Complaint #19 Impressario Casino

Balance withdrawal delays

By LadySmiles

3 days ago

Dear AskGamblers Complaint Team,

I am requesting your assistance with an unresolved CA$400 withdrawal from Impressario Casino (impressariocasino.com).

My casino username is LadySmiles.

I originally requested the CA$400 withdrawal on August 1, 2026. I then spent approximately eight days repeatedly contacting the casino and complying with its identity and payment-method verification requests. I submitted the requested identification, proof of address, banking information, and photographs of the front and back of the card used for my deposit.

During this process, I was repeatedly given inconsistent explanations. At different times, I was told that my documents were acceptable, that a photograph of the back of my card was missing even though I had already submitted it, and that the absence of an embossed name on my BMO card was a problem. BMO cards issued to me do not have the cardholder’s name embossed on them. I provided additional information showing that the card and bank account belonged to me.

On August 8, 2026, Impressario Casino’s Risk & Fraud Department emailed me stating:

“We’re pleased to let you know that your recent withdrawal request of CA$400.00 has been approved and is now being processed. Your funds will reach you shortly.”

Despite this confirmation, the money was not transferred to my bank account. Instead, the original withdrawal was marked as processed and the CA$400 was returned to my casino balance as a processed deposit. My transaction history shows the original withdrawal and the return of the same amount to my casino balance.

Because the funds had been returned, I immediately submitted a second CA$400 withdrawal request on August 8. The second withdrawal appears in my transaction history under transaction ID 27089709. After I resubmitted it, the casino restarted the document-verification process even though my withdrawal and documents had just been approved.

It has now been 11 days since my original withdrawal request and another three days since I was forced to resubmit it. I still have not received the CA$400, a specific reason for the reversal, a clear explanation of what document is supposedly outstanding, or a firm completion date.

I have contacted live support numerous times. The representatives repeatedly state that the matter has been escalated and that I will receive an email, but they provide no substantive update. The casino’s automated assistant repeatedly claimed it was transferring me to a human support specialist, only to close the conversation moments later. This happened several times, including after I specifically asked the casino not to end the chat.

For approximately 24 hours, I was also blocked from accessing the casino’s website. When I asked why, support said that account restrictions were handled by another department and suggested that my account may have been under review, but they could not provide a reason. My access was later restored, but the withdrawal remained unresolved.

I have cooperated with every verification request and remain willing to provide any legitimate additional information. However, Impressario Casino has not identified a definite outstanding requirement. Its own Risk & Fraud Department confirmed that the withdrawal was approved, after which the casino returned the money to my playable balance and restarted the process.

I have not played with or spent the returned funds. I resubmitted the entire CA$400 for withdrawal as soon as I discovered what had happened.

I respectfully request that AskGamblers contact Impressario Casino and assist me in obtaining the full CA$400 withdrawal. I am asking the casino to:

1. Complete and pay my CA$400 withdrawal without further unnecessary delay.

2. Confirm in writing whether my account and verification are fully approved.

3. Clearly identify any genuinely outstanding document or requirement, if one exists.

4. Explain why an approved withdrawal was returned to my casino balance instead of being transferred to my bank account.

5. Confirm that no further verification restart or unexplained account restriction will be used to delay this payment.

I can provide screenshots showing:

* The original August 1 withdrawal.

* The casino’s August 8 approval email.

* The transaction history showing the withdrawal marked as processed and the CA$400 returned to my casino balance.

* The second CA$400 withdrawal request and transaction ID.

* My repeated document submissions and communications with support.

* The representatives’ inconsistent explanations.

* The repeated closing of chats after I requested a human specialist.

* The temporary website-access restriction.

Thank you for reviewing my complaint and helping me obtain the money legitimately owed to me.

Sincerely,

Disputed Casino Impressario Casino

Reason Verification issues

Amount $400

Discussion

63 hours left for LadySmiles to respond.

Impressario Casino

• Representative

1 day ago

Dear AskGamblers, dear Player,

We would like to reiterate what has been requested from the player by Impressario Casino: “The player needs to provide a bank statement linked to the card ending in 5016, showing recent transactions with Impressario Casino. The statement must also show the name of the account holder and should preferably be provided in its original PDF format.”

Unfortunately, the screenshots provided do not show the player's name and/or establish a clear link between the player and the card ending in 5016. The only document submitted that displays the player's name is a screenshot of a void/sample cheque. While this may confirm certain bank account details, it does not establish the required link between the player and the card ending in 5016.

To avoid any further confusion regarding the documents required, the player may provide either a bank statement or any other document from their bank, including an image, screenshot, or PDF, that allows us to verify that the card ending in 5016 belongs to them.

For the document to be accepted, the following information must be clearly visible:
* The bank's application/website name or logo
* The player's name
* The card number (at minimum, sufficient digits to identify the card ending in 5016)

Finally, if the player is unable to obtain an August statement at this time, a statement covering July 27 would be perfectly acceptable, as the player made a deposit of CA$25.00 on July 27. This transaction should therefore be identifiable on the corresponding BMO statement.

Thank you,

The Impressario Casino Team

LadySmiles

1 day ago

Thank you for providing Impressario Casino’s response.

Immediately after receiving it, I contacted Impressario support to comply with the stated verification requirement. I asked support to identify the exact billing descriptor or merchant name under which Impressario deposits appear on my Canadian BMO account, because the transactions do not display “Impressario Casino.” Support did not provide that information.

Nevertheless, I located the transactions that appeared to correspond with my casino deposits and submitted all available proof, including:

* New photographs of the front and back of the card ending in 5016, which I have now supplied for the third time.
* Screenshots of the relevant transactions from my BMO mobile-banking account.
* A screenshot of my bank-account details.
* An official BMO void cheque displaying my name and account information.

Impressario stated publicly that once the requested information was provided, the transaction would be processed within 15 minutes. After I submitted everything, support then told me that the 15-minute commitment no longer applied because they were now following a “different procedure.” They would not confirm that the verification department had received my documents, and the representative ended the chat while I was still waiting for confirmation.

I also contacted BMO. The bank advised me that it does not email documents to clients. My August statement cannot be produced until the statement period has ended, and the nearest physical branch is more than an hour away. I have therefore supplied every form of proof presently available through my banking account, including an official void cheque bearing my name.

It has now been approximately 18 hours since I submitted these documents. I have not received an acknowledgement that they were received, a verification decision, or the promised payment.

I also respectfully dispute the casino’s statement that the original withdrawal was reversed by my financial institution. I have not been provided with any transaction reference, rejection code, payment-trace information, or other evidence showing that Impressario actually sent the original withdrawal to BMO and that BMO returned it. The casino’s own transaction history showed the funds being returned to my casino balance.

I remain fully willing to cooperate. If Impressario will not accept the card images, banking screenshots, account-information screen, and official void cheque, I ask that it clearly identify a realistic alternative document that BMO can presently provide. I also request that Impressario:

1. Confirm receipt of the documents I submitted.
2. Identify which submitted document is allegedly insufficient and explain why.
3. Provide evidence supporting its claim that my bank reversed the original payment.
4. Honour its public statement that my CA$400 withdrawal would be processed once the requested proof was provided.

For privacy and security, I can provide the complete banking evidence privately to the AskGamblers Complaint Team.

Impressario Casino

• Representative

2 days ago

Dear AskGamblers, dear Player,

Please find below the response from our Financial Department:

1. The withdrawal was initially approved. However, it was subsequently reversed back to the player's account, by the player’s financial institution.

2. Following a deeper investigation, we confirmed that the cardholder’s name was not visible on the card. We therefore requested Proof of Ownership from the player, which has not yet been provided. Perhaps the player believes that the signature on the back of the card is sufficient to establish Proof of Ownership, but, unfortunately, this is not the case, as it does not comply with our KYC policy.

3. Therefore, in order to complete the verification, the player needs to provide the Bank Statement linked to the card ending in 5016 showing recent transactions with Impressario Casino. The statement also needs to show the account holder. And it should, preferably, be in the original PDF format.

Once the above information has been provided, the transaction will be processed within 15 minutes.

Thank you,

The Impressario Casino Team

Impressario Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $1,075

Avg. Complaint Duration 19 hours

Avg. Response Time 8 hours

Complaint Status

63h left

$400

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