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,
