LevelUp Casino, Lucky Elf Casino Support and Complaints Thread

Hello LCB-ers!

We are happy to announce that our thriving online casino is live now 

LevelUp offers you:

- Impressive selection of slots and table games from the leading game providers

- Unique and well rewarding VIP club

- Wealth of payment options and currencies 

- Fast withdrawals and top security

- 24/7 Customer Support

We are here to help you and discover more about LevelUp Casino.

Salutations!

30th May 2022 - Lucky Elf Casino added to LCB 

Welcome to our forum, LevelUp casino. 

We are happy to have you here. 

Welcome to LCB forum LevelUp Casino! 

Welcome to LCB forum  Glad you will assist our members.

Welcome on board LevelUp Casino! 

Welcome to our forum, nice to have you here 

Welcome to LCB forum LevelUp Casino! 

Welcome to LCB forum! 

Welcome to LCB forum, LevelUp! We are glad that you are part of our team 

Hi LevelUp! Welcome to the forum 

Won a small jackpot, don't withdraw for the third day, all documents are checked

Hi Streenger,

Congrats on your winnings! 

The casino rep has been informed and they will provide the answer soon. 

Stre*******@gmail.com 

> the email address has been edited by MelissaN<

There is still no normal answer, in letters they first wrote to me that the payment was in the queue, my friends who, on my recommendation, went to this casino, made deposits and received payments without problems! And now they write to me that my account is being checked, although the verification took place the day before yesterday. I do not understand what the problem is!

Thanks for the update. The casino rep is looking into your case with their team so I hope we'll get the answer soon. 

Thank you) casino withdraw

Dear Streenger,

Thank you for posting your comment!

Our team would like to congratulate you on jackpot-winning! We are pleased to see that luck was on your side!
Please be sure that we aim to process withdrawal requests as soon as possible. However, we kindly ask you to note that according to our terms and conditions, we reserve the right to check a player’s identity prior to processing payouts and can hold any pending withdrawals during that time. Moreover, due to our terms, some payment methods could take up to 3 days for processing. We would like to pay your attention to the fact that your waiting time does not exceed the timeframe of 3 days.

We are grateful for your understanding and patience! Let the luck and fortune always be with you! :)

Best regards,
LevelUp Casino team

Thanks, LevelUp casino for the update.

@Streenger - please keep us posted. 

Hi i am fredos386 on LEVEL UP casino and yesterday i did deposits with codes for their promos that come with free spins that are added 24h later. I received the small 50$ max win free spins but the last deposit with code was for free spins 1000$ max cash out the next day. It means i deposit to play cash balance and then next day they give the spins. So i did, i played and today i go to get my free spins but nothing. I ask the chat about it, they tell me since i played my deposit they can't add the free spins!!!! I didn't request a promo i missed, i had entered the code correctly. How can you deal with such behavior when they purposely make the spins happen 24h later? Are we expected to deposit and leave the deposit in balance and wait 24h for the spins? Absolutely not, they simply do this on purpose. The 24h delay gives them a window of opportunity where they can do just what they did to me. And on my birthday today!! They just flush me and ignore me on chat after cheating me out of the promo i deposited for.. on my birthday. It says it all about how they don't give a flying beep about customers!

I recognize that behavior from many dama(direx) that has recently opened. That tells me i deposited and played big for nothing as they would've probably made it really difficult to cash out. The group opened many casinos this year that have really worrying habits of trying to scam and not pay and what not. The group is going downhill.

Hi fredos386,

The casino rep will be notified. Keep you posted. 

ty for the help

Dear fredos386 and LCB team, 

Our team would like to shed the light on the situation that occurred and give you more details about this case. 

At first, we would like to say that we are deeply sorry that this situation on the player’s birthday occurred, and we are glad to offer the bonus with the same conditions as TELLY promo. It will be 50 FS in the game “Telly Reels” with the wager x20 and maximum win 1000 CAD. If this offer is interesting to the player, he just needs to contact our support team and it will be added immediately after request.  

As for the situation itself, we have to point out that the player made three deposits and received two Workaday reload bonuses on the 1st of December. This promo offers a 50% deposit bonus and the free spins that are added in 24 hours after deposit. Later, he contacted our live-chat asking for any birthday bonus and told that he thought that the free spins (he did not mention which ones) will be added right after deposit. Additionally, in the same message, he pointed out that he has already understood that they should be added in 24 hours. At that moment, he didn't ask about conditions of any promo except the availability of the birthday bonus.

The player’s third deposit on the 1st of December was aimed at receiving the free spins TELLY FS. This bonus offers 50 free spins that are added right after deposit. On the next day he has contacted our live-chat asking why the bonus TELLY was not credited. The deposit has been already played. Therefore, according to the bonus terms, the support manager informed the player that the bonus cannot be credited manually since the deposit was played:

"If for any reason selected deposit bonus did not activate, the player must seek assistance for the customer support team before playing. If the selected deposit bonus wasn’t activated and the player spent some or all of the funds, the selected deposit bonus cannot be added manually". - https://prnt.sc/vvktnx

Moreover, bonus TELLY was valid till the 30th of November, which makes this promo unavailable for the player at the moment of depositing. The information about the expiration date of this promo was on our site - https://prnt.sc/vvkcuj

It also should be noted that the player received two packs of free spins for Workaday reload bonuses used on the 1st of December in 24 hours.

We sincerely regret about the issue that the player faced in our casino and suppose that unfortunately, he misinterpreted the terms of TELLY bonus and thought that the free spins will be added in 24 hours after the deposit was played, as it functions with the Workaday reload bonus.

We appreciate your public statement and really want to resolve this situation, as our goal is to fully satisfy our players without the slightest disappointment.

Wishing you success, endless happiness, an adventurous year and good luck!

Kindest regards,

LevelUp Casino team

Well that is not the true story. I did deposit 20$ with TELLY code and i didnt receive any free spins right after. Your system shows i had the code you just won't mention it. As i read with workaday offer free spins are 24h later so i assumed it was the same for TELLY code. Why would i deposit 20$ after if not because you had that special offer only for that day? How would i know about the promo the next day if its not shown the next day? I guessed? No i knew because i had enter the code. I've been playing for years non stop... i don't do these mistakes. I played your group for years and i never lied or fucked up anything. If i had messed up and not see the promo i would've just redeposit... it's 20$ ... im down 70k in 1.5 month... 20$ more ro less seriously?? I spent lots of big deposits on your casino... i played to 0 my big wins i didn't care i had fun. So going like ima sneaky player trying to get a promo.. is just plain bullshit. It's ridiculous. Tell lcb how much i ripped without cashing out for fun.. then try to say scrap like that again. It's frustrating to say the least... Im not a child and i'm not a noob.

And yeah it was my birthday... i get talked like im a noob trying to scam some free spins.. after my history with the group and with your casino alone... It's just...

And i was given spins that don't work on top of it all.. woot im in love!

Dear fredos386 and LCB team,

We would like to draw your attention that TELLY FS wasn't credited automatically as it was valid only until the 30th of November. If on the first contact we were made aware the player wanted to receive TELLY FS, we would have gladly assisted and informed him about the conditions.

We are deeply sorry for the inconvenience caused with the issued bonus today. However, we are pleased to inform that our team can offer him the same bonus on another game that the player can choose.

Moreover, the casino representative has contacted the player via e-mail with the additional offer except FS. We are looking forward to his reply.

Hope for your understanding and cooperation on this matter!

Kindest regards,
LevelUp Casino team

I have taken upon myself to message the rep here.

I am not happy with the service thus far at all and the live support dealing with this has been less than helpful.

They keep cancelling my cashout and asking for a document that does not exist. I have provided front and back of license, ewallet, bank statement and etransfer screenshot that includes everything, reference number, transaction number, amount and company email address and company logo.

And these guys keep declining it. As the mods admins know I play on alot of the casinos they suggest here and this is the first casino I have ever played on that is refusing my documents and asking for more.

I am not happy whatsoever and has really taken away from winning in their casino.

Absolutely pathetic behavior to say the least. I will assume this is a mistake on the agents end but thats not a good enough excuse. They should be trained better. This is an entransfer payment and if you offer this as a deposit option than you should know how it works and not request bank statement of a transaction that does not exist.

Now they not approving documents, leaving me waiting on live chat for 20 miutes, refusing withdrawal, refusing to approve my cashout.

This is easily the worst casino LCB has EVER advertised. I am furious at this treatment

I have played online casinos for 10 years and this is BY far without question the absolute worst service I have EVER went through and its not even comparible to anything out there at all.

Hello WilliamDafoe,

If you want us to get in touch with the Casino Representative, please private message me your casino username.

Hello WilliamDafoe,

Thanks for providing us with your email address. The Casino Representative has been notified. Please keep an eye on this thread for updates.

Dear WilliamDafoe,

Thank you for the response!

Our Team is very sorry to hear that you have experienced difficulties while playing with us.
We congratulate you on your winnings and hope that your luck will never run out!
Your last withdrawal request was cancelled as you still have not gone through the verification procedure. Our Casino Team highly appreciates the fact that you have provided us with most of the documents that were requested for the verification.
However, we want to draw your attention to the fact that verification is requested only due to security reasons. According to the Terms and conditions, LevelUp Casino reserves the right to check a player’s identity prior to processing payouts and can hold any pending withdrawals during that time (https://prnt.sc/xasze0).
While contacting us in chat you were provided with the information regarding a document that still needs to be uploaded. To make sure that the transaction to our casino was performed by you, the screenshot that confirms your deposit should be sent to the Verification tab of your personal area. Deposit date, time, deposit amount and full name must be visible.
As we can see, earlier you have provided us with a screenshot of your deposit. However, our security department cannot accept it since the required information to verify your account is not visible.
Taking into the consideration the fact that you have informed us that there is no way you can provide us with a screenshot from the online banking, we kindly ask you to provide us with a bank statement, where the time of the deposit, amount of the deposit, date as well as the details of the transaction is visible.
As an alternative, you may provide us with an email from your bank that proves your transaction, where the date and time of the deposit are visible.
As soon as an essential document is provided, our team will check it as soon as possible. We hope to receive the document at the earliest convenience, so you cashout is processed.
Our team hopes for your cooperation.

Best Regards,
LevelUp Casino Team

What are you talking about? I sent the official bank transaction showing sender and reciever, amount, reference number and company that is in charge of sending you the money?

There is absolutely nothing else I can provide. I called my bank and they were confused as to why a casino would withhold my money and they should know all banks via interac work this way and that there is nothing at all they can do.

I have sent front and back of drivers license, bank statement, ewallet statement, another bank statement and the actual transaction with reference number and sender and company and logo.

How is there anything left to provide? There is nothing

I also want to add if they looked...the bank statement I used to verify address shows my name, account number and date and address. The second bank statement I sent shows my transactions and a transfer of $30 on Jan 19th OF THE SAME BANK. It is very easy to look at both statement and see they are the same. This should 100% suffice

My bank does not display name and date and address on the actualy transaction page until a month AFTER the transaction is made. As most people know this is how banks work.

There is nothing else I can provide as it is not physically possibly to force a bank to change their entire banking display system for this casino.

"As an alternative, you may provide us with an email from your bank that proves your transaction, where the date and time of the deposit are visible."

I have done that

Dear WilliamDafoe,

We understand that the process of verification before the withdrawal is not always pleasant, and it can take some time, but be sure, that it’s required only for security purposes.

Taking into account the distinctive feature of information display from your bank, we are happy to confirm that all necessary documents were successfully approved and there is no need for additional ones at the moment. Your cashout request was successfully processed.

Moreover, we would like to point out that if there is no need for additional documents, we try to process the withdrawal as soon as possible. It is of utmost importance to us that the experience for our players is pleasant.

We want to apologize again for the inconvenience caused. Our team hope for your understanding, as we want to ensure our players do not experience any problems and all visitors are satisfied.

We hope you continue playing with us! Wholeheartedly wishing you that luck will always be with you!

Best Regards,
LevelUp Casino Team

If it was important to keep your players happy you would never ever have treated me like this.

Let me be clear as most people know. I am fairly well known in the industry as I am an affiliate and we are well known casino streamers. I have never been treated so poorly in all my years. From short, unhelpful copy and pasted responses from live chat to a very non caring attitude to get this sorted to disregarding my documents, canceling my withdraws over and over. And just overall giving me a very hard time ...considering a massive amount of documents and proper explanation were given.

Your casino is the only casino that is totally clueless about how etransfer from gigaget inc works.

You should be absolutely ashamed at your entire staff and how this was handled. I will never play here again and I will suggest to all my viewers, friends, affiliate friends and whoever is reading this, do not give these guys your business. They treat you like absolute garbage and give you the biggest run around you will ever see and are totally clueless.

Easily the worst experience of my online gaming journey and I have been doing this for a decade.

Good riddance. Absolutely shameful behavior.

Dear WilliamDafoe,

Please accept our sincere apologies for the inconveniences that you experienced. 

When you contacted us in chat, we were trying to provide you with the fastest response.  Our support managers attempted to assist you when you were going through the verification so that the Finance department will process your withdrawal request as soon as possible. 

We understand that the verification procedure is not the most pleasant part while playing with LevelUp casino, but it is needed only for security reasons. 

We are glad to see that your verification is now complete and that your withdrawal request was approved successfully.

Once again thank you for your feedback, which we will use to continuously improve our services.

Kind Regards,

LevelUp Casino Team

I have one compliant against LevelUp Casino so unprofessional from their side and the behaviour of their chat agent,speechless.

I received email from your casino regarding casting a vote on one other site that i will be credited 50 free spins which were not credited.

I expect casino when they sent me some promo that promo to be honoured as other way is called misleading a player.

I was told from their agent that i am not eligible for the mentioned promo as my country restrictions but on their email says ALL PLAYERS.

And the fact they have sent me that email not professional not to credit me those free spins.Here are their promo T&C which i expected they should honour them!

Bonus T&C: The promotion is available once per casino account for all registered players who will submit proof from May 18, 2021, to June 17, 2021. 50 Free Spins apply to Elvis Frog in Vegas slot only, no wagering or max cashout attached.

I will need some clarification from their casino rep as they are running for "Best Casino"

Hi helena_kp,

Please private message me your casino username? The casino rep will be notified. 

Hi helena_kp,

We received your account details and notified the casino rep. Keep an eye on this topic.

Today they emailed me a proposal to vote for them. 50 free spins were credited quickly. 
The winnings are not withdrawn. Already 4 applications have been canceled for various reasons. All the necessary documents were uploaded, made a deposit via bitcoin, as previously there were deposits via Yandex money. However, the request for payment was canceled again, but this time the tech support is not responding all day.

The mail with the offer to vote specifies the conditions: no wager, no maxcashout. 
They have the same information on their website. But in the mail, when the free spins were credited, they wrote that the max cashout is 4000 rubles, which is about 40 euros

This is an obvious deception. 
And they don't even pay 4000 rubles

Thanks for your feedback,macur666. The casino rep has been notified and she will shortly reply on this topic. 

the first time the payment was canceled because my mail was not confirmed, they did not say anything about the other. Then withdraw request was canceled because it was necessary to make a deposit via Bitcoin. And again they did not say anything else. And again, the payment is canceled, because I need to upload a selfie. What else is their fantasy capable of?

Dear helena_kp,

First and foremost we would like to thank you for sharing your experience in our casino. We value each and every player’s feedback about our casino as it helps us to improve our service and so become better.

We would like to apologize for the inconvenience caused. In view of the fact that you received the letter about the bonus, and it is a special offer, we have already credited your account with the desired bonus. Your account was credited with 50 free spins with 50 EUR, no wager requirements and no maximum cashout.

We would like to wish you good luck while playing!

Thank you so much for the nomination. Looking forward to hearing from you soon!

Thank you, I'am so glad that this was solved very professional by your side!

Dear helena_kp,

Thank you for your reply.

We want to express our gratitude for the fact that you voted for our casino.

Besides, our team is happy to realize that you are satisfied with our services.

We will be glad to see you again in our casino.

May good luck be with you!

Warm regards,
Level Up Casino Team

Updated 30th May 2022: LuckyElf Casino added to LCB list

Dear macur666,

To begin with, we want to thank you for your feedback. We understand that the verification procedure may be tiring, but it is a very important safety precaution. In this way we can be sure that the funds will be credited to the player whom they belong.

Our team is happy to inform you that your withdrawal request was approved successfully.

Sorry for the inconvenience caused and thank you for your patience and understanding!

We wish all the best!

Warm regards,
LevelUp Casino team

I was outraged not by the verification procedure, but by the constant deception on your part, starting with the conditions. How do you explain this: We have issued 50 free spins in the game 'Elvis Frog in Vegas' to you. The wager will be x0, max bet - 100 RUB. The max win is 4000 RUB. 5 or 6 requests for payment were canceled for various reasons. I know this tactic, it is as old as the world, to wait until the player loses everything. But after complaints about this and other forums, you paid me a larger amount. By buying votes, you forget about your reputation, deceiving players

P.S. **********

>last sentence was removed by MelissaN<

Did you end up having any luck with this as I'm experiencing very similar issues. Your response is very much appreciated