Conquestador Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

Dear Casino Guru representative,

I am writing to express my concern about the recent actions taken on my Conquestador account. On 16th November 2025, I won €5999 at the casino. Initially, I complied with all standard verification requests and submitted all necessary documents. However, after this, the casino continued requesting additional and excessive documents, including a Source of Wealth declaration.

Although I provided a document to prove my income, the casino kept asking for more documentation. I submitted bank statements and receipts of my income payments, as I received these payments in cash. Despite providing this information, the casino then requested a Skrill statement showing my recent transactions. I complied and submitted it. Upon reviewing the Skrill statement, the casino noticed a transfer from my sister and began questioning the nature of that transfer.

I explained that my sister and I are close relatives and that it is common for us to send money to each other occasionally. Despite this explanation, the casino requested further documentation from my sister. To assist with the verification, my sister submitted a Skrill statement and a selfie with a note confirming her identity.

After some time, the casino reviewed the documents and informed me that my account would be closed and my winnings forfeited. The reasoning provided was that this action was taken under Clause 8.4, which allows the casino to close an account for any reason with notice via email.

I find this decision extremely unfair. I have provided all the requested documentation and have followed the casino’s procedures. While I understand that the casino may choose to close my account, I do not believe it is justified to confiscate my winnings, as I have not violated any terms or acted inappropriately.

I kindly request that you reconsider this decision and honor my winnings, as I have complied fully with all verification requests.

I look forward to your prompt response and resolution of this issue.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear user1563,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are facing with the verification process and the decision to close your account and forfeit your winnings.

Before we proceed and contact the casino, I would like to clarify a few points to better understand the situation and the timeline:

• Could you please confirm whether your sister also holds an account with Conquestador or any connected casino brands under the same company?
• You mentioned that your sister sent you money — could you specify how much she sent and how much you deposited afterwards from your own funds? (For example: sister sent €X → you deposited €Y → winnings of €5999)
• Do you currently have access to your account balance, or has the casino fully restricted login?

If you have any emails or screenshots where the casino explains the reason for confiscating the winnings (even if it only mentions Clause 8.4), please upload them here or forward them directly to: petronela.k@casino.guru

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petronela, thanks for your reply. Let me answer your questions.

1. Yes, my sister also holds an account with Conquestador but she hasn't used it lately. Also, please don't think that we live together, we are not in the same household because I know the casino doesn't allow that. We don't live together but still, it's my siter, so from time to time we can send money to each other, especially via Skrill.
2. It didn't even happen too often that we sent money to each other. I use my e-wallet for casinos from time to time and I don't really fund that balance too often. So to answer your question I checked my transactions before that €5999 cashout at Conquestador. My sister sent €700 to my e-wallet 14/10/2025. I've been using my account for more than a month and only 16/11/2025 I deposited €250 at Conquestador and won. None of that balance was used for Conquestador deposit. I don't understand why the casino is treating transfers from my siter as third-party transactions (maybe I am confusing how they called those transfers). There is absolutely no link between those occasional transfers and my Conquestador deposit. 33 days passed after I got that transfer from my sister and it had absolutely no relation to my Conquestador deposit. I had money in my balance before that transfer and I had it after the transfer. 33 days, I've been using the account in the meantime, it's ridiculous to say that my sister funded my account and that was the money I used for depositing.
3. I have no access to my account, they have blocked it.

Thank you for your help

Hi user1563,

Thank you for your detailed reply and for clarifying the situation. I appreciate the time you took to explain the timeline and the relationship between the transactions. I’m also sorry for replying only now and for the one-week delay in getting back to you.

Thank you as well for confirming that your sister also holds an account with Conquestador. I understand your explanation regarding the €700 transfer and that it occurred more than a month before your deposit at the casino. However, the fact that a close relative also has an account with the same casino does make the situation more complex from the casino’s perspective, particularly in the context of AML and Source of Wealth checks.

To help us assess whether there is a clear and traceable link between your own funds and the deposit made at Conquestador, I would like to ask whether you would be willing to provide a bank statement (or equivalent account statement) showing the origin of the funds used for the €250 deposit on 16/11/2025. Ideally, the statement should cover the period before and after the deposit, so we can see that the funds used were genuinely yours and not connected to third-party transfers.

If you agree, you may upload the statement here or forward it directly to petronela.k@casino.guru.

Once we have this additional document, we will be in a better position to evaluate whether the casino’s decision to confiscate the winnings was proportionate and in line with its Terms and Conditions.

Thank you for your cooperation.

Hello Petronela,

Thank you for your reply.

To answer your questions, I will send you my statement via email, no problem. And let me clarify the situation one more time. It's not my "close relative", we don't live together and we don't communicate every day. It's my sister who lives separately and ok, she had an account with Conquestador but when I asked her about it, she told me she hadn't been using it for a while. We hadn't discussed that casino prior to that. I only told her when Conquestador started my KYC "interrogation". At that time I didn't have a clue my sister had been registered there as well.

It's impossible to separate money on Skrill like you are saying: my money and money from third party transfers. The whole Skrill balance is my money. Let's say I had X balance, then my siter sent me 700, so I got X+700. I didn't use that 700 specifically for casino deposits. I just had it in my balance, that's it. I've been using Skrill balance the whole month and only after that I made that small deposit €250 at Conquestador. It's ridiculous to claim that third party transfers were used to fund my Conquestador account. That or any other transfer didn't have anything to do there.

I use Skrill for occasional casino play, it's convenient and easy. Usually I don't even need to fund my Skrill balance, it's funded from previous casino winnings.

I hope for your understanding.

Best regards.

Hello user1563,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela 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 Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear user1563,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Hello user1563,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.

We would like to invite Conquestador Casino to join the conversation.

Dear Conquestador Casino,

I acknowledge that it is standard industry practice for casino management to reserve the right to close player accounts at its discretion. At the same time, we would kindly note that any related financial obligations are expected to be settled accordingly.

Measures such as the confiscation or withholding of player winnings are significant in nature and typically have to be supported by clear and substantiated evidence of a potential breach of the casino’s terms and conditions. At this stage, the specific grounds for such action do not appear to have been communicated to the player, which makes it difficult to consider your actions as justified.

We would therefore appreciate your cooperation in providing clarification and any relevant supporting evidence regarding the potential rule violation or other reasonable justification for your decision, so that the matter may be reviewed independently. Kindly forward the relevant information and evidence to michal.k@casino.guru.

Thank you in advance.

Hello Michal, thank you!

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.

Hello Michal, thank you. I hope they reply.

Dear user1563,

I hope this message finds you well. I wanted to take a moment to update you on the progress regarding your case. I have been in contact with the casino team, and we are actively discussing the matter. It appears that the situation is more complex than initially anticipated, which means further investigation is necessary. I assure you that I will provide you with a more detailed response as soon as I have more information.

Thank you for your understanding and patience during this time.

Hello Michal,

Thank you for your help.

Dear user1563,

I trust this message reaches you in good spirits. I have discussed with the casino team regarding your situation, but unfortunately, there are constraints on the information and evidence that can be disclosed to us.

As you have previously been made aware, there are valid concerns regarding the use of third-party funds, which constitutes a breach of Anti-Money Laundering (AML) regulations.

Conquestador Casino, like all other licensed casinos, must treat such matters with utmost seriousness, and from a technical standpoint, they have acted in accordance with their terms and conditions, which you accepted upon registering your account.

Given that this issue has progressed to a point where we regrettably cannot assist further, and although I would prefer to address your case through our complaint forum, we recognize that the casino's privacy policy and associated regulations prevent them from sharing essential information and evidence with us. The most appropriate recourse available to you is to file a complaint with the casino's designated Alternative Dispute Resolution (ADR) provider, the Maltese Alternative Dispute Resolution Entity (MADRE), as it's specified in the casino's terms and conditions, section 10. Contacting Us & Complaints.

The casino is obligated to provide any relevant information and evidence pertaining to your case to MADRE, and the decision made by MADRE will be binding on the casino should they rule in your favor.

You can reach MADRE by clicking here. You might find our article How to submit a complaint to a regulator | Casino Guru useful.

Sadly, apart from this, there is not much else that can be done from our side. The casino team indicated they are open to providing all necessary information and evidence to their ADR or the licensing authority, which is basically the usual process if you are not satisfied with the handling of your complaint by the casino team. Please forward me the email confirming your complaint submission to the ADR or MGA at michal.k@casino.guru or share it here in the complaint thread. Once done, I will temporarily close your complaint as unresolved - waiting for the regulator's decision.

I am very disappointed with this outcome. This is completely unfair. My account wasn't funded by third-party sources, it was my sister who sent a small amount to my e-wallet and that amount wasn't even used for depositing. The casino support is a real disappointment. Thank you for your time and effort though Michal.

Dear user1563,

I understand your feelings. As previously mentioned, I encourage you to file a complaint with the casino's designated Alternative Dispute Resolution (ADR) MADRE by clicking here in order to pursue your case further. You may also find our article How to submit a complaint to a regulator | Casino Guru helpful. This is an appropriate course of action, as any decision made by MADRE will be binding for the casino should they rule in your favor.

Once you have submitted your complaint to the ADR, I kindly ask that you forward the confirmation email to me at michal.k@casino.guru or share it here in the complaint thread. After receiving this information, I will temporarily close your complaint as unresolved, pending the regulator's decision.

Dear user1563,

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.

Michal, I am not planning to pursue with that complaint at the moment. I may be back to it later but definitely not now. Thank you

Dear user1563,

I understand that you may feel hesitant about investing additional time in pursuing this matter. Nevertheless, if you do not agree with the casino’s decision, following the appropriate escalation process remains the most suitable course of action. As mentioned earlier, there are legitimate concerns regarding the use of third-party funds, which constitutes a breach of Anti-Money Laundering (AML) regulations.

Conquestador Casino, like all licensed operators, is obligated to treat such matters with the utmost seriousness. From a regulatory and technical standpoint, they appear to have acted in accordance with their terms and conditions, which were accepted at the time of your registration.

At this stage, the matter has reached a point where we are unfortunately unable to provide further assistance. While we would have preferred to continue addressing your case through our complaint forum, the casino’s privacy policy and applicable regulations prevent them from sharing the necessary information and evidence with us.

MADRE is a respected Alternative Dispute Resolution (ADR) service, and you may wish to consider submitting a complaint to them. Of course, this decision rests entirely with you. As we have exhausted the available options for assistance and you have been advised on how to escalate your case further, we do not have grounds to keep the complaint open.

Should you decide to file a complaint with MADRE or contact the Malta Gaming Authority (MGA) directly, you are welcome to reach out to us again, and we will do our best to support you where possible. For the time being, however, we will proceed with closing this case.

Thank you for your understanding, and we sincerely wish you the best in resolving this matter.

Best regards,

Michal

Casino Guru