LevelUp Casino

LevelUp Casino - Withdrawal repeatedly rejected despite successful verification

€960

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.

LevelUp Casino - Withdrawal delay

€250

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

LevelUp Casino - Misleading advertising and purposely delaying withdrawal

€2500

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.

LevelUp Casino - My 3000 withdrawal remains pending even though I am fully verified

$20

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.

LevelUp Casino - Deposit funds missing

€3000

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

LevelUp Casino - 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

LevelUp Casino - Withdrawal issues, given various excuses none of which make sense

€12248

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

LevelUp Casino - Multiple Withdrawal requests cancelled

€500

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

Rejected

LevelUp Casino - 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

€1400

Complaint Statistics

Resolved 10

Avg. Amount $ 2,370

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

Review this casino

Share your thoughts with other players

Player rating

9/10 ● 258 reviews

Top reviews from our players

Gearz224

9/10

Great online casino with amazing customer service and personal account manager, who makes the experience a lot more enjoyable and exciting. With great rewards and bonuses credited for loyalty and continued deposits/playtime.
Also great promotions that are regularly mixed up and changed to keep things fresh and interesting, with awesome rewards and bonuses offered over various different promotions!
Deposits are incredibly easy and instant.
Overall I love their site and player usability.

Cashout times can be lengthy.
Some games are not permitted when using active bonuses.
Occasional temporary glitches when trying to activate rewards or bonuses.

Dear Gearz224, Thank you for taking the time to share your feedback about your experience with LevelUp Casino. We truly appreciate your kind words and are thrilled to hear that you find our customer service exceptional and your personal account manager adds to the enjoyment of your gaming experience. Providing a seamless and exciting experience for our players is our top priority, and we are delighted to know that we have met your expectations in this regard. We are equally pleased to hear that you enjoy our loyalty rewards and bonuses. Your satisfaction with our rewards program reaffirms our commitment to providing the best possible gaming experience. Regarding your feedback on cashout times, we understand the importance of swift withdrawals for our players, and we continuously strive to optimize our processes to minimize any delays. At times, withdrawals may take longer than anticipated to be processed by the payment provider. Rest assured, we are constantly reviewing and improving our withdrawal procedures to ensure a faster and smoother experience for our players. We would also like to mention that your active bonuses can be played in the "Wagering" section of games, which you can find at the following link: https://leveluprouter.com/games/wagering Be sure to check it out, as you will find a wide selection of games for enjoyable play with your bonus. Once again, thank you for your valuable feedback and for choosing LevelUp Casino. We are grateful for your loyalty and look forward to continuing to provide you with exceptional service and an unforgettable gaming experience. If you have any further feedback or questions, please feel free to reach out to us. Our dedicated team is always here to assist you. Kind regards, LevelUp Casino Team

LevelUp Casino 1 year ago

Anell

7/10

I love that there is this wide variety of slots to select from each slot unique in its own way. The fruit slots the free spins slots the cash collect ones I love the most

Every time when logging in it loads and loads a long time and every time opening a new game or a game for the first or second time it takes an eternity to load.

Dear Anell, Thank you for sharing your experience with us! We are delighted to hear that you appreciate the uniqueness of each slot. Providing diverse and engaging game options is something we prioritize to ensure that every player finds something they love. We apologize for the less than ideal loading times you have experienced. It is possible that the issue is related to your device, browser, or Internet connection. We suggest clearing your browser's cache and cookies and attempting again. If the issue persists, please try using a different device or browser. Additionally, please check your Internet connection as it may be unstable. If you have any further feedback or suggestions, please don't hesitate to contact us. Your feedback is invaluable to us as it helps us identify areas for improvement. Rest assured, we are taking your comments seriously and are committed to making the necessary adjustments to enhance your overall experience with us. We appreciate your support and hope to continue providing you with an exceptional gaming experience at our online casino. Kind regards, LevelUp Casino Team

LevelUp Casino 1 year ago

Rojasleal

10/10

What I honestly like about level up casino is the customer service from one particular employee named Albert Evan’s. He’s made it easy and enjoyable to use. He even goes out of his way when he’s not on the clock and I message him to help me with using the app.

It feels a little backwards when I click on account then profile. You have to take your time to figure it out. They should make it a bit more simpler.

Dear Rojasleal, Thank you so much for taking the time to share your feedback with us! We are thrilled to hear that you have had such a positive experience with our customer service. Providing prime service is a top priority for us. Your feedback about the user interface is greatly appreciated. We are always looking for ways to improve our platform and make it more user-friendly, so your insights are incredibly valuable to us. Rest assured, we will take your suggestion into consideration and explore ways to simplify the account navigation process. If you have any further suggestions or if there is anything else we can assist you with, please do not hesitate to reach out. We are here to ensure your experience with us remains enjoyable and hassle-free. Thank you again for choosing LevelUp Casino. We look forward to serving you again soon! Best regards, LevelUp Casino Team

LevelUp Casino 1 year ago

Quer

10/10

I got there and felt a little dizzy of those slots. I used all bonuses allowed and my sessions were so long with small bids. That is a style of gambling I stick to. Playing here for ~2 months and thinking about getting VIP privileges.

Dear Quer, We are delighted to hear that you have been enjoying your time with us and that our variety of games has provided you with plenty of entertainment! Considering your loyalty, we believe you will be a perfect fit for our VIP program. As a VIP member, you will unlock a whole new level of benefits and personalized rewards tailored to your preferences. Thank you for choosing us as your preferred online casino! If you have any questions or need assistance with anything, please don't hesitate to reach out to our support team. Best regards, LevelUp Casino Team

LevelUp Casino 1 year ago

Ehm34

10/10

This would be hands down my favourite casino. It is fair and knows their customer. Quick verification and fast payouts. Lots of games which are fair in terms of wins and losses, compared to others I have played at. So good to find an online casino that I can finally trust. The only down side is the lower maximum withdrawal but ok given how good everything else is. Good job.

Dear Ehm34, Thank you so much for your glowing review! We are thrilled to hear that you have had such a positive experience with us. Ensuring fairness, quick verification, and fast payouts are among our top priorities, so it is fantastic to know that you have found these aspects to be exemplary. We are committed to providing a wide variety of games that offer fair outcomes, and we are delighted to hear that you have found them to be enjoyable. We understand that every player has their preferences, and we appreciate your understanding regarding the maximum withdrawal limit. Rest assured, we continually review and optimize our policies to provide the best possible experience for our players. Thank you again for your kind words and for choosing us as your trusted online casino. We look forward to continuing to exceed your expectations in the future! If you have any further feedback or suggestions, please don't hesitate to let us know. Kind regards, LevelUp Casino Team

LevelUp Casino 1 year ago

Brendon22Ar

9/10

If you want to get the perfect gaming experience, you definitely need to visit this casino. Fast withdrawals, nice bonuses! I tried my luck here and I am very satisfied!

Dear Brendon22Ar, Thank you so much for taking the time to share your positive experience with our online casino! We are thrilled that you had a fantastic gaming experience and that our fast withdrawals and enticing bonuses contributed to your satisfaction. At LevelUp Casino, we strive to provide our players with the best possible gaming environment, and it is gratifying to know that our efforts are making a positive impact. We greatly value your feedback and look forward to welcoming you back for more exciting gaming moments. If you have any suggestions or anything specific you would like to share with us to improve your experience, please do not hesitate to reach out. Once again, thank you for choosing LevelUp Casino! We appreciate your trust and loyalty. Best regards, LevelUp Casino Team

LevelUp Casino 2 years ago

Nelsa27

10/10

I am a Diamond member and no longer play with other online casinos. The personal service I receive from Max is great and when he is unavailable the online support Team is super efficient. I find Levelup offers a wide variety of games and the addition of the live games is awesome. The rewards are always a welcomed surprise and the verification process was really easy.

Just lately I've noticed my withdrawals have gone from overnight to 2-3 days caused by the payment provider. Hopefully this adjusts back to normal but at least I get my funds eventually which is all that matters.

Dear Nelsa27, We sincerely appreciate you taking the time to share your positive experiences with LevelUp Casino. As a valued player, your satisfaction is our top priority, and we are delighted to hear that you have been enjoying our personalized service. Our team works diligently to provide the best assistance, and it is heartening to know that their efforts have not gone unnoticed. It is fantastic to hear that you find our various games enjoyable. Regarding the recent observation about a slight delay in withdrawals, we sincerely apologize for any inconvenience this may have caused. We understand the importance of receiving your funds promptly; however, please note that sometimes it can take up to 5 business days for the bank to deliver them. We appreciate your patience and understanding. If you have any further feedback or concerns, please do not hesitate to contact our support team. Your satisfaction is our priority, and we look forward to providing you with an even better gaming experience. Thank you for choosing LevelUp Casino, and we wish you continued enjoyment and success in your gaming adventures! Kind regards, LevelUp Casino Team

LevelUp Casino 2 years ago

Trav88

10/10

I’ve been playing at level up for over 12 months now. I’ve reached Platinum level (14) !!
Deposit & non deposit bonuses daily and prompt! Deposit & withdrawals are excellent, never a problem. Huge selection of machines to play! The new live streamers is pretty awesome.
And the vip management system setup is perfect. Also helpful, and quick response.
I highly recommend this site to any & everyone.

My dislike are very short.
Maybe increase the 3k max daily withdrawal.
Also the cp point system seems to slow right up. I’m half way through lvl 14 atm and I reckon I started lvl at the start of the year. I’m a fairly regular player depositing over 150k this year, so increasing earning cp points would be the cherry on top

Dear Trav88, Thank you so much for taking the time to share your positive experience with LevelUp Casino! We are thrilled to hear that you have been enjoying your time on our platform. Your feedback is greatly appreciated, and we are delighted to know that our deposit and non-deposit bonuses, as well as our prompt deposit and withdrawal processes, have met your expectations. We are also pleased to hear that you find our selection of games and our VIP program to be to your satisfaction. Our team works hard to provide a diverse and enjoyable gaming experience, and it is rewarding to know that our efforts are resonating with players like yourself. We understand your suggestion regarding the daily withdrawal limit and the point system, and we appreciate your feedback on these matters. As we continually strive to enhance our services, your input is invaluable. Thank you once again for choosing LevelUp Casino as your preferred gaming destination, and we look forward to continuing to provide you with a top-notch experience. If you have any further suggestions or concerns, please feel free to reach out to our customer support team. We value your loyalty and are dedicated to making your time with us as enjoyable as possible. Best regards, LevelUp Casino Team

LevelUp Casino 2 years ago

baconpuff

10/10

RTP is quite fair to be honest, it is just that the withdrawal time is a bit excessive for me, more than 4 days. Customer service told me it was a temporary issue but I receive my money so I am zen.

Dear baconpuff, Thank you for taking the time to share your feedback with us. Let us begin by congratulating you on your winnings! Our Team would like to bring to your attention the fact that we check all withdrawal requests as soon as possible. Unfortunately, there may be instances where the payment provider takes longer to process transactions than expected. We understand that timely withdrawals are crucial for our players, and we sincerely apologize for any inconvenience caused by the extended withdrawal time you experienced. Besides, we appreciate your honesty and are glad to hear that you find our slots fair. If you encounter any further issues or have additional concerns, please do not hesitate to reach out to our customer support team. We value your feedback, and it helps us improve our services for all our players. Kind regards, LevelUp Casino Team

LevelUp Casino 2 years ago

Mojito