LevelUp Casino - Player’s winnings from Baccarat haven’t been rewarded.

On Friday the 2 July 2021, i played baccarat in level up casino and i had 3 problems with this casino in one day.

first: i bet $50 on player, and player won, but instead of adding yo my balance, they took off $50 from my balance.

I got the screenshots of my history and it proves i am right. When I explained everything to support team they just said the appropriate department will contact you by email and never gave me any details of that department.

after few hours on the same baccarat game again it happened the exactly same thing to me but this time my bet was $200 and again I provided all screenshots which it provide i won that $200, but again the support team said same things.

on same day after 1 hour that exact happened again repeat but this time was $140. After my conversation with support team which their names was Jack, Lana and matt and showed them all the evidence, they accepted i am right but again just said I have to wait for the appropriate department. And they don’t give me any details of the department. Just said I have to wait and they don’t know how long it takes. Now after 3 days nothing happened.

i am not happy from this casino at all and don’t trust them. More than 6 times i bet and i won that bet but the message spear to my screen which it says sorry something is wrong and your bet wasn’t accepted.

i can provide all the conversations with them which I got screenshots of them.

Dear Mohammad,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, ideally your game history to petronela.k@casino.guru?

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Lastly, do I understand correctly that all three bets ($50 + $200 + $140) were deducted from your active balance and, even if the hands have won, winnings were not paid? Shouldn’t be the disputed amount greater ($390 x 2 = $780)?

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

I think I have to explain what exactly happened.

first time on baccarat game at 6:58pm, my balance was $200.22, i bet $50 on player and player won the bet, but $50 had took off from my balance instead of adding to it.

second time at 8:56pm, again on same game I bet $200 on player and again player won the bet but again $200 had been took off of my balance instead of adding to it.

third time at 11:51pm, i bet $240 on banker and the game hash been Tie, which means that $240 must came back to my balance but it didn’t happen and had been took off of my balance again.

i had too much conversation with support team, but they just said I have to wait until the appropriate department email me. They don’t tell me when they email me. Now 4 days past and nothing happened, Even the international contract doesn’t take this much time to decide.

thank you for your help

Dear Mohammad,

Thank you for your comment! 

Our team is always happy to help with any issue so that all the customers are satisfied with the casino's service, thus it is worth clarifying this situation so that you do not have a false opinion about our inactivity in resolving it.

We understand your dissatisfaction with this situation, but we still want to explain what happened.

The player has contacted our support team about these bets. As soon as we collected all necessary information, we have transferred all these bets to the game provider to check the game rounds’ results. Unfortunately, due to the involvement of a third party, namely the game provider, and communication between departments and parties, the solving sometimes takes more time than initially expected.

We are constantly asking for an update and hope that the provider will respond soon. Be sure that we will try to do our best for you, and you will be informed via e-mail as soon as possible.

We are deeply sorry for the inconvenience caused and sincerely wish you all the best!

Kind regards, 

LevelUp Casino Team 

Dear LevelUp Casino Team,

We will be waiting for an update patiently.

Thank you very much, Mohammad, for forwarding all the relevant screenshots. I will now transfer your complaint to my colleague Martin 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.

Dear Mohammad and Casino Guru team,

To start with, we sincerely regret to hear that the player faced difficulties at our casino. Our team is always loyal to our players and does its utmost to provide users only with a pleasant experience.

Furthermore, there is a piece of good news! We have just received an answer from the game provider, and glad to inform you that the uncredited win (740 AUD in total) from the specified bets was successfully added to the player's account. It was confirmed that due to a technical issue from the operator's side, the bets weren't calculated properly in time. 

We are deeply sorry for the inconvenience caused and would like to point out that if there is any issue you are facing, our support team works round the clock to provide help any time of the day. We are always ready to give a hand.

May good luck and fortune always be on your side!

Warmest regards,

LevelUp Casino Team

Hi,

thank you for your help, today I got an email which it said the $740 has been back to my balance.

thank you so much for your help

Hello Mohammad!

I am glad to see this positive outcome, ss the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for 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.