Conquestador Casino - El reintegro del jugador se ha retrasado.

I am submitting a complaint against Conquestador Casino regarding a delayed and unpaid withdrawal.

I requested a withdrawal of 500 NZD via bank transfer on 03/01/2026. The withdrawal was approved by the casino within minutes, however the funds have still not been received after more than 13 days.

The withdrawal status in my account remains "Progress" and is not marked as completed or paid.

The casino states that the funds were released to their payment provider (Inpay), but they have:

Refused to provide a payment provider transaction reference

Refused to provide proof of transfer or a release timestamp

Refused to initiate a payment trace

Stated they cannot provide any estimated timeframe

Customer support has repeatedly said there is "nothing more they can do" and that they can only monitor the transaction.

In my view, a bank transfer pending for over 13 days without any proof of transmission or trace is unreasonable. I am requesting assistance to obtain transparency and resolution, either by compelling the casino to provide evidence that the funds were sent or to complete the withdrawal without further delay.

I have screenshots of the withdrawal status and full email correspondence available.

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Dear ThTmaorigirl,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear ThTmaorigirl,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi there,

Ive stopped communicating with conquestador as I felt like it was going in one ear and out the other 😴. I have not received any money as of yet. It does say the status is "success" but I haven’t gotten anything at this stage.

Dear ${userName}, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear ThTmaorigirl,

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,
Karla
Casino.Guru