Home Complaints LevelUp Casino - Player is struggling to withdraw her winnings.

LevelUp Casino - Player is struggling to withdraw her winnings.

Amount: A$1,300

LevelUp Casino
Very good reputation
Submitted: 26 Feb 2021 | Resolved : 28 Mar 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Australia tried to withdraw her winnings. The casino asked her to send documents for verification, but she has already provided them. She later managed to withdraw part of her winnings and played with the rest.

Public
1 year ago

Tried to withdraw 300 dollars then 1000dollars all were declined saying that I hadn't filled in enough verification Even though I have.


Public
1 year ago

Dear Suzanne,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It isn’t anything unusual when the casino asks for additional documents.

Do I understand correctly, that you have already passed the KYC? Which documents have you already provided, please? Did you receive any confirmation about successful verification from the casino?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Public
1 year ago

Hello

I have uploaded my driver's license front and back, my email address manually, my utility statement with my details on it. My bank statement with my details on it.

Everything that is required.

Public
1 year ago

Dear Suzanne and Casino Guru team,


We appreciate you taking time and posting a review about LevelUp Casino.

However, we would like to shed the light on the situation that occurred. To start with, we want to point out that the player uploaded all required documents for withdrawal and passed KYC. Our team congratulates the player on it!

We would like to draw your attention to the fact that the last cashout request was declined as the information in the uploaded bank statement and in the withdrawal request doesn’t match. Our finance department checks all bank details carefully and only if all the data are correct, they can approve a withdrawal. It’s our main goal to make sure that the funds will be transferred to the appropriate player’s bank account. 

Moreover, right after cancellation, we sent a clarification letter to the player with the recommendation to pay attention and enter all the data correctly during making the withdrawal. The data in the statement and the data in the withdrawal request must match. Otherwise, the player should upload another bank statement with the appropriate clearing number (BSB code), account number, and beneficiary name. As soon as all essential details are entered correctly, our team will be glad to process the withdrawal request. 

We sincerely regret to hear that the player faced difficulties with the withdrawal process at our casino, and we kindly ask to contact our support team for guidance. We are ready to provide the player with all necessary information to simplify issues with a withdrawal process. 

We are sorry for any inconveniences caused and hope for your understanding!

Looking forward to hearing from you soon!


All the best, 

LevelUp Casino team

Edited
Public
1 year ago

I have uploaded this information

Public
1 year ago

This is insane . Just tried to make a withdrawal again after this reply to no avail. Re uploaded my bank statement and made sure the withdrawal numbers are the same. Still nothing but a rejection email.

Public
1 year ago

I am still owed 300dollars . All verifications have been done and approved. I have withdrawn 1000 and it's still pending. But the 300 has not been redeposited into my account for withdrawal.

Public
1 year ago

Dear Suzanne and Casino Guru team,


Thank you very much for taking your time to post your feedback about LevelUp Casino.

Every comment that we receive is highly appreciated as it helps us have a better understanding of the problems players face, so that we may take action and prevent those problematic issues from reoccurring. 

Let us begin by congratulating you on your winnings. Furthermore, we are extremely happy to inform you that your cashout request was successfully processed by our Team. Now we kindly ask for your patience and understanding as a few banking days may pass before this transaction is successfully processed by a payment method that was used for withdrawal.

We want to point out that your cooperation during the verification process is hugely valued as it has helped our team to handle your request faster. 

Our Team would like to bring to your attention the fact that we check all withdrawal requests as soon as possible. If during data assessment the lack of documents or incorrect information is noted, a player will be notified by a clarification letter, which contains certain recommendations to be followed for a successful cashout. Also, in case a withdrawal is declined by our team, the funds are transferred back to the player's account, which happened in your case.

If you are not sure that your funds were not transferred back to your account, please feel free to check this information in your playing account in a WALLET tab- TRANSACTION HISTORY or you may track your bets using GAME HISTORY. Moreover, you may always contact us in chat or by email if you want to know more details. 

We are available around the clock and will do our best to help you!

Wholeheartedly wishing you all the best!


Best regards,

LevelUp Casino Team

Edited
Public
1 year ago

Dear Sue1962,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Public
1 year ago

Hello

Yes

I was able to collect the 1000 dollars but still waiting on the decrepit of 300 back into the online account

Thanks

Public
1 year ago

Thank you for the update, Sue1962. Let's give it a few more days and hopefully we will mark this complaint as resolved. Please let us know if there is anything new.

Public
1 year ago

Will do

Public
1 year ago

There has been no redeposit of 300 dollars as of yet. I would like to finalise this issue .

Thanks

Public
1 year ago

I have replied

Why is there 1d 19h 35m to reply still

Public
1 year ago

Dear Suzanne and Casino Guru team,


First and foremost, we would like to thank you for your response. We value each and every player’s feedback about our casino as it helps us to improve our service and so became better. Furthermore, we want to congratulate you on a successful withdrawal! We are delighted when players enjoy the game and pleasant winnings in our casino. 


Our team wants to highlight the fact that your first withdrawal request of 300 AUD was declined because of the lack of documents that were to be provided for the KYC procedure. According to our terms and conditions, every player should complete the verification process. Moreover, please take into account, that if a cashout request is declined by our side, the funds intended to be withdrawn are immediately transferred back to the player's account. That is what happened in your case as well. We would like to point out that the funds that were added back have brought you even more luck and after all, you have successfully withdrawn your winnings (1000 AUD).


Please note that if you want to check if the withdrawal funds were transferred back to your gaming account after the cancellation of the withdrawal, you can always see this in a WALLET tab- TRANSACTION HISTORY of your account, or you may track your bets using GAME HISTORY. Moreover, our support service works round the clock, so you can contact us in chat or by email if you want to know more details at any time. 


We wholeheartedly hope for your understanding. Let luck and fortune always be on your side! 


Kindest regards,

LevelUp Casino team

Public
1 year ago

Yes I withdrew 1000 after asking to be redeposited into my account but no where has the 300 dollars been recredited. I had 500 in my account and was playing with this when the 1000 was credited back into my account. I seen that recredit. That gave me 1500 in my account but I have not seen the 300 dollars into my account. Nor has the transaction been logged in my wallet. I just says that the withdrawal was rejected. I have kepta constant eye on this and can honestly say you Still need to recredit 300 .

Public
1 year ago

Dear Suzanne and Casino Guru team,


Thank you for your reply.

We want to assure you that the cashout funds are transferred back to the player’s gaming balance promptly after the declination of a request on our side. This is a standard procedure, and it is done automatically by the system and straight away after rejecting of a withdrawal. Our support team would like to bring to your attention that this is precisely what happened to the 300 AUD you wanted to payout. They were credited back to your account and then used for playing. You can always track your bets using the "GAME HISTORY" section of your personal area or request a history of all your bets by contacting our support team. 

Your understanding is highly appreciated!


Kind regards, 

LevelUp Casino team

Edited
Public
1 year ago

Close the complaint please

Public
1 year ago

We are closing this complaint as per Sue1962's request. Thank you, Sue1962 and LevelUp Casino, for your cooperation, and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

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