Complaint #36 LevelUp Casino

Multiple Withdrawal requests cancelled

By Alannah1312

4 years ago

Hi,

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How can I get my funds withdrawn from this casino?

Thanks

Disputed Casino LevelUp Casino

Reason Refund declined

Discussion

AskGamblers

• Support Team

4 years ago

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.

LevelUp Casino

• Representative

4 years ago

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

LevelUp Casino Complaint Stats

Resolved 10 / 10

Avg. Amount $2,370

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

LevelUp Casino Complaints

See all complaints for this casino

They allowed me to play and refused refund

I am submitting this complaint against LevelUp Casino due to misleading information provided by their live chat support, which directly resulted in a financial loss of 1,000 EUR.

Before continuing to play, I contacted LevelUp Casino’s live chat support to explicitly ask whether I had any second or duplicate account registered in their system.

The support agent clearly confirmed in writing that no additional account existed and that I could play without any issues. I have provided screenshots of this conversation as evidence.

Based on this explicit confirmation, I continued playing in good faith. Following this confirmation, I incurred losses totaling 1,000 EUR.

Only after these losses, I contacted support again to ask about the status of my verification, as I intended to continue playing. At that point, no warning was given that my account was at risk or under investigation for multi-accounting.

Shortly afterward, my account was blocked and I was accused of multi-accounting. The casino now claims that their system later detected linked accounts based on IP address, device data, or other technical indicators.

This situation is unfair and contradictory. If a violation truly existed, it should have been identified before I was explicitly informed that no second account existed and that I could continue playing.

Allowing me to play after providing this confirmation and only taking action after losses occurred places the responsibility with the casino, not the player.

LevelUp Casino refuses to refund my losses and relies solely on general Terms and Conditions, while ignoring the written confirmation provided by their own support team, which I relied upon when deciding to play.

I have submitted screenshots of the live chat conversation proving that I was told no duplicate account existed and that playing was permitted.

I therefore request a refund of 1,000 EUR, representing the losses incurred after the casino explicitly confirmed that no second account existed, or a fair resolution acknowledging the casino’s responsibility for providing misleading information.

Resolved

€960

Withdrawal repeatedly rejected despite successful verification

Hello AskGamblers Complaint Team,

I would like to file a complaint against LevelUp Casino regarding a withdrawal issue that remains unresolved.

I requested a withdrawal of €250, and I successfully completed all verification steps as required by the casino. My documents were accepted, and my account was confirmed as verified.

Despite this, my withdrawal has been repeatedly rejected without any clear explanation. I have contacted LevelUp Casino’s support team on multiple occasions, but I have only received vague or automated replies that do not address the core of my problem.

To this day, the funds have not been released, and no valid reason has been provided for the refusal. I feel that I have acted in full compliance with the casino’s terms and conditions, and I believe this situation is both unfair and unacceptable.

I kindly ask for your assistance in resolving this matter and helping me receive the funds I am entitled to.

Thank you in advance for your support.

Resolved

€250

Withdrawal delay

Dear Team,

I deposited normally, verified my account and succeed to wagered the bonus. So far no issue, casino is quite good.

I decided to withdraw 2500$, and problem started.

As per their T&C, the payment are made within 24 hours. My withdrawal was made the 26 June at 4pm CET so a bit less than 40 hours ago.

Delay can happen, it’s the first time but when I ask the support they keep answering « wait, your withdrawal will be treated very shortly » so no helpful at all (very poor support overall compared to other casino) and my « personnel VIP manager is not helping as well.

So I decided to raise a complaint as I know that the casino are usually replying when we contact AskGambler.

Please let me know if you need any printscreen.

Thank you in advance

Resolved

€2,500

Misleading advertising and purposely delaying withdrawal

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.

Resolved

$20

My 3000 withdrawal remains pending even though I am fully verified

Hello,

I have a fully verified account, initially, I was unable to verify my account and this was resolved with the help of Mason in the support chat.

Now, I have initiated a €3000 withdrawal with Litecoin and it remains pending.

22 MAR 2024, 18:32

Withdrawal

3,000 EUR

Cryptoprocessing

Pending

I have asked multiple times in the chat for clarification on why it’s taking so long for my withdrawal to be accepted. Each time, I receive the same response:

“Also, I would like to inform you that your withdrawal request has been successfully received, and our financial department is currently processing the transaction.

To my regret, I cannot provide time frames. All withdrawal requests are approved on a first-come, first-served basis.”

However, what’s odd is that a few hours after my initial withdrawal, I placed another withdrawal of €1000, which was almost immediately canceled because I already had a €3000 withdrawal pending. It was mentioned that this was canceled because I cannot withdraw more than €3000 per day.

But why is my €3000 withdrawal still not being accepted when they can respond to a later cashout and then cancel it? Wasn’t it supposed to be first come, first serve?

Please help me.

Resolved

€3,000

Deposit funds missing

As of 22 November 2023, I encountered an issue whilst depositing $50, the payment was made via my visa debit card which as shown has left my account, in which the deposit on the casino site is showing as pending payment. I was told that they would update me via email, once they have heard back from the payment provider, but have not done since.. Its been roughly 5days now

Rejected

$50

My withdrawal keeps getting cancelled

Hello. I lost count on how many times i have contacted the live support on that casino in the past two days.

I have never had this much problems with any casinos in the past. The past 48 hours I have made 8 attempt to withdraw from my account.

The first time i contacted support i was told that there was an tecnincal problem behind it and that i should try again. less than an hour later it was again cancelled. This time support told me that the reason was on my banks side. Looked that up and it was not. Then i got an email, letting me know that reason behind it was: "other" and that i should really pay attention to "BANK NAME" when filling in the data. Said and done, i did and i contacted support, was asked to take a screenshot on the withdrawal page and show how i filled the data. I did that, the guy i was talking to said that i had, in fact, put the data in correctly so it is not getting cancelled because of that either.

Now i've been asking for clear answers for two days and still i only get auto-answers and "we have sent this to checkup etc.

Everytime i contact support there is always differents reasons for my withdrawal getting cancelled.

I really do like the casino and i enjoy spending time there. But for me, being able to withdraw is key for a good casino

Resolved

€12,248

Withdrawal issues, given various excuses none of which make sense

Hello I recently withdrew 500 euro on the 20th December via visa which has a time frame of 1 - 3 days its now been 10 days with no payment, when I contacted the casino I received no help regarding this issue only told to be patient, I never received any email confirmation to say my account was verified nor any emails regarding my cashouts. It's only when speaking to live chat did I find out my account was verified and the cashout was accepted but on the website it doesn't say that my documents were approved and the cashout is still pending, I have spoken to agents with names like seth rogan which raises suspicions and when I ask about the withdrawal I made I have been given various excuses none of which make sense.

When asked for further information they would not provide it, also they keep telling me I withdrew via bank transfer which is not true and I keep getting the same generic replies when I question them. I would like to know if this casino is in fact legit and if I will receive my winnings. Thank you

Resolved

€500

Not paying me 1400EUR

I am a verified user at Level up casino. I have sent them all the documents they requested and they confirmed my account is verified.

I deposited on the website using Ecopayz. When it came time to withdraw I withdrew the same way but they told me to try a different method.
I then tried Bitcoin only to have the funds reversed back into my account the next day.
I tried Mifinity, I needed to deposit first and then withdraw, but the deposit was not working on the website.

I was told on chat to try Ecopayz again and it would work, so I did, The next morning the funds were back in my account. Chat told me to try withdrawing smaller amounts, so I tried 500,500 and 400. The 500 was reversed into my account and the rest have been pending for 2 days.

I don't really know what else to do, can you help me resolve this issue.
Thank you

Resolved

€1,400

Bonus round interrupted and not resumed

I deposit yesterday for third bonus and receive it. Also they give me freespins in Mascot provider slot name The Myth.After finish freespins round and continue to play in that slot.

After some time I got bonus with 10 freespins. Everything is ok till when I have 3 rounds left. So far I gotten 8.9 from this 7 freespins.

After that game started to interrupted and I take screenshot before I closed and I open again .But game not resume or add me money from freespins.

I contact support 3 times, first he said me to open another browsers. I did that but nothing changed.

This bet was yesterday in 23:00 Cet ,after that I bet again in 23:17 to see what will happen, but they only take 0.2€ bet ,and had that 27.58.

I after that play with rest money, and lost, have 0 in account but in bonus section still stay unfinished bonus.

Resolved