Customer Support at LevelUp Casino South Africa
LevelUp Casino maintains a dedicated support team available 24/7 for South African players. The team handles account queries, payment issues, technical problems, and bonus clarifications through multiple communication channels. Average response times range from under 2 minutes for live chat to 4-6 hours for email inquiries.
Available Support Channels
Live Chat
Availability: 24/7
Response Time: Under 2 minutes
Best For: Account issues, quick questions, withdrawal status, bonus activation
Access live chat through the yellow button in the bottom-right corner of any page. Login required to initiate chat. Agents handle 2-6 conversations simultaneously; during peak hours (18:00-23:00 SAST) expect slight delays.
Email Support
Email: support@levelupcasino.co.za
Response Time: 4-6 hours (up to 24 hours weekends)
Best For: Document submission, complex payment disputes, detailed complaints
Include your account username, registered email, and transaction IDs when relevant. Attach screenshots for visual issues. Email provides permanent records of all correspondence – useful for escalated disputes.
Help Centre
Availability: Self-service 24/7
Response Time: Immediate
Best For: General information, payment methods, wagering rules
The FAQ database covers 80+ common topics. Search functionality locates specific answers in seconds. Updated monthly with new questions based on player inquiries. No account required to browse.
Common Support Topics
These issues account for approximately 75% of all support contacts:
- Account Verification: KYC document requirements, approval timeframes (24-72 hours), rejected document troubleshooting
- Withdrawal Delays: Processing times by method, pending withdrawal cancellation, withdrawal limit clarifications
- Bonus Issues: Wagering progress tracking, bonus activation failures, terms interpretation, forfeiture explanations
- Login Problems: Password resets (automated email sent within 3 minutes), account lockouts after failed attempts, two-factor authentication setup
- Payment Failures: Declined deposits (contact your bank first), missing deposits (allow 30 minutes for crypto confirmations), payment method restrictions
- Game Malfunctions: Disconnections during play (rounds complete automatically, winnings credited), frozen screens, missing game history
- Responsible Gaming Tools: Deposit limits, self-exclusion requests (processed within 24 hours), session reminders, reality checks
For urgent matters like account security breaches or unauthorized transactions; use live chat immediately and follow up with email documentation.
Complaint Escalation Process
If initial support contact doesn't resolve your issue, follow this escalation path:
- Request supervisor review during live chat or mark email subject as "ESCALATION REQUEST"
- Senior support agents respond within 12-24 hours with detailed investigation results
- Unresolved disputes escalate to the compliance team (allow 3-5 business days for review)
- Final step involves contacting the Curaçao Gaming Control Board licensing authority if internal resolution fails
Document all interactions – save chat transcripts, keep email threads intact, note dates and agent names. This documentation proves essential for formal complaints. LevelUp Casino commits to good-faith resolution of legitimate player concerns within reasonable timeframes.