Conquestador Casino - La cuenta del jugador está congelada debido a problemas de KYC.

I'm experiencing issues with KYC.

I registered at Conquestador Casino on November 17th and used a 100% first deposit bonus, up to $2000. I deposited $1550 in USDT and received a $1550 bonus.

I managed to win while playing slots and fulfilled the wagering requirements.

My balance is approximately $10,000.

Afterward, I completed the identity verification and submitted a withdrawal request.

Soon after, I was asked to provide a bank statement showing receipt of salary, along with my payslip, as well as a deposit history into cryptocurrencies.

I submitted my latest payslip and bank statement, but was told they need to be in PDF format.

However, with my Japan Post Bank account, you cannot obtain a PDF bank statement unless you are registered with Yuucho Direct.

Furthermore, the system only records statements from the point of Yuucho Direct registration onward.

Since I registered in January, it is impossible, due to the bank's system, to provide PDF bank statements for October, November, and December.

I explained this to Conquestador, but was told my account would be frozen if I could not submit the documents. It is currently frozen.

Additionally, they are demanding a cryptocurrency deposit history from the bank. Despite explaining several times that I use Tether through the airdrop gift system and thus have no such deposit history, they keep asking for it.

I cannot provide the requested documents, and I find it unacceptable that they are unfairly refusing KYC validation and seizing my assets in such a high-handed manner. Please mediate in this matter.

KYCについてのトラブルです。

11月17日にコンクエスタドールカジノに登録し、最大2000ドルの100％初回入金ボーナスを使用して1550ドル分USDTで入金して1550ドルのボーナスを受け取りました。

スロットで勝利することができ、賭け条件を達成しました。

残高は約10000ドルです。

その後本人確認を済ませた後に出金申請をしました。

しばらくすると給与の受領を示す銀行取引明細書及び給与明細書と仮想通貨への入金履歴を求められました。

最新の給与明細と銀行取引明細書を提出したのですが、書類がPDFでないと受理できないと言われました。

しかし、私の使用しているゆうちょ銀行では、ゆうちょダイレクトというものに登録していないとPDFでの銀行取引明細書を取得できません。

また、ゆうちょダイレクト申込以降からしか記帳されない仕様になっています。

そのため、1月から登録した私は10.11.12月のPDF銀行取引明細書を出すことは銀行の仕様上不可能です。

こちらをコンクエスタドールに説明しましたが、提出できないならアカウントを凍結すると言われ、現在凍結されています。

また、銀行からの仮想通貨への入金履歴を求めれられまして、こちらもエアドロップというプレゼントシステムを用いてTetherを使用している為ないと何度説明しても入金履歴を提出しろと言われています。

出せない書類を要求してKYCを不当に不認可にして没収するなど横暴なやり方で納得できないので仲裁してください。

Dear menri627,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Was the fact you can't request PDFs of previous months communicated to you by the bank directly? Is there any communication or rule you may refer to as proof?
• Is there any way for you to prove the source of funds you deposited in the casino?
• Share evidence here or send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

- Pay stubs and paper bank statements for October and December. The last ones were submitted on January 21st.

・It is written on the bank's web page. I have attached a screenshot of the page.

・I have my pay slip and have already submitted it to the casino.

・10.12月分の給与明細と紙での銀行取引明細書。1月21日に最後提出しました。

・銀行のWebページに記載されています。記載されているスクリーンショットを添付します。

・給与明細はあります。既にカジノに提出しています。

Dear menri627,

Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

The message has been forwarded. Please confirm.

転送しました。確認お願いします。

Dear menri627,

Have you been informed about the investigation result from the casino since your last post?

Thanks in advance for your reply.

I haven't received any notifications

なにも通知を受けていません

Thank you very much, menri627, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear menri627,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Conquestador Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Conquestador Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We understand the player's concerns regarding the KYC verification process and would like to clarify the situation.

As a licensed casino operator, we are required to conduct thorough Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) checks, particularly when high-value transactions and cryptocurrency deposits are involved. These checks ensure compliance with our Anti-Money Laundering (AML) and Counter-Financing of Terrorism (CFT) obligations.

Upon review, this account was flagged for additional verification due to a high-risk payment method and a large initial deposit. Our team informed the player of the required documents, including proof of income, a bank statement showing salary receipts, and a clear transaction history linking the funds to the deposits made at our casino.

While the player submitted some documents, they did not meet the required criteria for verification. Specifically, the requested proof of funds—including a valid bank statement and deposit history for the Tether (USDT) transactions—was not provided despite multiple follow-ups. As per our Terms and Conditions, players who do not complete verification within the required timeframe are subject to account closure.

The account remained open for over 60 days to allow time for compliance, during this time our staff were in contact with the player providing him with updates and clarification where necessary but since the necessary documents were not provided within this period, the account was closed in line with our policies. If the player wishes to dispute this decision, he may escalate the matter to our Alternative Dispute Resolution (ADR) provider as outlined in our Terms and Conditions.

I have already provided you with bank statements and Tether (USDT) transaction deposit history.

Whether it indicates the criteria for validity is beyond my control and entirely depends on the bank or the method of deposit.

Furthermore, the documents that have been submitted have been unilaterally frozen without any concrete criteria being set out, nor any alternative proposals being presented for those that cannot be submitted.

銀行取引明細書、Tether (USDT) 取引の入金履歴は既に提出しております。

それが有効かどうかの基準を示しているかどうかは私ではどうにもならず、全て銀行側の問題或いは入金手段によるものです。

更に提出しているものに対して、具体的な基準を示さずまた出せないものに対しての代替案も示さずに一方的な凍結をされています。

Greetings all.

Thank you, Conquestador Casino, for the information.

Do I understand correctly that now there is no way for the player to get to his funds anymore?

Thank you.

Best regards,

Romi

Your account is blocked and you cannot log in.

アカウントはブロックされており、ログインできません。

Yes, correct. We have followed the rules and have provided the player with our decision.

Hello all.

Thank you, Conquestador Casino, for the information.

Dear menri627,

Unfortunately, we are unable to continue resolving this case as the casino has acted according to its terms, and we advise you to contact the ADR service of the casino if you wish to, as the casino representative wrote in the previous post.

I know that this result is not very satisfactory to you, but in this case our hands are tied and there is nothing much we can do but wait for their decision.

Please let us know if you will contact them, and if so, what decision will you get.

Thank you all for your cooperation.

Respectfully,

Romi

Please let me know the correct contact details so I can contact the ADR service.

Also, I have prepared a PDF file of the bank account for January during the dispute, but I would like to know if submitting new documents would change anything.

If this issue is to be closed, I would like you to also mediate the deletion of all my personal information if the casino continues to refuse withdrawals, as I do not want my personal information to be held by the casino that is refusing to allow withdrawals.

ADRサービスに連絡しますので正しい連絡先を教えてください。

また紛争中に1月分の銀行PDFファイルを用意しましたが、新たな書類を提出することで何か変わる可能性があるのかも回答していただきたいです。

この問題をクローズする場合は出金拒否をするカジノに個人情報を持たれたくないので出金拒否を続ける場合は個人情報の全削除も仲裁してほしいです。

Dear menri627,

This casino operates under the Malta (MGA) and you can submit your complaint at https://www.mga.org.mt/player-hub/lodge-a-complaint/

Please let us know when you have the decision so we can close this complaint.

Thank you in advance.

Respectfully,

Romi

Dear menri627,

Could you provide us with any update, please, so we can proceed with closing this complaint?

Thank you in advance.

Respectfully,

Romi

I submitted a complaint but have not heard back yet.

苦情を提出しましたが、まだ返事が返ってきていない状況です。

Dear menri627,

Thank you for this information.

Could you advise us, please, if you'd like to keep this complaint open or should we close it?

Thank you in advance.

Respectfully,

Romi

Dear menri627,

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.

I sent a complaint in English to the ADR service in Malta (MGA), but I haven't received a reply for over a week.

How should I respond in this case?

As things stand, we are being asked to provide documents that do not exist and the dispute resolution process is being ignored, so we cannot say that the terms and conditions are being followed. Therefore, we believe that Conquistador's justification for refusing to make a withdrawal has been denied.

Therefore, I would first like to request a low rating rather than leaving it unresolved.

苦情をマルタ(MGA)のADRサービスに英文で送りましたが１週間以上返信がございません。

この場合はどう対応すればよろしいのですか？

現状としまして無い書類を要求され、紛争解決にも無視されている時点で規約に従っているとは言えない為、コンクエスタドールの出金拒否における正当性は否定されていると考えます。

よってまず未解決ではなく低評価を要求します。

https://www.mga.org.mt/player-hub/lodge-a-complaint/

I sent it to this form as instructed, and received a reply, which I have attached to my email.

Please give me some advice.

https://www.mga.org.mt/player-hub/lodge-a-complaint/

指示された通りこちらのフォームに送り、その返信が来ましたのでメール添付いたしました。

ご指南ください。

Dear menri627,

Thank you for getting back to us.

Unfortunately, we are unable to help in such cases, as this falls outside our competence.

In this case, I need to close it as we don't know when the licensing authority will get back to you.

In case you have an update for us, surely inform us about it, please.

I am sorry we couldn't be of any more help here.

Kind regards,

Romi