The player from Germany faced significant delays and complications with the KYC procedure, including the rejection of a complete bank statement. After finally getting verified, her withdrawal had been pending for two days despite being told it was transferred via 'sofortüberweisung.' The issue was not resolved as the player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint.
LevelUp Casino - Player’s withdrawal delayed after complicated KYC.
Amount: €517
LevelUp Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
The casino has significantly delayed processing my withdrawal. They made the KYC procedure so difficult that it felt absurd. The casino requested a proof of deposit as a screenshot, and they did not accept the complete bank statement despite having "approved" the document.
After my account was finally verified following a lengthy and complicated process, my withdrawal has now been in the processing stage for two days. Today, they told me the transaction has been transferred. I chose the intermediary "sofortüberweisung," but I have yet to receive any money.
Automatic translation:
Public
Public
3 months ago
Hello Viktor1989,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LevelUp Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
