Conquestador Casino - Player’s winnings have been delayed.

After playing without a bonus, I managed to win 900,000 yen. I had all the required documentation approved, but when I tried to withdraw the amount, my request wasn't accepted. I contacted support several times and was told that the payment department would email me. However, three days have passed and I haven't received any email. Even after repeatedly checking with support, all they tell me is to "rest assured, an email will be sent later."

Given the large amount, I'm really worried about whether I will actually be paid.

Hello younan,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Conquestador Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Would this be your first ever withdrawal request from the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you for your assistance. I received an email from the casino yesterday. They said that the withdrawal method I wanted (bank transfer) was under maintenance, so I was able to withdraw money by changing it to mifinity. However, even though everything was supposed to have been approved, I am now being asked to submit additional documents such as a bank statement and a pay slip.

I think the account was verified around June after the second withdrawal here.

Hello younan,

Please do as the casino advises and forward them all the documents they requested.

Hello.

I have submitted all the documents requested by the casino up until now. They keep asking for more and more, but I have prepared and submitted them and they still haven't accepted them. The most recent request was to send a PDF of my pay slip, so I sent it and just received a reply, but that wasn't accepted either and I was told to send a tax return.

I explained that since my workplace is a privately owned shop and my salary is paid in cash, it doesn't show up on my bank statement...

Why do I need to disclose my pay slip even though I am the one receiving the money?

Hello younan,

The casino has the right to request it to see what you used your own money.

Please forward the communication between you and the casino to nikolas.b@casino.guru.

Dear younan,

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.

Nick, I sent you an email. Did you receive it?

In the last email, it says: Bank statement: Clearly showing receipt of salary for May-July, dated within the last 3 months and covering at least one month. But I work for a privately owned shop and all my salary is paid in cash so it doesn't show up on my bank statement... Also, what does it mean to cover one month?

Thank you younan for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello. It seems that the person in charge of this matter has changed, but I had some new dealings with the casino today, so I would like to consult with you.

Hello, younan,

I am sorry to hear about your unpleasant experience and apologize for the delay. From now on, I will assist you with the case.

Before I invite the casino to the thread, feel free to let me know about any updates or progress. Feel free to inform us about new dealings with the casino you mentioned.

In addition, can you please answer my questions to clarify the situation:

How did you make a deposit (or deposits) to the casino and where did the casino find out the information that you own a bank account?

If you get your salary in cash - how did you make deposits to the casino with such funds? Or, how did you get your funds to your bank account or a payment method you used for deposits if you receive salary in cash?

This deposit was made through mifinity.

I have withdrawn money from this casino before, via bank transfer.

In the most recent exchange, Mifinity asked me to issue a deposit statement, so when I asked Mifinity about this, they said that they were unable to do so.

Also, the person in charge (the sender of the email) is different every time, and the story is different each time, so I've been going around in circles for a month now and it's troubling me.

Dear younan,

Thank you for additional information.

I am not sure about the correctness of the translation (I am reading your posts translated into English). Why would MiFinity ask you for a deposit statement? Do I understand correctly that the casino asked you for a deposit statement from MiFinity, and MiFinity said that they were unable to do so?

If that is correct - can you please provide me with a communication with MiFinity where they informed you about this, with all the necessary information clearly visible (for example, that the person you communicated with was a MiFinity representative)? You can post a screenshot here or forward it to my email (branislav.b@casino.guru).

It should not be a problem to prove you are the owner of the payment method used (MiFinity), and it should not be a problem to get a statement/confirmation of any deposit/transaction made to the casino from the payment method.

One question still remains - if you used MiFinity for the deposit(s), those funds had to get to your MiFinity account somehow. So, if you receive your salary in cash, what money did you deposit to the casino, or, how did your money/salary get to your MiFinity account?

I think that the casino simply needs to verify the source of funds deposited into your casino account. Are you able to prove the origin of the deposited funds?

Dear younan,

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.

Is it difficult to prove the source of funds because your salary is paid in cash?

I communicated this to the casino as well, and was instructed to send it in PDF format.

Can I send you a screenshot of the email from the casino?

Dear younan,

Your screenshots only prove how MiFinity informed you that you can get the needed screenshots/statements/documents in your MiFinity account. You can send me the email from the casino, of course. However, the casino needs to verify the ownership of the payment method, that the used MiFinity account belongs to you, and verify the source of funds. As usual, it can be done by providing the casino with a bank statement (transaction history) from your MiFinity account, which should be possible to create directly in your MiFinity account and in .pdf format.

Does the MiFinity account you used for deposit(s) belong to you, younan? Can you prove you are the owner of the MiFinity account used?

It is common for players to use their earned money (salary from a job) for deposits in casinos. You claim that you received your salary in cash but used your MiFinity account for deposit(s) in the casino. So, since I still did not get a sufficient answer to my questions, I will repeat them again.

"... if you used MiFinity for the deposit(s), those funds had to get to your MiFinity account somehow. So, if you receive your salary in cash, what money did you deposit to the casino, or, how did your money/salary get to your MiFinity account?

... Are you able to prove the origin of the deposited funds?"

If you are able to prove how your salary got through your MiFinity account to your casino account, then no, it is not so difficult to prove the source of funds. But something tells me that the money you deposited to the casino may not be funds you received from your job. If it is like that - where did the money you deposited to the casino come from, to your MiFinity, where did it come from and what is this money? How did the money you deposited to the casino get to your MiFinity account? Can you prove the origin of this money from MiFinity (deposits made to the casino) or the connection of this money with a legal source of funds?

Were the money you used to deposit to the casino (from your MiFinity account) from your job (your salary), or do you have another source of funds? If you have another source of funds - what source of funds, and can you prove it?

Please note if you are not able to clearly answer my questions or clarify the situation sufficiently, or you do not want for some reason, I am afraid I will be forced to think about complaint closure/rejection.

Thank you for understanding.

Dear younan,

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'm consulting you, but what you've said seems to be more of a casino-friendly way of speaking, so I feel like I'm being harassed by both sides. If you think about it logically, you're saying something like the National Tax Agency when you try to withdraw something that you were able to deposit because you understood that you didn't deposit from someone else's account, right? I would understand if everyone had to do that in order to withdraw, but it seems clearly strange. Are you willing to deal with this? Have you even contacted the other casino and exchanged information with them once? Please help me as soon as possible with the information I've provided so far. I've provided more than enough, and I've shared the information with you. If you can't do that, I don't think you should tell everyone that you'll be accepting consultations online.

Dear younan,

Thank you for your opinion.

It is not a casino-friendly way of speaking, it is objective speaking. Verification of the payment method or the source of funds is not only about proving that you did not deposit from someone else's account/payment method. It is common for casinos to require proof of the source of funds, that the users of the accounts are rightful owners of the deposited money, and that the money was gained in a legal way. Otherwise, the casino may suspect players breach the casino's AML rules, or that the funds originate from illegal/criminal activity. We are talking about common things here, and if you decided to play at an online casino, you should have counted on this. You accepted the casino's Terms and Conditions upon registration.

Since the casino was not very responsive in the past, I tried to gather all the important information from you, before I would invite the casino representative to the thread. I asked you about basic and simple things which you have to have enough info about. We require full cooperation from players complaining on casino.guru, and the casinos are not the only ones who are obliged to provide the relevant and necessary information and details during our investigation. However, now it has been more than a month since I have been trying to get important information from you, but you were not able to provide sufficient answers and/or explanations completely. If I understand correctly, you were even not able to provide the casino with a statement from your MiFinity, while there is no other way how you could verify this payment method, providing a strange reason why it is not possible (again not clarifying circumstances around MiFinity, ignoring my questions regarding it completely), not answering a simple question - whether the used MiFinity account belongs to you, which understandably raised suspicion also on our side...

Then - if you are not able to answer simple questions and provide the necessary explanations, how do you imagine further proceeding without cooperation on your side, please?

In my previous post, I even warned that non-cooperation would mean the complaint closure/rejection. You again failed to answer my questions.

"Please note if you are not able to clearly answer my questions or clarify the situation sufficiently, or you do not want for some reason, I am afraid I will be forced to think about complaint closure/rejection."

Please note this is your last chance to go through my posts and provide all the requested information/details/evidence. If you fail to cooperate fully or keep providing irrelevant information, the complaint will be closed/rejected.

Thank you for understanding. Looking forward to hearing from you.

Dear younan,

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.

Did you read and understand the email I sent you before replying to me?

I am simply amazed at how this is put, and it doesn't seem like that at all.

First of all, I have provided you with my personal information on multiple occasions to prove that I have not made any deposits from other people's accounts, but I have determined that you are uncooperative and that you have not answered my question about whether the account is mine, but I am not aware that you have even asked such a clear question.

Because it is my account, I have sent a PDF of the account display screen from my mobile phone, and I have been communicating repeatedly to prove that it is my account, but when I read your email, I feel like, "Then why was I cooperating?" and I feel distrustful of your response. I think that even if we make our interactions public, we will be able to get the same opinion. Why are you saying that I am not cooperating or answering questions when it is so clear?

Maybe there are translation differences/discrepancies, but I explained it in detail several times above and also asked the same questions several times as well.

And, you have not answered them again.

Dear Conquestador Casino Team,

Could you please explain the player's situation in more detail? After the information provided above and the communication that took place between the player and the casino, what needs to be done on the user's side so she can pass the verification and/or withdraw her winnings?

Thank you.

It was my fault for making them think that, but it also took me a while to understand the long translated text.

But thanks again for replying.

Dear younan!

We would like to inform you that the project's security service previously requested additional verification for your account in accordance with the site's rules. The support team has informed you about the requested documents.

Unfortunately, since not all the requested documents have been provided from your side, we were unable to verify your account.

Please remember that our casino is licensed, and as such, we are obligated to comply with the requirements of the licensing authority.

At this time, to complete the verification, you need to provide a PDF statement for your Mifinity account for the period from June to August 2024. The statement must clearly show the deposits to your Mifinity account and the transfers to our casino.

We will do our best to assist you in this process and will provide support as needed to help you complete it as quickly as possible.

Best regards, Сonquestador!

I don't deposit funds into Mifinity using my bank account, but rather purchase a Mifinity evoucher with my credit card on a website called g2a, and then deposit funds into Mifinity. And the way to purchase on that website is to use a credit card and use an app called Kyash. Therefore, I think that the documents requested cannot verify my identity.

I will submit the entire history of the entire process, so could you please check it?

Thank you both for your replies.

Dear younan,

The casino's request to complete the verification is clear.

"At this time, to complete the verification, you need to provide a PDF statement for your Mifinity account for the period from June to August 2024. The statement must clearly show the deposits to your Mifinity account and the transfers to our casino."

Are you please able to provide the casino with the requested document? If so, can you inform us once you send the document to the casino?

Unfortunately, without your full cooperation and following the given steps, there will be nothing we can do to help you further in the matter.

Thank you. Looking forward to hearing from you.

Dear younan,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, we will require her full cooperation.

Thank you very much, Conquestador Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru