LevelUp Casino - Player's winnings have not been credited.

Hi I was playing on there game Jelly Reels hold and win Xmas edition I was betting $60 New Zealand dollars and I won just over $200.000 and it didn't get added to my account so I thought it might soon then about 5 to 10 mins later I won just over $100.000 and that didn't get added to my account they tried to say I might've been playing in demo mode but I was watching my balance on my account as I've got $84.000 on my account already and I don't want to go under a certain amount. I'm also going to send you my conversation I had with there live chat.

(support@levelupcasino.com

Dear raeraepope9,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing.

Could you please advise if these winnings have been recorded in your game history? Do you happen to have any screenshots or video recordings confirming you accumulated these winnings?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

I’ll be looking forward to your reply.

Best regards,

Kristina

Dear raeraepope9,

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.