I have a balance of 2500$ in the casino which I won in early March.
I was asked to reverify my account and provide the casino with my proof of deposit. Since my bank statement is only sent at the end of the month I had to wait until the end of March to provide them what they asked for.
When I received my statement I sent it in and it was not approved. I went on chat to get an answer and they told me I needed a PDF document showing my name, the transaction details, and the time and date of the transaction. I told them they had my bank statement but they said it was not enough. I then sent them a screenshot of the confirmation i received by email after making the transaction. They told me they would get back to me.
After a few days of not hearing back, I went back on chat and was told it was not approved. The agent was very helpful and went threw everything step by step with me. They even went to watch a YouTube video to see how we can get such a document from the bank. I tried everything with that agent, we clicked on every page the bank had but each one was missing something. Either the details were there but the name wasn’t, or my name was but the time wasn’t. At this point of the process, the casino had a PDF of my official bank statement and screenshots of every other possible link that could be clicked. The agent told me he would send all this information to the payments team and asked me to do one thing, call my bank and ask them if it was possible to get what they were asking for.
I not only called my bank, I also called Interac hoping they could perhaps provide me with what the casino asked. Interac told me to contact my bank and my bank told me to download my bank statement from my online portal.
I went back on chat only to be told that they understood the situation, but the payments team still demanded a pdf document with all the information on it. I asked the agent to provide me with an example of said document from someone else who had this issue in order to not only understand what they were looking for but in order to help me get it and they refused.
In 2023 the casino asked me to for a proof of deposit prior to paying my withdrawal as well. I was able to send them a bank statement in order to get verified. I deposited using the same bank and sent them the same bank statement as I did this time around, except this time it’s not enough.
I have always complied with every request the casino has made. I have spent hours on chat trying to sort out my issue. I have spent time on the phone with my bank and Interac … What the casino is asking for does not exist. At the moment they have my bank statement, screenshots of nearly every page from my online banking, and a screenshot of the deposit confirmation received by email, which can very easily be cross-referenced to prove the proof of deposit. I am asking you to invite the casino to this forum to discuss publicly and find a solution to this problem as every attempt I have made to resolve this threw chat has failed.
