Conquestador Casino - Pelaajan kotiutukset viivästyvät liiallisten vahvistuspyyntöjen vuoksi.

I have fully cooperated with the verification process and provided extensive documentation over a prolonged period. The casino has already received six months of complete MiFinity statements, which have been reviewed multiple times. In addition to this, I have supplied screenshots, automatic transaction emails, and PDF statements, all of which clearly demonstrate the source of funds and full transaction history of my MiFinity account.

The verification took place on gmail, with back and forth email exchanging, which I am eager to disclose.

Despite this, the casino continues to request additional and increasingly unreasonable documentation without providing clear justification, defined limits, or specific compliance criteria. At this point, I am being asked to provide what appears to be lifetime financial history, which is neither proportionate nor standard, especially considering that my income has already been verified.

For clarity:

I have provided work payslips and corresponding bank statements confirming my legitimate income.

My salary was not used to fund play at this casino.

The funds used originated from balances accumulated from previous winnings on other licensed casinos, which were then transferred to MiFinity and subsequently used here.

This flow of funds has been clearly evidenced and documented.

The source of funds, the origin of deposits, and my financial capacity have all been demonstrated beyond reasonable doubt. Repeatedly requesting more documentation after comprehensive proof has already been supplied creates confusion and gives the impression that the verification process is being used to delay or withhold payments, rather than to fulfill legitimate compliance obligations.

There are no clearly defined verification limits, no final list of required documents, and no explanation as to why previously accepted evidence is now deemed insufficient. This lack of transparency is unacceptable.

At this stage, I see no productive path forward through continued back-and-forth verification requests. Therefore, I am formally requesting that this matter be escalated to an independent mediator. If this is not possible directly through the casino, I will proceed with opening a formal complaint so that an impartial third party can review the case.

I have acted in good faith throughout, complied with every request, and provided substantial proof. Continued stalling through excessive verification is not reasonable, and I now request fair resolution through mediation.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear OdainEllis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing money from the casino.

To better understand your situation and assist you effectively, could you please clarify the following:

• Which specific documents has the casino requested most recently that you consider unreasonable?
• How long have you been playing at this casino, and what types of games have you played?
• Have you made any successful withdrawals from this casino in the past?
• Has the casino approved the documents confirming the winnings from other online casinos that you used to fund your deposits at this casino?

Please forward me the most recent communication between you and the casino customer support regarding the verification of your account at veronika.f@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,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

• Which specific documents has the casino most recently requested that you consider unreasonable?

The casino has requested a lifetime transaction statement from my MiFinity account.

• How long have you been playing at this casino, and what types of games have you played?

I have been playing at Conquestador Casino since May 2025, primarily slot games such as Break Away Lucky Wilds and Break Away Deluxe.

• Have you made any successful withdrawals from this casino in the past?

Yes. I have made successful withdrawals previously, and my account was fully verified at the time. I deposited and withdrew funds from Conquestador at least a couple of times in August this year and once in May.

• Has the casino approved the documents confirming the winnings from other online casinos used to fund your deposits at this casino?

No. The casino has stated that the documentation I provided to confirm casino winnings— including screenshots, PDFs, confirmation emails, receipts, and full transaction histories — cannot be accepted. This is despite my full cooperation throughout the verification process and after several months of requests for every individual transaction appearing on my MiFinity statement.

I have provided substantial and sufficient proof showing the origin of the funds held in my MiFinity account that were used to make deposits. As a customer, I am frustrated by being repeatedly asked to submit extensive documentation, only to later be told that it is insufficient.

In my opinion, the verification process is being used to delay or withhold payment, particularly since Conquestador has previously paid out my winnings without issue and is itself part of the source of funds in my MiFinity account.

• Additional concerns regarding the verification process:

Conquestador management has not provided clearly defined verification limits, a final list of required documents, or a clear explanation as to why previously submitted evidence is now considered insufficient and additional documentation is being requested.

My income has already been verified, and a six-month MiFinity transaction history is more than sufficient to understand the flow of funds within my account.

• Supporting evidence:

I will be forwarding the verification-related email correspondence to you, Veronika. The total number of emails exchanged exceeds fifty.

Please let me know if you were able to access the email history I have forwarded, my communication with Conquestador starting Nov 03 2025 - Dec 17 2025 on Gmail.

Hello OdainEllis,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello CasinoGuru & Veronika, Conquestador casino states that I have only 3 days left to send them what they want or they would close my account. I don't know if my winnings would be lost in such case. I have emailed Conquestador on this.

Dear OdainEllis

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Jakub and Veronika, I have received an email saying my winnings were purged from the account. Saying this decision is final and if I would like to dispute this matter further, they suggest I contact Mobinc's Alternative Dispute Resolution provider (ADR) Pardee Consulta and shared a link with me.

Dear OdainEllis,

It’s a pleasure to e-meet you. My name is Kubo, and I will be handling your complaint moving forward.

Thank you for the update and for sharing the information you received from the casino. I understand that you were informed your winnings were removed from the account and that the casino advised you to escalate the matter further through the appointed ADR..

Could you please let us know whether you have already contacted the ADR provider as suggested by the casino, or if you plan to do so? This information will help us better understand the current status of your case.

In accordance with our standard procedure, I would also like to invite a representative from Conquestador Casino to join this conversation, as their participation may help clarify the circumstances and facilitate further review.

Dear Conquestador Casino,

We kindly invite you to cooperate in this case and provide detailed information regarding the player’s issue. Specifically, we would appreciate clarification on the reasons for the removal of the player’s winnings and the basis for deeming this decision final.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello I have not contacted the ADR. As I've read on the Internet, they will be shut down this March. I will appreciate any help from you because I have provided Conquestador with every document they demanded so much, and after that they decided to close my account anyway. I have proven where my money for depositing came from in multiple emails, I have sent the history of my life time activity on Mifinity wallet. All for nothing, all for them to say they close account and I can do whatever I wish. This is too much, I'm not sure what their department thinks but this is too much

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear OdainEllis,

I have made repeated attempts to contact the casino, but unfortunately, I have not been able to reach them. Without their cooperation, there is little that can be achieved at this stage. As a result, I will mark the complaint as unresolved in our system.

I understand that this is not a satisfactory outcome for you. However, unresolved complaints negatively impact the casino’s rating, which may encourage them to reconsider their approach in the future. Should the casino decide to respond, we will reopen the complaint and notify you by email.

At this point, I recommend contacting the appointed ADR, as they have additional tools and options to assist players in situations like this.

I am sorry that I could not be of more help on this occasion.

Best regards,

Kubo