Conquestador Casino - Player requests refund due to incorrect support information.

I would like a full refund of 1,158,130 yen.

Deposited around 75,000 yen, was it a 50% or 100% bonus?

Was it supposed to be 35,000 yen or 70,000 yen? (Support provided incorrect information even when correct information was requested)

Afterwards, I placed bets on roulette and

played slots due to withdrawal limits.

All actions were confirmed repeatedly with support.

Game types and amounts played:

Dear hirokann0525,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’ve encountered. To better assist you, could you please provide some additional information?

• Could you clarify the basis for requesting a refund of 1,158,130 yen?
• Did you receive a 50% or 100% bonus on your deposit? How much was your initial deposit, and what was the bonus amount?
• Did you receive any written communication or confirmation from support regarding the bonus details and withdrawal limits? If so, could you please provide any screenshots or records of this communication? My email address is petronela.k@casino.guru.
• When you mentioned confirming actions with support, were these confirmations in written form or via chat? Can you provide specific details of these interactions?

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

Could you please explain the basis for your request for the return of 1,158,130 yen?

I was told that all my actions were checked 3-4 times by support and that the slots I played and the amount I spent were not in violation of the rules, so I played exactly as they said.

It was confiscated because it was said to be a violation of the rules.

Did you receive a 50% or 100% bonus on your deposit? How much was your first deposit and how much was the bonus amount?

First Welcome Deposit Bonus❌

Deposit bonus for playing all the time ⭕️

I think it was 100%, but I can't remember.

I can't see the history

I tried to contact support but they responded inappropriately!! I have the evidence saved.

Did you receive any written communication or confirmation from Support regarding the bonus details and/or withdrawal limits? If so, can you provide us with screenshots or records of that communication?

There's a lot of evidence this time, all in an email.

The support and the casino headquarters are not cooperating well.

The numbers are sloppy. They confiscated the money, but they're sloppy.

At first, I was told I could withdraw the money, but then the decision was suddenly changed and they said it would be confiscated due to a violation of the terms and conditions.

Also, even if we try to cooperate with them to find a solution, they are uncooperative.

The most difficult part is the lack of support.

You mentioned confirmation of action with support. Was this a written confirmation or a chat confirmation? Can you provide specific details about these interactions?

There are both

I just rewatched the video and there it was!!!

Hi hirokann0525,

Thank you for forwarding the videos of the entire live chat communication. However, I am unable to translate them as I don't speak Japanese. Could you please elaborate on what the casino accused you of?

Thank you.

Chat after betting on roulette and before playing slots

I will clearly state the name of the slot and the amount I will be playing to confirm whether I am violating the terms of use in my current situation.

I don't trust you if I ask just once, so I ask three or four times in a row.

I was told it wouldn't violate the rules.

When I played it exactly like that, it was confiscated for violating the rules.

Supporters are making vague statements about the amount and are not properly communicating with the department.

Hello hirokann0525,

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

Hi hirokann0525,

Do I understand correctly that you were accused of playing restricted games while completing the bonus wagering?

Thank you.

Am I correct in understanding that you were accused of playing restricted games whilst completing your bonus wagers?

no

Completely different

Win at roulette → Because there is a withdrawal limit, I lower my pet, so I check with support to see if it violates the terms and conditions. I checked 4 or 5 times, but they said there was no problem → I played the confirmed slot → It was confiscated → Casino Group

Please pay attention to the part marked in red

I am waiting for a formal complaint from Casino Guru!! By email

Contact Conquestador Casino

Thank you👌

Thank you very much, hirokann0525, 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.  

I contacted them again today and they said they were waiting for a response from Casino Guru.

Please contact the casino directly.

Hello, hirokann0525,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, your videos are of quite a bad quality, blurry, so it is impossible to translate anything sufficiently to understand your dialogues with the casino support.

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? Do I understand correctly that the disputed amount represents winnings confiscated by the casino after breaching bonus rules?

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?

In addition, can you provide us with the following:

• Rules that were applied to the player's winnings and a link to them + bonus-specific rules if there are any, also with a link to them
• A complete live chat transcription between the casino and the player in a "copy+paste" form and if possible, clarify to which parts the user referred above; what information the casino's CS provided to the user and the information whether they confirmed he could play that way
• In case of winnings confiscation and a breach of bonus rules - the user's game logs where the breach is clear

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

Attach a photo

Pay attention to the red line

I have repeatedly and strongly asserted that in the current situation

I have repeatedly said that it is not against the rules.

I was told that if it was a legitimate play, there would be no problem.

In my current situation

But no one likely reviewed your gameplay at that time at all, and customer support provided you only with general information or information from the casino's Terms and Conditions. It depends on several factors, including your gameplay, whether you gained any (unfair) advantage, what you breached, how many times, etc, and what exactly the customer support provided you with. Since it looks like no one really checked your gameplay, and there is another responsible team at the casino which do it after requesting a withdrawal or upon verification, it is not enough to say you did not breach anything or that (for example) a breach may be simply overlooked only because a live chat representative claimed something should be alright without checking it in detail since they are not competent to do it.

Therefore, I would like to wait for the casino's response and all the requested details/data.

Thank you for your patience and understanding. Let's wait for the casino's clarification.

I strongly insist that I have checked with support multiple times.

Also, I have no way of knowing whether the live support agents have the ability to understand the situation or not.

Live agents are affiliated with the casino and therefore must take responsibility.

The casino said it would wait for a formal complaint from Casino Guru.

This time, there is no policy to respond to Casino Guru.

It's pretty vicious.

Dear hirokann0525,

1. If you breached the casino's rules and gained an unfair advantage or abused anything (which we cannot confirm or deny without supporting evidence from the casino and all the necessary details) but at some point, a live chat representative told you that everything is OK, it does not mean you did not breach rules or that you did not do it later. Is that clear now? We need a clarification from the casino and supporting evidence.
2. Some people reply from the casino's Customer Service/Live Chat, and completely different people reply to complaints on casino.guru.
3. As was mentioned, let's wait for the casino's response and clarification, and/or supporting evidence.

Thank you for your patience and understanding.

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.

Dear hirokann0525,

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