Conquestador Casino - Pelaajan kotiutuspyyntö viivästyy liiallisten dokumenttipyyntöjen vuoksi.

conquestador casino is asking me for an endless amount of documents for the past month and every time i give them what they want, they keep asking for more documents. they even asked me for documents that are over a year old and i had to go to different bank managers to make a special request and they are still not satisfied even though it is exactly what they asked for.

i told them my source of funds come from precious gambling winnings. i proved it to them by providing almost 6 months of bank statements and also over 15 screenshots of the casinos themselves with the wins in them.

they then asked for the origins of my funding to my bank account and i provided them with last years statement from my other bank showing the original transfer between banks.

on top of that i did i live selfie verification . phone verification. deposit verification etc.

now they are asking for all of my paypal information and statement just because they saw a paypal transaction from my OTHER bank account that's unrelated to the one i used with the casino that's over a YEAR ago . i don't have access to that PayPal anymore so i cant provide them with the info

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you've encountered. To assist you better, I would like to gather a few more details about your situation. Could you please answer the following questions:

• Have all your documents been approved by the casino so far?
• Have you used your PayPal account to transfer funds to another account that you later used for depositing into this casino?
• Have you previously verified your PayPal account with this casino?
• Which deposit methods have you used for your transactions with the casino?

Your cooperation in providing these details will help us investigate the matter more effectively and work towards a resolution.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Have all your documents been approved by the casino so far?

yep 100 percent of all the documents I've sent have been approved.

Have you used your PayPal account to transfer funds to another account that you later used for depositing into this casino?

no, so i have multiple banks. the paypal money i used to withdraw was going into a completely different bank then the one i used to deposit into the casino. the money i used to deposit into conquestador casino comes from previous casino winnings, which i have proved to them with 6 + months of bank statements and over 10 + screenshots of the winnings directly from the casinos themselves that match the bank statements.

Have you previously verified your PayPal account with this casino?

no the paypal is completely unrelated to anything regarding the casino, they are simply asking me for the paypal history from over a year ago because the saw the statement from a completely unrelated bank from over a year ago that completely unrelated to the bank i used to deposit. that specific bank statement was to show them the transfer i made to the other bank over a year ago.

Which deposit methods have you used for your transactions with the casino?

i used interac as the deposit method, which im already verified because i sent them the corresponding bank statement with the deposit.

hey just a little update . i was able to get my old PayPal statements, i sent them close to a year of paypal statements from last year even though it is completely unrelated. they then asked me to prove certain incomes i got through paypal over a year ago. i sent them over 3-4 invoices showing income from that year. some of those invoices were crypto invoices (ive never used crypto to gamble on this casino )

now after providing all of these extra documents they want me to provide screenshots + statements of my crypto account from over a year ago AND my tax assessment of 2024 which i dont have anymore.

Please forward me all the communication between you and the casino customer support regarding the additional verification requests at veronika.f@casino.guru. Thank you for your patience and cooperation.

hello ive sent you all the communication via email

Thank you for your responses.

Please note that the casino is entitled to request additional documents for verification if necessary. Verifying the source of funds is a common practice, and the player is expected to provide reasonable documentation.

• Do you have the possibility to request a new tax return document from your official governmental institution?
• Additionally, do you have a wallet statement confirming that the requested transaction was received by you? Have you tried contacting the payment provider to send such confirmation to you?

my tax document wont be complete in a long time, there is delays that experiencing with all of that.

for the wallet statement, ive actually provided them proof its my wallet + ive sent them invoices that matched a lot of the transactions they see. this is a clear source of funds proof.

so far ive sent them over 15 + documents they asked for.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you davidportnoy for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Conquestador Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

hey just an update , they asked me to send my 2023 tax assessment and i did. waiting for a response from them now .

the 2023 tax forms where asked as a substitute for my 2024 tax forms , since the 2024 year isnt available for the next year or so. and now live chat is telling me 2024 tax forms are now also required. the email i previously attached proves that they asked for 2023 INSTEAD of 2024

i forwarded the live chat transcript to peter

conquestador now decided to close my account for no reason and steal my money as well

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.

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/online-dispute-resolution-form/) 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/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter