LevelUp Casino - Der Rückzug des Spielers hat sich verzögert.

On October 18th, my withdrawal was approved.

Since today, I have been waiting for my money. I have contacted support multiple times. The response is always the same: "We are working on it and will get back to you." I have also requested and sent my account statement twice. Still no money received.

Am 18. Oktober wurde meine Auszahlung angenommen.

Seit Heute warte ich auf mein Geld. Mehrmals beim Support angefragt. Die Antwort immer dasselbe. "Wir arbeiten daran und melden uns" Kontoauszug auch schon 2x angefordert und gesendet. Kein Geld erhalten

Hello Laziale99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LevelUp Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good day,

Thank you for contacting me promptly.

My account has been fully verified since October 18th. I don't have any outstanding bonuses either.

The withdrawal was also accepted on October 18th.

After contacting them on October 30th, I was asked to send a bank statement, which I did.

Then I wrote to support 4-5 more times. Basically always this message.

"Jonas, please accept our most sincere apologies for this delay.

Our team is working hard to resolve this issue and you will be notified via email once the issue is resolved.

I'm sorry about that. 😞"

Every time I contacted them I got the same message. They said they had no news from the provider but that they were working on it and that I should wait for an email.

The last contact was yesterday. Of course, the question was where my money was.

Guten Tag,

Danke für die rasche Kontaktaufnahme.

Mein Konto ist seit dem 18.Oktober komplett verifiziert. Bonis habe ich auch keine offen.

Die Auszahlung wurde auch am 18. Oktober akzeptiert.

Nach Kontaktaufnahme am 30. Oktober wurde ich gebeten ein Kontoauszug zu senden was ich gemacht habe.

Dann habe ich 4-5x weitere male am Support geschrieben. Eigentlich immer diese Nachricht.

"Jonas, bitte akzeptieren Sie unsere aufrichtigsten Entschuldigungen für diese Verzögerung.

Unser Team arbeitet hart daran, dieses Problem zu lösen. Sie werden umgehend per E-Mail benachrichtigt, sobald das Problem behoben ist.

Es tut mir leid dafür. 😞"

Bei jeder Kontaktaufnahme dieselbe Nachricht. Sie hätten keine Neuigkeiten vom Anbieter der aber daran arbeitet und ich auf eine E-Mail warten solle.

Die letzte Kontaktaufnahme war Gestern. Es ging natürlich darum wo mein Geld sei.

Hello Laziale99,

Before we contact the casino, would it be possible for you to forward your withdrawal history from within your casino account, along with the communication between you and the casino regarding this matter, to nikolas.b@casino.guru for further review?

Looking forward to your response.

Best regards,

Nick

Dear Laziale99,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.