The player from Japan, who had successfully withdrawn funds previously, had encountered a delay in withdrawing 260,000 yen due to an unexpected requirement for identity and source of funds verification. Despite three days having passed since the submission of documents, the casino hadn't responded. We had advised the player that the Know Your Customer (KYC) process could take a few working days and recommended waiting a bit longer. The player later confirmed that the issue had been resolved.
Conquestador Casino - Player’s withdrawal is delayed due to sudden additional verification.
Amount: ¥260,000
Conquestador Casino
Safety Index:Above averageSafety Index
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6.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Up until now, I've always been able to withdraw my cash, but recently, when I tried to withdraw my earnings that had increased from 10,000 yen to 260,000 yen, I was suddenly asked to submit proof of my identity and source of funds.
I submitted the new documents that were requested but was only told through chat to wait for an email from the review department because my case was still under evaluation.
Three days have passed, and I have yet to receive a reply. I don't understand why I'm being reviewed, especially since I haven't violated any rules, and I'm feeling anxious about whether or not I'll receive my payment.
Automatic translation:
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6 months ago
Dear acachan,
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 take KYC lightly and it might take a few working days to complete this thorough process.
Therefore, I would recommend that you give it a few more days so that the casino has enough time to review your documents. I will keep this complaint open and if there is no development within a week, please get back to us and we will intervene.
Thank you in advance for your patience.
Best regards,
Kristina
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6 months ago
Dear acachan,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
