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LevelUp Casino - Multiple Withdrawal requests cancelled


Complaint Info

Disputed casino

LevelUp Casino
Posted on May 17, 2022


I have tried multiple times over the past few days to make a withdrawal, everytime I have submitted a request it has been cancelled with the following explanation in an email from levelup, see below:

Unfortunately, your recent cashout has been cancelled.

Reason: Other

Please, attentively enter data while making a withdrawal request via Bank Transfer. Especially, we ask you to pay attention to ACCOUNT NUMBER and CLEARING NUMBER and BENEFICIARY NAME. You need to enter the data as in the previously uploaded document or upload another bank statement. The data on the document and the data in the withdrawal request must match.

I have tried getting further assistance and help but no more help is provided from them always giving me the same explanation. I have put as instructed as above tried different amounts etc. All details are correct and the same as statement but yet they are saying they aren't.

How can I get my funds withdrawn from this casino?


Posted on May 19, 2022

Dear ALANNAH1312 and AskGamblers team,

First and foremost we would like to thank you for sharing your experience in our casino. We value each and every player’s feedback about our casino as it helps us to improve our service and so become better

Notwithstanding, we were concerned to hear that you were unsatisfied with our service. Let us explain the situation from our perspective. To start with, we want to point out that the player uploaded all required documents for withdrawal and passed KYC. Our team congratulates the player on it!

We would like to draw your attention to the fact that the last cashout request was declined as the information in the attached bank statement and the withdrawal request doesn’t match. Our finance department checks all bank details carefully and only if all the data are correct, they can approve a withdrawal. It’s our main goal to make sure that the funds will be transferred to the appropriate player’s bank account.

Moreover, right after cancellation, we sent a clarification letter to the player with the recommendation to pay attention and enter all the data correctly while making the withdrawal. The data in the statement and the data in the withdrawal request must match. Otherwise, the player should upload another bank statement with the appropriate clearing number (BSB code /clearing number), account number, and beneficiary name. As soon as all essential details are entered correctly, our team will be glad to process the withdrawal request.

Dear ALANNAH1312, we kindly ask you to pay attention to the account number (8 digits without spaces) and clearing number (6 digits without spaces), and beneficiary name(your name) upon cashout request. Please, note, that the сlearing number is the first 6 digits of your bank account number from the bank statement and the account number is the last 8 digits of it.

Our Team expressed our concerns regarding this issue and kindly ask you to follow this instruction and make a withdrawal request again. Please, don't hesitate to contact our support team to figure out any information you need.

Our team wants to apologize for the inconveniences caused and hope you continue playing with us!

Wholeheartedly wishing you that luck will always be with you!

Kind regards,
LevelUp Casino Team

Posted on May 23, 2022

Dear @Alannah1312,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the LevelUp Casino team 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.