LevelUp Casino, Lucky Elf Casino Support and Complaints Thread

Please private message me your casino username and the casino rep will be notified. 

Dear Paddy,

Thank you very much for taking your time to post your review. Every comment that we receive is highly appreciated!

Let us begin by congratulating you on your winnings! Furthermore, we want to point out that your cooperation during the verification process is hugely valued. We are extremely happy to inform you that your cashout request was successfully processed by our Team. Now we kindly ask for your patience and understanding as a few banking days may pass before this transaction is successfully processed by a payment method that was used for withdrawal.

Also, we would like to ask our players that if someone has the same issue or need assistance with any questions, we will be glad to help. Just contact us via live chat or e-mail - [email protected]

We are available around the clock and will do our best!

Best regards,
LevelUp Casino Team

hello

I would like to ask the casino representative for help in verifying why my withdrawal is still pending and why it takes so long... the only response I get when I contact the chat is that I have to wait for the goodwill of the finance department to process the request...

could you help me with this please?

It's a small amount...I don't understand why I have to wait so long..

my username is:  gsilva88

thank you

Hi julino34i,

The casino rep will be notified. Keep an eye on this topic. 

Dear julino34i,

Thank you for posting a comment!

To begin with, we would like to tell you that the verification process is of huge importance, and we apologize to keep you waiting. It’s required only for security purposes.

Please be sure that we aim to process withdrawal requests as soon as possible. However, we kindly ask you to note that according to our terms and conditions, we reserve the right to check a player’s identity prior to processing payouts and can hold any pending withdrawals during that time. Therefore, we kindly ask you to wait. You will be informed via email as soon as possible.

If there is any question, our support team works round the clock to provide you only with qualified assistance.
We are grateful for your understanding and patience! Let the luck and fortune always be with you! :)

Kind regards,
LevelUp Casino team

Hi

I agree with the Casino policy however my account was verified two days ago

my opinion... Verification account should be done before any deposit to avoid delays and hassles like this

Dear julino34i,

Thank you for your reply!

Firstly, we would like to mention that our team is always loyal to our players and does utmost to provide users only with a pleasant experience. Moreover, please, note that the full KYC cannot be passed before deposits as all payment methods should be verified. Therefore, it is being requested upon withdrawal request.

Secondly, your case has been already considered by our team and the email with all information was sent to you. We kindly ask you to check your email box and feel free to contact our support team if there are any questions left.

Hope for your understanding and wish you all the best!

Kinds regards,
LevelUp Casino team

made my first deposit here enter the code for 1st deposit and didn't get any free spins or the bonus said that account was a duplicate. So I requested a refund which it says in the terms should be requested in the first 24 hours which was denied. They've given me bonuses in the past but now that I deposit I'm denied? 

Dear Brent,

Thank you for posting your feedback!

We want to tell you that our security department has discovered that there is a duplicate account attached to yours. According to our terms and conditions, all bonus offers are strictly limited to one per: person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.). We would like to point out the issue with the duplicate has been already resolved.

In addition, we want to remind you that if for any reason selected deposit bonus did not activate, the player must seek assistance for the customer support team before playing. If the selected deposit bonus wasn’t activated and the player spent some or all of the funds, the selected deposit bonus cannot be added manually. Therefore, it is the other reason why we could not have issued the bonus to your account.

Subsequently, in case of a deposit bonus is not added to your account, contact us immediately without placing any bets. Our support team works round the clock, so do not hesitate to contact us. We are always ready to hive you a hand.

We are grateful for your understanding and patience!

Kinds regards,
LevelUp Casino Team

Hi, the last few months I have been having problems topping up my account via piastrix in rubles. But everything works on a dollar account. Can you tell me if replenishment in rubles will work or not?

Hello Yakov,

The Casino Representative has been notified. Please keep an eye on this thread for updates.

Dear Yakov!

Thank you for your enquiry!
Our team would like to provide our players with the best service and we are extremely interested in solving any kind of issues which might occur. Let us shed the light on the situation that might have happened to you.

As a default, each payment account used for deposits in our casino is attached to a specific currency. Therefore, if a player uses a certain payment system account for USD deposits, they will be able to use it in RUB currency only after that payment account is detached from USD currency.
Please contact us at our email [email protected] with detailed description of the problem and we will try to solve your issues as quickly as possible.
We sincerely hope for your understanding and look forward to hearing from you directly.

Warmest Regards,
LevelUp Casino Team

Thank you very much, I will definitely write to you by mail about this

Hello Yakov!

Thank you for keeping in touch!

Will be waiting for you!

Kind Regards,
LevelUp Casino Team

Hello. I received a personal letter from the LevelUp casino with an offer of a no deposit bonus (free spins). Free spins have already been credited to the account, you do not need to enter a promo code. He won back the amount from free spins, put 3197 rubles on payment. But the amount was debited. I contacted the chat, in the chat they answered that "No deposit offers are not available for players from Russia." If they are not available, then why did you send me (a player from Russia) this personal no deposit bonus, I repeat personal, to my personal email box. I also asked the same question. In support, they referred to a technical error, a failure in the mailing list. It turns out that this can be easily attributed to a system failure.And it doesn't matter if it's a system failure or "conditions". Any personal message with this or that offer to the player is a guarantee of receiving this offer, regardless of the rules of the casino. Since the priority is the letter. The casino employee apologized, so compensate me for this apology. Pay me the full amount, especially the small amount equivalent to $55.

Hi cronos,

As we can see, the Casino has resolved your issue, with a compensation, right? Can we help you somehow?

Hello. I received a personal letter from the LevelUp casino with an offer of a no deposit bonus (free spins). Free spins have already been credited to the account, you do not need to enter a promo code. He won back the amount from free spins, put 3197 rubles on payment. But the amount was debited. I contacted the chat, in the chat they answered that "No deposit offers are not available for players from Russia." If they are not available, then why did you send me (a player from Russia) this personal no deposit bonus, I repeat personal, to my personal email box. I also asked the same question. In support, they referred to a technical error, a failure in the mailing list. It turns out that this can be easily attributed to a system failure.And it doesn't matter if it's a system failure or "conditions". Any personal message with this or that offer to the player is a guarantee of receiving this offer, regardless of the rules of the casino. Since the priority is the letter. The casino employee apologized, so compensate me for this apology. Pay me the full amount, especially the small amount equivalent to $55.

No, the casino did not solve the problem with compensation. The casino insistently claims that according to the rules, no deposit bonuses for players from Russia are not awarded. Then why did they give it to me?

Hi cronos,

Can you send us your Casino username via private message, and we will try to get in touch with the Casino Representative in order to resolve your concerns?

Casino LevelUp, says that "According to our T&C : "If the Casino mistakenly credits your Player Account with a bonus or winnings that do not belong to you, whether due to a technical issue, error in the paytables, human error or otherwise, the amount and/or the winnings from such bonus will remain the Casino property and will be deducted from your Player Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email "

Therefore, I also have the right to assert, under these rules, that all deposits made by me at LevelUp Casino were made by me by mistake. Rules must work both ways.

Hi cronos,

Thanks for sharing your credentials. We will ping Casino Representative in order to resolve your issue. Keep you posted.

Dear Cronos and LCB Team,

To begin with, we would like to apologize for the misunderstanding that occurred between us.  It is a matter of the greatest importance for us to ensure that our players are having a great time and lots of fun playing with us.

As our team appreciates our customers, we have carefully considered all provided information and decided to return funds to your gaming account. It’s already on your balance, just log in and check.

Moreover, please accept our sincere greetings on your winnings. We hope that luck will always be with you while playing with us.

Additionally, thank you very much for bringing to our attention the issues with promo emails. Our Team will do our best in order to prevent any inconveniences from happening in the future.

We wholeheartedly hope for your understanding and wish you all the best!

Best regards,
LevelUp Casino Team

Hi there LevelUp Casino Team, I am having ALOT of trouble getting myself verified due to a discrepancy between your system date, for which you received my deposit and the date that I sent it via Gigadat. I have confirmed with both my bank and Gigadat the date of the transfer but I cannot get verified to withdraw winnings due to this. I'm not really sure what I can possible do to provide any other information would really like some help

Hello jseto97,

Thanks for reaching out. Can you please send us your Casino Username via private message so we can get in touch with Casino Representative?

Hello jseto97,

Thanks for sharing your credentials. We have sent an email to Casino Representative in order to resolve your issue. We will get back to you once we get some update. Please keep us posted.

Dear Jseto97, 

We understand that the process of verification before the withdrawal is not always pleasant, and it can take some time, but be sure, that it’s required only for security purposes.

Taking into account the distinctive feature of information display from your bank, we are happy to confirm that all necessary documents were successfully approved and there is no need for additional ones at the moment. 

Moreover, we would like to point out that if there is no need for additional documents, we try to process the withdrawal as soon as possible. It is of utmost importance to us that the experience for our players is pleasant.

We want to apologize one more time for the inconvenience caused. Our team hope for your understanding, as we are interested that our players do not have any problems and all the visitors are satisfied.

We hope you continue playing with us! Wholeheartedly wishing you that luck will always be with you!

Best Regards,

LevelUp Casino Team

Hello Jseto97, 

As Casino Rep clarified this case as well, we will consider this complaint as Resolved. 

Hi, there. 

As I don't like airing dirty laundry in public, could someone please get me in touch with the casino rep for LevelUp? 

Thanks in advance!

Sandra

Hello Sandra Dack,

Could you please send us your credentials( username and email address)  via private message and we will notify Casino Rep about your issue and to tell him if it's possible to contact you via direct message or through the email.

Hello Sandra Dack,

Casino Rep got back to us and told that Casino will get in touch with you through the email regarding this issue. Hope you will find the best resolution for this case. 

With that being said, we will mark this case as Resolved.

Thanks for taking the time to try and help, Berkz, but this issue is absolutely not resolved. 

Their emailed response to me didn't address anything that I had mentioned regarding their Terms & Conditions. All they basically said was "this is how it is". 

The casino rep didn't even bother contact me to hear what I had to say. 

Hello Sandra Dack,

We will forward all of those pictures that you have provided us with to Casino Rep in hopes that you will get you more detailed clarification. Please keep you posted.

Thanks again, Berks.

I do feel like this is going to lead nowhere, however, as I've discovered that a player had a very similar situation occur earlier this year at a different Dama casino. 

The case went to arbitration and the casino stuck to its guns, stating that "free spins" includes the entire act of wagering - not just the spins themselves - and that winnings are capped at $50. 

No explanation as to why they have different terminology for a max cashout, and that's essentially what this is. It's kind of ridiculous to think that someone who may deposit $200 or more and decides to take this type of free spins bonus, could end up in a situation where theym max amount they'll be allowed to win, is only $50. 

I can win - and cashout - more than that with some no deposit bonuses at other casinos. 

Hey Sandra Dack,

Casino Rep will reply to your post, and told us that you've been emailed by Support agent about your issues. We are not getting any detailed information regarding this matter so this is all we can do, to refer Casino Rep to you in order to find the best resolution.

Hope it will be resolved as soon as possible. Happy Holidays!

Dear Sandra Dack and LCB Team, 

To begin with, we have reviewed all the conversations with you, and let us clarify them. Our representative contacted you explaining our bonus policy and the difference between maximum winning from free spins and after wagering of its winning. 

The winning from the deposit free spins on the first stage (when you are just using your free spins)  is unlimited. It can be limited if it's from no-deposit free spins, and it is usually called a maximum bonus amount to avoid confusing our players. You can see how it stated in our no-deposit policy on the website - https://prnt.sc/gjTudInoFakl

After playing with free spins, players have to wager their winnings from the free spins before they can withdraw their money. For example, if you win $20 and the casino requires you to wager it x40 during free spins, you will need to wager $800 in that slot machine. At this stage, we have a limitation of a maximum win that can be applied after wagering. Our terms and conditions state that it's 50 EUR  - https://prnt.sc/ZzMwHCYgvZYr

That is what happened in your case. Our system subtracted the exceeding winning amount after the bonus wagering was finished. 

The maximum winning and maximum cashout terms limit the maximum winning after wagering and maximum cashout if you wish to withdraw your funds, but it does not determine how much you can win from free spins. 

Therefore, we would like to assure you that our team acts according to the rules of the casino, the bonus policy in particular. 

We hope for your understanding, as we are interested that our players do not have any problems and all the visitors are satisfied. 

 Wholeheartedly wishing you that luck will always be with you! 

Best Regards,
LevelUp Casino Team

I'm not sure why that's formatted like that, but it makes me look pretty dumb. I can't even fix it. 

Dear Sandra Dack and LCB Team, 

Thank you for a response!

"The winnings obtained using the bonus balance will become available for withdrawal only after meeting the wagering requirement rules." This rule means that you cannot withdraw funds if the wagering is not met, and it's still bonus funds. 

Then, a maximum cashout is the limit set by the policy regarding our bonuses. This means that if you want to claim a €500 bonus winning, but in the terms and conditions it's stated that winnings are capped at €450, you will be able to cash out only €450, the rest of €50 being voided. 

Each bonus can have different conditions and limitations. However, please note that if the specified promo has only maximum winning, players can play on bonus winning ( after wagering is met), increase their winning, and withdraw everything they won. Nevertheless, if the bonus also has a maximum cashout limitation, it's possible to receive only funds that do not exceed this limitation. In this case, the exceeding amount will be voided twice, after wagering requirements are met and upon cashout request, if the bonus winning was increased in slots. 

Moreover, on a deposit of 20 CAD, you received a 100% match bonus with unlimited winning/cashout and three packs of 50 FS with the opportunity to get a maximum of 50 CAD from each. That's quite good conditions. 

Our team hope for your understanding, as we are interested that our players do not have any problems and all the visitors are satisfied.

Wholeheartedly wishing you that luck will always be with you!

Best Regards,

LevelUp Casino Team

hello

i am very disappointed with ''level up casino'' and i have never been so mistreated by a casino in this way...

they asked me tons of documents always claiming that something was missing and then they asked me to make a deposit and bet 3 times, after much difficulty and when everything was resolved..they canceled and confiscated my withdrawal claiming that my IP had been used to request another bonus...

Here in my house, only me and my 9 year old daughter live, I only have a notebook and my daughter has her cell phone, how could someone have played using my IP address???

they spent the whole weekend refusing my payment asking for a selfie holding documents, claiming the photo wasn't good, asking for deposits.. why didn't they cancel my bonus before putting me through this whole process, if they suspected me?

please..if i will not be paid please return my deposits

username: castaro400
casino: level up

Hello fernanda34i,

Thanks for reaching out to us. We will notify Casino Representative regarding this matter in order to help you. Please keep an eye on this thread.

the casino had a mean attitude towards me, I spent my time sending documents that I now see were totally not necessary, only the selfie I had to send 3 times because they said the image was not good... when everything was approved they asked me to bet 3x my deposits and after doing that they confiscated my money saying that a second bonus was detected through my IP

I have a clear conscience and I can say that casino were dishonest.

the casino didn't play fair with me they know that.. if there was something wrong with my money they would have caught it at first but really they just wanted me to make a deposit for profit i think they do that to a lot of..  they confiscated my money at least return my deposit.

I'm extremely indignant because I didn't do anything wrong and my conscience is clear.. however the ""level up"" played dirty with me..

Dear Fernanda34i and LCB Team, 

To start with, we sincerely regret to hear that you faced difficulties in our casino. Our team strives to provide excellent customer service, therefore please accept our sincere apologies for any inconvenience caused. We work on improving the quality of service day in and day out, and we value every one of our customers.

We understand that the withdrawal process is not always pleasant, and it can take some time. However, we would like to assure you that our team acts according to the rules of the casino, the withdrawal and bonus policy in particular. Each player should be acquainted with the information of terms and conditions of the casino before accepting them while registering.  

The rule of our BONUS TERMS & CONDITIONS (12. No deposit bonuses) states that in order to withdraw the winnings from no deposit free spins, the player must be verified via KYC procedure and have at least one deposit wagered 3 times.

Moreover, if such a need occurs, the Casino reserves the right to check a player’s identity prior to processing payouts and can hold any pending withdrawals during that time. In some cases, we can request a selfie with an ID and a special sign.

Afterward, during the check-up, our security team discovered a duplicate account with the same no-deposit bonus attached to the player's account. It means that more than one account created\used with the same IP address, device or browser. According to our bonus policy, all bonus offers are strictly limited to one per: person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.). We have the right to revoke any bonuses and winnings, as well as to confiscate all the money in the account if it has been obtained in violation of this rule.

Our team hope for your understanding, as we are interested that our players do not have any problems and all the visitors are satisfied. 

Wholeheartedly wishing you that luck will always be with you! 

Best Regards,
LevelUp Casino Team

hello

you are completely mistaken.. there is no duplicate account and I have a clear conscience in writing this... for me all this is just a trick..

i think you should check this again.. i think they are confusing it with the account i have at lucky elf casino...

after opening an account in ""lucky elf"" i opened an account in""  level up"" on the same day..

Hello fernanda34i,

We will forward your concerns to Casino Rep in order to get a proper reply. Keep you posted.

Hello MoneyJamPartners

I don't have a duplicate account at level up casino, how can you say that without presenting evidence?

I have a clear conscience because I know that I don't have a duplicate account, you are committing an injustice by confiscating my winnings..

Why didn't they say I had a duplicate account when I made my deposit? they know perfectly well that none of that exists.. there are no two accounts..

hi berks.. replied your message

Hello fernanda34i,

We will additionally inquire about this situation with Casino Rep. Please keep an eye on this thread.

Dear Fernanda34i and LCB Team,

We are concerned that you are unsatisfied with our service and would like to apologize for the inconvenience caused.

The duplicate account was detected in LevelUp casino. It cannot be connected to LuckyElf in any way, as it's an independent project. Please note, authentication is made via your e-mail address, IP-address, home address, telephone number, and account in a payment system. 

We have considered all your comments and agree that there was a delay in detecting the duplicate account. In order to avoid such cases in the future, we will monitor such situations with the utmost care.

As our team appreciates our customers, we have carefully considered all provided information and decided to return deposit to your gaming account. It’s already on your balance, just log in and check. If you wish to withdraw funds, we kindly ask you to contact our support team via [email protected] for guidance. 

Best regards,
LevelUp Casino Team

Hello

Thanks...

Hello fernanda34i,

As Casino Rep clarified this issue we will close this complaint and mark it as Resolved.