Withdrawal repeatedly rejected despite successful verification

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.

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

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.