Home Complaints LevelUp Casino - Player’s promotional winnings have been cancelled.

LevelUp Casino - Player’s promotional winnings have been cancelled.

Amount: €800

LevelUp Casino
Very good reputation
Submitted: 24 Oct 2020 | Resolved : 02 Dec 2020
Resolved Our verdict

Generous casino

RESOLVED

Case summary

1 year ago

The player from Finland had his Deposit bonus winnings voided due to country restriction.

Public
2 years ago

Scam casino, i used my first welcome deposit bonus and lost all. Then i used second deposit bonus and i won 800, then when i made withdraw they took all my winnings and told that players from Finland dont get any deposit bonuses!!! I asked why they gave me bonus in first deposit but they couldnt give any answer, STAY AWAY this SCAM casino!!

They added that bonus rule later cause iam sure that that information wasnt there when i joined in this casino. There where only then information that players from Sweden dont get any promotional offers.

Public
2 years ago

Dear Peltsi,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://www.levelupcasino.com/bonus-tc:

"All players can take advantage of the bonuses, except for the cases when the bonus has country restrictions and the player is a citizen of one of these countries. Players from Sweden and Finland are not allowed to receive bonuses, participate in any kind of promotional programs or receive VIP rewards."

However, I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses:

We believe that casinos should be equipped to only give out bonuses to eligible players. If the casino is not equipped, it should let players withdraw their winnings even if they are from a country that is restricted for bonuses. In other words, once a player gets a bonus, a casino shouldn't take it away from them or confiscate any winnings that originated from that bonus (unless some other rules have been broken)."

Could you please confirm that you have deposited once before, redeemed First Deposit bonus and lost everything? Ideally, please forward your bonus and cashier histories to petronela.k@casino.guru. We will contact the casino right after your confirmation. Thank you very much in advance for your reply.

Best regards,

Petronela

Public
2 years ago

Dear Peltsi,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Public
2 years ago
Translation

Hey,


Unfortunately, I closed my account with them because I really didn’t want to play there anymore. So I don't get that requested information, of course you get that information from the casino yes they have that information available.

But I really got 2 bonuses, on the first and second deposit once and on both occasions I asked Chat if you would add the bonus because it didn’t come automatically. Sure now I know the reason why there was no bonus automatically.

Automatic translation:
Public
2 years ago

Thank you very much, Peltsi, for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public
2 years ago

Hello peltsi41.

By our fair gambling codex, if the casino gave you a bonus and even if it was a mistake, they should honour the bonus and pay the winnings. I want to invite the casino representatives into the discussion. Please explain why the support agent gave peltsi41 a bonus. Please clarify when you changed the terms and conditions and excluded Finland from this promotion.

Public
2 years ago

We would like to ask the LevelUp Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Private
2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
2 years ago

Peltsi41, did you accept the casino proposal?

Public
2 years ago

Hello,


No i wont accept their offer, cause i wont play there anymore. They can give any reason they want, but it wont take off that they made mistake and there is nothing i or you can do, thanx for you for you effort to get them to admit their mistake but as you can see they cant do that.

Public
2 years ago

Dear peltsi41 and Casino Guru team,


We are thankful for providing your feedback regarding the situation which occurred. 


Our team is striving to take our service to the next level, and we want to inform you that we have considered the case one more time. Please once again accept our humble apologies for any inconveniences caused. Thus, we are happy to inform you that we are ready to compensate the player’s winnings as we deeply value our customers. We kindly ask peltsi41 to check his email address. Our support team sent the details which are required for returning of the subtracted funds. 

Looking forward to hearing from you soon!


Kindest regards,

LevelUp Casino team

Edited
Public
2 years ago
Translation

Hey,


Levelup did just fine and asked for my bank details so they could pay out that € 800 profit they first took away.

Really nicely delivered from them!

Automatic translation:
Public
2 years ago

We are happy to hear that casino representatives reconsider your claim. Peltsi, please let us know when the money arrives at your account, and we will close the complaint.


Public
1 year ago
Translation

Hey,


I got the money today so you can close the case, thank you for your help

Automatic translation:
Public
1 year ago

Dear Peltsi,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

We would like to thanks to casino representative too, you did the right thing, and we are happy about that.

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