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LevelUp Casino - Bank transfers not received

RESOLVED
Complaint Info
Disputed casino LevelUp Casino
Reason Delayed payment
Amount € 812.5
Posted on August 12, 2021

I opened an a/c with levelup casino and made a deposit via my mastercard of 200 euro.

After a win of 812.50 I complete my verification. I requested a withdrawal and was informed the only withdrawal option was via a bank transfer.

This was done on 2/08/21, it was approved.

I had not received this by 10th august and I ask them to check with their payment provider.

They said they wanted bank statements in a pdf format from 02/08/21. I provided them with a screenshot of my mobile banking for this period converted to PDF and they would not accept this as proof. I am very upset as I seem to be getting the run around with this casino.

They won't even investigate with their payment provider.

Can you help, please.

Posted on August 12, 2021

Dear Player and AskGamblers Team,

Our team is always happy to help with any issue so that all the customers are satisfied with the casino's service, thus it is worth clarifying this situation so that you do not have a false opinion about our inactivity in resolving it.

We understand your dissatisfaction with this situation, but we still want to explain what happened. After verification, our team successfully approved the withdrawal requests. The player was informed that a few banking days may pass before these transactions are successfully processed by a payment method that was used for withdrawal.

However, as soon as we were informed that the player hasn't received these funds yet, we requested the bank statement in PDF format for investigation. Moreover, we took into account the information that the player can provide us only with screenshots and transferred this case to the payment provider

Unfortunately, due to the communication between departments and parties, the solving sometimes takes more time than initially expected. We want to assure you that this problem is known, and we are constantly working on it, trying in every possible way to speed up the solution.
As soon as there is any information from the provider, the player will be notified via email.

Our team wants to apologize for the inconveniences caused and hope for your understanding!

Warmest regards,
LevelUp Casino Team

Posted on August 12, 2021

I await your investigation , i did email your support to verify the Iban no that they had on record . this was ignored .
I will update when i hear back from the Casino

AskGamblers
Posted on August 12, 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

LevelUp Casino Complaints

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