Betkwiff Casino - Player is caught in KYC verification issues.

First of all, they do accept Quebec players in their T&Cs so your information on casino guru is outdated.

Secondly, I am stuck in an impossible KYC loop. I have managed to verify ID, proof of address and selfie with ID.

Betkwiff is requesting a proof of payment showing my deposit of 1000$ CAD on august 13 via interac through their payment provider Gigadat Inc. I have sent them an OFFICIAL bank statement in pdf format from august 2025 showing my name, address and the 1000$ deposit to betkwiff via Gigadat Inc on august 13 2025. They keep saying that the document is in the wrong format or that it doesn't show all the details I need. I cannot verify my account even though I sent a perfectly legitimate document.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you been making bets on sports? To our knowledge, casino games are not available for Quebec residents.

Please understand that KYC is a crucial and essential process, during which the casino ensures that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process. 

• Are your other documents verified? Is proof of deposit the only obstacle before placing a withdrawal request?
• Could you please advise which specific documents you have provided and when you sent them?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Based on the screenshot you attached, the casino requested proof of payment from Interac. Do you have such a document?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Natalia

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

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Hello,

1) Yes all the other documents are verified, only the proof of payment is left

2) I have sent them an official bank statement download directly in pdf format from my bank account, showing my name+address as well as all of my transactions of the month (and clearly showing my 1000$ deposit to Gigadat Inc. their Interac payment provider on august 13 2025).

3) According to livechat : "Proof of Payment Method: Document does not show your details. To get proof of an Interac payment, download the transaction confirmation, payment receipt, or bank statement from your online banking or mobile banking app. The document should include your personal details, the amount, the recipient, and the transaction date."

I have sent them a bank statement that includes my personal details, the amount, the recipient and the transaction date. So yes I have sent them exactly what they are asking for. I cannot get a proof of payment from Interac because it doesn't exist. Interac is a way to do bank transfers only in Canada so it is a BANK TRANSACTION. It can only be shown on bank statement.

Hello,

I have received my funds. You can close this complaint, thank you

Dear player,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia Burlutskaia

Casino.Guru