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Hello!

I won a jackpot and begged the support afterwards to block me. On casinoguru there is a daily withdrawal of 1500$ mentioned, possible withdrawal request is 4000€ and the staff and chat-supports are saying completely different values.

the casino didnt block my account from further games and know the money is gone.

my withdrawalrequests have been declined over and over again by saying that I am over my "withdrawal"-limit, but as the chat stated 3000 AUD $ are possible to withdraw - I tried to cashout for 1800€ which has been declined.

as soon as I had the jackpot, execpt for the games nothing else worked - there were serious technical issues, lags and I wasnt able to lock my account - the chat support didnt even care and I received no response. Is there anything that we can do about this topic? I definitely said that I want to get blocked due to my gambling-addiction and nobody reacted - now my money is gone and nobody is helping me

Do you need more information from me?

Benötigen Sie weitere Informationen von mir?

Dear c5srx49hpn,

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. 

Could you please send me the communication from you to the casino with your requests for account blocking?

Is your account in the casino blocked at the moment?

My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

I sent the message via the live agent and don't have a copy of it - but I also sent an email to support@levelupcasino.com. Here I have to look out for the mail.

Anyway, I wrote something like this:

Ladies and Gentlemen,

I sincerely ask you to block my account because I know from my gambling addiction that the jackpot won will be lost. Please act quickly.

neither the live agent nor the email responded. The live agent might have been affected by the technical difficulties, which strangely only I experienced right after the jackpot win - but I don't know because I've never had such problems on a website. I would like to add that I work in IT and I can't logically explain the performance problems that suddenly occurred only on levelupcasino.

I played casino almost continuously from 1 am to 1:30 pm today and was not informed that I had been playing for a long time, nor was my request answered. Except for my jackpot game, the other games worked very sluggishly, which is why I couldn't stop. I was able to request new payouts, which were rejected within a very short time due to various reasons.

is the answer enough?

Hallo Tomas,

ich habe die Nachricht über den Live Agent gesendet und habe hiervon keine Kopie - habe aber auch eine mail an support@levelupcasino.com gesendet. Hierbei muss ich die mail raussuchen.

ich habe aufjeden fall etwas wie folgt geschrieben:

sehr geehrte damen und herren,

ich bitte die herzlichst, meinen account zu sperren da ich aufgrund meiner spielsucht weiß, dass der gewonnene jackpot verspielt wird. Bitte handeln sie schnell.

weder der live agent, noch via mail wurde reagiert. Der live agent könnte von den technischen Schwierigkeiten, welche komischerweise nur ich erlebt habe direkt nach dem jackpot-win, eventuell betroffen gewesen sein - ich weiß es aber nicht weil ich solche probleme auf einer Website noch nie hatte. Ich möchte dazusagen dass ich in der IT arbeite und mir die performance-probleme, welche ganz plötzlich nur auf levelupcasino aufgetreten sind, mir so nicht logisch erklären kann.

ich habe von 1 uhr morgens bis 13:30 heute fast durchgehend casino gespielt und bekam weder Information, dass ich schon lange spiele, noch wurde auf meine bitte reagiert. Bis auf mein jackpot spiel funktionierten die anderen spiele nur sehr träge weshalb ich gar nicht aufhören konnte. Ich konnte neue Auszahlungen beantragen, welche binnen kürzester zeit abgelehnt wurden aufgrund diverser gründe.

reicht die antwort?

In addition, I would like to mention that these performance problems on the website were both on an iPhone and on my PC. On the iPhone I had the problems even if I deactivated the WLAN, restarted and restarted safari - the same on the pc. Wlan/Lan made no difference here - so these problems were definitely present on the website

Zusätzlich möchte ich noch erwähnen, dass diese performance probleme auf der Website sowohl auf keinem iPhone waren, als auch auf meinem PC. Auf dem iPhone hatte ich die Probleme auch wenn ich das WLAN deaktiviert, neugestartet und safari neugestartet habe - auf dem pc genauso. Wlan/Lan machte hier keinen Unterschied - somit waren diese Probleme definitiv auf der website vorhanden

This was the last cancellation - there it was cancelled because I exceeded the withdrawal limit - which is wrong because i never went above 3000€ - it were 2 times 1800€ and one got cancelled while the other one hasnt been accepted even one hour after this mentioned cancelled withdrawal was marked as "cancelled"

er is also the mail that has been sent out with 2 different mail addresses (@gmail.com & @live.com)

It was basically 3 hours after the jackpot - i played some dota 2 and then i started casino again. That was the moment in which i knew something bad is going to happen. The casino just says "we didnt receive anything". The manager knows that my mail address is a randomly generated one by apple (mail has been approved by himself) which just shows how hard they are trying to keep that low. When I just lost money while playing they were really friendly to me and now they dont know anything and every topic I mention is my problem. Please assist in this case.

If its possible for paying of debts, the half of the jackpot would be quite enough for me, my therapy and my financial liquidity.

FYI: after consulting the manager directly with my problem, my account is closed - far too late and it happened when my money went to 0...

Need to correct the last one: even talking to a casino-manager of the website, my account hasnt been suspended which shows me that they dont give a shit about safe gambling...I wasnt able to login for like 10 hours, probably because of technical issues on their side

Thanks for your email and for the updates.

Please understand that blocking your casino account might take some time, especially in case the request is sent via email.

Could you please advise if you received any reply from support@levelupcasino.com so far?

Could you please advise when and how did you contact the manager? Could you please send me the transcript of your communication with the casino representative to my email tomas@casino.guru?

Hello Tomas,

Chat was on telegram and he didn't react to anything. I have sent you the chat via mail.

there was no answer from levelupcasino so far - they are still denying that I opened chat agents with a suspension-request and wrote a mail to them.

the fact that not even the manager reacted to my suspension-request show pretty clearly that they dont like responsible gaming in any way.

Hello Tomas, have you received it? I am still not banned on the website and lost another 100+ € since my first requests of getting banned

no response since several days about the mails Ive sent, account still open.

Thanks, I've received it.

Have you sent other requests to the casino to suspend your casino account from the email you have registered in the casino? I'll await your reply.

Hello Tomas,

one request was sent via h******v@gmail.com (the mail behind the casino registered mail) and the second request via my main email address. No mail was answered and both allegedly not received

Hallo Tomas,

eine Anfrage wurde über h******v@gmail.com gesendet (die mail hinter der casino-registrierten mail) und die zweite anfrage über meine hautemail adresse. Keine mail wurde beantwortet und beide angeblich auch nicht erhalten

Thanks for the update.

I would strongly recommend you send the self-exclusion request from the email address registered in the casino as well. Please let me know about the result.

Hello Tomas,

I already have that. h*****v@gmail.com is the mail behind the generated iCloud mail. The casino manager to whom I told about my gaming problem even confirmed the e-mail address and recorded this data that no e-mail can be sent directly from the registered e-mail - that's why the e-mail contains my full name + the e-mail address behind it.

it is still denied that mails were received, which is why there is no new result.

lg

Hallo Tomas,

das habe ich bereits. h*****v@gmail.com ist die Mail, welche hinter der generierten iCloud-Mail steckt. Der Casinomanager welchem ich von meinem Spielproblem erzählt habe, hat die Mail-Adresse sogar bestätigt und diese Daten aufgenommen, dass direkt von der registierten Mail keine Mail versendet werden kann - deshalb steht in der Mail ja auch mein voller Name + die Mailadresse dahinter.

noch immer wird bestritten dass mails erhalten wurden weshalb es kein neues Ergebnis gibt.

lg

Thank you very much, c5srx49hpn, for the explanation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear c5srx49hpn,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

The casino has closed my account - one hour after you sent a mail to it which shows that they are scared of a lower ranking but still don't give a damn about my winnings and my messages & mails. This win would have been lifechanging and just increased my debts because I deposited over 1000€ in not even an hour before winning the jackpot. This shows me that they indeed received my mail due to there lack of response about this topic on casino.guru

Dear c5srx49hpn and Casino Guru team,

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

There are no words to express how sorry we are that the player has a negative impression of our casino and that this situation has occurred. We understand how frustrating it can be for the customer.

However, we would like to shed light on the situation that occurred. We want to highlight that the player did not use the email address registered with our casino to send us letters. Please note that requests were only submitted via live chat.

Additionally, c5srx49hpn told us via chat that Apple’s service randomly generated the email address that was used for registration, so the player could not email us. In order to confirm the game account, we requested the player send us the letter. The request was sent, but it was sent from an incorrect email address, and the closure request was never mentioned.

Also, we would like to emphasize that under our Privacy Policy and GDPR, all player information, including their data, remains confidential and cannot be disclosed. Therefore, security concerns require players to contact us from the initial and active account. It is important to note that LevelUp Casino reserves the right to verify a player’s identity before processing payouts.

Besides, the customer was informed and advised regarding Responsible Gambling as soon as c5srx49hpn told the personal manager of the possible gambling problem, and the limit was set by the player on 2023-07-14 at 13:49:56 UTC.

In any case, regarding technical difficulties, we apologize for any inconvenience the player may have encountered. Our team is always loyal to our players and does its utmost to provide users with a pleasant experience.

Thank you very much for bringing to our attention your experience while playing games in our casino. We are constantly actively testing our website to ensure any technical issues are resolved and avoided in the future.

However, it is essential to note that we have not received any requests regarding technical issues from the player in chatting with customer support. It is possible that c5srx49hpn sent the letters to us, but they did not reach us. The player reported technical issues to the personal manager later in the chat but did not provide specific details.

For future investigation, we recommend contacting our support team with a detailed description of the issue. We will be delighted to resolve any possible inconvenience.

Moreover, regarding cashout limitations, we would like to bring to your attention that, due to our terms and conditions, the maximum withdrawal amount processed to a player is 3,000 EUR per day. To get more information, please follow the link: https://levelupcasino.com/terms-and-conditions or on the screenshot: https://prnt.sc/QH3Um6-uQKCB

Nevertheless, our team processes the withdrawal requests on a first-come-first-serve basis. Usually, the checkup of a request itself takes up to 2 hours.

As a result of our verification, we can confirm that the player made several cashout requests simultaneously; the team canceled a withdrawal that exceeded the daily limit, and the player recalled a cashout processing at that time.

As for now, we can confirm that the player’s account has been closed permanently due to gambling problems. We are really sorry to hear that you developed a gambling problem. But you did the right step into the right direction by self-excluding yourself from gambling.

Our team looks forward to your understanding in this regard.

Kind regards,

LevelUp Casino Team

But it makes still no sense that 1800€ have been cancelled when there is a cashout limit of 3000€ per day.

And I never said that I cannot email them - I said that I cannot email them from the exact mail address that I registered with - just from the email-address behind it. This mail has been confirmed by andres osbourne (manager) which makes this argument just absolutely useless. See the screenshots attached

Andrew verified this email and told me on the phone that everything is verified now.

Why didn't the casino-manager react? Why was I still able to deposit several days later?

Dear c5srx49hpn,

thank you very much for your patience during the resolution. Due to the need for a thorough examination of all the information provided, I am extending the timer by 7 days.

Hello c5srx49hpn,

I tried to reply to your email, but it is not possible.

The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly.

Thank you for contacting me. I will do my best to give you an unbiased opinion on the entire matter. I apologize for the difficult situation you are going through, and I sincerely hope that things will get better.

Could you please send me all the communications you had with the casino team, including communication with the manager via telegram and email? Please ensure that it includes their responses as well.

Moreover, I would like to know why you did not follow their instruction to send an email from your registered email address. Is there any evidence to prove that the casino was aware that those different email addresses belonged to you?

Dear c5srx49hpn,

Please, could you confirm if I understand it correctly? You requested account closure on Thursday, July 13, 2023, at 5:07 AM, and your account was closed on Friday, July 14, 2023, at 1:49:56 PM?

Hello Jozef,

I requested a self exclusion at the 13th of july at around 4 or 5 and my account got blocked by the 24th of july. for those 11 days, I was still able to gamble and deposit money. I will send you the mail from levelup in which I have been informed about the account turn-off.

By "request for self-exclusion" I mean, of course, the mail

Mit dem "Antrag auf Selbstausschluss" meine ich selbstverständlich die Mail

Hey,

Could you please provide me with evidence to support the claim mentioned below? The best option would be to provide a video recording of opening the sent folder and displaying this email. However, forwarding it as an attachment can also suffice.

The casino.eml-file is the mail which I sent to levelupcasino - from handsomediastv@gmail.com,

hello jozef,

information has been sent & please make the shown mail address private in your last message.

br

Dear c5srx49hpn,

thank you very much for your patience. Before I share my opinion, I just want to make sure I've understood everything correctly. So, after the significant win, did you lose the amount a few hours later? Could you specify the period between the winning and losing amount? Have you made any additional deposits since then?

I made further deposits after the mail - just under a week after the mail.

I gambled away the amount of €16,000 from around 3 or 4 in the morning until around 2/3 p.m. 2 or 3 hours after the mail there were still €3,000-7,000 left. Unfortunately, I no longer have access to the account, which is why I can no longer check more precisely.

Win about 2:00 a.m., I was at 0 at about 2:30 or 3:00 p.m

Ich habe weitere Einzahlungen getätigt nach der Mail - knapp eine Woche nach der Mail.

Den Betrag der 16.000€ habe ich von ca 3 oder 4 in der früh bis ungefähr 14/15 Uhr verspielt. 2 oder 3 Stunden nach der Mail waren noch 3.000-7.000€ vorhanden. Ich habe leider keinen Zugriff mehr auf das konto, weshalb ich genaueres nicht mehr prüfen kann.

Gewinn ca 2:00 Uhr, auf 0 war ich um ca 14:30 oder 15:00

Can you please check when those deposits were made?

I made further deposits after the mail - just under a week after the mail.

Sent information via mail to Jozef.

BR

Dear c5srx49hpn,

First of all, thank you very much for your patience during the resolution process and providing all the necessary information.

At casino.guru, we take responsible gambling very seriously, and when a player experiences a gambling problem, they should reach out to customer support and ask for account closure. Such an account should be closed asap, but we do accept if it is done within 3 business days since the initial request.

In your case, you did, in fact, reach out to them, but not from your registered email address. Although it should at least alarm them, I understand why they asked you to send the letter from your registered email; it is standard procedure. I also saw your telegram conversation, where you informed your manager about the issue. You also mentioned live chat, but you have to substantiate it with evidence, and the casino provided me with the opposite.

I would like to point out that I certainly do not like that the account closure took so many days after you sent multiple emails and mostly after the communication with the agent. Your account should have been closed.

Unfortunately, after considering all the information and evidence, I am very sorry, but I believe you are not entitled to receive the refund. Since you managed to lose the amount a day after the initial request, the same applies to your deposits that were lost 2 business days after the initial request.

The casino did not know that you had a gambling problem when you registered, and they had the right to have time to react. Especially in your specific case when you had issues with your email accounts. As you could test yourself, if you would send it from the registered email address, they would have done it much faster.

You have full right not to agree with my opinion and decision. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru