Conquestador Casino - Pelaajan nostopyyntö viivästyy kohtuuttomien KYC-vaatimusten vuoksi.

I submitted various KYC documents such as my pay slip and bank statement to make a withdrawal at Conquistador Casino. I received a notification that the KYC verification was complete, but the balance was not returned and I was told to submit my tax return for 2025 in order to make a withdrawal.

This document cannot be submitted at the time it is requested, and although I submitted a tax return that can be issued in 2024 when requested, it has not been accepted.

At this time, we are being asked to provide documents that cannot be issued as KYC, and are therefore unable to withdraw funds. This is the same as having these documents taken as collateral, preventing us from withdrawing funds. As this is a clearly unreasonable demand, we would appreciate your arbitration.

コンクスタドールカジノにて出金するために給与明細や銀行明細など様々なKYC書類を提出しました。そしてKYC認証完了と通知が来ましたが残高は戻されず出金するためには2025年分の確定申告書を提出しろと言われています。

この書類は要求された時点では提出することは不可能であり、要求された時点で発行出来る2024年に発行出来る確定申告書を提出しましたが、受け入れてもらえておりません。

現時点では発行できない書類をKYCとして要求され出金出来ないでいることは、それを質に取られ出金できない状態にされているのと同義でありますから明らかな不当要求ですので仲裁をお願いいたします。

Dear suzuri,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with your withdrawal at Conquestador Casino. I understand how frustrating it must be to complete the KYC process, only to be asked for additional documents that you cannot provide at this time.

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

1. When did you first request the withdrawal, and what payment method did you choose?
2. When did the casino confirm that your KYC verification was completed? Did they give any explanation as to why your balance was not returned at that point?
3. Did the casino specify why your 2024 tax return was not accepted?

If you have any relevant communication, such as emails or chat transcripts with the casino, please feel free to forward them to petronela.k@casino.guru. Your cooperation is essential in helping us proceed with the case and push for a fair resolution. The more details we have, the better we can advocate for you.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

When did you first request a withdrawal and what payment method did you choose?

I applied on June 5, 2024, but was rejected and have been asked for documents that are not readily available several times, and that is where I am now.

This is Vega Wallet.

When did the casino confirm that your KYC verification was complete? Was there any explanation given as to why your balance wasn't refunded at that point?

This email was dated February 14, 2025. It has been sent.

I understand that the reason is that I cannot submit my tax return, but they are adamant that they will not withdraw the money unless I submit my 2025 tax return.

Did the casino specify why its 2024 tax return was not accepted?

At this point, they have said that they will not allow me to withdraw money unless I submit documents that do not even exist.

I submitted my 2024 tax return but it was rejected because it did not meet the source of funds requirement. The reason was not stated.

最初に出金をリクエストしたのはいつですか? また、どの支払い方法を選択しましたか?

2024年6月5日に申請しまして弾かれて何度もすぐ手に入らないような書類を要求されて今に至ります。

ベガウォレットです。

カジノはいつあなたの KYC 認証が完了したことを確認しましたか? その時点で残高が返金されなかった理由について何か説明はありましたか?

2025年2月14日のメールです。送付済です。

理由については確定申告書を出せないことは理解していますが、2025年の確定申告書を出さなければ出金しないの一点張りです。

カジノは、2024 年の納税申告が受け入れられなかった理由を明記しましたか?

現時点で有りもしない書類を出さない限り出金させないと言われているので。

2024年の納税申告書は提出しましたが資金源書類にあたらないとされて弾かれました。理由は明記されていません。

Dear suzuri,

Thank you for your response and the additional information.

To clarify, it seems that the casino requested your tax return for 2025, which is understandably not available at this time. As you mentioned, this document will only be issued next year. Could you confirm that this is indeed the case—that they have asked for the 2025 tax return instead of the 2024 one?

I understand the frustration of being asked to provide documents that are not available to you, and we will certainly take this into consideration when we investigate the matter further.

Looking forward to your reply and clarification.

The email contains personal names, etc.

Please check that it has been submitted here.

メールの方には個人名など記載されてますので、petronela.k@casino.guru

こちらに提出してますのでご確認下さい。

Dear suzuri,

Thank you for your reply. I apologize for asking the same questions again, but due to translation, I'm still unsure about a few details. Could you please confirm the following as simply as possible?

• When were the documents first requested?
• What documents were requested?
• What documents did you submit?

I apologize for any confusion, and your clarification will help us investigate this further.

Thank you for your patience.

The first request was made on August 2, 2024.

I have submitted my tax return documents for fiscal year 2023.

In addition, the documents requested are

Identification card and residence card

Bank statement confirming deposit to Vega Wallet

Vega Wallet Transactions from June to August 2024 PDF

Conquistador deposit details

Bank statement showing income

Withdrawal history from other casinos

This is what was requested

Each one is submitted.

2024年8月2日に最初の要求をされ、

令和5年確定申告書の書類を提出しました。

また要求された書類は

身分証と住民票

ベガウォレットに入金確認できる銀行取引明細

ベガウォレットの2024年6月から8月までの取引PDF

コンクエスタドールへの入金詳細

収入が確認できる銀行明細

他カジノの出金履歴

こちらを要求され

それぞれ提出しております。

Thank you very much, suzuri, for providing all the necessary information. I will now transfer your complaint to my colleague, Martina (martina.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear suzuri,

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 ´s withdrawal hasn't been processed yet?

Thank you in advance for providing the information.

Dear suzuri,

Thank you for sharing your concerns. We would like to clarify the verification process and why these additional documents were requested.

As a licensed operator, we are required to conduct thorough Enhanced Due Diligence (EDD) checks before processing withdrawals, especially for high-value transactions. In your case, the review of your source of funds indicated that a significant portion of your deposits originated from casino winnings. To ensure compliance with regulatory requirements, we requested supporting documentation, such as transaction history from other casinos, to verify the legitimacy of those winnings.

Your submitted tax return for 2023 has been accepted, and we previously confirmed that your activity is within the allowed threshold based on your recent invoices. However, as we discussed, providing your 2024 tax return will allow us to reassess your threshold and potentially increase it, enabling smoother future withdrawals. We understand that certain documents may not yet be available, and we are happy to work with you regarding alternative solutions.

Our goal is to ensure a fair and compliant gaming environment for all players. If you need any assistance in obtaining the necessary documents or have further questions, please reach out to our support team.

Best regards, Conquestador Casino

Dear Conquestador Casino representative,

thank you for clarifying certain things. We are very glad to here that you indeed need tax return document for year 2024, not 2025.

Dear suzuri,

Is it possible for you to obtain already the Tax return from last year (2024) and send it to the casino?

It is not yet time to get those documents.

Additionally, the documents requested are not available at the time they are requested.

Just to clarify, the tax return I submitted was for the 2023 tax year, which will be issued in 2024.

Tax return forms for the 2024 fiscal year can be obtained after March 2025 and are not currently available.

We are protesting the way they demanded these documents in February, which they could not provide, locking our funds and not allowing us to withdraw any money.

まだその書類が手に入る時期ではございません。

また要求されている書類は要求された時点でも手に入りません。

認識を正したいのですが、提出したのは2024年に発行される2023年度分の確定申告書です。

2024年度の確定申告書類は2025年の3月以降に取得できるもので現在出せない書類になります。

その出せない書類を２月に要求して資金をロックし、出金もさせないやり方に異議申立てしております。

Yes, I totally understand your frustration. The thing is, we cannot really change the way the Casino handled this case in February, but now, it´s April and you are able to get that tax return form for 2024, as they requested.

So in my opinion, submitting what they asked for is the easiest way to get your KYC verification approved and receive your money.

Please let me know what you think and if you are going to submit that tax return form. Thank you

I plan to submit it if you can withdraw the money.

There are two problems

There is a possibility that even if I submit the documents, the withdrawal will still not be made, and they have repeatedly requested additional documents that are difficult to obtain, so I cannot trust them.

Another thing is that they are requesting documents that cannot be provided at that time, and continuing to refuse withdrawals if they are not provided. Isn't this illegal?

They request KYC documents that you cannot provide now and will only be able to get in the future, and if you don't provide them, they will lock your funds and refuse to allow you to withdraw them, right?

Such casinos should be downgraded and we will protest.

提出する予定は出金していただけるならありますよ。

問題点は２つ

提出しても未だに出金しない可能性があること、これまで何度も取得困難な追加書類を要求してきており信用がありません。

もう一つ、その時期に出すことの出来ない書類を要求していること、出さなければ出金拒否を続けているのは違法営業では？

現在出せない書類、未来にのみ手に入る書類をKYCとして要求して出していない状況で資金ロックし出金拒否ですよ？

そのようなカジノは評価を下げるべきですし、抗議します。

Dear suzuri, I do understand, that you feel you cannot trust them, however, the Conquestador Casino did offer to discuss alternative solution.

The thing was, that normally, they accept the tax return document, but yes, there are times, that it cannot be obtained. In those cases they are opened to work with players using other alternatives.

But since the tax return document is now available, I encourage you to submit it so , as they claimed, you future withdrawal will be much smoother.

Please let me know, when you do so.

Thank you suzuri.

Dear suzuri,

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.

I'm ready to submit.

This is a different story as no alternative was ever offered to us and they were adamant that the withdrawal would not take place unless we submitted it.

What are the alternatives?

Also, isn't locking in funds by demanding documents at a time when they cannot be submitted a violation of the terms and conditions of the contract?

Please give us a clear opinion on this point.

提出する準備はあります。

代替手段はこちらに一度も提示されておらず、出さなければ出金しないの一点張りでしたので話が異なります。

代替手段とはなんでしょうか？

また書類を出せない時期に要求し資金ロックをしているのは規約を濫用した悪質な運営とはならないのでしょうか？

その点ははっきりした見解をお願いします。

Dear suzuri,

I can imagine that you are frustrated with fact that casino asked to submit document that was not available at that time. However, later on they stated : "....We understand that certain documents may not yet be available, and we are happy to work with you regarding alternative solutions..."

Nobody asked them what are the alternatives, since the tax return form was already available at that time.

When it comes to answer to your questions about locking funds, the casino has it in their Terms (8.1 & 8.2). "..you have failed to provide any documents requested in order to verify your identity within a reasonable timeframe; .." Which in this case mean that "reasonable timeframe" is the time when the document will be already available to the player.

Yes, this doesn´t give a player a good user experience. I totally get that! That´s why I truly understand that you don't find it okay.

So what I encourage you to do, is to submit the document they need, to finally receive the money you have been waiting for such a long time.

Please, let us know, when you do. Thank you

Dear suzuri,

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.

I have not yet been able to prepare and submit my tax return due to work commitments.

I plan to submit it soon.

Also, would you mind lowering the ratings of casinos that ask for such fraudulent documents?

Please answer.

確定申告書の作成がまだ仕事の関係上提出出来ておりません。

近いうちに提出するつもりです。

またこのような悪質性の高い書類を要求しているカジノの評価を下げるつもりはございませんか？

回答お願いします。

Dear Suzuri,

I totally understand your concerns regarding the casino's request for the tax return document while it was not yet available. I can see how this could be unsettling. However, I believe this is part of their standard procedure during the year when the document is typically accessible. It is true that they made the request before the document was available for another month. Nevertheless, they have indicated a willingness to discuss alternatives in the absence of this document, which I find reasonable. Therefore, I cannot justify lowering the safety index based on this situation, although I completely understand that it has resulted in a negative user experience for you.

I believe submitting the tax return form would be the most straightforward option since it is readily accessible to you. However, if you are interested in exploring alternatives, we could inquire with Posido Casino to see if they currently provide any options

No alternatives have been shown to me or suggested to me.

You insisted that no withdrawals would be made if the tax return was not submitted, but who is providing that information?

Could you please tell me what kind of document is the alternative?

Furthermore, I wonder if it is sufficient to lower the safety index when no alternatives have been presented to the players, i.e., when there has been no intention to discuss alternatives.

代替手段は私に示されていませんし、その提案もされておりません。

申告書がない場合は出金しないの一点張りでしたがどこが出している情報ですか？

代替手段はどういった書類なのかも教えてください。

またプレイヤーに代替案を示されていない時点つまり代替案の協議意向を示していない時点で安全性指標を下げるに足りるかと考えます。

Dear suzuri, here is where the casino offered option to talk about alternatives.

Dear Conquestador Team, can you please help the player with some alternative solutions besides tax return document for 2024 year?

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 suzuri,

can you please give us an update? Have you received some alternative solutions or even your withdrawals?

No withdrawal has been made and no communication has been received.

I plan on submitting my tax return documents soon, but I would like you to definitely provide me with an alternative plan.

出金もされていませんし、連絡もきていません。

確定申告の書類は近日中に提出する予定ですが、代替案は必ず提示していただきたいです。

Hi suzuri,

I totally understand that having an alternative to the tax return form would make it easier to get your money.

However, I’m not the one who can decide what the alternative should be for the Casino, and the representative hasn’t mentioned any other option either.

So for now, I’d recommend submitting the tax return form to make sure you get your money as soon as possible.

I just sent my tax return documents to the casino via email.

先ほど確定申告書の書類をカジノにメールにて送信しました。

Thank you suzuri, for letting me know.

Hopefully, now the casino has no more reason to delay your verification and withdrawals.

Please keep me informed about the update.

I was asked to submit documents that I had already submitted and my withdrawal was rejected.

This is contrary to the idea that the money will be withdrawn once the 2025 tax return documents are submitted.

Please confirm the low rating and warn the Conquistador.

We have forwarded the email from Conquistador, so please check it.

既に提出済の書類を再度要求され出金拒否されました。

2025年度確定申告書類を提出したら出金するという話が異なっております。

低評価の確定とコンクエスタドールへの警告を行ってください。

コンクエスタドールとのメールを転送しておりますので、ご確認ください。

Dear Conquestador Team,

We are seeking a clear and prompt explanation as to why the tax return document is now being deemed insufficient and the withdrawal has been rejected. If additional documentation was required, it should have been communicated much earlier, not after the player submitted the 2024 tax return in good faith.

This lack of timely communication is unacceptable. The delay and shifting requirements are causing justified frustration for the player, and we expect you to take responsibility for addressing this without further delay.

We require a prompt resolution and a detailed response explaining the reasoning behind your decision and outlining exactly what is needed going forward.

We look forward to your swift reply.

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 get this message and can't log in to the site.

This is too vicious.

Also, when looking at other complaints, the same content is left unconfirmed, but it seems to me that they are simply refusing withdrawals based on malicious false accusations rather than on licensing standards.

Please redo all your investigations.

And please lower your rating immediately.

一方的にこのような案内が来てサイトにはログイン出来ません。

あまりにも悪質です。

また他のクレームを見ても同じような内容が不確定で終わっていますが、ライセンスの基準ではなく単に悪質な言い掛かりで出金拒否をしているだけのように思います。

全ての調査をやり直してください。

そして早急に評価を落としてください。

Dear suzuri,

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.

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

Best regards,

Martina Bennett