here):

Any deposit has to be wagered 3 times (player must place bets three times of their deposit amount) before the withdrawal of funds connected to this deposit is available. In case several deposits were made with no gaming activity, player has to wager the total amount of these deposits prior to withdrawal. Otherwise the Casino has a right to charge a fee for the procession of deposit and withdrawal, which is at the sole decision of the Casino.

Thank you.

Yes, I have wagered my money at least 3 times!

Before I requested the payout

Ja Ich habe mein Geld Mindestens 3x Umgesetzt!

Bevor ich die Auszahlung Beantragt habe

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

Hello Stratton,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite LevelUp Casino to join the conversation and participate in the resolution of this complaint.

Dear LevelUp Casino,

Can you please provide further insight into the situation? What has caused the player's account to have been closed?

Kind regards,

Adam

Dear Stratton and Casino Guru Team,

Thank you for reaching out to us regarding your concern. We appreciate your patience as we work to resolve your issue.

At this time, we would like to inform you that your case is still under review by our management team. As soon as we have any updates, we will notify you via email. We apologize for any inconvenience this may cause and kindly ask for your patience when we are able to provide more specific details.

Thank you for your understanding.

Kind regards,

LevelUp Casino Team

Thank you for your response, LevelUp Casino Team.

We will extend the timer for an additional 7 days while we await further details from you.

Kind regards,

Adam

Dear Stratton and Casino Guru Team,

Thank you for your understanding and patience! We are ready to provide updates regarding this case.

We would like to inform you that the player’s account has been closed by the decision of the casino administration.

Please note that according to the rules of our casino, The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice.

You may check this rule by the following link: https://levelupcasino.com/terms-and-conditions or on the screenshot attached: https://prnt.sc/FXftSBK-AUAV

Additionally, for the successful refund of the player’s balance, we have requested the necessary details to process the transaction. We have already notified the player through email and the player has provided the necessary information for a refund. Currently, we kindly ask that you wait for the transaction to be processed.

If you have any additional questions or need help, please contact us. We are always ready to help you!

Kind regards,

LevelUp Casino Team

Thank you for the update LevelUp Casino Team.

Dear Stratton,

If the casino wishes to stop offering its services to you, it is of course allowed to do so, as long as the balance of your account is returned to you in full.

Can you please let us know when you have received the refund?

Kind regards,

Adam

Dear Stratton and Casino Guru Team,

We are pleased to inform you that the player's required information has been successfully submitted and our team has processed the refund request. We sincerely appreciate your cooperation during the verification process, which has enabled us to handle your request more efficiently.

Our team has already reached out to the player and provided proof of the processed transaction. If you have any further inquiries, please do not hesitate to contact us. Our team is available 24/7 and ready to assist you.

We wish you all the best with genuine sincerity!

Kind regards,

LevelUp Casino Team

Recieved the Money👍

Hello Stratton,

I am glad to hear that the issue has been resolved and you have received your payment. We will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Stratton, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam

Casino.Guru