LevelUp Casino - Pelaajalla on ongelmia viivästyneiden kotiutusten kanssa.

Hi, I am wondering if anyone else has experienced a similar issue or what your advice to me regarding this is.

I am a VIP and my withdrawal limit is 5k per day. I attempted to withdraw in 2 transactions of 2k and 3k. My first attempt was rejected due to new card verification. I then verified my card. My 2k was accepted and processed although I have not received it yet. The 3k said canceled. When I attempted to ask what happened they said it was refunded to my account and I played it. I never noticed it being refunded, I asked for my history and they refused said I can check my profile but it only shows me recent bets not the full history. I left just under 2k in my account when I made the withdrawal, I also won multiple features on tritons realm with winnings of 2k and 3k plus many others. I do find it hard to believe that I wouldn’t notice an extra 3k in my balance while playing. If they did try and refund and hide it this feels very deceptive they would do this while I’m winning so I can play it and not notice. I only continued to play believing I had already withdrawn my maximum daily limit.

my previous transactions that had been returned say rejected and they also have a note attached. These had been refunded this particular withdrawal is listed as canceled with no explanation.

i will show you a transcript with a vip manager that was very rude. He said it was cancelled due to technical issue but it has definitely been refunded because there system does not make mistakes?

i appreciate your help and look forward to hearing from you.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask a few questions to clarify your situation.

Could you please send me a screenshot of your transaction history showing the canceled withdrawal request of €3,000?

When exactly was your withdrawal request canceled?

Are you able to see the exact date and time in your gaming history when the amount was supposedly returned to your account balance?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Mack,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Veronika,

I apologise for the delay. I am just trying to gather as much information as possible.

I had to request a copy of my history as I was first told by one of the VIP managers the can not provide it to me and i can see it in my history. I have since made the relevant requests and received an email with my history which is not quite adding up to me.

Please also not at the time of said refund i was actively playing and i received multiple features with wins of 2k and over. The email which i will attach shows a large time gap at the said time of the refund which leads me to believe that there may have been some information removed in between. I am wondering if it is possible to receive records from Game Beat the game provider to see if there is any missing information.

I will also attach screenshot of the payment which shows as cancelled with no explanation in comparison to previous withdrawals the were rejected and refunded which all have an explanation.

I will send all the information to you via email.

I appreciate your time.

kind regards,

Mack

Thank you for your email. The documents provided by the casino clearly show that the $3,000 was returned to your gaming account and was subsequently used in gameplay.

Please note that it is the player’s responsibility to monitor their active balance. While I understand that it may not be very user-friendly for the casino not to notify players that a declined withdrawal has been returned to their account for gameplay, it is still important to notice when a significant amount has been added to your balance.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika