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LevelUp Casino - Misleading advertising and purposely delaying withdrawal


Complaint Info

Disputed casino

LevelUp Casino


$ 20

Posted on April 10, 2024

I have encountered recurring issues with LevelUp Casino's withdrawal process. Last year, I experienced a significant delay of over a month for a 5,000 USD withdrawal. Presently, despite having a new and different banking provider, they have informed me of a purported problem with my payment provider. Consequently, they are mandating the use of bank transfer, which entails a processing time of 3-10 days, instead of the quicker 1-3 days offered via debit card. While I am able to deposit funds using a debit card, I have been informed of technical difficulties preventing withdrawals via the same method. Despite my inquiries, they have declined to disclose the nature of these issues. Additionally, I find their messaging misleading, particularly their claims of withdrawals within an hour, which does not align with my experiences.

Posted on April 11, 2024

Dear CHICHI111111,

We sincerely apologize for the inconvenience and frustration you have experienced regarding the withdrawal process at LevelUp Casino. Please accept our deepest apologies for any inconvenience this may have caused you.

We would like to note that the processing time for withdrawals by our financial team takes up to an hour, but then the transaction goes to the payment provider, and we cannot influence the processing time.

Typically, processing via bank cards takes 1-3 business days, while Bank Transfer withdrawals can take up to 5 business days. Unfortunately, withdrawals to cards have lower success rates due to the peculiarities of payment providers, so there may be some declines at times. Therefore, we recommend using Bank Transfer, as this payment method guarantees the receipt of funds into your bank account. We are always working to improve our product, and your feedback is highly valuable to us.

Additionally, upon reviewing your personal profile, we would like to mention that your recent withdrawals have been successful, and we would like to congratulate you on your recent wins!

Besides, our customer support team is available around the clock to address any further concerns or questions you may have regarding your withdrawal or any other matter.

Once again, we apologize for any inconvenience you have encountered and appreciate your patience and understanding as we work to resolve these issues promptly.

Kind regards,
LevelUp Casino Team

Posted on April 11, 2024

Dear @chichi111111,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.