LevelUp Casino - La cuenta del jugador ha sido cerrada sin motivo.

How can a casino, behind your back, put your account into suspension while they "sort out kyc" documents? Took 6 days of talking to what seemed like every1 in the building, to finally be told, accidentally mind you, that my account was on suspension until support team came back with a desicion..... About what exactly? Turns out after a quick chat to check on my health, they decided that must be lying and at risk etc etc so closing my account

The 6days between being originally "suspended" and yesterday finally being told account is to be closed - for.my.health and safety?

I did nothing wrong, was not at risk or showing signs of addiction etc.

They, in fact, have now put me at risk by doing this shady crap, behind my back and giving me every excuse possible about why account is on hold. I had a mental breakdown because of if it, to multiple people on their end.... And still no resolution or actual reason given to me, properly anyway, about why this has happened.

Don't give a poop about the 400 dollars Iay get, after depositing over a hundred over a 4 day period. I care about how they've gone about this and still won't give me my account or a justified reason behind the decision.

Hey, of they're good to you, luckyyy. But should they choose to do this, U have no options, nothing can be done. No talking since into them, they're like trained animals, same generic replies etc. no actual emotion or help or understanding at all.

Thanks for ruining my outlook on online casino interactions. Will add screenshots as needed. I have hundreds. Also still getting promotion emails etc, illegal if suspended due to "risk" 🤷👇 Felix and Arthur from VIP and support are the most infuriating people I've ever spoken to. Actual robots in disguise

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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?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you passed account verification?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Please don't share all the screenshots you have; please include a representative sample with key information regarding the reasons for account closure, discussing your payout or similar.

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

Dear JohnDoebr0,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru