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Dear Support Team,

I am contacting you regarding the cancellation of my winnings in my account.

I made a deposit of €150 and used the 50% bonus. I have fully met the corresponding bonus conditions. In particular, I have:

the sales conditions have been fully implemented

The maximum permissible stake of €5 per game round was adhered to at all times.

No prohibited strategies or impermissible methods were used.

Despite complying with all applicable rules, my winnings were completely removed.

I hereby request that you provide me with a clear and detailed explanation, specifying the exact rule that I am alleged to have violated.

If no plausible explanation is provided, I will be forced to take further steps, including filing a complaint with the relevant authorities and initiating a chargeback procedure through my payment provider.

I request a swift clarification and restoration of my rightful balance.

Best regards

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Sehr geehrtes Support-Team,

ich wende mich an Sie bezüglich der Streichung meines Gewinns auf meinem Konto.

Ich habe eine Einzahlung in Höhe von 150 € vorgenommen und den 50 % Bonus genutzt. Die entsprechenden Bonusbedingungen habe ich vollständig erfüllt. Insbesondere habe ich:

die Umsatzbedingungen vollständig umgesetzt,

den maximal zulässigen Einsatz von 5 € pro Spielrunde jederzeit eingehalten,

keine verbotenen Strategien oder unzulässigen Methoden verwendet.

Trotz der Einhaltung aller geltenden Regeln wurde mein Gewinn vollständig entfernt.

Ich fordere Sie hiermit auf, mir eine klare und detaillierte Begründung unter Angabe der konkreten Regel zu geben, gegen die ich angeblich verstoßen haben soll.

Sollte keine nachvollziehbare Begründung erfolgen, sehe ich mich gezwungen, weitere Schritte einzuleiten, einschließlich einer Beschwerde bei zuständigen Stellen sowie der Einleitung eines Chargeback-Verfahrens über meinen Zahlungsanbieter.

Ich bitte um eine schnelle Klärung und Wiederherstellung meines rechtmäßigen Guthabens.

Mit freundlichen Grüßen

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Dear Geourg,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LevelUp Casino.

Please allow me to ask you a few questions so I can better understand the situation:

• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Petra