Conquestador Casino - El retiro del jugador se retrasa debido a una verificación no resuelta.

I have an issue with conquestador and now they won’t even reply to my emails. I won €1550 from a €200 deposit (with €400 bonus) and upon withdrawing they put me through a long verification process, which I complied with. I uploaded my passport photo, my bank statement and did a verification selfie for them. Then I was asked for proof of my wealth (all for a €200 deposit). I sent a statement showing a substantial amount of money coming into my account from a property sale. I was asked if I was employed to which I told them I am self employed. I then sent them proof of income by way of an invoice to a client (I am a squash coach). The invoice was for €250 which covers my deposit. This is sufficient proof to show how I funded my deposit. I also sent them screenshots of a win I had with another casino shortly before my deposit with them which totalled €5000.

They emailed telling me they couldn’t complete verification with the provided documents. I asked them what else they needed so that they could complete verification but they just replied saying the exact same thing as before, that they couldn’t complete verification with the provided documents. I have asked them several times what else they need to complete verification but they haven’t responded to my last 3 emails. I wasn’t getting anywhere even when they did reply to my emails as they were just saying the same thing over and over again and not answering my questions, but now they wont even respond to me.

Happy to provide any evidence required. Hope you guys can help me.  

Dear squashbecs,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that all your identity documents have been successfully verified but there is a problem with your proof of wealth and income?

Could you please forward me the communication between you and the casino customer support that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru.

Could you kindly confirm that you made only one deposit to this casino?

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

Yes I believe my identity documents have been successfully verified but the issue is with my proof of wealth and income.

I have forwarded you the emails between myself and conquestador so you will see I am getting the same response from them every time which isn't very clear as to what I can do to complete verification.

I confirm that I have only ever made one deposit to this casino.

Thanks for your quick response, hope to hear from you soon.

Becky

Thank you for your emails. Do I understand correctly that the casino closed your account due to the unsuccessful verification?

Do you have any other invoices you could provide the casino with serving as your proof of wealth? Have you sent the casino the bank statement with the amount of €250 you received from your client?

Have you provided the casino with certificates showing that you are a freelance squash coach?

Yes it seems that they closed my account due to unsuccessful verification. But they should tell me what else they need so that I can complete the verification but they won't. It seems they have just given up.

I do have another invoice I could send them. I am not registered as a freelance coach as I dont earn enough to be required to register by the government. The invoice was paid in cash and not by bank transfer so I can't show proof that the money was sent to me.

Surely the large win that I had with the other casino should be sufficient to prove my source of wealth. I won more than €5000 and my deposit with conquestador was only €200!

Thank you very much, squashbecs, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, squashbecs,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, since I noticed you mentioned "a statement showing a substantial amount of money coming into my account from a property sale", while you did not provide us with a statement that would show it - does it have anything to do with your deposit made to the casino? Did you deposit from the account where you have a substantial amount of money, or did you transfer the money from that account to a different payment method you used for deposit to the casino? If any of those options are correct, can you somehow prove it?

I am afraid that a "homemade" invoice for €250, while you received the amount as cash (so no connection with the deposit), is not enough to confirm the source of income or origin of the deposited funds. Also, I am not sure about the winnings accumulated in another online casino (provided that they were not transferred to the payment method used for the deposit before you deposited to Conquestador Casino and the casino cannot verify a source of income of the money you deposited in another casino or other important details).

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Conquestador Casino team,

Could you please explain the player's situation in more detail? What is the problem?

Can you provide her with detailed instructions on what needs to be done on her side to complete the KYC/verification, or, what the casino would need to complete her verification?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

No I didnt use the account with the substantial amount of money to deposit. I just sent them this as proof of wealth/income.

They wanted to know how I funded my small €200 deposit and I proved it to them. I would have thought a €5k win on another casino would suffice.

I will wait to hear from conquestador, I hope that we can resolve it between us.

Thanks, Becky

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

I am extending the timer once again while contacting the casino in all possible ways outside the thread.

Looking forward to hearing from the casino soon.

Dear squashbecs,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the casino's ADR (Alternative Dispute Resolution), which is Pardee Consulta, as the casino states in its Terms and Conditions (HERE, section "10. Contacting Us & Complaints"), and submit a complaint to them. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Alternatively, if ADR cannot help you, it is also possible to file a complaint directly to the regulator (MGA).

Useful links:

• Pardee Consulta (ADR) - Online Dispute Resolution Form
• MGA - Lodge a Complaint

Our articles:

• General information about MGA - HERE
• General information about regulators' complaint processes - HERE

In case of any questions, feel free to contact me via email (branislav.b@casino.guru).

Best regards,

Branislav, Casino.Guru

Greetings all,

After receiving an email from the casino representative, we decided to reopen the case and give it one more chance to be addressed.

Dear squashbecs,

The casino recommends that you turn to their ADR, as I basically advised in my previous post, with instructions on how to do it.

Can you please confirm you submitted a complaint to their ADR and inform us about the results of their investigation and ruling?

In case they decided in your favour, feel free to send the complete communication between you and the ADR, with their final decision, to my email address (branislav.b@casino.guru).

If you have not submitted the complaint to the casino's ADR so far, please explain why. In addition, please submit a complaint to the ADR, confirm it here once it has been done, and provide me with the confirmation of the submitted complaint to my email address mentioned above.

Thank you. Looking forward to hearing from you.

Dear squashbecs,

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,
Branislav
Casino.Guru