LevelUp Casino - El jugador tiene dificultades para completar la verificación de la cuenta.

Hello, the casino refuses to pay me out because the time of the transfer is not displayed on my online bank account. I played in many casinos and really all of them accepted this screenshot without clock. Unfortunately, my bank does not have the service with the time.

I understand all KYC, but refusing to pay out because of the time I feel is overkill. Even more so where I can't deliver these documents at all, because my bank doesn't show it on the account statement.

Hallo, das Casino verweigert mir die Auszahlung weil auf meinem Onlinebank Konto nicht die Uhrzeit bei der Überweisung angezeigt wird. Ich habe in vielen Casinos gespielt und wirklich alle haben diesen Screenshot ohne Uhrzeit akzeptiert. Meine Bank hat den Service mit der Uhrzeit leider nicht.

Ich verstehe alle KYC, aber jetzt wegen der Uhrzeit die Auszahlung zu verweigern finde ich übertrieben. Noch dazu wo ich diese Unterlagen gar nicht liefern kann, da meine Bank das nicht auf dem Kontoauszug anzeigt.

Dear woland19631,

Thank you for sharing your complaint with us. I’m sorry to hear about your problem. Please understand that this is a crucial step for online casinos to ensure that payments are processed securely and funds are sent to the rightful owner. As they cannot physically verify players' identities, the KYC process is essential to complete the necessary verification procedures.

Please let me know if verifying your payment method is the only obstacle preventing you from receiving your winnings. Have you provided all of the other required personal documents for verification purposes?

Please understand that this process may take several working days and it seems as this casino has very strict procedures to be followed., We will try our best to resolve your issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela,

all documents have been checked and are OK. I also emailed them the screenshot of the transfer. Everything is visible on this (date, amount, my name and the recipient). What is not visible on it is only the time (not offered by my bank). This is the only reason why the casino refuses to pay out. Every casino has accepted this exact screenshot so far. I find it completely exaggerated to refuse a payout. In addition, there is nothing on the casino's website that the time must be a mandatory criterion on the receipt. It says that the date, the amount, my name and the recipient must be visible.

Greetings Wolfgang

Hallo Petronela,

es wurden alle Dokumente überprüft und sind auch OK. Ich habe ihnen auch den Screenshot von der Überweisung gemailt. Auf diesem ist alles ersichtlich (Datum, Betrag, mein Name und der Empfänger). Was nicht darauf ersichtlich ist, ist lediglich die Uhrzeit (wird von meiner Bank nicht angeboten). Nur deshalb verweigert das Casino die Auszahlung. Jedes Casino hat bisher genau diesen Screenshot akzeptiert. Ich finde es komplett übertrieben deshalb eine Auszahlung zu verweigern. Noch dazu steht davon nichts auf der Seite des Casinos, das die Uhrzeit ein verpflichtendes Kriterium am Beleg sein muss. Es steht das das Datum, der Betrag, mein Name und der Empfänger zu sehen sein muss.

Liebe Grüße Wolfgang

Thank you very much, woland19631, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi woland19631,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask LevelUp Casino to join this conversation and share more information regarding the case.

Can you please provide any reason why you have to see the specific time of the transaction?

Thank you.

Best regards,

Tomas

Dear woland19631 and Casino Guru team,

We appreciate you taking the time to tell us about your experience.

First, we want to congratulate you on your win at LevelUp Casino!

Despite this, we would like to emphasize the importance of the verification process on our platform. Upon checking, you uploaded some documents successfully, which were already verified.

However, we asked you to upload proof of the transaction, so we can confirm that the payment was made to us. Unfortunately, we cannot accept your document because it doesn’t meet our requirements (namely, it should be a screen of your last deposit, on which we’ll see your name, the date and time of the deposit, and the amount of it).

Due to security concerns, our withdrawal policy does not permit withdrawals without complete verification. As an alternative, we may ask you to upload the bank statement. Please note that the bank statement should be provided in PDF format from March 31, 2023, 12:26:45 UTC, for further checking.

Your patience and understanding are much appreciated.

Looking forward to hearing from you soon!

Best regards,

LevelUp Casino Team

Thank you, LevelUp Casino, for providing the information.

Dear woland19631,

Could you please upload the bank statement to the casino as requested above? Please let us know once you have done it.

Kind regards,

Tomas

Hello Thomas,

I have now uploaded the bank statement from 3/31/23.

LG

wolfgang

Hallo Thomas,

ich habe jetzt den Kontoauszug ab 31.3.23 hochgeladen.

LG

Wolfgang

Thank you, woland19631, for letting us know.

Dear LevelUp Casino,

Could you please confirm that you have received the player's bank statement and update us once you have the player successfully verified?

Thank you.

Best wishes,

Tomas

Dear woland19631 and Casino Guru team,

Please accept our sincere gratitude for your cooperation!

Our team is happy to inform you that your documents have been verified, and the withdrawal request has been paid successfully.

Currently, the transaction is in the hands of the payment provider, and it may take up to 5 business days for them to be processed.

We are glad to see you on the list of winners! Feel free to contact us anytime, we will do our best to assist you!

Wishing you the best of luck!

Best regards,

LevelUp Casino Team

Thank you, LevelUp Casino, for providing good news.

Dear woland19631,

Could you please update us once you have received the payment?

Kind regards,

Tomas

Hello,

many thanks for your help. I received the money today.

LG

wolfgang

Hallo,

vielen Dank für eure Hilfe. Ich habe das Geld heute erhalten.

LG

Wolfgang

Dear woland19631,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas