The player from Italy had his account blocked without further explanation. After a closer examination, we ended up rejecting this complaint as unjustified.
LevelUp Casino - Player’s account has been blocked.
Amount: €1
LevelUp Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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2 years ago
Translation
From today I can no longer access the casino without justified reason, all bonuses have been authorized by them and I have always respected their T & Cs.
Automatic translation:
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2 years ago
Dear Nemokid,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Could you please advise if there are any funds being held by the casino? If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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2 years ago
Dear Nemokid and Casino Guru Team,
Our team values each and every player, and we are constantly working in order to provide all the customers with the best experience in our casino. However, if such need occurs, the Casino reserves the right to close the Player Account and to refund the amount on account balance, subject to deduction of relevant withdrawal charges, at the Casino’s absolute discretion and without any obligation to state a reason or give prior notice. It is stated in our Terms and Conditions, section "Ant-Fraud Policy". Therefore, we have to inform you that your account was closed per the management's decision.
Moreover, we make sure that all funds are paid to the player upon the closure of the account, as it was made in this particular case.
Dear Petronela, if there is a need to provide you with proof that no financial obligation is left from our side, we will be glad to send it to your e-mail shortly.
Hope for your understanding and wish you all the best!
Kind regards,
LevelUp Casino Team
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2 years ago
Thank you very much, LevelUp Casino team, for your assistance. Could you please forward any supporting evidence to petronela.k@casino.guru? Looking forward to hearing from you.
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2 years ago
Thank you, LevelUp Casino team, for your email. I can confirm that the active balance of the account was zero before its closure. Since there are no funds being held by the casino there is not much we can do for you, Nemokid. I wish I could be of more help but, as I stated earlier, casinos have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Could you please confirm that you have received the last payment which has been processed on the 6th of August? Thank you very much in advance for your reply and understanding.
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2 years ago
Translation
Dear Level Up,
the expression you used " if this need arises" does not find any valid justification in the closure of a regular game account, necessity by virtue of what then? I also add that the contractual clause you cited appears to be exclusively vexatious as a serious casino that respects itself closes a gaming account only if it has well-founded evidence of fraud and not for futile reasons , otherwise this recall turns out to be illegitimate and in contrast with the basic rules of the online game that provides TRANSPARENCY AND FAIRNESS and with world democratic principles regardless of what the casino writes on a gaming contract (the casino could also write that donkeys fly and I accept it, but we know that donkeys do not fly until proven otherwise and therefore this contract would be void in all respects!), facts which in the present case are totally lacking. Closing a game account simply for the fact that a player wins is contrary to these principles and therefore it is to be considered an illegitimate fact and subject to reporting to the Government Authority of Curacao, which I will do in the near future. The rules apply to everyone, including players and casinos, and must respect the principle of fairness which is the basis of any democracy worthy of the name. Finally, I congratulate you on the excellent figure you are making in front of thousands of players, not only with the undersigned who reads you. Petronela can you please indicate me the email (s) of the regulatory bodies where I can report this modus operandi ? GCB? Minister of Justice and Finance? I've already written to Gaming Licensing. Mine is purely a matter of principle, I can play elsewhere on sites that are much better and respectful of their customers. Thank you.
Edited
Automatic translation:
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2 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. All the winnings have been paid and there are no funds being held by the casino. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.
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