LevelUp Casino - Igrač veruje da je njegova isplata odložena.

Hi Casino Guru Team,

hope all is well. I’m bringing this complaint forward as the LevelUp Casino Team is making it near to next impossible for me to have my account verified. My Identity and Address have been all verified and I have sent countless documentation and photos even video to prove that the debit card I have in question is indeed mine.

I have spoken with my bank directly there isn’t anything they can provide me bank statement wise that shows my debit card number on it. I have provided a statement with my address the letter head and my name and even the transaction and dates.

im really at a loss right now and seeking guidance.

thank you

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hi there, I have provided all appropriate things needed to verify. The only thing they aren’t verifying is my bank card. I have sent them photos front and back of the card showing that it’s a physical card including all numbers and expiry date ect,

I have also provided a bank statement showing my name the account where the funds were Interac E Transferred from and the appropriate dates.

I have spoken to my bank as LevelUp suggested and my bank isn’t able to provide me a bank statement that shows my debit card number on it. They only have a format that shows my full name and address the account where the funds came from "not the debit card number" and the date of the transaction and the amount .

If I request a new debit card the bank has advised it will be sent with a new number on the front of it and the new expiry date and CCV but will include my first name and last name . But again LevelUp Casino won’t accept that as it’s not the original debit card number.

I’m at a loss here and have tried bending over backwards to provide them everything they have asked. Again they have verified that I’m a real person with an address but making it impossible to verify a simple debit card number even though it shows on my account online the transaction.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru