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I am filing this complaint because the casino is repeatedly rejecting valid and complete KYC / payment verification documents without providing any concrete or actionable reason.

Summary of the situation:

I deposited 22.00 CAD via Interac e-Transfer on 31.01.2026

The deposit was successfully completed and confirmed

I later completed full KYC verification, including:

Selfie with government-issued ID

Proof of identity

Proof of address

All documents were accepted except the payment verification, which keeps being declined despite meeting the requested criteria.

What the casino requested:

A photo or screenshot of the Interac transaction from 31.01.2026 for 22.00 CAD, with amount, name, and date/time clearly visible

A screenshot of my personal Interac account (full website version), with the wallet verified

What I provided:

A screenshot from my bank account transaction history clearly showing:

The 22.00 CAD Interac e-Transfer

The recipient name

The date (31.01.2026)

The transaction reference/message

A screenshot of my online banking account, demonstrating that Interac e-Transfer is enabled and that the transaction originated from my personal account

Important clarification:

Interac e-Transfer is not a standalone wallet or website. It is a bank-integrated payment method in Canada. There is no separate "Interac account" that users can log into independently. The only possible proof available is:

Bank transaction history

Interac confirmation email

Bank account overview

These were all provided.

Problem:

The casino continues to decline the documents without explaining what is missing or what additional proof is expected, even though the requested information is clearly visible and Interac does not provide anything beyond what I already submitted.

At this point, I believe the verification is being unreasonably delayed, and I am concerned this is being used to avoid processing my withdrawal.

What I am requesting:

Assistance in determining whether the casino’s request is reasonable given how Interac works

Mediation to ensure my valid payment proof is accepted

Release of my funds once verification is confirmed

I am fully cooperative and willing to provide any legitimate document that actually exists, but I cannot provide documents that are technically impossible to obtain.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward the emails or messages you received from the casino in which your payment verification documents were rejected, especially if they include any comments or reasons for the rejection? You may send them directly to my email address: veronika.f@casino.guru.
• Additionally, could you please confirm whether you uploaded your proof of payment in the format requested by the casino?
• Lastly, is it possible to download an official Interac-related bank statement or confirmation directly from your online banking account, or would such a document only be available upon request and approval by a bank employee?

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

Best regards

Veronika

Hello Veronika,

I sent what you asked for by email. I told them several times that Interac is not a standalone app, it's a payment method integrated into every Canadian bank. So what they were asking for was completely impossible. In my opinion, it's a way for them to discourage people from doing KYC by making them lose their patience and therefore give up on the money as well.

For your question 2) yes I uploaded it with the really vague instruction they give. Support wasn't helpful as well, they kept copy / paste the non sense even though I explained to them what's Interac and how does it work.

Thanks for your help!

Samuel.

Dear samueltherriault

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello samueltherriault,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear VulkanSpiele Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Good afternoon, Casino Guru team and samueltherriault,

Samueltherriault, the information you provided has been taken into account during the verification process. At this stage, in order to complete the verification, you need to provide a photo showing yourself holding your identity document, along with a note displaying the email address used to register the account and the current date.

This request was also sent to your email on February 11.

Thank you in advance!

Dear samueltherriault,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Lucia
Casino.Guru