How Levelup Handles Player Complaints

Raising a Complaint With Levelup

If something about your experience at Levelup Casino Australia doesn't add up — a game that misbehaved, an account question, or a bonus term you want clarified — the first and only step we ask is to email our support team at support@levelupcasino.com. We log every message from that address and follow up directly with the player who sent it.

Because we communicate by email rather than live chat, a complaint is best written as a single clear message rather than a back-and-forth. We read every submission in full before replying, so there is no need to send the same concern twice.

What to Include in Your Message

To help us look into the issue quickly, include the email address tied to your account, the date the issue occurred, and a short description of what happened. If your complaint relates to a deposit or a withdrawal, mention the method you used — this helps us trace the transaction faster. If the issue relates to signing in, let us know whether you were able to access your account at all or needed to go through password recovery first.

Complaint Contact Details

We keep the complaint route simple on purpose — one address, reviewed by our support team. Here is where a message about any issue should go.

Sending your complaint to this address means it goes straight into our support queue rather than getting lost across different pages of the site.

What Happens After You Submit a Complaint

Once we receive your email, our support team reviews the details against your account activity. For complaints tied to money moving in or out, we check the record of the transaction itself, which is why mentioning the method and date matters — it lets us match your message to the right deposit or withdrawal attempt without extra back-and-forth.

If the complaint concerns a bonus, we check it against the offer you were on, since the welcome package has different stages and each one carries its own conditions. Being specific about which offer you claimed helps us answer without guesswork on either side.

If the issue turns out to be something you can resolve yourself in the meantime — for example regaining account access — we may point you toward the relevant part of the site, such as the withdrawal process or deposit methods, while we continue looking into the complaint itself. We reply to every message we receive; there is no separate escalation form or ticket number to track, just the one email thread.