LevelUp Casino - The player's withdrawal is delayed.

Levelup casino says that the payment has been made already and they said it was paid on the 24th of may and last Monday I got an email saying payment is on the way but they won't do anything about it they keep saying it's been paid on our end and they try to ignore it when I tell them I have screenshots of the emails saying they paid it on the 24th of may telling me to check my bank ect and when I check with gigadat etransfer status with there reference number it says invalid

Hello Juliap1987,

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?

Looking forward to your answer.

Regards,

Nick

I've been fully verified for a long time i dont think the money was bonus but I had made a withdraw before from the same cash. They are in contact with me and they just say they paid it. But I have emails from the 24th and the Monday just before the 24th stating my payment was on the way and then customer service said they paid it on the 24th. They want me to show them financial things but they won't even give me a confirmation number for the transaction from the 24th

Dear Juliap1987 and Casino Guru team,

We appreciate you taking the time and posting a review about LevelUp Casino.

Every comment we receive is highly appreciated as it helps us better understand the problems players face so that we may take action and prevent those problematic issues from reoccurring.

Let us begin by congratulating you on your winnings. Furthermore, we are delighted to inform you that our Team successfully processed your cashout request.

However, we would like to shed light on the situation that occurred. To start with, we want to inform that we have contacted the payment provider, and they have confirmed that transaction processing time may differ, and sometimes there is a delay.

Please be informed that our finance department approved the cashout on May 24. This information can be found in your playing account’s WALLET tab – TRANSACTION HISTORY.

Moreover, the payment provider, Interac, confirmed that the transaction was processed longer than expected and was divided into three payments. It may have been a delayed auto-deposit and late completion reporting through Interac, in which case the transaction may have appeared on their banking records as far back as May 2nd/3rd (relative to their timezone).

Therefore, dear Juliap1987, we ask you to contact Gigadat support to receive information about the withdrawal and provide them with the reference numbers we sent you. After that, the support team of the payment provider can check whether your payment was successful since it was processed in three separate transactions. You should have received three e-Transfer deposits of 500.00 CAD each since May 2.

Your patience and understanding are much appreciated.

Looking forward to hearing from you soon!

Kind regards,

LevelUp Casino Team

I did not receive 3 payment s of 500 the reference numbers are invalid when checked on gigadat website

Also my transaction record shows no 500 payment

I have sent them bank statements showing no transactions from the 19th of may till the 30th of May to prove I did not receive anything from them not 1 payment of 1500 or 3 payments of 500 like they are trying to claim now

Dear LevelUp Casino,

Is it possible to provide any kind of evidence that the payment has been made?

Dear Juliap1987,

Can you please also forward the evidence that the money did not arrive to your account yet?

Please both forward it to nikolas.b@casino.guru.

I would rather not send my bank statement to you guys. They are asking me for a statement now from the 3rd of May till today and I'm not willing to do this because they are demanding it be pdf and I won't do that. I've told them I would send a screen shot of the statement and they said not good enough

They are asking that I give them my whole month statement well from the 3rd on but they have said they paid it on the 24th of may

Hello Juliap1987,

We have received a clear evidence from the casino that the withdrawal has been processed. As you did not provide the bank statement (it is of course your decision whether you want to share it or not), we believe that the casino processed the payout. Please understand that without an actual evidence from you we must believe the casino as they did provide it.

Can you please advise if there's been any movement regarding your payout? Is there anything else we could support you with as otherwise we will be forced to close the complaint as the casino proved the payout.

There hasn't been any movement I'll send my bank statement from the third to then end of the month but I'm blacking out the 1st and 2nd of May and all the information not need to be shared if that works

They have been you evidence that the payment was paid out on the 24th of may

Hello Juliap1987,

Feel free to black out any part you do not wish to share but we need to see an evidence of the missing payment otherwise we have to assume that the casino paid out the money. Please forward it to nikolas.b@casino.guru.

Ok what do you need to see as proof I have emails etc from them saying they paid it out on the 24th of May. But I didn't get anything from them also the Monday before the 24th I got an email saying my payment is on the way and still nothing came And didn't they say I should have 3 500$ payments. I think they are trying to say anything to not pay. Also why would I need to show them transactions before that day if they didn't pay it till the 24th didn't really make sense to me

Also why can't I see there responses to this feed

So they are looking to see if I have 3 500 payments since the 3rd of May is that correct

Hello Juliap1987,

The casino claimed that you should have received 3x 500€ since May 3rd that's why it is important to see the whole history.

Please forward it to nikolas.b@casino.guru.

Ok I sent you from the 2nd to the end of May I still don't have my June statement

I'll send it if you need it when I get it

Hello Juliap1987,

Still waiting for the e-mail from you with the bank statement. Can you please advise when can I expect it from you?

Ok I'm sending June. This process is starting to get long winded so I'm not going to black stuff out I hope I can trust my information is safe with you.

Hello Juliap1987,

I can understand that it might seem long but we have to check the relevant proofs form both parties and as the casino has confirmed the payout, we need to be sure that no such amount arrived to you. We still did not receive the e-mail form you with the payments from June.

Please be sure to forward it as soon as possible as the complaint will be closed if there won't be any process within a week.

Regards,

Nick

I sent it to your email a week ago

I've resent my June statement how you find it this time

We are currently having proof from both parties and that - payment confirmation from the casino and the bank statement of the player showing that no such amount arrived from the casino.

I would like to ask LevelUp Casino if they could check at their payment provider if the payment went through for sure and if they could provide a reference number by which the player could also contact his payment provider to find out what might have happen to the payment as it currently seems that the issues occurred at the payment providers.

Dear Juliap1987 and Casino Guru team,

Thank you for contacting us regarding the matter! Our casino values every player’s feedback because it helps us improve our service.

The payment provider, Interac, confirmed the transaction was delayed and divided into three payments because it was processed longer than expected. As a result, Juliap1987, we would like to ask you to contact Gigadat support so that they may provide you with information about your withdrawal, along with the reference numbers we have already provided.

In this case, the transaction may appear on their banking records as far back as May 2nd/3rd (relative to their time zones) due to a late auto-deposit and late completion reporting.

At this point, the payment provider’s support team can verify whether your payment was successful since it was divided into three transactions. You should have received three e-Transfer deposits of 500.00 CAD each since May 2.

Further, if you have lost the reference numbers we have already sent you, please get in touch with our support team.

Please accept our sincere thanks for your patience and understanding. Thank you for your time, and we look forward to hearing from you!

Kind regards,

LevelUp Casino Team

I sent my bank statement to casino guru showing I did not receive 3 payments of 500 so not sure what happened but I still would like to get my money

Gigadat says I have not received 3 500$ payments from levels casino

Dear Juliap1987,

Additional request was forwarded to your e-mail address. Please try to send it as soon as possible to clarify the payments.

Regards,

Nick

Dear Juliap1987,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Based on the e-mail communication between casino.guru and the player, the complaint will be now closed as rejected as the player failed to provide the requested evidence and cooperate in order to resolve the complaint.

Best regards,

Nick