LevelUp Casino Terms and Conditions

Effective Date: 25 June 2020

Last Updated: 27 March 2025

1. General Overview

LevelUp Casino (“the Casino”, “the Website”, “We”, “Us”, “Our”) is committed to providing a secure and legally compliant online gaming environment. All activities on our platform are conducted in accordance with the relevant legal and regulatory frameworks. It is the sole responsibility of each player to ensure that their participation in online gambling is lawful within their jurisdiction. Players must familiarise themselves with local regulations and confirm that online wagering is permitted in their area before engaging in any activity on our site.

2. Amendments to the Terms and Conditions

LevelUp Casino reserve the right to modify these Terms and Conditions at any time, at our sole discretion. While we strive to notify users of significant changes via email, it is ultimately the player’s responsibility to regularly review this page for updates. Continued use of the Casino following any changes constitutes acceptance of the revised Terms and Conditions. We encourage all users to stay informed about the current rules and policies governing their use of the Casino.

3. Eligibility to Participate

3.1 Age and Legal Requirements

Participation in the Casino is strictly limited to individuals who are at least 18 years old or have reached the legal age for gambling as specified by the laws of their place of residence. It is the player’s duty to ensure compliance with all applicable age restrictions and gambling laws in their jurisdiction. The Casino may request proof of age at any time and reserves the right to suspend or restrict access to accounts if age requirements are not met.

3.2 Jurisdictional Restrictions

Only players from countries and territories where online gambling is legal may register and play at the Casino. Players from “Restricted Countries” are not permitted to deposit funds, participate in real-money games, or claim bonuses. The list of Restricted Countries is extensive and includes, but is not limited to, the United States, United Kingdom, France, Russia, and many others. Attempting to circumvent these restrictions may result in account closure, forfeiture of winnings, and the inability to process withdrawals or refunds.

3.3 Player Responsibility

Players must ensure that they are not violating any local laws by accessing or using the Casino. The Casino disclaims all liability for any consequences arising from a player’s failure to comply with local regulations. Players are solely responsible for confirming their eligibility before engaging in any gambling activity on the site.

4. Game Accessibility and Provider Restrictions

4.1 Regional Game Availability

Certain games may be unavailable in specific jurisdictions due to restrictions imposed by game providers. These limitations are subject to change based on the policies of the providers and relevant legal requirements. Players are prohibited from using VPNs or other methods to bypass regional restrictions. Any attempt to circumvent these blocks may result in the confiscation of winnings and possible account suspension.

4.2 Provider-Specific Exclusions

Some game providers, such as NetEnt, enforce additional territorial restrictions on their games. For example, NetEnt games may not be supplied or played in countries including Belgium, Bulgaria, Colombia, Croatia, Czech Republic, Denmark, Estonia, France, Italy, Latvia, Lithuania, Mexico, Portugal, Romania, Spain, Sweden, Switzerland, United Kingdom, and the United States. Other branded games have their own unique territorial exclusions, which are detailed in the original Terms and Conditions.

4.3 Special Cases

Players from Canada are not eligible to access NYX games. Additional restrictions apply to certain branded slots, such as “Planet of the Apes”, “Vikings”, “Narcos”, “Street Fighter”, and “Fashion TV”, which are unavailable in various specified jurisdictions.

5. Supported Currencies

The Casino supports a diverse range of currencies to accommodate players worldwide. Accepted currencies include EUR, USD, CAD, AUD, NOK, NZD, BRL, ZAR, as well as cryptocurrencies such as BTC, BCH, ETH, LTC, DOG, and USDT. Players should select their preferred currency during registration, as changing the currency later may not be possible.

6. Fees and Tax Obligations

Players are fully responsible for any taxes, duties, or fees imposed on their winnings by the authorities in their country of residence. The Casino does not provide tax advice and does not withhold taxes on behalf of players. All financial obligations arising from winnings are the sole responsibility of the player.

7. Game Rules and Player Understanding

By agreeing to these Terms and Conditions, players confirm that they understand the rules of the games they choose to play. It is each player’s responsibility to familiarise themselves with the theoretical payout percentages and specific rules of each game. The Casino provides information about game rules and payout rates, but players are encouraged to seek clarification if needed before placing wagers.

8. Limitation of Liability

8.1 Financial Risk

Players acknowledge that gambling involves financial risk and may result in monetary loss. The Casino is not responsible for any losses incurred by players as a result of their participation in games or use of the Website. Players should only gamble with funds they can afford to lose.

8.2 Technical Issues

The Casino is not liable for any interruptions, hardware or software defects, unstable or lost internet connections, or other technical errors that may affect access to the site or disrupt gameplay. In the event of technical malfunctions, the Casino reserves the right to void affected wagers and correct any errors.

8.3 Mistaken Credits and Errors

If a player’s account is mistakenly credited with funds, bonuses, or winnings that do not rightfully belong to them—whether due to technical errors, paytable inaccuracies, or human mistakes—such amounts remain the property of the Casino. The Casino may reclaim these funds from the player’s account, and if the funds have already been withdrawn, the player must return them. Players are required to notify the Casino immediately if they become aware of such errors.

8.4 Indemnification

Players agree to indemnify and hold harmless the Casino, its directors, employees, partners, and service providers against any claims, losses, damages, or expenses arising from their use of the Website or participation in games. The Casino’s decision regarding breaches of the Terms and Conditions is final and binding.

9. Player Account Usage

9.1 Single Account Policy

Each player is permitted to create only one personal account. The creation of multiple accounts by a single individual is strictly prohibited and may result in the termination of all related accounts and the cancellation of winnings or bonuses accrued through duplicate accounts. Players must not share their account with third parties, including minors, or allow others to use the Website on their behalf1.

9.2 Personal Use Only

Accounts are intended for personal, non-commercial use. Players must keep their account information up to date and notify the Casino of any changes. The Casino reserves the right to verify player identity and may require a phone call as part of the Know Your Customer (KYC) process. Failure to complete verification within two weeks of a withdrawal request may result in account suspension.

10. Anti-Fraud Measures

10.1 Fraud Detection and Prevention

The Casino employs robust anti-fraud tools and techniques to detect and prevent fraudulent activities. Suspected fraudulent behaviour—including collusion, cheating, chargebacks, multiple account creation, and other forms of deception—may result in account termination, cancellation of winnings, and notification of regulatory authorities.

10.2 Chargebacks and Financial Misconduct

In the event of a chargeback, the Casino reserves the right to recover any losses or damages by deducting funds from the player’s balance, seeking further compensation, or closing the account. Players engaging in fraudulent financial activities may face legal action and permanent exclusion from the Casino.

10.3 Advantage Play and Bonus Abuse

The Casino has zero tolerance for advantage play or bonus abuse. Players attempting to exploit welcome offers or promotions through prohibited means (such as using stolen cards, providing false information, or creating multiple accounts) will have their bonuses and associated winnings voided. The Casino reserves the right to close accounts and withhold funds in such cases1.

10.4 KYC and Verification

To ensure the integrity of the platform, the Casino may request identification documents (such as ID, payment system records, or utility bills) in Latin or Cyrillic script. If documentation cannot be provided in these alphabets, video verification may be required. Failure to provide requested documents within 40 days of a KYC request may result in the confiscation of winnings.

10.5 Reporting Software Errors

Players must report any software errors or system incompleteness immediately and refrain from exploiting such issues. Failure to do so may result in liability for any costs incurred by the Casino as a result of the error1.

10.6 Wagering Requirements

All deposits must be wagered at least three times before withdrawal is permitted. If multiple deposits are made without gaming activity, the total amount must be wagered prior to withdrawal. The Casino may charge processing fees for withdrawals that do not meet these requirements.

11. Depositing Funds

11.1 Payment Methods

The Casino offers a variety of payment options, including VISA and MasterCard credit/debit cards and alternative payment methods. Players should contact customer support to determine the most suitable payment methods for their country of residence.

11.2 Third-Party Payments

Deposits must be made using payment methods registered in the player’s own name. Third-party payments are strictly prohibited. If a deposit is made from a third-party account, winnings will be confiscated, and the original deposit returned to the account owner. The Casino is not responsible for lost funds in such circumstances.

11.3 Deposit Limits

The minimum deposit amount is A$15 or equivalent. Maximum deposit limits vary by payment method and are displayed during the deposit process. Cryptocurrency deposits do not have set limits due to their nature. Players wishing to set gambling limits should use non-cryptocurrency payment methods.

12. Withdrawal Policy

12.1 Minimum and Maximum Withdrawals

The minimum withdrawal amount is A$10 or equivalent. Maximum withdrawal limits depend on the payment method used. If a requested withdrawal exceeds the payment system’s limit, the amount will be paid in instalments.

12.2 Verification and KYC

Withdrawals may require identity verification, including submission of identification documents. Providing false or incomplete information may result in withdrawal refusal and account termination. The Casino may report suspicious activity to regulatory authorities.

12.3 Payment Processing

Withdrawals via bank transfer are generally processed within three banking days. Additional charges may apply for intermediary banks, and the Casino cannot guarantee successful processing for all credit card transactions. The internal operating currency is AUD, so minor discrepancies may occur due to currency conversion.

12.4 Large Wins and Progressive Jackpots

Winnings exceeding A$15,000 may be paid out in monthly instalments of up to A$15,000 until the full amount is settled. Progressive jackpot wins are paid in full without instalments1.

12.5 No Financial Institution Status

The Casino is not a financial institution and does not offer interest-bearing accounts or currency exchange services. Players should not treat their Casino account as a bank account.

13. Refund Policy

13.1 Refund Requests

Refunds are considered only if requested within 24 hours of the transaction or within 30 days if account access is disputed. Withdrawals up to the amount deposited may be processed as refunds to the original payment method. Excess amounts are paid via alternative methods.

13.2 Bonus and Winnings Deductions

Before processing a refund, all bonuses and winnings in the player’s balance are deducted. The Casino may require additional documentation and reserves the right to make a verification phone call. Refunds are typically processed within 5–7 banking days.

13.3 Security and Legal Concerns

If a transaction is deemed high risk by the Casino or its payment processors, refunds may be initiated, and relevant authorities notified. All costs associated with refund procedures are borne by the player.

14. Dormant Accounts

An account is considered dormant if the player has not logged in or out for 12 consecutive months. Dormant accounts may incur a monthly administrative fee of A$25 or equivalent, deducted from the account balance. Fees cease when the balance reaches zero or the account is reactivated.

15. Expiry of Claims

Any claims or legal actions arising from these Terms and Conditions or Casino services must be filed within one year of the issue arising. Claims submitted after this period will not be considered.

16. Complaints and Dispute Resolution

16.1 Filing Complaints

Players may contact customer service to file complaints regarding Casino services. Complaints are initially handled by support staff and escalated if necessary. Only the account holder may submit a complaint; complaints cannot be transferred to third parties.

16.2 Dispute Resolution

In the event of a dispute, server logs and records serve as the final authority in determining the outcome. If there is a discrepancy between the result displayed on the player’s screen and the game server, the server result prevails. The Casino will use the contact details on file to communicate regarding disputes.

17. Non-Transferability of Rights

Players may not assign, pledge, or transfer any rights or claims arising from these Terms and Conditions, use of the Website, or participation in games without the Casino’s consent. This includes transferring ownership of accounts, winnings, deposits, bets, or any associated rights to third parties. Any attempt to do so is strictly prohibited and will be considered null and void.

18. Additional Provisions

18.1 Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

18.2 Governing Law

These Terms and Conditions are governed by the laws of the jurisdiction in which the Casino is registered.

18.3 Language

In case of discrepancies between different language versions of these Terms and Conditions, the English version shall prevail.

19. Responsible Gambling

The Casino is committed to promoting responsible gambling and provides tools for players to set limits on deposits, losses, and session times. Players experiencing gambling-related issues are encouraged to seek help from professional organisations and utilise the self-exclusion features available on the Website.