LevelUp Casino - プレーヤーのボーナスは入金されませんでした。

I found this casino through your site, especially the bonus is exclusive. When replenishing, I added a euro account, chose ltc for the payment method, as a result, only ltc is on the account, but there should be euros and your exclusive bonus. Online support does not understand what I am saying, although you indicate that the support is Russian, this is not so. I wrote in English, and they write to me that you have a duplicate account, go through verification and win back the x3 deposit, although I need the deposit back and nothing more. There is no bonus, the account was not replenished, and how to communicate with them, my native Russian, I don’t know English well. I ask for a refund, the conditions are incorrect.

Нашел данное казино, через ваш сайт, тем более и бонус эксклюзивный. При пополнении добавил евро счёт, выбрал для метода оплаты ltc, в итоге на счету только ltc, а должно быть евро и ваш эксклюзивный бонус. Онлайн поддержка не понимает, что я говорю, хотя у вас указано, что поддержка русская, это не так. Написал на английском, а мне пишут, что у вас дубликат аккаунта, пройдите верификацию и отыграйте депозит x3, хотя мне надо, чтобы вернули депозит и больше ничего. Бонуса нет, счёт пополнен не тот, да и как с ними общаться, мой родной русский, английский плохо знаю. Прошу возврата средств, условия неверные.

Hello dxlive86,

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 is yes, since when exactly? What do they mean by duplicate account - do you own more than 1 account there? Did you play any game since you deposited or you're waiting for the bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Верификация прошел. В казино пришлось играть, т.к они на почту прислали письмо и сказали чтобы я отгырал депозит х3, я это сделал и подал заявку на вывод. Мне отменили вывод и сообщили, что аккаунт дублирующий, я на это им раз в пятый сказал, что я про другой аккаунт не знаю. Потом мне ответили, чтобы я написал в поддержку с дублирующего аккаунта и закрыл счёт, зная про другой аккаунт, я бы новый не создавал. Ниже вставлю их условия

Dear Dmitry,

We want to inform you, that according to the terms and conditions of our casino, all players should go through the verification process for security purposes. To do that, you need to upload the following document to "My Account">"Profile">"Verification".

Here is a direct link → https://www.levelupcasino.com/profile/general/verification

— Photo of the document, which proves your identity (passport, ID or driving license so that your full name, birth date and expiry date are visible).

Moreover, our Security Department check your profile, and notice that you have a duplicate. Could you please clarify the information regarding that account?

In addition, according to the terms and conditions, every deposit has to be played at least 3 times. To remove the restrictions on the current withdrawal, you need to make bets for the sum, which exceeds 3 times the deposit amount.

To remove the restrictions on the current withdrawal, you need to bet 0.84007548 LTC.

You can follow that link in order to get acquainted with all our T&C: https://levelupcasino.com/terms-and-conditions

In case, you provided the whole package of documents and all the rules were met, the process of verification will take about one hour. Otherwise, we can request to upload new documents that will conform to the rules of our casino.

Best regards,

LevelUp Casino

После

Dear Dmitry,

Thank you for contacting our support service.

We would like to pay your attention, that your current withdrawal request was rejected as our Security Department has discovered that you have the duplicate account.

Take into consideration, that in order to close the duplicate account, you should write an email to support@levelupcasino.com. In the letter, you must state that you are asking that you want to close your account and indicate the reason for it.

We strongly emphasize that this email has to be sent from the email address associated with the account you want to be closed.

Thank you for the cooperation. We look forward to hearing from you.

Best regards,

LevelUp Casino

Dear Dmitry,

Hope you are doing well!

Recently, you contacted us via support chat.

As we can see, you still have a duplicate account.

According to the terms and conditions of our casino, each player is allowed to create only one (1) personal account.

Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to the termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account

More information you can find following the link: https://levelupcasino.com/terms-and-conditions

If you want to receive any bonuses in the future, your duplicate account must be closed. In order to do this, you should send a letter to support@levelupcasino.com.

You may write the following: "I want to close this account as a duplicate".

Also, we want to inform you, that new details on your quest were transferred to the appropriate department and we will check it.

Thank you for your help and cooperation.

Please, let us know if we can help you with something!

Looking forward to your response.

Kind regards,

LevelUP Team

И так каждый раз, а я просто хочу вернуть депозит и все)

Here they sent it again - this is some kind of vicious circle, you have to write from the mail and delete the account, but I don’t have access to the account, because I didn’t even know that I had an account with them.

Вот опять прислали - это замкнутый круг какой-то, надо написать с почты и удалить аккаунт, но доступа к аккаунту у меня нет, т.к я даже не знал, что имею у них аккаунт.

Dear Dmitry,

Thank you for your response.

As much as we would love to help you, we cannot provide you with your duplicate account's details.

Due to our GDPR Policy, we cannot provide you with information about another accounts as well as their personal data. All the details are confidential and cannot be disclosed under any circumstances. You can find the more information about privacy policy by the link: https://levelupcasino.com/privacy-policy

Therefore, we recommend that you remember the data of your other account. We also want to remind you that the successful withdrawal request is possible only after closing your duplicate account.

We hope for your comprehension of the matter. Should you have any additional questions, feel free to contact us.

Kind regards,

LevelUp Casino Team

Miraculously, I restored access to the mail, now I wrote from it to the casino to delete the account. If after the removal the funds are returned, I will close the complaint.

The account was deleted, but the withdrawal is still canceled. They say you need to go through verification again. He provided, after that, a letter to the post office again that personal documents should be in Latin, and I live in Russia, our state language is Russian. They say you must have a foreign passport, but only those who travel abroad have it and do it at will. The most interesting thing is that I passed the verification before filing a complaint by providing my original documents, but now they are gone and I have to find documents in Latin somewhere.

Аккаунт удалили, но вывод по прежнему отменяют. Говорят надо опять пройти верификацию. Предоставил, после на почту опять письмо, что личные документы должны быть на латинице, а я живу в России, у нас государственный язык -русский. Говорят у вас должен быть заграничный паспорт, но есть только у того, кто ездит заграницу и делают по желанию. Самое интересное, что верификацию я прошел до подачи жалобы предоставив свои оригинальные документы, а теперь их нет и я должен найти где то документы на латыни.

We returned the deposit, it was difficult.

Вернули депозит, это было сложно.

Do I understand it correctly that your issue has been resolved?

Yes

Да

Thank you dxlive86 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick