Conquestador Casino - Pelaajan kotiutusprosessi viivästyy.

Hey Casino Guru Team,

I’m reaching out because I’ve had a really rough time with Conquestador Casino, and I need your help. I’ve been dealing with some major issues, and I’m pretty fed up. Here’s what’s been going on, along with a quick summary.

What’s Been Happening:

Withdrawal Delays: I can deposit money into their account in a flash, but when it comes to getting my winnings out, it’s a different story. It’s been over 24 hours since they manually handled my Source of Wealth Declaration on May 7th, and I still don’t have my cash.

Crazy Verification Process: They’ve asked for what feels like 22 documents just to let me take out a small amount. It’s been a hassle, and it’s dragged on way too long.

Lousy Support: I tried fixing a form issue by clearing my cache, switching browsers, and even using a different device like they suggested. I sent them a screen recording, and they said they’d look into it, but I’ve heard next to nothing since.

No Fun Left: All this back-and-forth has totally killed my enjoyment. I’ve played at other casinos, and this is hands down the worst experience I’ve ever had.

Summary:

Honestly, Conquestador has let me down big time. My money goes in quick, but getting it out is a nightmare, especially with all the document requests. The support’s been slow, and it’s been over a day with no update. I’m really frustrated and just want my withdrawal sorted out. I’d also like to know who their license provider is so I can take this further. Please, can you help me out?

Thanks so much,

Dear Branz12,

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.

• Do I understand correctly that verifying your source of income seems to be the only issue at the moment?
• Which other documents have you already provided? Have they all been approved?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Kristina,

Thanks for getting back to me and for looking into my complaint. I really appreciate your help. Yeah, I get that KYC is important to make sure the money goes to the right person, but it’s been a total headache with Conquestador.

To answer your question, it does seem like verifying my source of income is the main sticking point right now.

Here’s what I’ve already provided to them:

Multiple payslips, including one dated February 24, 2025, showing my net pay

Bank statements with regular deposits labeled clearly showing my salary from my job.

A screen recording of the form issue I was having, which they asked for

.

Screenshots for MiFinity confirmation, as they recently requested more details.

As far as I know, none of these have been fully approved yet, and they’re still asking for more like linking my salary to other accounts and even older documents, which feels over the top. I’ve sent what I can, and it’s all pretty clear I work as a Manual Labourer at a Factory.

I’m hoping we can sort this out soon because it’s been dragging on since May 7th, and I still can’t get my withdrawal. Let me know what else I can do or if you can push them to speed things up.

Thanks again

Thank you very much for your reply, Branz12. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

All has been sent.

They keep asking for more documents which doesn't even are relevant.

Thank you very much, Branz12, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Branz12,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Conquestador Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

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 Branz12,

can you please give us an update? Have you received your withdrawals?

No I still haven't received any funds and it not looks like they are planning to pay !!!

All relevant docs have been provided, more info regards to my deposited funds to this casino have been shown and proven but they keep asking for more and more....it's RIDICULOUS !!

I totally understand how upsetting this must be for you.

Conquestador Casino, can you please let us know what additional information you need from the player?

Thank you

Dear Branz12,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Pardee Consulta – an alternative dispute resolution service (https://adrbypardee.eu/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/). Please let me know how the ADR responded if you decide to go this way (martina.b@casino.guru).

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

Best regards,

Martina Bennett