Withdrawal not received and Casino withholding necessary tracking information

I made my withdrawal request on June 4, 2025 via Interac E-transfer, the method with which I made my deposit. After waiting the casino's mandatory 24 hour pending period before they process any withdrawals, my withdrawal was rejected with the reason given being Interac "failed". After asking what this meant, I was told I need to "validate" the transfer on my end. This didn't make any sense at all because Canadian bank accounts automatically receive Interac e-transfers and the bank doesn't need to validate them individually. Even though I knew this already, I called my bank and they confirmed my understanding. I relayed this back to the casino and asked that they contact their payment provider who dealt with Interac payments/withdrawals and they ignored my response and kept telling me like a broken record that I had to have it validated on my end. I asked if I could try a different withdrawal method to which they agreed and so I chose Much Better Wallet, a method I had used to deposit before. Again, the withdrawal was rejected for the same reason (it "failed") without giving any further explanation. Again, I asked them to get in touch with Much Better, because I couldn't understand how both Interac and Much Better both "failed". I was then told that if I wanted to make the withdraw I would have to do a Bank Transfer (i.e. wire transfer). I was hesitant to do this as Interac has a processing time of 1 day or less and Much Better is instant whereas Bank Transfer is 3 - 5 business once sent by their bank. If I knew these other methods which are advertised on the casino's website weren't available I wouldn't have deposited and played at the casino as I usually play at crypto casinos and know quick withdrawals are possible. The fact that Interac and Much Better were rejected without any good explanation made it seem like the casino purposefully wanted me to choose bank transfer which I am now suspicious about given subsequent events.

I begrudingly agreed to accept the winnings via e-transfer. After submitting my bank info, I was told the withdrawal was now in processing and I would receive an email when the transfer was approved and sent out. On Friday, June 6, I received an email from the casino stating my withdrawal has been successfully processed and that "While most withdrawals will be with you within 2 hours, please do allow for a up to 5 business days for the funds to reach your account." I responded to this email immediately asking the staff for additional basic details about the bank transfer so that I had the relevant information to give my bank for tracking purposes. It is customary for a sender to provider the recipient with this info. I asked for info on the sending bank and the FedID, a 16-digit reference # which is how receiving banks can track int'l transfers. I knew this was what was required from past wire transfers and any google search on the topic will show that the FedID is necessary to track any wire transfer. I didn't receive a response to my request until the following Monday when customer support provided me a PDF they referred to as a "proof of payment" from Inpay, their payment provider who handles wire transfers. The document included 2 reference #s, but neither were the 16-digit FedID. It was also unclear if Inpay was the sending bank or if they were just a third party.

I replied asking for the outstanding info and after 2 days I received a response that there is no FedID and that my bank would be able to track the transfer using the info I had been provided. I called my bank to ask if the ref info I had was sufficient, and they told me no - they needed the 16 digit fed ID. I relayed this back to Gate777 and was told until 5 business days had passed, and if I hadn't received the transfer I could send them my bank statement demonstrating it wasn't received and a letter from my bank stating the tracking infor wasn't sufficient. I am left baffled by this as any credible company processing wire transfers knows that every international transfer has a FedID. I waited patiently hoping the transfer would appear in my account however 5 business days have now passed and my bank has not received any wire transfers to my account. They will not provide me a letter because I was told the sending bank will have given it to the sender there's no reason for any documentation. I have relayed this back to casino and given my bank statement from the past 5 days.hey have not yet responded to that email. I notified them via email today that my bank is unwilling to give me a letter but I did provide my bank statement from the past 6 days. I contacted live support and their payments team had left for the day. I've contacted them twice and received no further reply.

I am concerned that this transfer was never sent and that Inpay is not a legitimate company. The hesitancy to provide me the basic information about the transfer is troublesome as was the rejection of other, quicker, trusted methods.