Contact Level Up Casino Support

Need help with your account, have questions about bonuses, or hit a technical issue? Level Up Casino provides multiple support channels to handle player inquiries. Response times and effectiveness vary by method, so choosing the right channel matters.

Live Chat Support - Fastest Response

Availability: 24/7, year-round
Average Response Time: Under 5 minutes for common questions
Best For: Urgent issues, account problems, quick questions

Live chat is the primary support method at Level Up Casino. Click the chat icon in the bottom right corner of any page while logged in. Support agents handle basic account questions immediately, while complex issues requiring manager review take longer but still start with chat escalation.

The chat system works on both desktop and mobile. You don't need to stay on the page - minimize the browser and notifications alert you when agents respond. Chat transcripts save automatically in your account for reference.

What Live Chat Handles Well

• Deposit and withdrawal status checks
• Bonus activation and wagering progress
• Account verification status updates
• Technical issues with games or site functionality
• Payment method questions
• Password resets and login problems

What Requires Email Instead

• Detailed dispute documentation
• Document uploads for verification
• Complex bonus term clarifications
• Formal complaints requiring management review

Email Support

Email Address: [email protected] (check official site for current address)
Response Time: Within 24 hours typically, up to 48 hours during peak periods
Best For: Non-urgent inquiries, detailed explanations, document submissions

Email works better than live chat for complex issues requiring detailed explanations or documentation. You can attach screenshots, write comprehensive problem descriptions, and reference specific transaction IDs without time pressure.

Include your account username, registered email, and relevant details in every message. Vague emails like "my withdrawal isn't working" get generic responses requesting more information, which delays resolution. Specific emails like "Withdrawal request #12345 initiated on Dec 1st hasn't processed, verification completed Nov 25th" get faster, targeted responses.

Email Best Practices

• Use the email address registered to your account
• Include account username in subject line
• Reference specific transaction IDs or dates
• Attach relevant screenshots if applicable
• Be clear and concise - avoid essay-length messages
• Check spam folder for replies

Document Submission for Verification

Upload verification documents (photo ID, proof of address) directly through the verification section in your account settings. This is faster and more secure than emailing documents. The system accepts JPG, PNG, and PDF formats up to 5MB per file.

If the upload system malfunctions, email documents to the verification team address provided in your account. Include your username and specify which verification requirement you're fulfilling (proof of identity vs proof of address).

What to Expect From Support

Level Up support handles routine inquiries efficiently. Account balance checks, bonus activation, payment status - these get resolved quickly through live chat. Complex disputes, bonus term interpretations, or technical bugs require escalation to management, which adds 24-48 hours to resolution time.

Support agents operate from scripts for common questions. This ensures consistent answers but can feel robotic for unique situations. If the initial response doesn't address your specific issue, politely clarify and request escalation to a supervisor.

When Support Can't Help

Some requests fall outside support authority:

• Reversing completed withdrawals - Once processed, withdrawals cannot be canceled or reversed
• Waiving wagering requirements - Bonus terms are fixed and non-negotiable
• Extending expired bonuses - Deadlines apply universally without exceptions
• Recovering lost funds from completed gameplay - Bets are final once placed

Requesting exceptions to these policies wastes time for both you and support. The rules exist for operational and regulatory reasons that individual agents can't override.

Formal Complaints & Dispute Resolution

If standard support channels don't resolve your issue satisfactorily, you can file a formal complaint requesting management review. Send detailed documentation via email, including:

• Your account username
• Detailed description of the issue
• Relevant transaction IDs and dates
• Screenshots or evidence supporting your case
• What you've tried so far to resolve it
• What outcome you're seeking

Management reviews typically take 3-5 business days. You'll receive email updates on the investigation status. If Level Up's internal resolution doesn't satisfy you, disputes can escalate to the Curacao licensing authority through their official complaint procedures.

Social Media & Community Channels

Level Up maintains presence on social platforms for announcements, promotions, and community engagement. However, do not use social media for account support issues. Public posts about account problems expose your personal information and rarely get resolved faster than direct support contact.

Social media channels work for general questions about upcoming promotions, platform updates, or non-account-specific inquiries. For anything involving your account, use live chat or email.

Getting Better Support Results

Support quality improves when you provide clear information upfront. "My account is broken" generates generic troubleshooting responses. "I deposited A$100 via Bitcoin at 3:15 PM Dec 4th (transaction ID: xyz123), it shows confirmed on blockchain but hasn't credited to my account after 45 minutes" gets targeted investigation immediately.

Stay professional even when frustrated. Aggressive or abusive messages toward support staff delay resolution and sometimes result in communication restrictions. These are people doing their jobs within policy constraints - they want to help, but only within their authority limits.

Document everything. Screenshot errors, save transaction IDs, note dates and times. If an issue escalates to formal dispute, comprehensive documentation strengthens your case significantly.

Operating Hours & Time Zones

Live chat support operates 24/7, but response quality may vary during overnight hours when fewer agents are active. Email responses process during business hours (typically UTC business day), so weekend emails might not get replies until Monday.

If you're in Australia, adjust expectations for time zone differences. Sending an email late Friday night Australian time hits the support queue on Friday afternoon/evening UTC, which might not process until the following week.

Alternative Support Resources

Before contacting support, check the FAQ section on the Level Up Casino website. Many common questions have detailed answers already documented, which saves time for both you and support staff.

For responsible gambling support or gambling addiction concerns, contact specialist organizations directly:

• Gambling Help Online: 1800 858 858 (24/7 telephone and online counseling)
• Lifeline Australia: 13 11 14 (24/7 crisis support)

Level Up Casino support can enable account restrictions and self-exclusion, but they're not trained counselors. Reach out to proper support services if gambling is causing problems in your life.

Quick Contact Summary