Home Complaints LevelUp Casino - The player struggles to withdraw his balance.

LevelUp Casino - The player struggles to withdraw his balance.

Amount: A$2,000

LevelUp Casino
Very good reputation
Submitted: 29 Aug 2022 | Case closed : 26 Oct 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 month ago

The player struggles to withdraw his balance due ongoing verification. Although it seems as though this issue has been resolved, the complaint was rejected because the player didn't respond to our messages and questions.

Public
3 months ago

I want to withdraw the money.

Did drivers lic. Front and back.

Key card. Front and back.

Electric acc. With address

Bank statment with address

Screen shot of on line statment with bsb and acc showing the deposits $40/$40

Even put in a govenment papper with address. I would like to know what else i need to do. Have given some files max allowed

Public
3 months ago

Hello Kaylene,

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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Public
3 months ago

Not sure which docs. But some came up with green tick with a red x. And some just had a red x.but will try to resumit all doc again this afternoon

Public
2 months ago

Hello Kaylene,

Can you please advise if the re-upload helped anything? Didn't the casino clarify which documents were rejected and which not?

Public
2 months ago

Did everything all over again and still rejected.

Get very frustrated with it all. If i knew what was wrong i could fix it. All im thinking is that this is a scam and i should just play to lose and close account

Public
2 months ago

Thank you Kaylene for the update. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Public
2 months ago

Hi Kaylene,

I've just reviewed your case and fully understand your concerns. I'll try my best to help you by contacting the casino.


Dear LevelUp Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Can you please share more information regarding the player's issue? Are there any specific reasons for the player's account not being verified yet?

Hope to hear from you soon!

Regards,

Natalia

Public
2 months ago

Dear Kaylene and Casino Guru Team,

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

We would like to shed the light on the situation that occurred. To start with, we want to point out that the player uploaded almost all required documents for withdrawal, which were approved. Our team congratulates the player on it!

However, there is still a need to upload a photo of both sides of a bank card that was used for deposits for a successful withdrawal.

Moreover, we would like to draw your attention to the fact that the last cashout request was declined, as the information in the uploaded bank statement and in the withdrawal request doesn’t match. Our finance department checked all bank details carefully and only if all the data are correct, they can approve a withdrawal. It’s our primary goal to make sure that the funds will be transferred to the appropriate player’s bank account. 

Additionally, right after cancellation, we sent a clarification letter to the player with the recommendation to pay attention and enter all the data correctly while making the withdrawal. The data in the statement and the data in the withdrawal request must match. Otherwise, the player should upload another bank statement with the appropriate clearing number (BSB code), account number, and beneficiary name. As soon as all essential details are entered correctly and the document is uploaded, our team will be glad to process the withdrawal request. 

We sincerely regret to hear that the player faced difficulties with the withdrawal process at our casino, and we kindly ask you to contact our support team for guidance. We are ready to provide the player with all the necessary information to simplify issues with the withdrawal process. 

We are sorry for any inconvenience caused and hope for your understanding!

Looking forward to hearing from you soon!

All the best, 

LevelUp Casino Team

Edited
Public
2 months ago

Dear LevelUp Casino team, thank you very much for the quick and informative reply.


Dear Kaylene, as you can see, the casino informed us that they still need some more documents from you to fully verify your account. Would you please try to upload a photo of both sides of your bank card that you used to deposit, as per the casino's request?

Please, let us know when you do so and we'll if your withdrawal request will be finally processed.

Kind regards,

Natalia

Public
2 months ago

Dear Kaylene,

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.

Public
2 months ago

Additional comment from the player:

I read the response from level up and understand. But have been advised by my bank my account has been hacked and they are closing it down. Since now i must use an account that i did not open with what happens now
Public
1 month ago

Dear LevelUp Casino could you please the last message we received from the player? Kaylene said her bank account was being closed by her bank. Are there any possible alternatives that the player can do to undergo verification?

Public
1 month ago

Dear Kaylene and Casino Guru Team,

Taking into consideration the fact that you have informed us that there is no way you can provide us with a photo of your bank card, we kindly ask you to provide us with a bank statement in a PDF format where we can see the account holder's name with the transaction in our casino. We highly recommend you contact the customer service of your bank. They may help you to get the required document even if the bank account is closed.

 Our team truly appreciates your cooperation!

Kind regards,

LevelUp Casino Team


Edited
Public
1 month ago

Thank you, LevelUp Casino Team.


Dear Kaylene, as per the casino's reply, could you please provide them with the bank statement in PDF format? Please, let us know if you can get such a document from your bank and send it to the casino. Your cooperation would be much appreciated 🙂

Regards,

Natalia

Public
1 month ago

Dear Kaylene, we're extending the timer for 7 more days for you. If there's no reply from you during the set time frame, unfortunately, we'll be forced to reject your complaint.

Regards,

Natalia

Public
1 month ago

Greetings All

I'm Michal and I have taken over this complaint. I have reviewed this case and would like to reset the timer for additional 7 days to give the player extra time to provide the required documents LevelUp Casino Team has asked for.

Although we would like to see this complaint to be resolved, please bear in mind Kaylene, If there's no reply from you during the set time frame, unfortunately, we'll be forced to reject your complaint.


Public
1 month ago

Dear Kaylene,

as we haven't had a further response from you we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

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