Conquestador Casino - Player's winnings have been confiscated.

After registering at the casino on 7/29, I received an offer for a first deposit bonus. I deposited $2000 via Payz and received a $2000 bonus.

I carefully read the terms and conditions, played slots, and met the wagering requirements, resulting in a balance of $41,154.

When I requested a withdrawal, I was asked for live verification for identity confirmation and to provide my salary slip and bank statement as proof of funds, which I submitted.

Additionally, they requested my Payz transaction history. They repeatedly questioned the history of funds I received back from a colleague I had previously lent money to, and they demanded live verification of that third party (my colleague), reasons for the loan, a written pledge, and a certificate of repayment.

After submitting everything, I received an email stating that not all verifications could be completed in compliance with regulatory standards. My winnings were forfeited, and the initial $2000 deposit was refunded.

This is completely unacceptable, so I ask Casino Guru to investigate.

Dear jinguangzhengyang,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Conquestador Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain in more detail the circumstances of the payments from your colleague? (timeline of events)
• Could you please explain when you deposited at the casino and when was your account blocked and the funds returned?
• Could you please explain how much is your salary compared to the payment received from your colleague and your deposit?

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

Best regards,

Tomas

Thanks for the explanation of the situation.

Please send me your communication with casino support, in which you tried to resolve the issue. My email is tomas@casino.guru

There was too much back and forth so I picked it up and sent it.

Please confirm

Thanks for your email.

Let me refer to the rules cited to deny your winnings:

2.3.4. you are the true and lawful owner of any money you deposit in your Account;

2.7. As a consequence of your applying to register for an Account with us, We hereby declare that transactions to your Account will be monitored closely to prevent money laundering activities. You agree that we may verify your identity and the accuracy of the information provided on the registration form, including without limitation by requiring further information and/or proof of identity from you, and may pass your information on to third parties (including credit reference agencies) in order to do so. Failure to provide satisfactory verification information and/or proof of identity to us on demand may lead to your Account being suspended or terminated.

4.8. By depositing money into your Account you represent to us that the money you deposit does not originate from any illegal activity or source.

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

• Could you please advise whether your colleague is a player in this particular casino?
• Could you please advise if this was your only deposit in the casino?

My colleague is not a player at this casino, but he was asked to submit ID and liveness verification.

This was the only time I made a deposit into this casino.

Thanks for the confirmation.

Although I acknowledge your efforts to explain the situation to the casino team, on the other hand, we do understand the casino team's caution as your actions are not fully in alignment with the standard anti-money laundering rules.

After internal discussion and our recommendations in similar previous cases, we suggest you file a complaint to the casino licensing authority as we cannot determine if the casino's approach violated its established rules.

I urge you to file a complaint following the casino's complaint policy outlined here: https://conquestador.com/termsandconditions#h_7284532971341617904616041

10.1. If you have any questions, concerns or complaints about the Mobinc Services, the Games or Mobinc generally, please contact us at any time using the following email address: en_support@conquestador.com

10.2. Following the lodging of a complaint with our Customer Support team, the following steps will be taken by us in a timely fashion:

Our Customer Support team will investigate your complaint and aim to resolve the matter in a manner that is fair and objective within 5 days of the complaint being received;

If, after this process, you do not feel that the matter has been dealt with to your satisfaction, then you may request that the complaint be escalated to a member of our senior management team for a second stage review within a further 5 days;

If you feel that, after this second stage review, the complaint still has not been brought to a satisfactory conclusion you are within your rights to contact Mobinc’s Alternative Dispute Resolution (ADR) provider Pardee Consulta in accordance with the Maltese Subsidiary Legislation of "Consumer Alternative Dispute Resolution (General) Regulations" [S.L.378.18], based upon the European Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes. Pardee Consulta can be contacted by clicking here. For more information please contact our Customer Support Team;

Please note, at all stages of the Complaints Procedure where necessary, we may have to ask you for more information or appropriate evidence for the purposes of dealing with your complaint.

When contacting the casino's ADR our guide might help you with the process: https://casino.guru/submitting-complaints-to-regulators

Please let me know when the ADR responds acknowledging your issue. I'll await your reply.

I have made inquiries in English to the complaints office designated by Conquistador Casino and to the licensee, but have not received a reply.

Would it be possible for a casino guru to speak to Conquistador Casino about the legitimacy of the confiscation?

We might not assist you in this way.

Please send me the emails in which you contacted the casino's ADR. I'll await your reply.

My email is tomas@casino.guru

Email sent!

Please confirm

Thanks for your email.

I'm sorry but, we are unable to make counter-arguments to the casino's conclusions regarding the source of funds based on the provided information.

I encourage you to try contacting the casino's ADR again until you receive a response. Please include me in the copy of the email when sending the next attempt to contact them.

I'll await your reply.

Dear jinguangzhengyang,

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 tried contacting the casino's ADR again in English, but have not received a reply.

Could you please help me get in touch with the casino or their ADR?

Dear jinguangzhengyang,

Kindly forward the emails you sent to the ADR to me so I may review them.

Forward full emails with the sender and recipient visible.

My email is tomas@casino.guru

Complaints to ADR were submitted in the form of an inquiry form rather than by email, so I sent the message via their website.

I believe I have already sent the contents of the message to Thomas' email address. Please check.

Thanks for the confirmation.

After considering the circumstances of the case, we unfortunately can't hold the casino accountable for its decision, as we believe the casino was obligated to follow AML (anti-money laundering) regulations in this situation.

Despite this, I hope your endeavor with the alternative dispute resolution and the gaming authority will be more successful.

I am sorry we couldn't offer any more assistance. Please don't hesitate to contact us in the future if you face issues with any online casino in the future.