Conquestador Casino - Player believes that their withdrawal has been delayed.

Good day i am having a problem to withdraw money from conquestador casino. I will tell you all the story

My description is too long so i am cutting first parts of it which was pretty much about error on their website and will add it later in another post so it is all complete.

But this error kept appearing even when i was trying to place first bet and i didnt have multiple bets for the same event but they were repeating all the time that its possible to place only one bet per event and they even said that

,,The team checked and confirmed that a bet was already placed on this event which was not settled yet. Therefore, you were unable to place a bet on the same event.,,

Which was the lie because at that moment i didnt have any active bet for the event i was trying to bet on.

Finally after multiple emails and multiple screenshots with proofs they responded with

,,I'm writing this email that our dedicated team is currently investigation this matter, please note that could take several days.

As soon as there's any update, we will notify you via email.

Many thanks for allowing us the time to investigate this matter accordingly.,,

I received this email at 3rd march 2023 and this was pretty much the last email i got from them about this problem because on the 7th march i received this

,,Thank for allowing us some time to review your case.

Your account is actually restricted, therefore you won't be able to place more than 1 bet on the same event.

Additionally, please note that your recent activity has tryggered the system and the max stake has been limited.,,

and they kept repeating the same nonsense about only one bet per event meanwhile i wasnt able to place even that first bet.

After all this i decided to leave this site but i asked on the support if its possible to withdraw my money without 15% fee which is the fee according to their rules in case of customers are trying to make withdraw without wagering the funds for the 1 time.

Considering it was not my fault at all that their system didnt allow me to place bets pretty much since the registration i even cancelled all active bonuses that i got thanks to first deposit but it didnt help at all.

I managed to place in total of 7bets meanwhile i was trying to place a lot more but most of the time all i got was error message that i already listed and since i received mail about max stakes of my bets being limited i wasnt able to place a single bet. Last bet i managed to place was at 14th of march.

The bets i was interested in were mainly cycling road races and some biatlon and tennis and i am pretty sure that i didnt use any strategy that is prohibited and i didnt break any rules with this bets.

After asking about withdraw without the 15% fee i received email

,,I can forward your request for withdrawal without wager to the senior team, however, before that you will need to upload the pending documents to be able to proceed with any withdrawal.,,

And this is were we are now, first of all i want to say once more that my account was fully verified after sending id, bank statement, verifying my phone number, and my skrill.

In this email they again asked for

,,

-A Selfie with your ID Card: Please note that on the selfie we must see, Your Face, Your ID (Kindly ensure that all 4 corners and the information on the document are clearly visible), and your Arm (full arm must be in the Selfie).

-A full screenshot of your Skrill xxx@xxx.com account details, showing the URL, from your profile page with your account details such as account ID, your name and surname, and your e-mail address visible.,,

Which are both pretty much documents that was verified before, but okay i send them all they wanted, they responded with email

,,I will forward them to the relevant department for further review, together with your request for withdrawal without wager.,, few days after they asked for another document, this time pdf of my skrill account with all transactions for february. I uploaded it, now they are asking for another document with informations of my earnings and current employment which i dont have because since i finished school i didnt have any job considering sports betting are my only source of income but surely this is not against any rules considering there is not any low that is forcing people to have a job.

So this is pretty much what i answered to them and now i am waiting for the response.

Hovewer i dont think that it is changing anything because even if i had that documents and send them to it i am pretty sure they would ask for something else and it will continue for a very long time considering all the responses and number of documents i already send and they even asked for some of them multiple times.

Can you somehow help me?

I can resend you all the communication

on the email if needed with all proofs etc.

Thanks for your help.

Dear Jarci,

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

This is the first part, it would be nice if you can merge it together:

About month ago i made registration on the listed site and right after it i fully verified my account with all the documents they needed for it 

I also have to say that i made deposit only after my account was fully verified not before.

When i was trying to place sport bets i realised a lot of the time that i wasnt able to place it because i got the error message 

,,This bet does not meet the

conditions of the active bonus. For more information please check the

"Sports wagering" link located underneath the active bonus on your

promotions page.,, 

I had active first deposit bonus at that time and even after

taking a look at sports wagering in it i still didnt understand why i

couldnt place a bet considering it was always single bet, my bet wasnt

over 250€ and odds were also in the range of 1,4-50 which was the condition for it.

So i asked a support about it and they responded with

 ,,Thank you for the email.

We would like to take this chance to inform you that is not possible to create multiple bets on the same event.,,

First of all i never found betting site that allowed only one bet per event but its their restriction so okay i dont mind about it.

Okay i just realised that this probably shouldnt be in the delayed payment topic but something else considering its not really delayed payment but they are denying me to make a withdraw so i am sorry for this error.

I fully understand that customers needs to verified themself which i did right after registration.

I did send them all documents they wanted front+back side of my id card, bank statement, screenshot of my skrill account with details so i could prove that its mine basically classic stuff which is completely normal.

Hovewer after them asking for the pdf file of my all skrill transactions from the past month i started to be worried because as i said i used a lot of sportbook sites and none of them asked from me for this type of document but okay i also did send it and all they saw in it was transactions between my skrill account and multiple sportsbooks.

Now the update is after the communication i posted above they are asking for

,,To move forward with the verification process, we kindly request that you provide us with your net statements for the past 12 months of the Sportsbooks you currently bet with.,,

And this indeed seems very worrying to me, what has this document in common with my identification?

I also looked at one of the sportsbooks that i am using and i cant even see my betting history for more than the past 3months so first of all its impossible for me to give them what they asked for because i clearly cant make a screenshots of something that doesnt exist anymore.

And i am not even talking about about hundreds maybe thousands of screenshots which would take to show them all my sportsbook history for the past 12months and the amount of hours i would waste with it.

Hovewer i would like to hear your advice and thoughts

- about the last document they asked for, Are they allowed to not allowing me to withdraw money based on me not providing my sportsbook history for the past 12 months?

-are they even allowed to ask for this kind of information and is it safe to provide them all of it?

Thanks for your advice

Thank you for your reply, Jarci. Firstly, I would like to clarify that we do not solve complaints regarding sports betting issues. Casino.guru focused only focuses on issues related to online casinos and we do not have enough insight into sports betting to help with what you described.

Furthermore, it isn't anything unusual for casinos to request proof of income. Please understand that this information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply with and follow these policies. 

I am afraid that if you are not able to provide valid proof of income, our options are very limited.

Well i understand that your focus are not sports betting however in the case of withdraws i dont see much of a difference.

The problem is that my account is fully verified as i said and every time i send them documents they ask for something more.

I also saw one of the compaints on your website about conquestador casino with pretty much the same problem and it looked like the guy who had it wasnt able to make a withdraw because they were doing exactly the same as they are doing right now to me, asking for tons and tons of documents and it was never enough for them and after you made intervention he got his money pretty much instantly from what i can see in his posts.

So right now i dont know, should i keep you updated or am i alone in it?

Its not against their Terms and conditions or any rules to use money from other casinos or sportsbooks.

However i understand that they are trying to find out if the money i am using are legal which i definitely prooved with my skrill transactions from the february (My only deposit i madet to conquestador casino was in february)

And in skrill transactions its clearly visible that all my money comes from different gambling sites and there is nothing shady in it

Could you please record a video of the issues you are experiencing when you try to place bets?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I did send you all the comunication between us however i had to remove 2/3 of my betting history because all of it was too big and its not possible to send email with more than 25mb in it so if you also need second and third part of my betting history let me know and i will send you two more e-mails with it.

I just want to let you know that conquestador casino received all three parts.

In the second e-mail i also send you video proof you asked for about experiecing issues while trying to place bets.

Indeed it seems like they are trying the hardest to make life of their customers miserable for no reason

Thank you very much, Jarci, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello Jarci,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Thank you for your message

We would like to clarify that the player has not yet provided documentation to verify his proof of income and the source of funds used to deposit. The casino follows its legal obligations to verify the source of funds before any withdrawal can be made to the customer. Furthermore, please note that our customer service is in contact with the customer providing him with help and support during the process.

4.12. Making a withdrawal. Without prejudice to Section 4.3 above and subject to the following provisions, you may request to withdraw any unspent cash winnings credited to your Account at any time.

4.3. The name on the card or the bank account or any other payment method used to deposit to your Account should be identical to that of the Account holder. If we identify that funds have been deposited to your Account from a third party, we reserve the right to immediately return the deposit back to the source and void any winnings that have arisen from such a deposit. Any charges levied by the banks and/or payment gateways may be deducted from the reversed amount. If we have reason to believe that the transaction may not have been authorised by the owner of the applicable card/bank account/other payment method (for example, if we believe the payment card is stolen) then we may immediately suspend your Account, and may refer the incident to the relevant authorities.

4.14. We are required to carry out verification procedures to comply with anti-money laundering and other laws. We shall verify your identity, if the aggregate amount of your deposits equals or exceeds 2000 EUR or equivalent thereof in other currency.The above mentioned value in the amount of 2000 EUR is calculated on a daily basis taking into account all deposits affected by you since the opening of the Account; or on the basis of a rolling period of one hundred and eighty (180) days.

In certain circumstances, prior to a withdrawal being approved and a payment being made we may require you to submit additional identification documents (e.g. proof of ID, proof of address, proof of payment method) for these purposes. If you do not comply with these requests so that we can adequately identify you, we will not be able to pay you your winnings. Please be aware that these procedures take time and may, therefore, increase the amount of time it takes us to process your withdrawal request.

I have carefully read all your rules, terms & conditions, prohibited activites, and your rights and there is nothing talking about proof of income all of it is only about identification, proof of payment method that iam not depositing from account of somebody else etc documents needed for identification have nothing in common with you asking about my employer etc.

On top of that i did provide information about where my source of funds used for deposit came from based on my skrill transactions from february, its all there and you also said it in one of the e-mails that it comes from other sportsbook, it is not my fault that you dont like it.

Is it against the rules to deposit funds earned from other sportsbook?

I dont think so, so based on what rule you are denying my withdraw?

Dear casino representative,

I want to say that any winnings from a different website are a legitimate source of income. We are talking about €581, so it could hardly be considered money laundering.

It took them week to respond to my last e-mail hovewer after your intervention their first response was that my account was fully verified and i can make a withdraw, all of the sudden after you make intervention they dont need tons of random documents anymore how suspicious...

However I tried to withdraw my balance twice and it doesnt work.

Average processing time for skrill withdraws was showing around 1,5min but

after trying to withdraw i got message ,,payment will be done after

manager confirmation,,

My balance disappeared from the conquestador

cash balance, was put on the hold tab and all looked good.

However after few hours it showed up again in my conquestador account

balance without any notification why my withdraw wasnt processed,

I tried it twice both times with the same outcome.

I also have a video confirmation while i was trying to make a withdraw because its not showing at all in my history if its needed.

I pretty much wrote the same to their customers supports now waiting for the answer, will keep you updated

So i can confirm that after writing to the support they asked me to try withdraw again and this time it worked, all my money are on my skrill account.

However i think that you will now close the complaint and result will be solved without any negative impact on conquestador casino considering it was solved.

But i think you should definitely think about some kind of small reduction of their rating or at least mention it in negatives.

Considering now i guess we can safely say that what they were doing was unfair to the customers and as i said before after you made your intervention it was pretty much instantly solved and all of the sudden no more random documents were needed.

I am not sure if i would be able to get my money back without you, looking at the conversation between me and the casino with over 50 email messages between us that went pretty much nowhere because every time i sent them documents they replied asking for something more and it was endless cycle.

Also as i mentioned before, one of the complaints on your website against conquestador was pretty much with the same problem and same as this time it was solved instantly after you made the intervention so it seems they are doing it quite often and in my opinion it should have some sorts of negative impact even if customers managed to get their money back.

In the end i am glad that site like casinoguru exists and is trying to help customers, keep up the great work and once again

Thank you very much.