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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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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

Dear Petra,

Thank you very much for your message and your support.

I will gladly answer your questions:

No, I was never informed that the bonus conditions would continue to apply even after the wagering requirements had been met.

My account balance wasn't clearly and transparently divided into real money and bonus credit. It wasn't readily apparent.

As I understood it, the balance after playing was not clearly displayed as bonus credit. It wasn't apparent to me that it was still bonus money.

Additionally, I would like to emphasize the following:

I have screenshots from the bonus page that clearly show:

Only a 50% bonus was displayed.

with x25 wagering requirements and a €150 minimum deposit,

without specifying a bonus name (e.g., "Highroller Reload"),

and without any profit limit or additional restrictions.

I have complied with all visible conditions.

Only after I won did the casino inform me that different conditions would apply, which had not been clearly displayed beforehand.

This is incomprehensible to me, as all relevant bonus conditions should be clearly and fully visible before activation.

Thank you very much for your assistance in resolving this case.

Best regards

George

Liebe Petra,

vielen Dank für Ihre Nachricht und Ihre Unterstützung.

Gerne beantworte ich Ihre Fragen:

Nein, ich wurde zu keinem Zeitpunkt darüber informiert, dass die Bonusbedingungen auch nach Erfüllung der Umsatzbedingungen weiterhin gelten.

Mein Kontostand war für mich nicht klar und transparent in Echtgeld und Bonusguthaben aufgeteilt. Es war nicht eindeutig ersichtlich.

Nach meinem Verständnis wurde das Guthaben nach dem Spielen nicht klar als Bonusguthaben angezeigt. Es war für mich nicht ersichtlich, dass es sich weiterhin um Bonusgeld handelt.

Zusätzlich möchte ich Folgendes betonen:

Ich habe Screenshots von der Bonusseite, auf denen klar zu sehen ist:

Es wurde nur ein 50 % Bonus angezeigt,

mit x25 Umsatzbedingungen und 150 € Mindesteinzahlung,

ohne Angabe eines Bonusnamens (z. B. „Highroller Reload"),

und ohne jegliches Gewinnlimit oder zusätzliche Einschränkungen.

Ich habe alle sichtbaren Bedingungen eingehalten.

Erst nachdem ich gewonnen habe, wurde mir vom Casino mitgeteilt, dass andere Bedingungen gelten sollen, die vorher nicht transparent angezeigt wurden.

Für mich ist dies nicht nachvollziehbar, da alle relevanten Bonusbedingungen vor der Aktivierung klar und vollständig sichtbar sein sollten.

Vielen Dank für Ihre Unterstützung bei der Klärung dieses Falls.

Mit freundlichen Grüßen

Geourg

Hello Geourg,

Thank you for your reply and for providing the previous details.

• Could you please clarify the specific bonus terms and conditions you were following? Was there a maximum cashout limit associated with the bonus, and were you properly informed about it?
• We would also appreciate it if you could provide any screenshots or documentation related to your deposits and winnings.
• Furthermore, could you share any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all relevant documents to: petra.h@casino.guru

or upload your screenshots directly to the thread.

Thank you once again for your cooperation.

Dear Petra,

Thank you for your message.

I will gladly explain the bonus conditions that were visible to me and which I complied with:

The following conditions were displayed to me at the time of my deposit:

50% bonus,

Sales requirement of x25,

Minimum deposit of €150.

Further conditions, in particular:

a bonus name (e.g. "Highroller Reload"),

a maximum payout limit,

or additional restrictions

They were not displayed to me and were not visible to me.

At no point was I informed that there was a winnings limit or other special bonus rules that were applied retroactively.

I have fully complied with all conditions that were visible to me.

Additionally, I have attached screenshots of the bonus page and my communication with the casino, which show that:

no bonus name was displayed

No profit limit was specified.

I will send you all available screenshots and chat histories for further review via email.

Thank you for your support.

Best regards

George

iebe Petra,

vielen Dank für Ihre Nachricht.

Gerne erläutere ich die Bonusbedingungen, die für mich sichtbar waren und die ich eingehalten habe:

Zum Zeitpunkt meiner Einzahlung wurden mir folgende Bedingungen angezeigt:

50 % Bonus,

Umsatzanforderung von x25,

Mindesteinzahlung von 150 €.

Weitere Bedingungen, insbesondere:

ein Bonusname (z. B. „Highroller Reload"),

ein maximales Auszahlungslimit,

oder zusätzliche Einschränkungen,

wurden mir nicht angezeigt und waren für mich nicht ersichtlich.

Ich wurde zu keinem Zeitpunkt darüber informiert, dass es ein Gewinnlimit oder andere spezielle Bonusregeln gibt, die nachträglich angewendet wurden.

Ich habe alle für mich sichtbaren Bedingungen vollständig eingehalten.

Zusätzlich habe ich Screenshots der Bonusseite sowie meiner Kommunikation mit dem Casino beigefügt, aus denen hervorgeht, dass:

kein Bonusname angezeigt wurde,

kein Gewinnlimit angegeben war.

Ich sende Ihnen alle verfügbaren Screenshots und Chatverläufe zur weiteren Prüfung per E-Mail.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Geourg

Hello Petra,

I wanted to politely inquire whether there is already an update regarding my case.

Thank you for your support.

Best regards

George

Hallo Petra,

ich wollte freundlich nachfragen, ob es bereits ein Update zu meinem Fall gibt.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Geourg

Thank you for reply.

• Could you please confirm the exact amount of winnings that were confiscated and the amount you attempted to withdraw?
• At what point exactly were your winnings removed — before or after you submitted a withdrawal request?
• Could you provide a full timeline of events (deposit, bonus activation, wagering completion, withdrawal request, and confiscation)?
• Did your balance ever switch from ‘bonus’ to ‘real money’ after completing wagering, or did it remain unchanged?

Once I have these details confirmed, I will forward your case to our resolver for further assessment.

Thank you for your cooperation.

Dear Geourg

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Geourg,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from LevelUp Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear LevelUp Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Geourg and Casino Guru Team,

Thank you for your detailed message and for sharing your concerns regarding the applied bonus conditions and the balance adjustment on your account.

First of all, we would like to clarify that our casino always operates strictly in accordance with the applicable Terms & Conditions and Bonus Policy. All bonuses, wagering requirements, and payout limitations are processed automatically by the system according to the established promotional rules.

We can see that you provided screenshots from your bonus section, where players are able to check the short summary of the active bonus conditions as well as the current status of the bonus itself.

At the same time, all detailed bonus rules are always available in the Promo section of the website: https://levelupcasino23.com/en-AU/promotions

Players can open the corresponding promotion and review the full Terms and Conditions by clicking the "Terms and Conditions" section of the specific offer:

Additionally, all general bonus rules are publicly available in the Bonus Terms & Conditions section: https://levelupcasino23.com/en-AU/bonus-terms-and-conditions

We would also like to refer to the following clause from our general Terms and Conditions: https://levelupcasino23.com/en-AU/terms-and-conditions

"1.2. Before using the website, please read Terms and Conditions carefully. By utilizing the website, you acknowledge and agree to be bound by the Terms and Conditions, as well as all applicable website policies."

Before making deposits or activating bonuses, we strongly encourage all players to review the applicable promotional rules and website policies carefully. Additionally, our Support Team is available 24/7 and players are always welcome to contact us for any clarification regarding bonus mechanics or restrictions before activating an offer.

After reviewing your account activity, we can confirm the following:

• You deposited 150 EUR.

• You activated the promotional offer using the promo code HIGHROLLER.

• You successfully received a 75 EUR bonus, which corresponds to the advertised 50% match bonus.

Regarding the bonus mechanics, we would also like to draw your attention to the following publicly available rules from the Bonus Terms & Conditions: https://levelupcasino23.com/en-AU/bonus-terms-and-conditions

"When having funds in both real and bonus balances, real money will be used first, followed by the bonus balance. As soon as the bonus money is used, the bonus is removed."

and

"Winnings obtained using the bonus balance will become available for withdrawal only after meeting the wagering requirement rules."

As per the bonus conditions, the received 75 EUR bonus carried a wagering requirement of x25, meaning the required wagering amount was 1,875 EUR in total.

We can confirm that you successfully completed the wagering requirements. Once the wagering was completed, the system automatically applied the maximum winnings limitation associated with this specific promotion.

The relevant rule for this promotion states: "The maximum win from a cash bonus is limited to x3 the bonus amount."

This condition is included within the promotional Terms & Conditions of the HIGHROLLER bonus.

At the moment the wagering was completed, your total balance was 1,245.25 EUR. Since the maximum winnings from the bonus were limited according to the applicable rule, the system automatically adjusted the balance accordingly.

As your received bonus amount was 75 EUR, the maximum permitted winnings from the bonus were calculated as follows:

75 EUR × 3 = 225 EUR

The final remaining balance consisted of your original deposit amount together with the maximum permitted winnings from the activated bonus.

For this reason, after the wagering completion and automatic adjustment, the remaining balance on your account was 375.01 EUR.

Therefore, we can confirm that the balance adjustment was applied according to the valid promotional Terms & Conditions associated with the HIGHROLLER bonus and was not applied retroactively.

We hope this explanation clarifies the situation. Should you require any additional information or clarification regarding the applied bonus rules, please feel free to contact us at any time.

Best regards,

LevelUp Casino Team

Dear Samuel,

Thank you very much for the casino's reply.

I would like to point out that the screenshots submitted by the casino do not match the actual screenshots that were displayed to me when I made my deposit.

My screen only displayed the following information:

50% deposit bonus up to €750

x25 Sales conditions

Minimum deposit €150

once a week

The following were not displayed:

the name of the bonus ("Highroller Reload")

the promo code "HIGHROLLER"

a maximum win limit of 3x the bonus amount

I have already sent you screenshots of the bonus page. These clearly show that this important information was not visible there.

The casino is now citing bonus terms and conditions linked to a bonus name that wasn't displayed to me before I made the deposit. Without knowing the bonus name, I couldn't understand what specific conditions supposedly applied.

In my opinion, the maximum winnings limit was not clearly and transparently disclosed. Only after I had fully met the wagering requirements and generated winnings was I informed in the live chat that a winnings limit applied to this bonus.

Furthermore, the casino presented screenshots from a different page that do not match the screen I actually saw before making my deposit.

I therefore ask you to check whether this essential condition was clearly and unambiguously displayed to the player before accepting the bonus.

Thank you for your support.

Best regards

George Sanada

Lieber Samuel,

vielen Dank für die Antwort des Casinos.

Ich möchte darauf hinweisen, dass die vom Casino eingereichten Screenshots nicht mit den tatsächlichen Screenshots übereinstimmen, die mir bei meiner Einzahlung angezeigt wurden.

Auf meinem Bildschirm wurden lediglich folgende Informationen angezeigt:

50 % Einzahlungsbonus bis zu 750 €

x25 Umsatzbedingungen

Mindesteinzahlung 150 €

einmal pro Woche

Nicht angezeigt wurden jedoch:

der Name des Bonus („Highroller Reload")

der Promo-Code „HIGHROLLER"

ein maximales Gewinnlimit von 3x des Bonusbetrags

Ich habe Ihnen bereits Screenshots der Bonusseite übermittelt. Daraus ist klar ersichtlich, dass diese wichtigen Informationen dort nicht sichtbar waren.

Das Casino beruft sich nun auf Bonusbedingungen, die mit einem Bonusnamen verknüpft sind, der mir vor der Einzahlung nicht angezeigt wurde. Ohne den Namen des Bonus konnte ich nicht erkennen, welche spezifischen Bedingungen angeblich gelten sollten.

Aus meiner Sicht wurde das maximale Gewinnlimit nicht transparent und eindeutig offengelegt. Erst nachdem ich die Umsatzbedingungen vollständig erfüllt und Gewinne erzielt hatte, wurde mir im Live-Chat mitgeteilt, dass für diesen Bonus ein Gewinnlimit gilt.

Außerdem hat das Casino Screenshots einer anderen Seite vorgelegt, die nicht dem Bildschirm entsprechen, den ich tatsächlich vor meiner Einzahlung gesehen habe.

Ich bitte Sie daher, zu prüfen, ob diese wesentliche Bedingung dem Spieler vor Annahme des Bonus klar und eindeutig angezeigt wurde.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Geourg Sanada

Hello everyone,

thank you both for your updates.

Dear Geourg,

thank you for your detailed response and for the screenshots you provided. I understand your main concern is that the maximum win limitation and full bonus identity were not clearly visible at the time of activation on your side, particularly before you completed the deposit and accepted the offer.

Dear LevelUp Casino,

thank you for your detailed explanation and for providing links to the promotions page and bonus terms.

At this stage, I would also like to point out an important limitation I encountered when reviewing the materials provided. The promotional link shared by the casino does not display the same bonus offer that is being referenced in this case. In practice, this means I was not able to view or independently verify the exact "HIGHROLLER" promotion as it appeared at the time of the player’s activation, which suggests that the offer may no longer be publicly accessible or may be available only under specific conditions (for example, targeted or existing-player promotions).

Because of this, the assessment must rely more heavily on the actual user-facing presentation at the time of activation rather than currently available promotional pages.

Additionally, there remains an important inconsistency to clarify regarding platform presentation:

• The casino has provided screenshots from the desktop version
• The player has provided evidence from the mobile version

Given that bonus visibility and structure can differ between platforms, I would therefore like to kindly ask LevelUp Casino to confirm:

• whether the same bonus conditions (including the HIGHROLLER label and 3× max win rule) were displayed identically on both mobile and desktop at the time of activation,
• and if not, which version represents the actual interface shown to the player when the bonus was accepted,
• and additionally, whether internal system logs or promotional activation records can confirm that the bonus was indeed activated using the "HIGHROLLER" promo code, including the exact timestamp and source of activation (mobile vs desktop vs other entry point).

This is essential for evaluating whether the bonus conditions were presented in a sufficiently clear and consistent manner at the point of decision.

Dear Geourg,

I also acknowledge your concern regarding transparency. Your point about not seeing key conditions before accepting the bonus remains relevant and will be taken into account when assessing how clearly the offer was communicated on your side.

At this stage, I will wait for the casino’s clarification on both the mobile vs desktop discrepancy and the availability of the referenced promotional materials before proceeding further.

Thank you all for your cooperation.