The player from Switzerland had been waiting for a withdrawal that was approved on October 18th, but had yet to receive the funds after a month. Despite multiple inquiries to support, the responses remained unhelpful, stating they were "working on it." The Complaints Team had attempted to gather more information from the player, but due to a lack of response, the investigation could not proceed, resulting in the rejection of the complaint.
LevelUp Casino - Player's withdrawal has been delayed.
Amount: 722 CHF
LevelUp Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
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1 month ago
Translation
On October 18th, my withdrawal was approved.
Since today, I have been waiting for my money. I have contacted support multiple times. The response is always the same: "We are working on it and will get back to you." I have also requested and sent my account statement twice. Still no money received.
Automatic translation:
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1 month ago
Hello Laziale99,
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 if your account is already verified and if yes, since when exactly?
- 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?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Good day,
Thank you for contacting me promptly.
My account has been fully verified since October 18th. I don't have any outstanding bonuses either.
The withdrawal was also accepted on October 18th.
After contacting them on October 30th, I was asked to send a bank statement, which I did.
Then I wrote to support 4-5 more times. Basically always this message.
"Jonas, please accept our most sincere apologies for this delay.
Our team is working hard to resolve this issue and you will be notified via email once the issue is resolved.
I'm sorry about that. 😞"
Every time I contacted them I got the same message. They said they had no news from the provider but that they were working on it and that I should wait for an email.
The last contact was yesterday. Of course, the question was where my money was.
Edited
Automatic translation:
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3 weeks ago
Hello Laziale99,
Before we contact the casino, would it be possible for you to forward your withdrawal history from within your casino account, along with the communication between you and the casino regarding this matter, to nikolas.b@casino.guru for further review?
Looking forward to your response.
Best regards,
Nick
