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I deposited $75.00 via Interac e-Transfer on April 4, 2026. After deciding not to play, I requested a refund/withdrawal of my principal deposit. The casino is now using several predatory tactics to prevent me from accessing my funds:

Impossible Verification Demands: The casino is demanding a full monthly bank statement for April 2026. As it is currently April 7th, my bank (Scotiabank) has not yet generated this statement. I have provided official PDF transaction reports and receipts showing my name, the date, and the transaction ID, but the casino continues to reject these as a stalling tactic.

Inconsistent Verification: My deposit was initially marked as "Verified" in their system. Once I requested a withdrawal, they revoked this status and began demanding the unavailable April statement.

Predatory Withdrawal Terms: I was not informed prior to depositing that there is a $250.00 minimum withdrawal limit for Interac. Since this is 300% higher than my initial deposit, it creates a "trap" where I cannot withdraw my own money. They are also demanding a 3x wagering requirement ($225.00) on my own cash deposit before allowing a withdrawal.

I have provided all legal banking documentation available at this date. I am requesting that the casino manually verify my account using the official transaction records provided and issue a one-time refund of my $75.00 balance to my original payment method.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise on the reason you requested a refund from the casino? Have the deposited funds already been used up in gameplay?
• Could you please clarify how much time has passed between the deposit and your refund request?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

Thank you for looking into my case. Here are the answers to your questions to clarify the situation:

Reason for Refund Request I requested a refund immediately after discovering predatory and previously undisclosed terms. I found that the casino has a minimum withdrawal limit of $250.00 for Interac, which is more than 300% of my initial $75.00 deposit. Additionally, they require a 3x wagering requirement on the principal deposit before any withdrawal is permitted. These terms make it virtually impossible for a player to withdraw their own funds without significant risk or depositing much more money.

Status of Funds

None of the deposited funds have been used for gameplay. The full balance of $75.00 remains untouched in my account.

Timeline The time between my deposit and my refund request was almost immediate. I deposited the funds on April 4, 2026, at 12:26 PM , and sent my first email requesting a withdrawal at 1:00 PM that same day—just 34 minutes later.

Additional Context on Verification The casino has been using bad-faith stalling tactics regarding my verification. On April 5, 2026, at 8:14 PM, a support representative explicitly emailed me stating, "I would like to inform you that your proof of deposit was approved!".

Despite this, they have now revoked that approval and are demanding a monthly bank statement for April 2026. As it is early April, my bank cannot provide this document yet. I have provided official PDF transaction reports, but they continue to reject them despite their previous written approval of my deposit proof.

I hope this information helps your investigation.

Best regards,

[Redacted]

Dear arshsidhu, thank you for your response. I have checked the casino's Terms and Conditions, and this is what I have found:

13. REFUND POLICY

1. You are free to contact our customer service team according to the instructions found on the Website to give us any complaints regarding our services.

2. To check the refund, you must provide these documents:

1. photos of both sides of your passport, driver's license, or any other form of ID,

2. proof of address (proof of address would need to be a photo of a paper document posted to you in the last 90 days, it could be e.g. a government-issued document, a bank document, a bill, or similar.

3. Alternatively, you can upload the original PDF of a utility bill), bank statement (showing your name and account number if you haven't uploaded it as a proof of address)

3. It may take up to 7 business days for a refund to be decided.

4. If a refund is decided upon, the amount of the refund shall be returned to the Player's account, the Player shall be informed and the procedure shall be finalized within 48 hours after the decision has been made.

Could you kindly provide information on which documents you have already submitted to the casino? Is the bank statement for the month of April the final requirement in the verification process?

Additionally, have you received any confirmation from the casino regarding the approval of your refund once the verification is completed?

I look forward to your reply.

Best regards,

Attila

Dear Attila,

To clarify the documents I have already submitted:

ID Verification: I have provided my Driver's License, which covers both identity and age verification as required by their policy.

Proof of Address: I have provided my Bank Statement (March monthly statement), which clearly shows my full name and residential address.

Proof of Deposit: I have provided the original PDF receipt from Scotiabank for the $75 deposit, which includes the transaction ID and recipient name.

As I mentioned before, the casino support team already sent me an email stating that my "proof of deposit was approved" on April 5th. By now demanding a full April statement (which my bank cannot yet produce), they are ignoring their own previous approval and their own listed refund terms, which allow for a bank statement to be used for address verification.

I have complied with every point in their Section 13 Refund Policy.

Best regards,

[Redacted]

Dear arshsidhu, thank you very much for your reply. Could you please forward the message in which the casino requested the bank statement for the month of April directly to my email? You can reach me at attila.g@casino.guru.

Thank you for your patience and cooperation.

Dear arshsidhu,

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.

Hello arshsidhu,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear arshsidhu,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila