LevelUp Casino - Player has been accused of opening multiple accounts.

Software does not block a duplicate account on signup nor notify the customer of existence of an account. Will however block the bonus so they will accept your deposit. While at the same time tell you the account is terminated because it is a duplicate but also force you to play the funds. The rules are unfair if they are not applied uniformly across the terms. Requesting a refund of deposit, as the account is terminated and funds returned. Never play at this casino, nothing short of stealing...

Dear Susieq,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Have you accumulated your winnings with or without an active bonus?

Additionally, could you please forward any relevant communication to petronela.k@casino.guru?

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

Best regards,

Petronela

Hello, there may be a duplicate account, which is why I question why the casino would take the deposit knowing this? Any of the reputable casino's don't allow this and this casino believed I had another account, its possible although I can't find any record of this. The issue is them taking a deposit if they in fact have information that supports it being a duplicate account, why not notify the player another account exists and stop the deposit, its shady to do otherwise. Thanks.

Is there any relevant communication that you could forward to me, please?

Dera Susieq,

We have been contacted by a Casino Representative who shed some more light on this problem and explained it from the casino's point of view.

Could you please confirm that you have received a refund of your deposited funds? Thank you in advance for your reply.

Thank you yes this is now resolved they refunded the deposit.

Great news. As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Susieq, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru