Conquestador Casino - Player's account has been disabled.

I lost my first 5 deposits here and all be fine but when I won 4512 euro it starts difficult to receive my winnings.

Conquestador casino asked the following:

1st email:

-    Payslip for June and July 2022

-    Bank Statement showing your salary for June and July 2022

-    Your Ecopayz statement covering July and August 2022

-    Selfie holding your ID. Kindly make sure the photo is high quality, and that your whole arm holding your ID is visible.

2nd:

-    Your last payslip

-    The bank statement where you received your salary. This should be from the 1st day of the month you received your last salary until today

-    Your EcoPayz statement for the same period as the above bank statement.

3rd:

-    How do you acquire your referrals to the affiliate programme?

-    How often are you paid your commission?

-    As we cannot see your commission being paid on your ecopayz statement, kindly provide a statement for the account where your commission is paid showing all transactions, and all commission payments shown on your Invoice between October 2021 and January 2022.

-    Why did you receive commission for only 4 months?

-    Why do you no longer receive commission under the programme?

4rd:

please provide further context on what happens from the time you meet your referral until you begin to receive a commission from them?

I also asked how often you receive your commission payments, and your answer was 4 times a month in 2021, and once a month in 2022. We calculate this as 13 payments, however, the Binance statement you provided only shows 6 transactions.

Furthermore, we understand that your commission derives from transactions made by 3rd parties. With this in mind, kindly provide us with a statement showing every transaction made by your referrals from which you received a commission, along with a statement from ecoPayz showing your weekly/monthly payments into your bank account, and the bank details they were paid to.

5th:

-    Screenshot of your "My Bonus" page from September 2021 – August 2022. Please also provide us with the CSV file which can be obtained from this page.

-    Screenshot of your "My E-wallets page" for all available wallets. We understand you may need to take a screenshot of each available wallet.

-    Screenshot of your "Tell-A-Friend" page from September 2021 – August 2022 showing your Tell-a-friend earnings month by month. We understand you may need to take a screenshot for each month.

-    Screenshot of your "My Payments" page from September 2021 – August 2022 showing all payments made to you month by month. Again, we understand you may need to take a screenshot for each month.

6th:

We can also see that you are receiving commission from Aran’s Ecopayz transactions, and we require an explanation of why Aran credited your EcoPayz wallet with €10056.00 on 10/11/2021.

7th:

We are aware that it is possible to request an activity report from Ecopayz which will include transactions over 2 years old. 

Lastly, we require 2 further documents from you. Please log in to your Conquestador account, and send us a screenshot of your account page. And also, we require another selfie from you holding a paper showing today's date (07/09/2022) along with the code.

a few emails between the next one

the next request:

With regards to your Bank of Georgia statement, please send us a selfie of you holding the statement that is stamped, while also holding a paper stating today’s date. This must be a crystal clear photo.

another one:

Also, on the 4th August 2022, we noticed you withdrawing €10,000 from your Ecopayz account to another bank account, and require this statement from the 1st of July 2022 until today.

Here I say stop, because this bank account don't relate to my income/money used in Conquestador and also it looks like they never stop asking a new docs again and again.

Conquestador closed my account and confiscate all 4512 euro

Dear vladkazbegi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?

Did you accumulate your winnings by participating in various casino games, such as slot machines or poker, or is the disputed amount being contested in relation to the commission you earned as an affiliate promoting the casino's products or services?

If there’s any relevant communication, please forward it to petronela.k@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,

Petronela

I registered account at 16 August 2022. Conquestador closed my account and and void all winnings without refund at 26 January 2023.

I sent a lot of documents but they can't verify my funds/income.

Yes, I accumulate it on slots. My affiliate activity is not linked with Conquestador. I used it to confirm my source of funds/income.

Gmail don't allow forward all conversations because it exceeds 25Mb. I forward a few important only. Ask me if you need more.

Thank you very much, vladkazbegi, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@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.  

Dear vladkazbegi,

From now on, I’ll be taking care of your complaint. I’ve read through this thread as well as all forwarded e-mails and I understand the situation. I’ll contact the casino team and ask for their assistance, but given the circumstances, I strongly recommend you to provide the requested information. Please note that the casino’s request for you to provide the bank statement as additional means of verification of the source of your funds isn’t anything out of the ordinary. Not only to speed up the process, I strongly recommend you to cooperate fully in this regard.

I would like to invite the representatives of Conquestador Casino to join this conversation and participate in the resolution of vladkazbegi’s complaint.

I didn't deposit from this bank account to casino and ecopayz (my deposit method). I don't have another job and didn't receive income on this bank account. This is an unrelevant request.

Dear vladkazbegi,

I completely understand your point of view, but based on the information that was provided to us by the casino team, I’d say that the casino has strict policies in this regard, follows the requirements set by its regulatory body to the fullest, but the request cannot be considered completely unreasonable.

If you have nothing to hide, I believe, simply put, that providing the requested information in exchange for the possibility to withdraw the €4,512 is a very good deal. Please understand that without your full cooperation here, we might be out of options.

Thus, I’d like to kindly ask you to reconsider your decision. I’m setting the timer for seven days.

Can you give me a reason why casino need this bank account statement if I don't receive any income on it?It's completely unreasonable for me. They got all statement from ecopayz that I used for deposit. I never top up ecopayz from this bank account. It's enough for verify my income.

If casino or you have any reason for that you can type it here

Dear vladkazbegi,

We asked the casino team this question but did not receive a specific answer yet. Simply put, the casino was trying to track down the source of the funds you have deposited and now (I assume) they’re trying to acquire evidence based on which they can say with certainty that there’s no reason to believe that the funds in question might be or might have been involved in any unlawful activity.

I hope this clarifies things. No matter what the reason might be, as I explained earlier, unless you really have something to hide, there’s no reason not to cooperate here.

I’m extending the timer by seven days.

the casino was trying to track down the source of the funds you have deposited

Once again. I didn't use this bank account for deposit funds to casino or ecopayz

It's my private data. I don't want share it looks like the casino just want to get more data from me for other reason instead of verify my income. I don't like it.

Let's wait for casino reply

Dear vladkazbegi,

Upon your request, we’ve kindly asked the casino team to provide an explanation that might address your concern but please be aware that no matter what the response is, without your full cooperation, we won’t be able to proceed with your case.

I hope for your understanding in this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days.

Hello.

Hope you are well.

The requested documents are required for us to be able to complete verification of the player, establish his source of wealth and fulfil our obligations to verify the source of funds. We are using holistic approach and our policies in relations to AML and Risk procedures as well as reasoning and further explanations would constitute a breach of our obligations in AML/CFT commitment and our internal security protocols

Thank you, Conquestador Casino, for commenting.

Dear vladkazbegi,

I’m setting the timer for seven days. Unfortunately, unless you provide the requested information, I’ll be forced to reject your complaint.

Please understand that to verify certain matters, an online casino may even request banking information that seemingly does not have a direct correlation with a player’s gaming account. This applies especially in cases where there’s a suspicion of money laundering (not saying that there is in your case). In any case, full cooperation from the player’s side is expected.

May I ask if there’s any other reason why you’re contemplating providing the bank statement than that you’re not comfortable with sharing private information?

an online casino may even request banking information that seemingly does not have a direct correlation with a player’s gaming account

I don't think so. It's just one reply from one casino rep. He/She didn't explain how it can proof my income/money used in casino

May I ask if there’s any other reason why you’re contemplating providing the bank statement than that you’re not comfortable with sharing private information?

Yes, casino rep behavior. They just asking documents for find any reason for no pay. They asked for a few selfie. Why one selfie is not enough? They asked a screenshots from different laptop, also. They just asking docs for asking more docs. I think it will be not end after this bank statement

A few moments from our conversation with Jasper Lynch (conquestador casino)

Me: "I see you allow new deposits for my account. My lawyer said if you allow it you're ok with my source of funds and must withdraw to me."

He: "In relation to your comments regarding your lawyer, we are unable to accept threatening behavior and have therefore frozen your account."

Asking lawyer is threatening behavior for this casino

Aslo, he said

We have not mentioned to you that we suspect that your funds originate from illegal activity, we simply cannot verify where your source of funds comes from and therefore cannot withdraw funds from your account until that is clarified.

So, it's not AML case. Ecopayz statement is enough to confirm where my source of funds comes from

Dear vladkazbegi,

I understand your concerns and that this might seem like an unusual request, but notwithstanding, my suggestion is to simply put your concerns aside.

Please note that unless you cooperate fully, I will have to reject your complaint.

I’m setting the timer for seven days.

I thought I explained enough why I don't need send this document. Why do you take casino side in this case?

Dear vladkazbegi,

As I explained before, there aren’t sufficient grounds for us to request the casino team to change its approach here. The casino isn’t asking for anything that it doesn’t have the right to ask for within KYC processes.

We will now close this complaint as ‘Rejected’. I understand this isn’t the outcome you might have hoped for but please do not hesitate to contact our Complaint Resolution Center if you come across any issues related to this or any other online casino.

If you reconsider your decision in this regard, you can reopen this complaint anytime.