LevelUp Casino - A conta do jogador foi encerrada sem motivo.

Dear Casino Guru Team,

I would like to bring to your attention a complaint about LevelUp Casino.

My account, fully verified with ID and a confirmation selfie, was suddenly closed by the casino. At the same time, a pending withdrawal of approximately €2,000, made in cryptocurrency, was blocked.

I had already successfully completed a withdrawal in the past without any issues. However, the casino notified me via email that my account had been closed, stating that the decision was made "at their sole discretion" and retaining the requested withdrawal amount.

I consider this behavior unfair and unacceptable. A regulated casino should guarantee transparency and player protection, as well as honor due withdrawals, especially when the account has been properly verified and no specific reason for the block has been provided.

I request your support so that the casino immediately releases the funds owed to me and provides a clear and documented justification for the decision to close my account.

Thank you for your attention and I remain available to provide any further evidence or documents useful for resolving the case.

Best regards,

Paola

Gentile Team di Casino Guru,

Desidero sottoporre alla Vostra attenzione un reclamo nei confronti di LevelUp Casino.

Il mio conto, completamente verificato con documenti d’identità e selfie di conferma, è stato improvvisamente chiuso dal casinò. Contestualmente, mi è stato bloccato un prelievo in sospeso di circa 2000 euro, effettuato in criptovalute.

In passato avevo già completato con successo un prelievo senza alcun problema. Tuttavia, il casinò mi ha comunicato tramite e-mail la chiusura del conto, affermando che la decisione è stata presa "a loro insindacabile giudizio" e trattenendo l’importo del prelievo richiesto.

Ritengo tale comportamento scorretto e inaccettabile. Un casinò regolamentato dovrebbe garantire la trasparenza e la tutela dei giocatori, nonché rispettare i prelievi dovuti, soprattutto quando l’account è stato regolarmente verificato e non è stato comunicato alcun motivo concreto per il blocco.

Chiedo il Vostro supporto affinché il casinò mi rilasci immediatamente i fondi dovuti e fornisca una giustificazione chiara e documentata della decisione di chiudere il mio conto.

Ringrazio per la Vostra attenzione e resto a disposizione per fornire ogni ulteriore prova o documento utile alla risoluzione del caso.

Cordiali saluti,

Paola

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Hello,

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 advise how long you were a player at the casino and when exactly your account was blocked?
• Could you please forward the original email you received from the casino regarding the allegations against you, informing you of account closure?
• What games did you play to accumulate your current balance in the casino? (which slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• When was the last time the casino successfully processed a payout of your winnings?
• Send emails or chat transcripts to support your complaint to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Tomas, sure. Here are the answers to your questions.

- I played at the casino for less than a week, and my account was blocked on October 3rd.

- I forwarded the closing email to the address indicated.

- No, the winnings were obtained with my real balance.

- Mainly sports and slots of various types

- Last payment was received 2-3 days before the block

- As anticipated, I send the closing email and the communications between me and to the indicated address

the casino.

Thank you.

Ciao Tomas, certo. Ecco le risposte alle tue domande.

- Ho giocato al casinò per meno di una settimana, e il mio account è stato bloccato il 3 ottobre.

- Ho inoltrato la mail di chiusura all'indirizzo indicato.

- No, le vincite sono state ottenute col mio saldo reale.

- Principalmente sport e slot di vario tipo

- L'ultimo pagamento è stato ricevuto 2-3 giorni prima del blocco

- Come anticipato, invio all'indirizzo indicato la mail di chiusura e le comunicazioni intercorse tra me e

il casinò.

Grazie.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you PAOLAC69 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LevelUp Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

Dear PAOLAC69 and Casino Guru Team,

Thank you for forwarding this case.

Following a comprehensive review of the player’s account and gameplay history, we would like to explain the reasons for the account closure and the withholding of funds.

Our investigation confirmed that the player used casino bonus funds to place sportsbook bets, which is a violation of the Bonus Terms and the site’s policies, namely clause 10 — "ANTI-FRAUD POLICY", which states the following:

The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players; development of strategies aimed at gaining unfair winnings; fraudulent actions against other online casinos or payment providers; chargeback transactions; creating two or more accounts; or other types of cheating. It is prohibited to play deposits in the casino and Sportsbook at the same time. The Casino reserves the right to retain payments if suspicion or evidence exists of manipulation of the casino system. The Company reserves the right to terminate such Player Account and suspend and/or cancel all payouts to the player. This decision is at the sole discretion of the Company, and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player.

Additionally, according to the Bonus Terms,

Bonuses and funds obtained from their use in the casino section can only be used in the casino section until the bonus is fully wagered according to the specified terms. Bets placed in the sportsbook section using funds obtained from casino bonuses will be annulled, and any winnings from such bets may be confiscated.

The detected activity constitutes a violation of the site rules and bonus misuse, resulting in the account closure and forfeiture of winnings in full compliance with the established Terms and the Anti-Fraud Policy.

By registering an account, all players acknowledge that they have read and agreed to the company’s rules and policies.

Kind regards,

LevelUp Casino Team

Dear LevelUp Casino Team,

Thank you for your message. You referred to the Bonus Terms stating that funds obtained from casino bonuses must be wagered in the casino section and that sportsbook bets placed with such funds may be voided.

I have reviewed your published Bonus Terms, which indeed contain a clause to that effect (that sportsbook bets using funds derived from casino bonuses may be voided until the bonus is fully wagered).

However, your General Terms & Conditions do not include any explicit prohibition on wagering in casino and sportsbook at the same time, nor do they explain how winnings can be confiscated without showing that the disputed bets were placed with bonus-derived funds before the bonus was fully wagered. The general clause about refunding the "amount on the player’s account balance" at your discretion cannot reasonably justify confiscating verified players’ winnings without specific evidence.

Accordingly, please provide the following so I can understand your position:

1. A transaction and balance ledger showing that the disputed wagers were placed using bonus-derived funds while the bonus was still active and not yet fully wagered (timestamps, bet IDs, balance breakdown between cash and bonus at the time).

2. The exact bonus ID/promotion, its wagering progress at the moment those bets were placed, and the rule reference you rely on for voiding/confiscation.

If you cannot demonstrate that sportsbook wagers were made with bonus-derived funds before completion of wagering, the cited Bonus Terms would not apply, and I expect the full release of the withheld amount (€1,413.32) without further delay.

Thank you for your prompt clarification.

Dear PAOLAC69,

Please note that by registering your account, you acknowledged that you have read and agreed to the Casino Terms and Conditions. The rule prohibiting the use of casino bonuses for placing sportsbook bets was also outlined in our previous communication.

Additionally, we would like to remind you that, in accordance with our Terms and Conditions, the Casino reserves the right to withhold winnings without further explanation in cases of fraudulent activity.

The information provided regarding the violations of Casino rules is thorough, and the decision is final and not subject to appeal.

If you wish to review the details of your activity on LevelUp, you may submit a formal request via email to support@levelupcasino.com. Please include a description of your request and send it from the email address associated with your account.

Thank you for your understanding.

Kind regards,

LevelUp Casino Team

Thank you for your message.

I prefer to keep all communication here on Casino Guru so that everything remains transparent and can be reviewed by the mediation team.

If you have any documents, account logs, or Bonus Terms clauses that you believe justify the closure of my account or the confiscation of my winnings, please share them publicly here in this thread.

I am cooperating fully, but I believe transparency is essential for a fair and verifiable resolution.

Dear PAOLAC69,

All information regarding the reasons for your account closure has already been provided in full earlier in this thread.

If you would like to obtain additional details related to your gaming activity, please submit an official request to our support team, following the procedure mentioned above.

Please note that we are unable to share personal account data publicly, as we strictly adhere to our privacy policy and data protection standards.

To verify your identity and proceed with your request, please send an email from your registered account address to support@levelupcasino.com, including the following information:

• Your full name
• Your full address
• Date of birth
• Payment method you have used for financial transactions in our casino
• Reason for your request

Thank you for your understanding and cooperation.

Kind regards,

LevelUp Casino Team

Thanks for the reply.

I understand your privacy policies. For this very reason, I ask you to provide non-personal and/or redacted evidence here in the thread, sufficient to justify the seizure of your winnings. For example, you can share:

1. A game ledger with timestamp, bet ID, and cash/bonus details at the time of the disputed bets (with any personal data redacted).

2. The ID and text of the promotion/Bonus Terms applied, with version and validity date.

3. The wagering status (progress) at the time the disputed bets were placed.

4. A detailed mapping: for each confiscated amount, which bet would have been voided and what clause justifies it.

If you prefer not to publish documents in the thread, you can send them to the Casino Guru mediation team, requesting a public summary in a non-identifiable manner. Without this evidence, your position remains vague and unverifiable.

I remain available and confirm my full cooperation. I await verifiable proof or, alternatively, reinstatement of the withheld amount (€1,413.32).

Best regards,

Paola

Grazie per la risposta.

Capisco le vostre politiche sulla privacy. Proprio per questo vi chiedo di fornire prove non personali e/o redatte qui nel thread, sufficienti a giustificare la confisca delle vincite. A titolo esemplificativo, potete condividere:

1. Un ledger di gioco con timestamp, ID scommessa e indicazione cash/bonus al momento delle giocate contestate (con eventuali dati personali oscurati).

2. L’ID e il testo della promozione/Bonus Terms applicata, con versione e data di validità.

3. Lo stato del wagering (progress) nel momento in cui sarebbero state piazzate le scommesse contestate.

4. Un mapping puntuale: per ciascun importo confiscato, quale bet sarebbe stata annullata e quale clausola lo giustifica.

Se preferite non pubblicare documenti nel thread, potete inviarli al team di mediazione di Casino Guru chiedendo che vengano riassunti pubblicamente in modo non identificabile. In assenza di queste evidenze, la vostra posizione resta generica e non verificabile.

Resto a disposizione e confermo la mia piena collaborazione. Attendo quindi prove verificabili o, in alternativa, il ripristino del pagamento dell’importo trattenuto (€1.413,32).

Cordiali saluti,

Paola

Dear PAOLAC69,

We kindly ask you to check your email, as we have sent you a message requesting confirmation of your data disclosure request. This step is necessary to ensure the security and privacy of your information. Please take a moment to locate that email and reply to it at your earliest convenience.

Once we receive your confirmation, we will be able to verify your identity and proceed with processing your request accordingly. If you do not see the email in your inbox, please also check your spam or junk folder.

Should you have any questions or need further assistance, feel free to contact us.

Thank you for your cooperation.

Kind regards,

LevelUp Casino Team

Dear Level Up Casino,

I already sent the request via email two days ago. I look forward to hearing from you.

Cordially,

Paola

Cara Level Up Casinò,

Ho già inviato la richiesta 2 giorni fa tramite mail. Attendo cortesemente quanto richiesto.

Cordialmente,

Paola

Dear PAOLAC69,

We have sent the information you requested to the email address associated with your account. Please take a moment to check your inbox, and if you don’t see the email there, be sure to look in your spam or junk folder as sometimes messages can be filtered incorrectly.

If you need any additional details or have further questions, please don’t hesitate to reply to this message or contact us again. We’re always here to help and will be happy to assist you with anything you need.

Kind regards,

LevelUp Casino Team

Thank you for providing the spreadsheets.

I’ve reviewed the files as follows:

The "Bonus Issues" sheet shows an active casino bonus with wagering still incomplete on 29 Sep – 2 Oct.

The sportsbook bets sheet lists bets on 29 Sep, 1 Oct, and 2 Oct (total stakes ≈ €3,717.39, returns ≈ €3,679.52, net −€37.87 for that window).

The "sportsbook_bonus_issues" file is empty (0 rows), so there is no explicit mapping that any sportsbook wager was placed with bonus-derived funds before wagering was completed.

I cannot reconcile the confiscated €1,413.32 from the data provided; there is no row-by-row calculation showing how this figure was derived.

To move this forward, could LevelUp please point to the exact records that support the confiscation?

Specifically:

1. For each voided/affected sportsbook bet, the bet ID, timestamp, and the balance breakdown at that moment (cash vs bonus/bonus-derived).

2. The bonus ID/promotion and the wagering progress at the time each disputed sportsbook bet was placed.

3. A calculation sheet that reconciles the total €1,413.32 to specific bets/amounts.

4. The versioned Bonus Terms (with effective date) relied upon to void sportsbook winnings due to "bonus funds usage," and how they apply to these specific entries.

Without a clear linkage (bet-by-bet) showing that sportsbook stakes were placed with bonus-derived funds prior to wagering completion, the current spreadsheets do not substantiate the confiscation. I’m happy to cooperate, but I kindly ask that LevelUp provide verifiable evidence or proceed with paying the withheld €1,413.32.

Kind regards,

Paola

Dear PAOLAC69,

We would like to confirm that all the information you requested has been fully provided.

The data shared in response to your official inquiry includes detailed records of all activated bonuses, credited amounts, and bets placed, clearly indicating violations of the Casino’s Terms and Conditions.

Please be advised that this information is comprehensive, and the Casino’s decision regarding your account is final and not open to further review.

We appreciate your understanding, and thank you for contacting us.

Kind regards,

LevelUp Casino Team

Thank you for the reply.

LevelUp Casino has confirmed that their decision is final and that they will not provide further clarification. However, I must point out that the files shared do not contain any explicit evidence of a rule violation:

There is no record linking sportsbook bets to bonus-derived funds.

The file "sportsbook_bonus_issues.csv" is completely empty.

No document explains how the confiscated amount of €1,413.32 was calculated or which specific bets were affected.

I have cooperated fully and reviewed all data provided, but there is still no verifiable proof that any Terms and Conditions were violated.

For this reason, I kindly ask Casino Guru to review the evidence (or lack thereof) and issue an independent evaluation of this case.

Kind regards,

Paola

Thank you to both parties for the clarification.

Dear LevelUp Casino representative, While we acknowledge this rule in bonus terms and conditions, our position on the matter is that if such restrictions are to be actively enforced, especially in a casino that has received a fair badge. Casinos with this badge should ensure that their platform includes adequate technical safeguards to prevent players from breaching these terms unintentionally. Specifically, the system should be designed to restrict or flag any attempts to place sports bets while bonus funds are active.

Relying solely on retroactive enforcement, where the player is penalized only after the fact, creates an unfair and avoidable situation. It places an undue burden on players, who reasonably assume that the platform would not permit actions that violate its own terms. Moreover, such practices can erode player trust and increase the likelihood of disputes, which could be mitigated through clearer system controls and automated prevention measures.

We hope that the casino will recognize this perspective and be willing to reach a fair and reasonable compromise to resolve this matter amicably. However, if a mutually acceptable resolution cannot be achieved, we will be left with no alternative but to close the complaint as unresolved. Please note that doing so may negatively impact the casino’s overall rating.

Thank you in advance for your reconsideration!

Dear PAOLAC69 and Casino Guru Team,

Thank you for your message.

After a thorough review of the player’s activity, we found no evidence to suggest that the actions involving the exploitation of a system vulnerability were unintentional.

Please be aware that current gambling regulations do not require casinos to identify or highlight bets that violate the rules during or after gameplay. The Casino is not obligated to inform players if their wagers breach the Terms and Conditions while the game is ongoing. It is the player’s sole responsibility to ensure their compliance with the applicable Terms and Conditions.

The decision in this matter is fair, well-supported, and fully consistent with the rules and agreements previously accepted by the player. Fairness can only be achieved by adhering to these mutually agreed terms and the fundamental principles governing the relationship between the Casino and its players.

Our Casino remains dedicated to treating players with respect, maintaining transparency, and pursuing reasonable solutions in borderline cases. However, we must stress that we have a zero-tolerance policy toward any form of fraudulent behavior.

Kind regards,

LevelUp Casino Team

Dear LevelUp Casino Team,

Thank you for your response.

In your recent message, you stated that "no evidence was found to suggest that the actions were unintentional."

Could you please clarify how you are certain that I intentionally engaged in fraudulent behavior?

If such a serious conclusion has been reached, please specify:

1️⃣ Which concrete actions or bets you believe demonstrate an intentional attempt to deceive or manipulate the system;

2️⃣ What factual evidence supports this interpretation;

3️⃣ On what basis your team distinguishes deliberate misconduct from a possible misunderstanding or normal gameplay.

All my activity was conducted within your platform, following standard procedures and without any attempt to conceal or manipulate actions.

Therefore, I respectfully request a detailed explanation of how your investigation established intentional fraud, rather than a mere breach of terms.

Kind regards,

Paola

Thank you for the update, LevelUp Casino representative. As explained earlier, we strongly oppose the ruling you have made in this case. Therefore, I will be escalating this complaint to my team for further review to determine the appropriate next steps, as well as to assess the validity of your Fair Badge in light of these actions.

I will provide an update on any new developments as soon as possible. Thank you to both parties for your patience.

Dear LevelUp Casino representative. Would it be possible to provide me with the player's betting history related to the violation of the terms? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear PAOLAC69, I would also like to request that you provide me with the information that was shared with you by the casino, if possible. Thank you in advance!

Dear Peter,

I just forwarded you the requested files.

Dear Casino Guru Team,

Thank you for your message.

Could you please confirm if the information the player has provided is sufficient for your review? If the player shared the same data originally sent by our team, it should match exactly what we can provide.

Alternatively, please let us know if you would prefer to receive this information directly from us.

Thank you for your cooperation.

Kind regards,

LevelUp Casino Team

Thank you for providing me with the requested information

Dear LevelUp Casino representative, would it be possible to provide a more detailed betting history of the player, as from what they provided, it is not clear when the sports betting took place relative to the acquisition of the bonus funds. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear PAOLAC69 and Casino Guru Team,

If you would like to receive the player’s data directly from our official channel, we are happy to assist.

However, to ensure full compliance with GDPR and data protection regulations, the player must first provide explicit consent.

To proceed securely, the player should send an email from their registered address to support@levelupcasino.com, confirming their permission for us to share their betting data with the forum moderation team. For identity verification, the email must include the following information:

- Full Name

- Date of Birth

- Address

- Mobile Phone Number

- Payment Methods Used

- Most Frequently Played Games with Us

- A clear photo of their ID or passport

Additionally, please confirm in your email that you accept full responsibility for authorizing us to share your betting information with the forum moderator (peter.c@casino.guru).

This process is essential to ensure that data is shared only with the player’s explicit consent and in strict accordance with all security and GDPR requirements. Once we receive and verify the player’s confirmation, we will promptly provide the requested information through our official support email.

Thank you for your understanding and cooperation in maintaining transparency and data protection standards.

Kind regards,

LevelUp Casino Team

Dear PAOLAC69, please follow the steps the casino has outlined so we can continue with the resolution of the complaint. Thank you in advance for your cooperation!!

Dear All,

I just sent the requested information and authorization.

Thanks.

Thank you for the cooperation PAOLAC69.

Thank you for the update LevelUp Casino representative. You provide me with the requested information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear PAOLAC69 and Casino Guru Team,

We would like to express our gratitude to the player for their cooperation and for supplying the requested information.

We confirm that all necessary data and clarifications have been forwarded to the forum moderator for review. This includes a detailed explanation and supporting documents concerning the player’s account activity and bonus usage.

Thank you for your attention and continued cooperation.

Kind regards,

LevelUp Casino Team

Thank you for providing me with the information LevelUp Casino representative. I will review the evidence with my team and get back to you here in the thread as soon as we come to a decision. Thank you for your patience during this time!

Thank you for providing me with the evidence once again LevelUp Casino representative.

Dear PAOLAC69, the casino has provided us with evidence of bonus abuse as your actions clearly reflect a calculated attempt to circumvent bonus wagering requirements. By transferring the deposit-equivalent amount to the sportsbook section, you have effectively shielded your real funds from wagering conditions while using the bonus funds for risk-free casino play. With that in mind, we consider the casino's actions to be justified and this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter