Contact Level Up Casino Support Team 2026

We run two support channels: live chat and email. Live chat is the quickest route and is staffed 24/7, so it suits anything time-sensitive, such as a deposit that hasn't shown up, a login problem, or a question about how a promotion works. Email is better for detailed matters where you want to attach several files or explain a longer history, like a verification query or a formal complaint. We don't offer a phone line or a postal address for support, so please use one of these two channels. If you're not sure which to pick, start with chat and we'll point you onwards if needed.

A little detail up front saves a lot of back-and-forth. Please give us your username and the email address registered to your account, then describe the issue in plain words: what you were doing, what you expected, and what happened instead. Screenshots are very useful, especially of error messages or bonus screens. For anything involving money, add the transaction ID, the amount, the date, and the payment method used. If your question concerns a bonus, mention the promo code you entered, such as LVL1. Never send your full card number, password, or security codes; we will never ask for them.

Live chat is designed for near-immediate replies, day or night. Email takes longer because each message is read and answered by a team member who looks into your account history first. Complex cases, such as document checks or payment investigations, may need more time while we confirm details with the relevant department or payment provider. We'll always aim to tell you what's happening rather than leave you guessing. If you've contacted us by email and heard nothing for a while, nudge us through live chat with your reference and we'll chase it up straight away.

Before your first withdrawal, we ask every player to verify their identity. That means uploading a valid ID and proof of address to your account. It's a standard safeguard that protects you and keeps the platform secure, and it's far smoother when done early rather than at cash-out time. Reach out to us if a document was declined, if you're unsure which files are acceptable, or if you need to update personal details. We can also help with login trouble, password resets, two-factor authentication, and changing your account currency preferences. Just tell us what you're stuck on and we'll walk you through it.

Whether you're depositing or withdrawing, we're happy to help you trace a payment. Our banking options include Visa, Mastercard, PayID, POLi, BPAY, Neosurf, Bitcoin, Ethereum, Litecoin, and bank transfer. Tell us which method you used, the amount, and the transaction ID, and we'll check the status. Processing times differ by method: crypto is typically fastest, PayID usually lands within a day, while bank transfers and cards take longer once your account is verified. If a withdrawal looks delayed, confirm first that your verification is complete, then get in touch and we'll look into it with you.

If something hasn't gone the way it should, tell us. Start with live chat or email and describe the problem with as much detail as you can. Your case is reviewed by our support team, and if it can't be resolved at the first level, we pass it up to a senior team member for a closer look. We'll keep you informed along the way and explain our decision clearly. Should you still feel the outcome is unfair after going through our process, you may take the matter to the regulator that licenses us, Curacao eGaming. We'd always prefer to put things right with you directly first.

Play should stay enjoyable and within your means. If it stops feeling that way, contact us any time and we'll help you set deposit limits, take a cooling-off break, or request self-exclusion on your account. These requests are handled seriously and without judgement. You can also use the responsible gambling tools in your account settings. Gambling is for adults aged 18 and over, and it carries risk; never wager money you can't afford to lose. If you're worried about your habits, consider speaking with an independent support service in Australia, and please reach out to us whenever you need to pause or stop.