LevelUp Casino - Player’s winnings haven’t been received yet.

I requested a $300 withdrawal on the 22nd of April to go to my bank card 9 days after the date I requested for help was told I needed to provide a statement to prove money hasn't gone into my account which it hadn't then was given a rrn number to provide my bank which I wad told there was no pending payments I went back to level up casino and was told they need proof from the payment provider that they transferred money to which I've had no correspondence back it's been nearly 2 weeks I've never had problems when transferring money to my other card

Dear tepaeaedwards,

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

I'm literally 2 days away from it being 2 weeks I never had problems before up until this last withdraw

Good Morning it has been 2 weeks since I requested my withdraw have gone back and forwards with management at level up and still nothing has been sorted apparently they are awaiting the payment provider to give them proof of receiving the money and sending it to my account

Thank you for your reply, tepaeaedwards. Do I understand correctly that you have made successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

I accumulated the win without a bonus and my account is verified and I've made lots of withdrawals before to my other bank account they have on file but this recent withdrawal is to my other bank card on file

I have heard back from level up and they have told me that they need the payment provider to get back in contact with them

Is there anything you can do I've now been told I need my bank to provide proof they can't track the rrn number I was provided which I know they can't and they are working on drafting something that I can send to level up casino

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I emailed but can't find them in my sent items I'm not sure why I'll try recover them

Unable to find all the emails however my bank is sending me a letter with proof that they can't trace the rrn number provided to me from level up casino I don't know what else to do

Thank you very much, tepaeaedwards, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear tepaeaedwards,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite LevelUp Casino representative to join this conversation.

Dear LevelUp Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Thank you Mirka they have asked for my bank to provide a letter stating they can't trace the rrn number given to me which I am still waiting for I did provide statements to prove money hasn't gone into my account I feel like I'm just going around and around in circles

I have had an update from my bank stating that they can't provide me with a letter stating they can't trace the rrn number provided to me aa they don't even know what an rrn number is and that my bank statements are enough proof they haven't received no payments it's coming up to nearly 1 month and it's still not sorted

Dear tepaeaedwards and Casino Guru Team,

We sincerely apologize for the inconvenience and frustration you have experienced due to the delay in processing your withdrawal request. We understand how important timely withdrawals are for our players, and we regret any inconvenience caused.

First, we want to congratulate you on your win at LevelUp Casino!

We are pleased to inform you that your winnings have been successfully processed by our finance team on 2024-04-22 and have been transferred to the payment provider.

We are currently working to resolve the issue with the payment provider, as they have provided evidence of payment initiation. 

However, the bank is unable to locate the payment by the provided RRN (Reference/Receipt Number). We are actively seeking further clarification and conducting a re-investigation of the transaction. We would like to note that we are also awaiting a response from the provider and constantly invite updates.

We appreciate your patience and cooperation during this process. Please be assured that we are dedicated to ensuring that your funds are transferred to your account as soon as possible.

If you have any additional questions or concerns, please do not hesitate to contact us directly. We are more than happy to assist you in any way we can.

Kind regards,

LevelUp Casino Team

Well I heard back from my VIP Manager who I advised that my bank can't provide a letter which level up requested stating that they can't trace the rrn number I don't know what else can be done I've provided statements and can provide more to advise money definitely hasn't gone into my account

i received this from level up but my bank has said they cant trace this payment there has been nothing that has come into my account via my card

I would like to know where we go to from here as my bank still can't find any payment using the letter the payment provider has given its been nearly a month now I'm at my wits end and have done everything I possibly can to get this sorted

Dear LevelUp Casino,

Could you please inform us, if there has been any update in the solving of the issue?

Thank you.

My bank has advised me that they have possibly found the payments but it's going to take 5 business days for them to look into this i will update once I have heard back from them

Dear tepaeaedwards and Casino Guru Team,

We understand that the delay in processing your withdrawal request may have caused frustration and inconvenience.

We are currently investigating your case thoroughly and have provided all necessary proofs, including the payment receipt. However, the bank has informed us that they are unable to locate the transaction at this time.

We are now waiting for your bank statement to continue with our investigation. If your bank has indicated that they have found the transaction, please update us as soon as possible.

If you have any further questions or concerns, please don’t hesitate to reach out to us. We are here to assist you in any way we can.

Thank you for your understanding.

Kind regards,

LevelUp Casino Team

Hi Level Up so I'm assuming there's no communication between your customer service representatives as I have already provided bank statements and my bank are currently looking into a possible transaction that could be mine I will keep everyone updated

Dear tepaeaedwards,

Have you received an update regarding your verification or withdrawal process?

Was told by my bank that it looks like they had received a notification to deposit funds but they didn't arrive and they said they weren't sure why the money hadn't been received I'm waiting for the cards recons team to investigate further

Dear tepaeaedwards,

Have you received any update from your bank?

No update its quite frustrating and it's been nearly 8 weeks since the request of withdrawal I've been told it's going to take another 5 days

Dear tepaeaedwards,

Have you been able to get in touch with the bank regarding the payment?

I have been advised by my bank that they are still looking into the transaction in other words it's still not sorted

Dear tepaeaedwards,

Please notify me, when there are any updates in your verification process.

Still no update from the bank but im quite over it now so frustrating

Good Morning I have received a response from my bank



So now it's been 2 months since I requested for cash out what happens now

Dear LevelUp Casino,

Would you have any suggestions regarding the player's payment problem?

Dear tepaeaedwards and Casino Guru Team,

We wanted to kindly remind you that our agent has already provided a proof of payment in our previous communication on May 16th, 2024. We understand that there may be some issues on your bank's end, and we are more than willing to assist you in any way we can. However, please keep in mind that we do not have control over the bank's operations.

In order to move forward, we kindly request for a bank statement from you so that we can verify the information and pass it on to the provider.

We truly appreciate your cooperation and understanding in this matter. 

Kind regards,

LevelUp Casino Team

My bank have sent the payment back to the provider as they can't process it they say it will take 2 days to show up on there side what happens then I'm happy to provide a statement but it won't be up to date it won't show today's transactions I'm not sure why maybe because there's pending payments

Dear tepaeaedwards and Casino Guru Team,

Thank you for your quick response!

We are currently waiting for a bank statement from you in order to confirm the information and send it to the provider. Please send us the bank statement you have to support@levelupcasino.com.

We appreciate your cooperation.

Kind regards,

LevelUp Casino Team

Bank statement sent but that still doesn't answer my questions my bank has said the withdrawal is being sent back to the provider as they can't process the transaction how much longer do I need to wait it's already been over 2 months now and I feel like I'm not getting anything sorted

Dear tepaeaedwards and Casino Guru Team,

Thank you for providing us with the necessary documentation.

We have now forwarded it to our payment provider for further processing. We understand that this may cause a delay in resolving the issue, and we sincerely apologize for any inconvenience this may cause. We kindly ask for your patience during this time.

Please know that we are working diligently to expedite the process and will keep you informed of any progress. Your understanding and cooperation are greatly appreciated.

If you have any further questions or require additional assistance, please do not hesitate to reach out to our friendly support team.

Best regards,

LevelUp Casino Team

So I received an email back from my VIP Manager who has advised me to go back to my bank to find out where the payment is does no one communicate at level up as I have been doing that for months as per the messages my bank sent me which I sent to level up casino they have sent the Money back to the payment provider so I would like to know what happens from here more investigating??? I'm beyond over the situation now and just want it sorted or compensated somehow please help me anyway you can

Dear tepaeaedwards and Casino Guru Team,

Thank you for your patience as we diligently looked into the status of your withdrawal. 

We are pleased to inform you that we have received confirmation from the payment provider that your withdrawal has been successfully processed. They have also provided us with the Retrieval Reference Number (RRN), which we have shared with you for your convenience. You can use this RRN to easily contact your bank and locate the funds.

In addition, we have also provided you with a bank statement issued by the payment provider. This document can be presented to your bank for further assistance if needed.

Please know that we have completed all necessary steps and have provided all required proof of the transaction. It seems that the issue may be with your bank, and unfortunately, we have no control over external financial institutions.

We truly appreciate your understanding in this matter. If you encounter any further difficulties, please do not hesitate to reach out to us. We are always here to help and will do our best to assist you in any way we can.

Kind regards,

LevelUp Casino Team

As I have advised level up on multiple occasions today and yesterday my bank has sent the money back to the payment provider and there's nothing more that they can do as they can't process the number using the rrn number you provided me which I've already advised so many people

I have once again received another email stating I need to get my bank to find the payment and process it they have advised they no longer have the payment and have sent it back to the payment provider

Dear tepaeaedwards,

I understand, that this situation is frustrating for you, however I would advise you to wait a bit longer, because the payment should probably get back to the sender in this situation.

Hopefully you might be able to try a different payment method after that.

If you receive any important messages, please keep me updated.

Thank you for your patience.

I'm waiting for proof from my bank they have sent the payment back to the provider will update as soon as I know

Dear tepaeaedwards,

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.

I have sent proof that my bank has sent the money back to the payment provider and it still hasn't been sorted our by level up this has been ongoing since April and I have done everything they have requested I don't understand the hold up it shouldn't take thus long

Dear Mirka and the Casino Guru Team,

We wanted to update you on the situation regarding the email sent to miroslava.d@casino.guru from our online casino representative 21 days ago. We have provided all necessary evidence and explanations regarding the player's issue. However, it seems that our email was not read. Therefore, we will resend it to your email address.

We kindly ask for your assistance in this matter as we strive for fair evaluations of our casino on the Casino Guru forum. Thank you for your attention and cooperation.

Dear tepaeaedwards,

We would like to reiterate that we have received confirmation from the payment provider that your withdrawal has been successfully processed. They have also shared the Retrieval Reference Number (RRN) with us, which we have provided to you for your convenience. This RRN can be used to contact your bank and locate the funds easily.

Furthermore, we have also shared a bank statement from the payment provider with you. This document can be presented to your bank for further assistance, if needed.

We have thoroughly investigated your case and provided all possible evidence. The status of your transaction now depends on your communication with your bank. Please understand that we have completed all necessary steps and provided all required proof of the transaction. It appears that the issue may lie with your bank, and unfortunately, we have no control over external financial institutions.

We appreciate your understanding in this matter. If you encounter any further difficulties, please do not hesitate to reach out to us. We are always available to assist you and will do our best to help in any way we can.

Kind regards,

LevelUp Casino Team

Well I can tell you right now that I have been emailing with vip managers and provided proof that my bank has sent the money back to the payment provider on the 10th of June my bank can't process the withdrawal hence why they sent the money back if people at level up communicated then you would know this so I'm asking that this get sorted asap there is no need for me to contact my bank anymore when I have sent proof to level up payment provider accepted the money back they now need to release the money back to level up so I can request for it but so far there's been no update at all

Payment provider accepted the money back from my bank on thr 10th of June I sent the proof this was done from my bank to level up vip managers please someone follow up this has been going on way to long now

Dear tepaeaedwards,

Could you please provide me with screenshots of the relevant messages, and the mentioned proof you sent to them, so I can try to investigate further?

Thank you.

please find attached proof from my bank that money was sent back to payment provider and they accepted it back on the 12th of June I keep be told they are still investigating it shouldn't take this long this has been ongoing since April please help

Hi casino guru have you got any updates I kept being told from level up that they are still waiting for a response from the payment provider who accepted the payment on the 12th of June back from my bank this has been ongoing since April and I just want it to be sorted I understand 3 to 7 days of waiting but not this long

Dear LevelUp Casino,

Could you please clarify, if there is something that can be done to speed up the withdrawal process?

Dear Mirka and the Casino Guru Team,

We would like to provide an update on the situation regarding the email that was sent twice to miroslava.d@casino.guru from our online casino representative. One clarification was sent on 2nd July and the second one was sent on 23rd July. We have submitted all necessary evidence and explanations regarding the player's issue. However, it appears that our email was not received or seen. Therefore, we kindly ask you to check your inbox or provide us with another email where we can send all necessary explanations.

We kindly request your assistance in this matter as we strive for fair evaluations of our casino on the Casino Guru forum. Thank you for your attention and cooperation.

Dear tepaeaedwards,

We would like to confirm that we have received confirmation from the payment provider that your withdrawal has been successfully processed. They have also provided us with the Retrieval Reference Number (RRN) for your convenience. This RRN can be used to contact your bank and locate the funds easily.

Additionally, we have shared a bank statement from the payment provider with you. This document can be presented to your bank for further assistance, if needed.

We have thoroughly investigated your case and provided all necessary evidence. The status of your transaction now depends on your communication with your bank. Please understand that we have completed all necessary steps and provided all required proof of the transaction. It appears that the issue may lie with your bank, and unfortunately, we have no control over external financial institutions.

We appreciate your understanding in this matter. If you encounter any further difficulties, please do not hesitate to contact us. We are always available to assist you and will do our best to help in any way we can.

Best regards,

LevelUp Casino Team

Omg why does no one from level up communicate I have already provided proof from my bank that they sent the money back to the payment provider on the 12th of June and the payment provider accepted it so you need stop telling me things I already know and I'm quite frustrated that I keep getting told I need to follow up with my bank when I'm way past that point

This is beyond ridiculous please help sort this casino guru I have sent proof to level up that the payment provider accepted the money back from my bank on the 12th of June and still it hasn't been sorted this has been ongoing since april when I requested the withdrawal never had problems before up until then and I keep getting told it's still being investigated and higher management are on my case what a joke level up are scam artists

I have an email chain from all the emails I have sent level up regarding my withdrawal I'm so pissed off it's not funny I have done everything they have asked me to do and yet they can't do one thing to help me except tell me to I need to wait as they are looking into this for me

Hi Casino Guru

I have still not been given an update I keep being told it's being looked into and just been given the same explanation each time I email level up surely it doesn't take this long to sort out I'm at my wits end now

Dear tepaeaedwards,

Please send me

• an official document from the bank, that confirms, you haven't received the payment in PDF (not just a screenshot), and
• a full official bank statement, with all transactions from before April 22nd until now

to miroslava.d@casino.guru .

Thank you.

Dear tepaeaedwards,

We are extending the timer by 7 days. Please, be aware that in case you fail to send me the requested documents in the given time frame or don’t require any further assistance, we will reject the complaint.

I can provide bank statements however my bank has a 2 day delay in payments being cleared so I can send you bank statements minus the 20th and 21st of august also my bank has given me a goodwill payment for the massive delay in getting my payment from level up but it is not the withdrawal that I should have received from the beginning it's the banks way of saying they value me as a customer I will email you what you need by Friday

This can now be closed off I have finally got my withdrawal back on my level up account now thank you for all your help I appreciate it

Dear tepaeaedwards, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru . Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Mirka

Casino.Guru