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