LevelUp Casino - Pelaajan tili on jäädytetty ja voitot pidätetty.

I have been playing on this website for many years without any problems. Every now and then I win and make $200-300 withdrawals. The withdrawals take 1 hour and are usually safe to trust the money will be sent.

However, today something different happened. After depositing $30 (like I do most days) I won over. $300. I withdrew $300 and played with the leftovers. However, instead of receiving my winnings, I received an email saying my withdrawal was cancelled. They didn’t say the reason and made me go to customer support to find out. I was finally sent another email that my account was suspended due to their anti-fraud policy and that the casino has the right to withhold winnings.

I find this very ridiculous as I have been playing here forever, I have never done anything wrong and my winnings aren’t even that big to make such a big deal over them. I cannot just let this happen without trying to get my winnings. I can’t imagine how much worse it would feel if it was a bigger amount.

I keep asking for a specific reason as to why I was suspended specifically and they’re just giving me me the same canned answers.

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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 you a few questions to clarify your situation.

• What types of games did you play to accumulate your $300 winnings?
• Did you accumulate these winnings with or without using a bonus?
• Have you ever requested a chargeback for deposits made at this casino or at any other online casino?
• Is there any chance that someone from your household, or someone using the same IP address, also created an account at this casino?

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

Thanks for the reply!

I deposited $30 and played with my favourite blackjack game from the provider 100hp. I also did bonus buys on pragmatic games such as fruit party and PG Soft Cocktail Nights. Had a few decent wins and I would alternate running it up on blackjack. This is the same strategy I use all the time with them and have had many successful withdrawals in the past for around the same value. I have screenshots of these withdrawals.

No bonus was used and I rarely use bonuses on this site because they’re not really worth it.

I only deposit through Interac e-transfer so I’m not sure if you can even do a chargeback, but regardless, I have never done such thing.

Lastly, I don’t believe anyone else has created an account with this casino.

i have screenshots of the chat with support, plus screenshots of previous withdrawals and deposits if it’s something that you’d like to see.

Any update? Is there anything else that you need from me?

Dear Juany99

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Juany99,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from LevelUp Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear LevelUp Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Juany99 and Casino Guru Team,

​We would like to provide clarification on the following points regarding this case.

Please be advised that the player’s account has been blocked and the withdrawal request has been cancelled by the site administration due to a violation of the site rules, specifically clause 9.2 of the Terms and Conditions.

As stated in our Terms: https://levelupcasino23.com/en-AU/terms-and-conditions

"9.2. The Company has a strict anti-fraud policy. If the player is suspected of fraudulent actions including but not limited to:

• participating in any type of collusion with other players;
• development and use of strategies aimed at unfaithful winnings;
• fraudulent actions against other online casinos or payment providers;
• charge back transactions with a credit card or denial of some payments made;
• other types of cheating;
• providing of forged documents;
• creating two or more accounts;
• or is known to have gone bankrupt in the country of his residence.

The Company reserves the right to terminate such a Player Account and suspend and/or cancel all payouts to the player. This decision is at the sole discretion of the Company and the Player will not be notified or informed about the reasons for such actions. The Company also reserves the right and may be obliged to inform applicable regulatory bodies of the fraudulent actions performed by the player."

Additionally, according to clause 9.3:

"9.3. The Casino retains the right to close a Player’s account at its sole discretion and issue a refund of the remaining balance, minus any applicable withdrawal fees. This may be done without prior notice and without the need to provide any explanation."

We would also like to confirm that the player’s deposit amount will be refunded. In order to proceed with the refund, we kindly ask the player to provide the refund details that were previously requested.

Additionally, during registration, each player agrees to the platform Terms and Conditions, which include the following provision:

"By utilizing the website, you acknowledge and agree to be bound by the Terms and Conditions, as well as all applicable website policies."

Based on the information provided, the Administration’s decision is final and cannot be reviewed further.

If you have any questions or concerns, please do not hesitate to contact us.

Best regards,

LevelUp Casino Team

Thank you for your response.

However, I note that once again LevelUp Casino has not identified the specific conduct that allegedly violated clause 9.2.

Clause 9.2 contains numerous different categories of misconduct, including collusion, multiple accounts, forged documents, payment fraud, chargebacks, unfair winning strategies, and other forms of cheating. Simply quoting the entire clause does not explain which allegation is being made against me.

I therefore respectfully request clarification of the following:

Which specific provision of clause 9.2 am I alleged to have violated?

What specific conduct led to the conclusion that my account should be closed?

What evidence supports this conclusion?

I have been a customer for years and have previously completed multiple successful deposits and withdrawals, including withdrawals of similar amounts. I have never operated multiple accounts, submitted forged documents, initiated chargebacks, or engaged in any fraudulent activity.

I understand that the Terms and Conditions allow the casino to take action in cases of fraud. However, merely citing a broad anti-fraud clause is not the same as demonstrating that fraud actually occurred.

If LevelUp Casino is confident in its decision, I respectfully request that the specific allegation and supporting evidence be provided to Casino Guru, the relevant ADR, or the licensing authority for independent review.

At present, the casino has only repeated generic terms and conditions while refusing to explain what I supposedly did wrong.

Dear LevelUp Casino,

Thank you for your message.

We understand the basis for your actions. However, in order to proceed with the resolution process, we would need concrete evidence supporting the player’s alleged wrongdoing.

Please send the relevant evidence directly to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Juany99 and Casino Guru Team,

If you would like to receive the player’s data directly from our official channel, we are happy to assist.

However, to ensure full compliance with GDPR and data protection regulations, the player must first provide explicit consent.

To proceed securely, the player should send an email from their registered address to support@levelupcasino.com, confirming their permission for us to share their betting data with the forum moderation team. For identity verification, the email must include the following information:

- Full Name

- Date of Birth

- Address

- Mobile Phone Number

- Payment Methods Used

- Most Frequently Played Games with Us

- A clear photo of their ID or passport

Additionally, please confirm in your email that you accept full responsibility for authorizing us to share your betting information with the forum moderator (jakub.m@casino.guru).

This process is essential to ensure that data is shared only with the player’s explicit consent and in strict accordance with all security and GDPR requirements. Once we receive and verify the player’s confirmation, we will promptly provide the requested information through our official support email.

Thank you for your understanding and cooperation in maintaining transparency and data protection standards.

Kind regards,

LevelUp Casino Team

Thank you LevelUp Casino for the reply.

I have sent you the email that you requested along with all the information requested. Please let me know if there’s anything you need from me

Dear Juany99 and Casino Guru Team,

We would like to express our gratitude to the player for their cooperation and for supplying the requested information.

We confirm that all necessary data and clarifications have been forwarded to the forum moderator for review. This includes a detailed explanation and supporting documents concerning the player’s account activity.

Thank you for your attention and continued cooperation.

Kind regards,

LevelUp Casino Team

Dear LevelUp Casino,

Thank you for providing the additional details regarding the player’s issue.

Dear Juany99,

I have received further information regarding the reasons for the suspension of your account. All the provided details are currently under review.

Due to the complexity of the matter, additional time is required to assess everything properly. I will review the information carefully and share an update as soon as possible.

Thank you for your understanding and patience.

Dear Juany99,

I would like to let you know that communication with the casino representative via email is still ongoing.

Since there is not much to share with you at this stage, I will not burden you with details that may later prove irrelevant to the final assessment of the case. However, once a relevant update becomes available, I will share it with you without delay.

Thank you for your understanding and continued patience.

Dear Juany99 and Casino Guru Team,

Thank you for your feedback and for taking the time to review the information provided.

We would like to inform you that we have sent a more detailed explanation regarding this case directly to your email, where we clarify the reasoning behind our decision and provide additional context about the player's gameplay pattern.

Should you require any further clarification or have additional questions after reviewing the information, we will be happy to assist.

Kind regards,

LevelUp Casino Team

Dear Kubo and LevelUp Casino,

Thank you both for the recent updates.

I appreciate the time and effort being invested in reviewing this case thoroughly. I understand that these matters can take time, and I am grateful that the information is being carefully assessed rather than simply accepted at face value.

Please let me know if there is anything further you need from me. Otherwise, I will patiently await the outcome of the review.

Thank you again for your time and assistance.

Dear Juany99,

I just wanted to let you know that I have reviewed the casino’s explanation and asked them to reconsider their decision.

At this stage, we do not believe the confiscation of your winnings has been sufficiently justified, especially since the gameplay was made with your own real funds and no bonus was involved.

We will now wait for the casino’s response, and I will keep you updated once there is any news.

Thank you for your patience.

Dear Juany99 and Casino Guru Team,

Thank you for your patience throughout this case.

Following an additional internal review, we have carefully reconsidered the matter. While we do not fully share the assessment presented, we appreciate the time and effort invested in reviewing the case and, in the interest of reaching an amicable resolution, we have decided to make a one-time goodwill exception.

As a gesture of goodwill, we are prepared to refund the disputed winnings in the amount of 300 CAD.

We have already contacted the player directly and requested the necessary bank details to process the refund. We kindly ask the player to cooperate by providing the requested information so that our Finance Team can complete the payment as quickly as possible.

At the same time, we would like to clarify that our decision regarding the player's account remains unchanged. The account will not be reopened, as it was closed in accordance with Clause 9.3 of our Terms and Conditions:

"The Casino retains the right to close a Player's account at its sole discretion and issue a refund of the remaining balance, minus any applicable withdrawal fees. This may be done without prior notice and without the need to provide any explanation."

As stated in our Terms: https://levelupcasino23.com/en-AU/terms-and-conditions

We believe this approach fairly resolves the financial aspect of the complaint while remaining consistent with our policies regarding account management.

Thank you once again for your cooperation. We look forward to resolving this matter promptly once the player provides the requested refund information. 

Kind regards,

LevelUp Casino Team

Dear LevelUp Casino,

Thank you for reassessing the matter and for your decision to compensate the player. I sincerely appreciate your willingness to maintain a constructive dialogue, as well as your fair and player-oriented approach in this case.

Dear Juany99,

Please review the casino’s message and provide them with the requested bank details so they can proceed with your refund.

If you encounter any issues in the meantime, or once you receive the refund, please let us know.

Thank you for your cooperation.

Thank you Kubo,

I’ve been in contact with Levelup Casino for the last couple of days as they have been asking me for documents such as ID and bank statements to confirm my address. Communication was very quick at first when they were making all these requests, but over the last 24-36 hours, it has slowed down to "we are reviewing your documents and will let you know more when we can".

I’m cooperating with everything they’re asking for and I hope we can close this case soon

Dear Juany99,

Thank you for letting me know. I believe that from this point onward, it should only be a formality and a matter of days before everything is processed on the casino’s side.

Dear LevelUp Casino,

Could you please provide an update regarding the review of the player’s documents and the processing of his refund? Please also let us know the expected timeframe for the payout to be released.

Thank you.

Dear Juany99 and Casino Guru Team,

We would like to inform you that the refund of 300 CAD has now been successfully processed, and the player has already been notified about it.

Please note that the time required for the funds to reach the player's account depends on the banking system and may take up to 5 business days.

We kindly ask the player to let us know once the funds have been received.

Kind regards,

LevelUp Casino Team

Dear Kubo and LevelUp Casino,

I have received the money. A huge thank you to you Kubo and the Casino Guru team for the help! Without you guys, I would have never gotten the money.

To LevelUp Casino, I had a fun time playing on your website for years. It’s a shame the relationship had to end the way it did. I wish for the future, you will conduct deeper investigations before banning casual players like me.

Dear Juany99,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo