LevelUp Casino - Player's winnings are voided due to unclear bonus rules.

Let me start by saying I fully understand what a "max cashout" usually means. The only reason I was prompted to ask for clarification is because a previous issue where they admitted to making an error in mixing up "Max win from free spins" and "max winnings" which resulted in me having 2200$ voided. That was partially resolved through an agreed settlement amicably resolved because they had coded or worded it wrong. To avoid a similar situation, I decided to double check this time around.

Note, I asked these questions BEFORE any winnings from this instance occured.

On a prior, same bonus, I got lucky and had winnings from free spins exceeding the cashout limit, upon finishing the wagering requirement, the extra balance reverted to 300$ (the max cashout limit). However, that is usually the behavior of what you call "Max winnings" or "max einnings after wagering requirements". Max cashout most often does not interac with your balance, but will only allow you to withdraw up to that limit. So that begged the question to me "When they say max cashout, do they actually mean max winnings?". So I asked.

I wasn't satisfied with both, perhaps how I asked my question and the answer provided. So I clarified again with a question less open to interpretation.

When I asked "Or will I have to withdraw and redeposit?". The answer only explained the "max winnings" portion, which I was already aware of, having just witnessed it. "Due to the cashout limit" to me here essentially means "this is what the cashout limit does, therefore means". But as I said, that wasn't clear enough for me. So I asked again in a way that leaves no ambiguity as you can see in my screenshot.

I asked if the funds will be free to play and winnings eligible after the wagering requirement and was answered "Yes and all other winnings"

I only did not withdraw after meeting the wagering requirement (balance woukd have been about 200$ I guess at the time), BECAUSE I was answered this.

Otherwise, as I have always done in the past, I would have withdrawn and redeposit and have the same effective result.

Note that, all winnings above the 300$ cashout limit were accrued after the wagering requirement, which I SPECIFICALLY asked ahead of time time if the winnings would be eligible and was told yes.

Had I not been instructed that, my winnings would be eligible. The only reason they are voided is from what I was instructed.

Also of note, in this instance, I do not gain any unfair advantage from not withdrawing before the cashout limit, as there was a winnings limit, all play is effectively the same, withdrawn or not. Although, that is not the the basis of my complaint, as I understand that rules are rules. It does however shine light on the fact the refusal to pay up is not a matter of gaining an advantage through their CSR mistake, but the other way around where the CSR mistake is costing me.

I kept all screenshots public, as I do want the public to see for themselves, regardless of the outcome.

Dear matauc12,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LevelUp Casino.

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

Do I understand correctly that when completing the wagering of the no-deposit free spins your balance was around 200 CAD, therefore less than 300 CAD max cashout?

Do you have the option to check wagering progress while the bonus is active? Did you receive a notification from the casino when the wagering requirement of the bonus was complete?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Ok,

So, its not a no deposit bonus. Its a cashback. I am a veteran at the casino, I am VIP level Diamond. So yes, to everything.

My issue is how I was misinformed. The bonus I got prior to that one (the same cashback offer from a different deposit), I won above 300$ from the spins and upon wagering it reverted to 300$, which I thought was odd, because thats how a max win term behaves, not a max cashout. So I asked, wondering if they were basically calling a max win bonus max cashout. And all the answers I was getting kept referring to the max win portion of the bonus (which is not in the terms of the bonus). I still found that weird, and finally just asked in the most unambiguous way "so, after, im free to play it and it will be eligible?"

Which I was answered , yes and all the winnings.

Which changed my understanding of what they called max cashout.

But no, ends up being actually max cashout, which is not what was reflected in my inquiry to them.

I feel as perhaps the screenshots werent uploaded? Maybe that would cause confusion if they werent. So here they are again in case.

I would prefer the screnshots to be made public, I wave my privacy on them. Regardless of the result of this complaint, I'd want people to see, and have context.

Thank you very much, matauc12, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello matauc12,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear matauc12 and Casino Guru team,

We sincerely appreciate you taking the time to express your concerns, and we would like to address them to ensure complete clarity.

To start with, we would like to highlight that before offering the bonus, the player was certainly informed that the maximum cashout of the bonus is 300 CAD.

It appears that there was a miscommunication between our agent and you, which led to this unfortunate confusion. Please accept our sincerest apologies for any frustration or inconvenience this may have caused. We always strive to ensure a smooth and enjoyable experience for our valued players, and we understand how important it is to maintain clear and accurate communication.

Before extending any offers, we consistently emphasize our commitment to transparency by providing our players with the terms and conditions. We took extra care to ensure that the player was informed of the correct terms before offering the bonus.

In light of the confusion, we apologized and offered you a bonus as a goodwill gesture. We are pleased to hear that you accepted the bonus and had the opportunity to enjoy our games with it.

If you have any more questions or require further clarification, please do not hesitate to contact our customer support team. We are here to assist you and ensure your satisfaction.

Thank you for choosing to play at LevelUp Casino, and we look forward to providing you with an excellent gaming experience in the future.

Kind regards,

LevelUp Casino Team

Note that I clearly mentionned that the minimal bonus offered wasn't going to be considered as any kind of resolution from my part.

I believe the only resolution acceptable is paying out the entriety of the winnings considering I inquired for clarification on the rules and acted as advised.

I do not pretend not to understand that the rules are there, which should be clear, by the fact I asked about them. The mistake isn't on my side, as I clearly asked and acted as advised.

Perhaps since you offered 400$ already, I am only seeking the 2800$ left.

Dear matauc12 and Casino Guru team,

Thank you for reaching out to us about your situation. We genuinely appreciate your feedback and want to address the situation with utmost transparency and understanding.

We would like to clarify that, before offering the bonus, we provided you with a thorough explanation of the offer’s conditions. Additionally, during your conversation with our agent, it was clearly stated that if your winnings exceeded the specified maximum cashout limit, the rest amount would be subtracted to 300 CAD, as previously discussed.

We understand that there may have been some confusion, and for any inconvenience this may have caused, we extend our sincere apologies. Our primary goal is to ensure that our valued players are well-informed and have a positive gaming experience. As an experienced player, you have received prior explanations on how the maximum cashout works, and we want to assure you that our team acted by the rules.

Please know that we genuinely value your experience and are committed to resolving this matter to your satisfaction. If you have any further questions or require additional assistance, please do not hesitate to contact our customer support team.

We are here to address your concerns and provide any necessary clarifications. Looking forward to hearing from you soon!

Kind regards,

LevelUp Casino Team

"Additionally, during your conversation with our agent, it was clearly stated that if your winnings exceeded the specified maximum cashout limit, the rest amount would be subtracted to 300 CAD, as previously discussed."

Yes, this has been very well established. That is generally called a ''max winning rule''(not mentioned). And please note, that was the answer to the question "or do I have to withdraw and then redeposit?"

"

As an experienced player, you have received prior explanations on how the maximum cashout works, and we want to assure you that our team acted by the rules."

Could you provide me this conversation?

"Please know that we genuinely value your experience and are committed to resolving this matter to your satisfaction"

I said several times what is required, the ball is in your court.

Dear matauc12 and LevelUp Casino representative,

After reviewing all the evidence, it is clear that the bonus was initially presented correctly.

However, when matauc12 asked the support team whether to withdraw the amount or continue playing with real money, he received incorrect information.

Based on the conversation, it is evident that matauc12 was aware of the maximum limit of $300 and was prepared to withdraw and redeposit the amount. However, the support agent informed him that $300 should be available or any other winnings he had.

This misinformation led matauc12 to continue playing instead of making a withdrawal and redepositing the money.

Furthermore, we would like to express our belief that capping winnings more than once is not user-friendly, and we are against such practices. There are several ways to make this process more transparent. For example, deducting money during the withdrawal process or using a pop-up window to inform the player once the wagering is complete, stating that they must make a withdrawal regardless of how much they have won, or will win as the maximum cashout is still a certain amount.

Dear matauc12 and Casino Guru team,

We would like to extend our sincerest apologies for the recent inconvenience you experienced with our services. Your satisfaction is of the utmost importance to us, and we deeply regret any inconvenience this situation may have caused you.

After thoroughly reviewing your complaint, we have identified the issues you faced and understand the frustration it may have caused. 

To rectify this matter and show our dedication to improving your experience, we are pleased to inform you that we have refunded 2800 CAD to your player account.

We value your feedback and are continuously working to improve our services to prevent such issues from occurring in the future. Should you have any further questions or concerns, please do not hesitate to contact our team, who will be more than happy to assist you.

Our team appreciates your patience and understanding.

Kind regards,

LevelUp Casino Team

Dear LevelUp Casino representative,

Thank you very much for the information and professional approach.

Dear matauc12, please confirm that you have received the money and that we can close the case.

They have reinstated my winnings. Thank you Casinoguru.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, matauc12, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Matej

Casino.Guru