Beschwerde #28 LevelUp Casino

They allowed me to play and refused refund

Von Carlihh

vor 5 Monaten

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.

Unseriöses Casino LevelUp Casino

Grund Kontolöschung

Betrag €960

Diskussion

AskGamblers

• Support Team

vor 4 Monaten

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.

Carlihh

vor 4 Monaten

Yes i already recievied it. Thanks

LevelUp Casino

• Representative

vor 4 Monaten

Dear Carlihh,

Thank you for your message.

We would like to inform you that a refund of 960 EUR has been successfully processed on our end. We sincerely apologize for the delay and any inconvenience it may have caused.

Please note that the time it takes for the refunded amount to appear in your account depends on your bank or payment provider and may take several business days.

We appreciate your patience and understanding.

Best regards,
LevelUp Casino Team

Carlihh

vor 5 Monaten

Dear AskGamblers Complaint Team,

Thank you for your message. I would like to confirm that the issue is not yet resolved, as I have not received the payment. I kindly ask you to continue investigating and provide an update as soon as possible.

Thank you for your assistance.

Kind regards,

LevelUp Casino Beschwerde-Statistik

Gelöst 5 / 5

Durchschn. Betrag $1,469

Durchschn. Dauer 3 Tage

Durchschn. Antwortzeit 2 Tage

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