LevelUp Casino - The player's balance disappeared.

The complaint I make is the casino levelup casino having a good consideration I paid 27 euros to be precise I play first with a buffalo slot I play an hour and practically my balance was 34 euros then I go to another pirate shake slot playing a couple of days about hours I arrive at 197 all of a sudden it jumps and magically my balance goes back to 34 I send him messages but no one answers me please can you help me and I would be grateful

Thank you

Hello Viterbo79,

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 is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Is the balance disappearance visible in your game history? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, thanks for your interest, I'll give you some updates as on Monday they deigned to answer me after dozens of messages however at the beginning they asked me the problem is that they would have examined it after a few messages they seemed to be cooperative and polite and I deluded myself that they could admit their gigantic mistake instead as I would have expected from the beginning they replied that the plays took place correctly and that if I had requested it they would have sent me the history of the plays but as it will surely be there will not be two hours of pirate sharky plays like they had disappeared on my transactions I think they also made them disappear from theirs about two hours of play on the pirAte sharky which had brought me to the balance of 197 if I remember correctly euros more euros less but not less than 190 until the scam happened to cancel my winnings to take me to the home and to restart with the balance of 34 I had when I had finished playing the buffalo I'm not making anything up and they can't do as they like that when I lose everything is fine but when I win it doesn't suit them and no it doesn't work so then they didn't even give me the welcome bonus really I was treated like a fish in the face however, besides the history of the bets, I asked for the messages because when they stole my balance I sent a lot of emails saying that my winnings had been taken away and that two hours of play with relative winnings did not appear in the history of the bets, which proves that there are two hours of hole and that I haven't invented anything anyway after several emails they have absolutely not deigned to answer me w so after a while I go back to the pirate sharky hoping it will bring me back up like this but it didn't go like this and they say that I i played and lost transparently ahahahah just making two hours of game disappear from my account a very strange thing and really i was amazed anyway one of the worst assistants za to customers I've ever seen

Thank you very much for the work that I remind you not for the money but for the mockery and I assure you that I am not making anything up thanks again

Hello Viterbo79 and thank you for all the information provided.

I would like to ask LevelUp Casino to join us and help us resolve the player's issue.

Dear Viterbo79 and Casino Guru Team,

To start with, we sincerely regret to hear that you faced difficulties at our casino. We totally understand your frustration, but we do not modify the gaming history collected by the system. Our team is always loyal to our players and does its utmost to provide users with a pleasant experience.

Moreover, we would like to inform you that as soon as we gathered all information, we transferred all these bets to the player as a confirmation that there was no trace of a sudden deduction of funds. In addition, we noticed that there was a time gap while playing a game, namely Pirate Sharky, which can indicate that there wasn't any bet on real funds at that time.  

Please note, that our casino offers two different versions of the game – demo and real money versions. Demo slot machine is developed just like the regular one. The primary difference is that it doesn’t allow real-money betting. This version enables the player to test their luck without risking anything. Most of the available demo slots come with the same symbols and paylines as the real money version. Such bets display neither in our system nor in the gaming history of the player's account. We kindly ask you to ensure you haven't used this mode. 

In conclusion, the player hasn't provided us with a screenshot or details of the bet, so we could check and transfer it further. In order to check the particular bet, the player should indicate the name of a game, balance before and after the bet, bet amount, and time of the bet.

We would like to point out that if there is any issue you are facing, our support team works round the clock to provide help any time of the day. We are always ready to give a hand.

May good luck and fortune always be on your side!

Warmest regards,

LevelUp Casino Team

I have been playing for years but the playful excuse in demo doesn't hold up I started with real money if I started with demo I would have started with a budget of at least 1000 while I played very low and my budget was very low I played at most between 0.20 and 0.60 lo I know very well when you play demo it's not that I've been playing for 1 day but for years that game was doing all this for a measly 190 euros which I would certainly have replayed and in fact having no imagination to do all this when I sent dozens of emails seeing your indifference to answer I waited a bit and then I hoped that by playing on the same machine that seemed good to me I would get back up but nothing even the welcome bonus you didn't calculate but I didn't care about that even if it was the first one but it's a gift so don't problems can arise while the money I put in is not and it's a matter of principle because you didn't calculate me ok

No you casinoguru who are really good at helping us because sometimes they trample you they make the laws it depends how they wake up and it's not good I have always had an impeccable behavior in fact I'm sorry to make these complaints if I could I wouldn't have done it but I feel teased and if they had answered me immediately maybe we weren't so ok thanks for everything

Then the screenshots how could I take them if I knew it was like this I would have done it but in two hours of play I would have done more than 2000 screenshots but then I didn't do it because there is a story and if I need it I'll go there this is the first time okay thanks

I saw that you wanted to know the beginning and the end of my play pirate sharkly mysteriously disappeared I started with a balance of 34 after playing it seems to me like a buffalo and when the game took me and excluded my play precisely I should have been on a balance of 194 and the time was certainly 20 minutes before I started playing again, i.e. around 12.40 because I wanted to wait for assistance but logically I can't remember exactly because when playing you don't always look at the balance and the time after thousands of spin ok thanks let's hope the casino recognizes the error

A greeting

Is it possible to forward the betting history to nikolas.b@casino.guru for further review?

Sure for me it's not a problem I sent them to you the history is in the box above

Dear Casino Guru Team,

Thank you for looking into this case!

As it was requested, the document has already been sent to you by e-mail.

Dear Viterbo79, we appreciate your public statement, and we regret to hear that you faced difficulties at our casino. However, we would like to assure you that, in this case, we actually acted accordingly to the displayed betting history, and our support team is always ready to give you a hand!

Wholeheartedly wishing you that luck will always be with you! 

Hope for your understanding!

Kind regards,

LevelUp Casino Team

Dear Viterbo79,

Based on all the collected evidence so far, we have no other option but to believe that the bonus rounds missing from your betting history were demo games. If there isn't any concrete evidence from your part showing that the balance really disappeared, we must conclude that the betting history received from the casino is correct.

From now on I can only recommend to try to contact the game provider or the licensing authorities of the casino as they might have an access to the game logs if you find them altered somehow by the casino.

As the casino provided relevant evidence, we will be forced to close the complaint.

Is there anything else we can assist you with?

No, I have to say that you have now decided and okay I can say goodbye

The complaint will be now closed based on the above described situation.