LevelUp Casino - Player's deposit and withdrawal have been delayed.

I've been playing at Level Up Casino for a very long time and never had any problems. However, since 10/17/024, I've been encountering issues. I deposited 79 Euros, but it never appeared in my player account, nor was it returned to my bank. I've been asking about this every day. Since 10/17/024, they keep telling me to be patient. Then, I won 1000 Euros, and now I'm having another problem there as well. I've always used the same method for withdrawals, and a few hours later, the money was in my bank. However, I requested a withdrawal on 11/3/024, and I still haven't received my money. Every day, I reach out to the casino about the withdrawal issue. They keep telling me to be patient, that they have approved it. But when I check the withdrawal status, it shows -1000. Normally, it should say approved or in progress.

Best regards, Ingrid

Dear Putzi,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern.

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Dominika

All right then I'll wait

Hello dear team!

So I'm still waiting for my payout of 1000 euros. I've been waiting for 14 days now

The only positive thing is that I received the 79 euros. But unfortunately not the winnings of 1000 euros

Dear Putzi,

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Dear Putzi,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.