LevelUp Casino - El saldo del jugador desapareció.

The complaint I make is the casino levelup casino having a good consideration I paid 27 euros to be precise I play first with a buffalo slot I play an hour and practically my balance was 34 euros then I go to another pirate shake slot playing a couple of days about hours I arrive at 197 all of a sudden it jumps and magically my balance goes back to 34 I send him messages but no one answers me please can you help me and I would be grateful

Thank you

Il reclamo che faccio è il casino levelup casino avendo una considerazione buona ho versato 27 euro per la precisione gioco prima con una slot buffalo gioco un oretta e praticamente il mio saldo era di 34 euro poi vado su un altra slot pirate shake giocando un paio d ore circa arrivo a 197 tutto un botto salta e magicamente il mio saldo torna a 34 gli mando i messaggi ma nessuno mi risponde perfavore potete aiutarmi ve e sarei grato

Grazie

Hello Viterbo79,

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? Did you accumulate your winnings with real money or did you use a bonus? Is the balance disappearance visible in your game history? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, thanks for your interest, I'll give you some updates as on Monday they deigned to answer me after dozens of messages however at the beginning they asked me the problem is that they would have examined it after a few messages they seemed to be cooperative and polite and I deluded myself that they could admit their gigantic mistake instead as I would have expected from the beginning they replied that the plays took place correctly and that if I had requested it they would have sent me the history of the plays but as it will surely be there will not be two hours of pirate sharky plays like they had disappeared on my transactions I think they also made them disappear from theirs about two hours of play on the pirAte sharky which had brought me to the balance of 197 if I remember correctly euros more euros less but not less than 190 until the scam happened to cancel my winnings to take me to the home and to restart with the balance of 34 I had when I had finished playing the buffalo I'm not making anything up and they can't do as they like that when I lose everything is fine but when I win it doesn't suit them and no it doesn't work so then they didn't even give me the welcome bonus really I was treated like a fish in the face however, besides the history of the bets, I asked for the messages because when they stole my balance I sent a lot of emails saying that my winnings had been taken away and that two hours of play with relative winnings did not appear in the history of the bets, which proves that there are two hours of hole and that I haven't invented anything anyway after several emails they have absolutely not deigned to answer me w so after a while I go back to the pirate sharky hoping it will bring me back up like this but it didn't go like this and they say that I i played and lost transparently ahahahah just making two hours of game disappear from my account a very strange thing and really i was amazed anyway one of the worst assistants za to customers I've ever seen

Thank you very much for the work that I remind you not for the money but for the mockery and I assure you that I am not making anything up thanks again

Salve grazie dell interessamento vi do degli aggiornamenti in quanto lunedì si sono degnati di rispondermi dopo decine di messaggi comunque all inizio mi hanno chiesto il problema è che l avrebbero esaminato dopo un po di messaggi loro sembravano di essere collaborativi e garbati e mi sono illuso che potessero ammettere il loro gigantesco errore invece come mi sarei aspettato dall inizio mi hanno risposto che le giocate sono avvenute correttamente e che se l avessi richiesto mi avrebbero mandato la storia delle giocate ma come sicuramente sara non ci saranno due ore di giocate alla pirate sharky come erano sparite sulle mie transazioni penso lhanno fatte sparire anche dal loro circa due ore di giocate sulla pirAte sharky che mi avevano portato al saldo di 197 se ricordo bene euro in piu euro in meno ma non meno di 190 fino a che e successo il fatto truffaldino di annullarmi le vincite di portarmi alla home e di ripartire con il saldo di 34 che avevo quando avevo finito di giocare alla buffalo io non mi sto inventando niente e loro non possono fare come gli pare che quando perdo tutto bene ma quando vinco non gli sta bene e no non funziona così poi non mi hanno neanche dato il bonus di benvenuto veramente sono stato trattato a pesci in faccia comunque io oltre la storia delle giocate ho chiesto i messaggi perché quando mi hanno maltolto il saldo ho mandato un sacco di email dicendo che mi era stata tolta la vincita e che due ore di gioco con relative vincite non risultassero nellA storia delle giocate il che prova che ci sono due ore di buco e che non mi sono inventato niente comunque dopo svariati email non si sono assolutamente degnati di rispondermi w quindi dopo un bel po torno alla pirate sharky sperando che mi riportasse su così invece non andò così e loro dicono che io ho giocato e perso in modo trasparente ahahahah il solo far sparire due ore di gioco dal mio account una cosa stranissima e veramente sono rimasto sbigottito comunque una delle peggiori assistenza ai clienti che abbia mai visto

Vi ringrazio veramente tanto del lavoro che vi ricordo io non per i soldi ma per la presa in giro e vi assicuro che non mi sto inventando niente grazie ancora

Hello Viterbo79 and thank you for all the information provided.

I would like to ask LevelUp Casino to join us and help us resolve the player's issue.

Dear Viterbo79 and Casino Guru Team,

To start with, we sincerely regret to hear that you faced difficulties at our casino. We totally understand your frustration, but we do not modify the gaming history collected by the system. Our team is always loyal to our players and does its utmost to provide users with a pleasant experience.

Moreover, we would like to inform you that as soon as we gathered all information, we transferred all these bets to the player as a confirmation that there was no trace of a sudden deduction of funds. In addition, we noticed that there was a time gap while playing a game, namely Pirate Sharky, which can indicate that there wasn't any bet on real funds at that time.  

Please note, that our casino offers two different versions of the game – demo and real money versions. Demo slot machine is developed just like the regular one. The primary difference is that it doesn’t allow real-money betting. This version enables the player to test their luck without risking anything. Most of the available demo slots come with the same symbols and paylines as the real money version. Such bets display neither in our system nor in the gaming history of the player's account. We kindly ask you to ensure you haven't used this mode. 

In conclusion, the player hasn't provided us with a screenshot or details of the bet, so we could check and transfer it further. In order to check the particular bet, the player should indicate the name of a game, balance before and after the bet, bet amount, and time of the bet.

We would like to point out that if there is any issue you are facing, our support team works round the clock to provide help any time of the day. We are always ready to give a hand.

May good luck and fortune always be on your side!

Warmest regards,

LevelUp Casino Team

I have been playing for years but the playful excuse in demo doesn't hold up I started with real money if I started with demo I would have started with a budget of at least 1000 while I played very low and my budget was very low I played at most between 0.20 and 0.60 lo I know very well when you play demo it's not that I've been playing for 1 day but for years that game was doing all this for a measly 190 euros which I would certainly have replayed and in fact having no imagination to do all this when I sent dozens of emails seeing your indifference to answer I waited a bit and then I hoped that by playing on the same machine that seemed good to me I would get back up but nothing even the welcome bonus you didn't calculate but I didn't care about that even if it was the first one but it's a gift so don't problems can arise while the money I put in is not and it's a matter of principle because you didn't calculate me ok

No you casinoguru who are really good at helping us because sometimes they trample you they make the laws it depends how they wake up and it's not good I have always had an impeccable behavior in fact I'm sorry to make these complaints if I could I wouldn't have done it but I feel teased and if they had answered me immediately maybe we weren't so ok thanks for everything

Then the screenshots how could I take them if I knew it was like this I would have done it but in two hours of play I would have done more than 2000 screenshots but then I didn't do it because there is a story and if I need it I'll go there this is the first time okay thanks

Io sono anni che gioco ma la scusa del giocoso in demo non regge iosono partito con soldi reali se partivo con demo sarei partito con un budget almeno di 1000 mentre io giocavo bassissimo ed il mio budget era bassissimo giocavo al massimo tra i 0.20 e 0.60 lo so benissimo quando si gioca demo non è che gioco da 1 giorni ma da anni che gioco stava facendo tutto questo per dei miseri 190 euro che sicuramente avrei rigiocato ed infatti non avendo fantasia di fare tutto questo quando ho mandato decine di email vedendo il vostro menefreghismo a rispondere ho aspettato un po e poi ho sperato che giocando nella stessa macchinetta che mi sembrava buona sarei risalito invece niente anche il bonus di benvenuto non mi avete calcolato ma di quello non me n e fregato anche se era il primo però è un regalo quindi non si può fare dei problemi mentre i soldi che ho messo no ed è una questione di principio perché non mi avete calcolato ok

No voi di casinoguru che siete veramente bravi ad aiutarci perché avvolte ti calpestano fanno le leggi dipende come si svegliano e non va bene io ho sempre avuto un comportamento ineccepibile infatti dispiace fare questi reclami se potevo non lo avrei fatto ma mi sento preso in giro e se mi avessero risposto subito forse non stavamo così ok grazie di tutto

A poi i screenshot come facevo a farli se sapevo che era così l avrei fatto ma in due ore di gioco avrei fatto più di 2000 screenshot ma poi non lho fatti perché c'è una storia e se mi servono vado la questa è la prima volta va bene grazie

I saw that you wanted to know the beginning and the end of my play pirate sharkly mysteriously disappeared I started with a balance of 34 after playing it seems to me like a buffalo and when the game took me and excluded my play precisely I should have been on a balance of 194 and the time was certainly 20 minutes before I started playing again, i.e. around 12.40 because I wanted to wait for assistance but logically I can't remember exactly because when playing you don't always look at the balance and the time after thousands of spin ok thanks let's hope the casino recognizes the error

A greeting

Ho visto che volevate sapere l inizio e la fine della mia giocata misteriosamente scomparsa alla pirate sharkly ho iniziato con saldo 34 dopo aver giocato mi sembra ad un buffalo e quando il gioco mi ha portato ed escluso la mia giocata precisamente dovrei essere stato a saldo 194 e lora era sicuramente una 20 di minuti prima di quando mi sono ri messo a giocare cioe verso le 12 e 40 perche volevo aspettare l assistenza però logicamente non mi posso ricordare con precisione perché giocando non stai sempre a guardare il saldo e lora dopo migliaia di spin ok grazie speriamo che il casino riconosca l errore

Un saluto

Is it possible to forward the betting history to nikolas.b@casino.guru for further review?

Sure for me it's not a problem I sent them to you the history is in the box above

Certo per me non è un problema ve le ho mandate la cronologia stanno nel riquadro sopra

Dear Casino Guru Team,

Thank you for looking into this case!

As it was requested, the document has already been sent to you by e-mail.

Dear Viterbo79, we appreciate your public statement, and we regret to hear that you faced difficulties at our casino. However, we would like to assure you that, in this case, we actually acted accordingly to the displayed betting history, and our support team is always ready to give you a hand!

Wholeheartedly wishing you that luck will always be with you! 

Hope for your understanding!

Kind regards,

LevelUp Casino Team

Dear Viterbo79,

Based on all the collected evidence so far, we have no other option but to believe that the bonus rounds missing from your betting history were demo games. If there isn't any concrete evidence from your part showing that the balance really disappeared, we must conclude that the betting history received from the casino is correct.

From now on I can only recommend to try to contact the game provider or the licensing authorities of the casino as they might have an access to the game logs if you find them altered somehow by the casino.

As the casino provided relevant evidence, we will be forced to close the complaint.

Is there anything else we can assist you with?

No, I have to say that you have now decided and okay I can say goodbye

No che devo dire oramai avete deciso e va be che posso dire arrivederci

The complaint will be now closed based on the above described situation.