Conquestador— player complaints: 13 in English

I depostit 200 euro and get 150% on the first deposit bonus. When the wager was done i asked for a withdraw. after that i recived a mail about verification. i send all the pictures they asked for. i get respond and they tell me to send some other verification pictures. so i did that. 2 days ago i recived a mail where it says that i have been verified. i make a new withraw and expectedthat the money that i win (3232euro) sholud shown on my personal account in a coupple of days. 2 hours later i recived a new mail there they say that they have closed my account and all my winnings have been taken. i asked why? becouse i have follow all the rules they have. the reason was following. Following your recent withdrawal request, we regret to inform you that after a thorough review of your account, we have come to the conclusion that you are in breach of our terms and conditions sections 6.2 and 4.16. Due to the below the winnings you had accrued have now been purged and your account has now been closed as a result. 6.2 Restricted Behaviour. In addition to the terms outlined in Section 7, if you engage in any of the following conduct, we may withdraw your eligibility for a Bonus (and your eligibility for any future Bonuses) and may remove any Bonuses currently pending or active from your Account. For clarification, your cash balance itself is not subject to any restrictions, however, engaging in the following restricted behaviour using funds from your cash balance while a Bonus is Active may result in your Bonus being removed. 4.16. In the event that We, at our sole discretion, suspect any form of abuse (for example, situations where a deposited amount has not been appropriately wagered or utilized for the intended level of gameplay, and the player subsequently requests a withdrawal based on that deposited amount, or cases where we suspect that You are exploiting exchange rate fluctuations to gain financial advantages through arbitrage), We retain the right to take actions such as cancelling any deposits, withdrawals, freezing or confiscating funds (including winnings), and permanently closing the Account. These measures may be implemented without prior warning or notification. All fees will be charged at the point the withdrawal is granted. We reserve the right to cancel any deposits, any withdrawals, freeze or confiscate such funds including winnings and close the Account indefinitely. Should you have any further questions regarding the above, please do not hesitate to contact our Customer Support team. Sincerely, I have playd games that i think are funny and looks good. i have not even thinking about the things they refeer to.

Hi I am hoping you will be able to provide me some assistance I have been trying to withdraw my own money I have deposited from CONQUESTADOR casino since 3rd May 2022 they then came back and requested photos of the back and front of my card which I use to deposit they also wanted me to provide my source of income so I sent them my bank statements their exact words were we also require you to verify your source of wealth therefore kindly provide us with a full bank statement showing all deposits made to the casino they then asked me to verify some deposits that were made into my bank account which I also did along with Photo ID receipts contracts proof of where the money has come from Then they came back and asked for proof of ID and proof of address and again proof of payment methods which I sent bank statements along with ID and proof of address to be able to verify myself please note that I have made a successful withdraw $3000 from this casino before none of this was asked of me when that withdrawal was processed and paid but I seem to not understand is why they started to question where my money was coming from after I requested The $11900 withdrawal but they had no problem with me depositing thousands of dollars prior to this withdrawal my current withdrawal with the casino is $11900 I had made deposits of $15000 I listened to a friend that told me if I deposit big amounts I have a higher chance of winning taking his advice I did so and played around $3000 of it and when I realised I wasn’t getting anything in return I requested a withdrawal none of the withdrawal amount of $11900 is bonus money it is strictly all my own money that I have deposited I have provided every single document they have asked me to provide some of it which seems very personal and at times made me uncomfortable sharing that information with an online casino but they truly made me believe that if I provided the documents they asked for then my withdrawal would be processed they have now gone and suspended my account and have told me that my balance will be void now which seems extremely unfair and unreasonable considering the withdrawal amount is my own money I will forward you the full email conversation between the casino and myself and the subject line will be my name [EDIT] any assistance would be greatly appreciated and if you are unable to assist me in this situation please advise me where to make this complaint or how I can get some resolution thank you and I look forward to your response soon

  I recently joined the casino and won a significant amount £40k+ and made the withdrawel after going through the standard verification and AML, I was worried that I may play through as you cannot withdraw when documents are being checked (withdraw is not possible) not even withdraw and wait for docs to be checked so no locking of funds allowed, eventually my documents were approved and I requested funds back to my card, two smaller amounts were approved and been sent whilst £40k was being rejected by my bank (monzo) I get in contact with Conquestador and ask if they can send via bank transfer, (multiple emails sent including bank details and latest statement to confirm the bank details correspond to the deposit I made) eventually I was told that Trustly is now possible and my funds are unlocked for me to transfer, I go onto the site and try and withdraw this is not possible and email them to say doesn't work please bank transfer, no one came back, as a gambler I then deposited £20 via Trustly to see if I deposit via the withdraw method will it work, still doesn't work so email the operator, no reply, then I decide to play until its all gone, my dispute is that my funds should never be made available as I understand that rules with UKGC prohibit reversals and secondly I can't understand why my repeated request to have them transfer the amount to my account wasn't actioned, with all the other operators when a debit card refund is failed Im asked for bank details to transfer. I know I'm responsible for gambling through the amount but my issue lies with the amount should never be made available to me, as I understand once you withdraw it remains the case, if I receive the money then redeposit and lose it all then I see its my fault and no other person, but I feel the systems in place fail the player and maybe against UKGC policy, appreciate if you can mediate  

To whom it may concern, I deposited £250 and won £450,but what I was supposed to withdraw it they ask me of loads of documents. I sent all of them but they ask me to send photo card that I was signed up with (I paid £250 from PayPal). I explained that card is lost and I paid from PayPal that uses new and repayment card. But they insist that they don't gonna pay unless I send them ownership of lost card! Thank you and look forward to hear from you soon.

My complaint, summed up in short is as a result of Conquestadors 'Deposit Limit' rulings. Being a gambler who acknowledges that I have some problems concerning the amounts i gamble at times, imposed a deposit limit of £1000 a month onto my account. This request was actioned sufficiently. Within my deposit limitations I went onto win an amount in the region of £3000 which I then withdrew on 02/07/2020. Funds were then cleared into my bank account following satisfactory completion of Conquestadors player Verification process. On 3rd of July I went onto re-deposit funds, most of which were one after the other in a matter of hours (it got the better of me and I got carried away). Before long I realised that I must have deposited well in excess of my £1000 deposit limit, and on reflection, I had, having been allowed to deposit £4200 in fact calculating my total deposits that month is around £9700. Therein lies my complaint. Why on earth was I allowed to deposit over and above my deposit limit which was clearly in place. I contacted Conquestadors customer services department which were to say the least, unhelpful.In short, I was advised that as I had won a vast amount of money, my deposit limit would automatically increase the allow for additional deposits up to the amount of my Withdrawn & Cleared winnings!!! I must once again stress at this point that my winnings were not simply sat on account pending clearance, but had been cleared and transferred to my own bank account! Having looked through the companies T&C's I cannot find any wording which clearly explains this, nor was I warned at point of initiating the deposit limit. I feel as I was let down, and the correct procedures for responsible gambling have not been followed as I believed I had a limit on my account, they named it as deposit limits but clearly they meant something else which in my eyes is false information. My thoughts however are that a deposit limit should be just that when transferring from ones own bank account to gaming company, not adjusted as they desire. I would be grateful if you could investigate on my behalf as I believe there has been a clear breach of the Consumer Gambling laws.

1. When I signed up they kept losing my documents I had to provide them few times through website and emails. Not very safe and professional i would say. 2. I have cancelled my account with them and they refuse to pay out my earned cashback.

This casino claimed to have signed up to gamstop. However they failed to exclude me contrary to being signed up myself for over a year. They have not shown any explanation of this this and they have managed to accept log in deposits and send marketing promotions. They can not use in accurate details as an exuse. The details and documentation are in exactly the same name post code and adress as what is registered on gamstop. They have yet to explain themselves.

made deposits using a new debit card which has been verified and let me make lots of deposits, they now have frozen account and ask for old debit card which i no longer have, I have asked bank and they cannot provide details of old card which have been replaced due to data protection. I have contacted the gambling commission who has advised me that you do not have to validate your card and from the 7th May 2019 The new legislation brought in 7th May 2019 means they cannot delay withdrawal on the back of asking for documents.

Hello, Conquestador casino are withholding £400 of my money. This is despite being verified by them (Proof attached). They then went into my account and reversed the verification. They then asked for an additional ID doc, they claimed there was a shadow on the one i submitted. This is completely untrue (see picture 1). I then submitted two selfies holding the ID plus another ID and they said they now wanted ANOTHER bank statement. I supplied the bank statement and a screengrab of my online banking showing transactions. They again said my pictures weren't acceptable and they needed another bank statement. At this point they are bullying me and discriminating against me, [EDIT]. They also labelled me SADISTIC and have repeatedly lied on email, (PROVABLE). I need your help. I can provide everything on email, it must be seen to be believed.

I am registered with Gamstop but was able to deposit at this casino who are licensed and regulated by the UK Gambling Commission under license number: 000-051011-R-328955-008 I shouldn't have been able to deposit and play if this is the case as I am a problem gambler.

Joined Conquestador. Deposited £1000 Played for and hour or so, I had £980 pounds in my account when they closed it. Saying I had previously been self excluded. Wont refund my deposit or even withdraw £980 that was in my account balance. I can get a recall through my Mastercard Bank. But they shouldnt get away with this!! They are [not paying] my money.

I set up 100 gbp daily limit deposit since July . On the 8th of August I deposited gbp100 no luck with it so I wait until the 9th of August just after midnight ( Because the system did work then )deposit gbp50 and won and withdrew gbp 1251 then later that day I deposit gbp 50, by mistake I press the deposit button again and I could see that another 50 was taken and ending up depositing 800 gbp until today 10th of August 9 am So from 9 of August 1 am uk time . 00.00 gmt time until 9:00 am 10th of August Conquestador casino allow me to deposit 800gbp in less that 48 hours. When the set daily limit is for GBP 100 . I contacted them I have their chat and email and they said that the deposits limit will not work since I withdrew the money. So if players withdraw money the so call limit will stop working . I have proof of the daily limits set on my account . Proof of chat that they told me that I set it up . I am only asking gbp600 because I am being fair as I should only be allow to deposit gbp 200 max for those 2 day They decline the refunds. PS: dear the pogg I have been away for a long time now I follow your advise an register in Gamstop but this casino even thought is license by the gambling uk commision it seems like is not register with them and bombard me with phone calls, emails and text. Yesterday and this call is recorded a guy simply call and ask how I was doing I told him that I am not happy with the way the deposit limits does not work he just basically said that is they do what they want. I have tried my best to stay away and use deposit limits but they said not . Can you help me please ?

I cant find the casino listed in the dropdown it's called conquestador.com I made a successful withdrawal of £500 , with email confirmation, reference number and everything waited for over a week verified my account nothing , I queried where my money was and I'm told I played through it and when they processed it I only had a few pence left so they cancelled it! I have nothing telling me of the cancellation at all ,I never reversed or cancelled the withdrawal so surely it's not right they let me play through it?? Especially with no warning!! Nothing came up saying you are about to play with withdrawn funds do you wish to continue or anything no email saying it had been cancelled I dont understand how this can be right!! I self excluded so cannot check my account only what they sent me showing what I played through but seems rogue to me never known a casino like this before??