Conquestador Casino - Player's withdrawal has been denied and their account has been frozen.

I was denied withdrawal and had my account frozen the moment I won a relatively large sum, for reasons I'm completely unaware of.

They mentioned something about my device and card, but when I informed them I was completely clueless about these issues, they refused to proceed with identity verification. Despite numerous inquiries via chat and email, their response remained 'we will contact you once it is resolved'.

What should I do?

Dear shotabig, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

What kind of device have you used for playing in the casino?

Can you please confirm that you used a payment card belonging to you?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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, 

Veronika

The documents I submitted were my driver's license, proof of address, the credit card I used, and an additional requested screenshot of my bank statement confirming the payment to the casino. And just a little while ago, I was instructed to send a new transaction statement in PDF format. Is it just harassment that you can't get until the end of the month?

Also, I have no clue about the device or IP address.

The only thing I can think of is using free WIFI.Is there any problem with that? It is a type that pays a fixed fee.

Please forward any relevant communication between you and the casino regarding the issue to veronika.l@casino.guru. Thank you.

Dear shotabig,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.