Preserve the bank event
Save amount, sent time, recipient, status and confirmation number inside the banking app. Keep only masked account details in support messages. If the transfer is still pending or an unexpected notification is involved, contact the financial institution through its official channel.
Preserve the cashier event
Capture the casino order ID, expected amount, required reference and expiry. Note any mismatch in reference, recipient or sender name. A deposit instruction can expire even when the bank later shows money sent.
Ask for one reconciliation
Provide both references and ask whether the payment is awaiting manual matching, was rejected, or will return to source. Request a case number and expected date. Do not open new deposit orders to force a match.
Verify the final outcome
A support label is not final proof. Match either the casino balance credit or the bank refund, including amount, date and reference. Escalate the one missing handoff after the stated window.
Questions and answers
Should the Interac transfer be sent again?
No. Keep the original bank and cashier references in one reconciliation case.
What proves the deposit completed?
A matching casino ledger credit tied to the order, not only a sent status at the bank.
What proves a refund completed?
A matching credit on the sending account or a traceable bank reference.
Last reviewed: 5 August 2026