LevelUp Casino - Player unable to withdraw funds due to payment proof issues.

ivTrying to get a payout of $200 first payout I’ve done, they want proof of purchase with name date and time, I paid with Apple Pay and there is a pending delay of 3 days so the statement says it went through 3 days after, originally payed 6th of Feb and the transaction cleared pending on the 9th. I’ve uploaded the statement saying I’ve payed and they won’t clear it, not sure what I can do from here. I’ve attached the statement from the bank

Dear neilmorice,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that verifying the deposit seems to be the only issue? Have you provided any other documents to verify your identity? Have they all been approved?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes I’ve provided drivers license and proof of address, in a form of an Internet bill from iiNet. They have been approved. See attached screenshot.

Thank you very much for your reply, neilmorice. 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.

Sent via that email, thank kristina

Thank you very much, neilmorice, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi neilmorice,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear LevelUp Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the uploaded document wasn't accepted?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear neilmorice and Casino Guru Team,

Thank you for taking the time to review LevelUp Casino.

However, we would like to shed light on the situation that occurred. Firstly, we would like to acknowledge that the player has submitted almost all the required documents for withdrawal, all of which have been approved. Our team congratulates the player on this!

Nevertheless, we still require a screenshot of your most recent deposit from 2024-02-06 10:41:09 UTC, in the amount of 40 AUD, for a successful withdrawal. Please ensure that your full name, the time, and the deposit amount are clearly visible. It is important to note that we especially require a screenshot of the deposit made via ApplePay; unfortunately, a bank statement won't suffice, which is why it was declined.

In the event of any differences or incorrect information during the data assessment, the player will promptly receive a clarification letter outlining specific recommendations to ensure a smooth cashout.

We genuinely regret any challenges the player may have faced during the withdrawal process and urge them to reach out to our support team for immediate assistance. We are fully committed to providing all the necessary guidance and information to streamline the withdrawal process for you.

We sincerely apologize for any inconvenience caused and wholeheartedly appreciate your understanding and cooperation. Looking forward to hearing from you soon!

Kind regards,

LevelUp Casino Team

Got an email from LevelUp casino, again asking for the same thing.. they have proof in there system I payed the amount. How can they not, I’ve proved who I am where I live. If I walk into a casino and play the pokies and win, no one asks hey did you use your own money of your own card.. anyway not much I can do, other than the Australian gaming commission, specially because these guys are flying under the crown banner.. attached is their email..

Thank you for the response, LevelUp Casino.

Dear neilmorice, could you please specify the reason why cannot you download the transaction statement from your Apple Pay account?

This is the only thing I can find for an Apple Pay statement, plus I’ve added a dummy $40 deposit with levelup.

Dear neilmorice and Casino Guru Team,

Thank you for reaching out to us regarding the verification of your account.

We sincerely appreciate your prompt response and for providing us with the screenshots. After carefully reviewing the information, we would like to kindly clarify that the transactions on the screenshots appear in EUR, but in the player's account deposits were in AUD. In order to expedite the verification process, we kindly request that you provide us with the following documentation:

A screenshot of your most recent deposit, dated 2024-02-06 at 10:41:09 UTC, in the amount of 40 AUD. Please ensure that your full name, the timestamp, and the deposit amount are clearly visible in the screenshot. Additionally, we kindly ask for a screenshot of the deposit made via ApplePay.

We understand that this may cause some inconvenience. Your cooperation in providing the requested information is greatly appreciated.

If you have any further questions or require any assistance, please do not hesitate to reach out to our friendly customer support team. They will be more than happy to assist you in any way they can.

Kind regards,

LevelUp Casino Team

Dear neilmorice, could you please explain why the currency of your debit card attached to ApplePay is euro?

I've also checked the official website of Apple (https://support.apple.com/en-au/HT212786), it says that you can tap on the transaction to see more details (like the timestamp required by the casino). Could you please share the screenshot if you tap on the requested transaction?

Though Apple itself asks to refer to the credit or debit statement from a bank or card issuer to get the most accurate information about transactions, that's why I'd like to point it out to the LevelUp Casino, that the bank statement provided by Commonwealth Bank of Australia (the issuer of the player's debit card) should be considered to be a legit proof as well.

So I can see that the screenshot of the ApplePay provided in the player's last message correlates with the bank statement. But the amount of the transaction from 6th February in $AU is 38.99 whereas the casino wants proof of a 40 AUD deposit.

Dear LevelUp Casino, was the deposited amount exactly 40 AUD or it was just rounded up?

I actually can’t tell you why it’s in Euro, the casino has no option to pay it in AUD unless it’s something on my side, but euro, usd , aud, it’s all the same money amount, I’ve attached again what level up says when I want to deposit and it’s in euro, also I did what you suggested and tapped on the Apple Pay with the time stamp..

Thank you, neilmorice. Based on your location, I believe your timezone must be GMT+8, so the screenshot says the transaction was made on 6th February at 6:41 pm in your timezone, which is 10:41 UTC.

Dear LevelUp Casino, please check the latest posts and let us know the exact amount of the deposit in question. We can see that the date and time fit, though the amount differs a bit, which may be also caused by the exchange rate.

Dear neilmorice and Casino Guru Team,

Thank you for reaching out to us about verifying your account.

We would like to clarify that our team requested you to provide a screenshot that includes all the necessary information for verification, such as the exact time of the deposit, the card number, the amount, and the recipient. This will confirm that you have direct access to the payment system and made the deposit yourself.

Please note that the screenshots provided did not show the card number used for the payment and the bank statement did not display the time. Therefore, we kindly requested a screenshot that shows all the necessary information at once. Typically, providing the required proof does not pose any difficulties for the users.

We kindly ask you to upload the latest screenshot that you provided here to your profile and request the withdrawal. Our financial team will review this as soon as possible and may contact you if needed.

Please keep in mind that in the future, when using Apple Pay for deposits, we may require proof of deposit from the app.

We greatly appreciate your cooperation in providing the requested information. We look forward to hearing back from you soon!

Kind regards,

LevelUp Casino Team

Dear neilmorice and Casino Guru Team,

We are delighted to inform you that the player has successfully submitted the required proof and our team has processed the cashout request. We greatly appreciate your cooperation during the verification process, as it has allowed us to handle your request more efficiently.

We sincerely apologize for any inconvenience that the player may have encountered during the withdrawal process at our casino, and encourage them to reach out to our support team for assistance in the future. We are always available to provide any necessary information to make the withdrawal process smoother.

Wishing you all the best with sincerity!

Kind regards,

LevelUp Casino Team

Thank you to all parties, involved, I feel it may of been an over site by myself, look forward to playing again sometime soon, and to casino guru, you guys are great moderators, cheers.

Thank you everyone for the updates.

Dear neilmorice, I'm glad to hear that your issue has been finally resolved successfully. I will now mark your complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru