LevelUp Casino - Player is struggling to complete account verification.

This service is terrific had no issues approving my identification on deposits to take my money but seem to play dumb when it comes to withdrawals. I uploaded 30 different identification docs aswell as a selfie with my ID and paper when they apparently couldn't see my name DOB and expiry on any of the uploaded documents wich was a lie i even used 2 way authentication to help. Then keep getting told i cant withdraw i need to upload ID again I did this with the same response 30 times over two days.that sounds and looks like they don't want to pay my winnings to me. So If it's not resolved by today I will report them for fraud,theft,false advertising and a scam service to my bank to receive a full refund. Aswell as taking this further to the Australian ombudsman to investigate. As levelupcasino is not a registered casino in Australia. I would like them to correct their wrong doing and release my winnings. Or I will get it back my way.

Dear Fischer1001,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Do I understand correctly that verifying your ID seems to be causing issues in completing the verification process?

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,

Tomas

Hello Tomas,

Thankyou for replying to me about this issue i have still been sending documents to get it approved today and the assistance you get is the same response everytime. I understand that identification is a process to go through. But seriously taking it to this extreme where it blatantly is them not looking at the files. We do verify our identity when signing up to these casinos name,DOB,number,email,verification messages/emails,shared information,bank details wich they retrieve all this information and it's good enough to take money of players but not good enough to pay out winnings. I understand it is a process for fraud and theft but this is beyond a joke i have uploaded over 50 documents of identification to them even personal government docs that clearly shows all the information they need but isn't enough and they ask for the same ID that is clearly on the documents. 3 of these personal government documents I sent have never steered me wrong and has allways giving me 150 points of ID to verify myself. I would like this to be resolved i deserve 21,488.10 ZAR really is nothing compared to the amount I spent on levelupcasino im just so disappointed with them and the whole situation and my experience. I got invited by the manager at levelupcasino to be involved in a 30min video meeting to input my opinion and experience with levelupcasino i don't think I will be happy to do this if this isn't resolved. And they specifically keep asking for a government ID and a picture of my card and bankstatement i have provided them with everything over 5 times each there just not looking. They asked me to take a selfie with my ID next to me and a paper that says hello levelupcasino and date, and after still ask me to upload my ID, to identify myself. 🤦‍♂️🤦‍♂️. If could get some help with this would be great speak again Tomas tc.

Thanks for the explanation.

Could you please forward any recent communication (emails, chat transcript) between you and the casino to my email at tomas@casino.guru?

I'll await your reply.

Dear Fischer1001,

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.

Hello Tomas,

I have many emails and screenshots of conversations regarding the matter but it has exhausted me to even continue this even after sending my ID and all documents of verification over and over day after day with the same response asking for my ID with name,address,date of birth and expiry date visible proof of address and a proof of payment method. Did this every time but they responded the same blimin thing so I am done i am clearly not going to be paid my winnings and this casino had been warned already in regards to scamming people out of their money. I should have looked at the reviews before I invested. I got my money back regardless from my bank and got help to make an official full report to the Australian gambling embudsmenn on levelupcasino in regards to paying out winnings to Australian residents. I don't think anyone investing thier money in an online casino promoting + promising payouts would actually put money in if they knew it wouldn't!! its a complete scam and robbery no one should be put in this position and action should be taken so others dont waste thier time,money and effort on this casino that shouldn't even be allowed to promote and advertise online here.

Regards Fischer1001,

Thanks for the update, Fischer1001.

Please understand requesting a chargeback might cause you issues if you decide to play in other gambling establishments, and we advise against using it unless absolutely necessary.

While I understand your frustration, for us to act in such cases we always ask for communication from the casino to confirm the situation.

If I understand the situation correctly, the chargeback you requested will only return your deposits and not your winnings. Unfortunately, since you requested it and your funds were already received by you, we cannot continue resolving the complaint nor punish the casino by lowering their rating and will have to reject your complaint.

Please let me know if there is any information I overlooked, otherwise, I will close the complaint.

Dear Fischer1001,

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.

Dear Tomas,

I see how you may think that because I got my deposit funds back it was a loss to me or a win for this casino, for there you are mistaken my mysterious friend Tomas.

A direct complaint has already been made and a investigation into the casino is on way. So I bid you Adu and I wash my hands with this.

Gischer1001 out.

Thanks for your comment.

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 issues with any online casino in the future.