Conquestador Casino - A conta do jogador foi encerrada devido a problemas de verificação.

On June 25th, I used a deposit promotion at Conquestador Casino and played there.

I played casino games, fulfilled the wagering requirements, and managed to increase my balance.

The support team asked for account verification, requesting items like salary slips and transaction history from payment processing services, and I submitted them.

Later, support asked me to provide proof that I receive my salary in cash. I requested a certificate of cash payment from my workplace.

However, when I was about to submit the document on the site, I found that my account had been blocked.

When I checked with support, they responded that my account was blocked because my reply to the casino's request was delayed. I explained the difficulties in preparing the documents and submitted the requested items, yet I received a notification from support stating my account had been permanently frozen.

I wish to appeal this decision as I believe it is unfair for the casino to demand such difficult documents for account verification and then use the time it takes to prepare them as a reason to freeze my account and deny withdrawals.

6月25日にコンクエスタドールカジノで入金プロモーションを使い遊びました。

カジノゲームを遊び賭け条件などを達成して残高を増やすことができました。

サポートからアカウント認証で給与明細や決済代行業者の取引履歴などを求められ提出しました。

その後サポートより給与を手渡しで受け取っている証明するものを提示しろと言われ私は職場に現金手渡しの証明書の発行を依頼しました。

しかし書類を受け取りサイトにて提出しようとしたところアカウントがブロックロされていて

サポートに確認するとカジノ側のリクエストへの返信が遅かったためブロックしましたと返信があり、書類準備の難しさを説明しリクエストされたものを提出しましたが、サポートより永久凍結のお知らせがきました。

このようにアカウント認証において難しい書類を要求して時間を要するのをカジノ側が分かっているにも関わらず、アカウント凍結して出金を拒否されるのは不当な対応をされていると思いますので異議申し立てたいと思います。

Dear jptmw69,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly the casino asked you to provide a document proving that you receive your salary in cash? When did you submit this document to the casino?

Have all your other documents been approved during KYC?

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

On October 27, 2024, the casino requested a certificate of salary payment, but it was said to be different from a salary slip, and it took time to issue the document.

I had it issued at my workplace and submitted it on January 3, 2025.

I was then notified by email that my account had been permanently suspended.

Other KYC is completed through email correspondence.

2024年の10月27日にカジノ側から給与手渡しの証明書を要求され、給与明細とは異なるもと言われ書類を発行するのに時間を要してしまい

職場にて発行してもらい2025年の1月3日に提出いたしました。

その後アカウント永久凍結のお知らせがメールにて通知されました。

またその他のKYCはメールのやり取りの中で完了しています。

Please forward me all the communication between you and the casino customer support regarding the verification and the subsequent closure of your account. My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

We have forwarded all correspondence with the casino's customer support here for your reference.

I also contacted the licensee but got no response.

veronika.f@casino.guru

こちらにカジノのカスタマーサポートとの間のすべてのやり取りを転送しましたのでご確認ください。

またライセンスに問い合わせましたが反応がありませんでした。

Please forward me the original email thread between you and the casino starting from the date you were requested to submit your certificate of salary. Please include the entire messages, not only screenshots. Thank you for your cooperation.

The correspondence between the casino and the day you were asked to submit the salary certificate,

Please check the entire message sent to.

給与証明書の提出を依頼された日からのカジノ間とのやり取りを、veronika.f@casino.guru

にメッセージ全体を送付してますのでご確認ください。

Please forward me the entire original email thread between you and the casino starting from the date you were requested to submit your certificate of salary and other verification documents. The emails should not be edited in any way.

Here are the instructions on how to forward the entire Gmail thread:

Using a Computer (Web Browser)

Open Gmail: Go to Gmail and sign in to your account if needed.

Find the Email Thread: Locate the conversation you want to forward in your inbox.

Open the Thread: Click on the email thread to open it.

Click on the Three Dots (More Options): In the top-right corner of the email, click on the three vertical dots.

Select "Forward All": From the dropdown menu, click "Forward all."

Enter the Recipient’s Email Address: In the "To" field, type the email address of the person you want to forward the conversation to: veronika.f@casino.guru

Add a Message (Optional): You can write a message in the body of the email if needed.

Click "Send": Press the "Send" button to forward the entire thread.

Using the Gmail Mobile App (Android/iOS)

Open the Gmail App: Tap on the Gmail app and sign in if necessary.

Locate the Email Thread: Find and open the conversation you want to forward.

Tap on the Three Dots: In the top-right corner of the email, tap on the three vertical dots.

Select "Forward": Some mobile versions may not have "Forward all," so you might need to forward individual emails manually.

Enter the Recipient’s Email Address: Type the recipient’s email in the "To" field: veronika.f@casino.guru

Add a Message (Optional): Write an additional message if required.

Tap "Send": Press the "Send" button to forward the email.

Thank you for your cooperation.

Please check that the email has been forwarded.

メールを転送しましたのでご確認ください。

Thank you very much, jptmw69, 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 jptmw69 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 why was the player's account suspended and what can we do to help resolve this issue.

Thank you!

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.

We understand the frustration and would like to clarify the situation regarding the account closure.

As a licensed casino operator, we are required to conduct thorough account verification and Source of Funds (SOF) checks in accordance with our regulatory obligations. This process ensures compliance with Anti-Money Laundering (AML) and Counter-Financing of Terrorism (CFT) regulations.

Our support team worked closely with the player over an extended period, requesting the necessary documents to verify their account and the origin of the funds used for gambling. The Player were provided with a reasonable timeframe to comply with these requests (more than 5 months). However, the information submitted did not sufficiently demonstrate a clear and legitimate source of the deposited funds. Additionally, the significant delay in providing the required documents raised further concerns.

Due to non-compliance with our verification process, the account was permanently closed in line with our terms and conditions. These measures are in place to protect both our platform and our players and are applied consistently across all accounts.

If the player requires further clarification, he can contact our support team directly.

You say it will be within a reasonable period of time and will be significantly delayed, but as I have said before, I work in a place where we pay in cash, and this salary receipt document is not something I receive on a regular basis, but rather is a document that needs to be specially issued by the company.

Therefore, if the company delays issuing the document or does not respond, there is nothing I can do.

Although it took a long time, we submitted it, so why do you say it is inappropriate for something that needs to be specially issued by the company?

妥当な期間、大幅に遅れ、とありますが、そもそも私は現金手渡しの職場であると話しておりますし、この給与の受取証明書という書類は私が定期的にもらえるものではなく、会社に特別に発行してもらう必要がある書類です。

よって会社からの発行が遅れる、またかけあってもらえないとなると私もどうしようもありません。

それを期間かかりながらも提出しましたし、会社から特別に発行して貰う必要があるものに対して何をもって妥当ではないとおっしゃるかのですか?

Thank you for the update Conquestador Casino representative, would it be possible to clarify why the documents the player provided weren't satisfactory for passing the verification procedure? If needed you can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

As a licensed entity, obliged to comply with AML/CTF regulations we have to follow very strict rules when it comes to verification of players' source of funds.

The customer mentioned receiving his salary in cash which is already an AML red flag and automatically requires further investigation: at this stage we required verification of the payment methods used (Ecopayz statement) and documentation from the employer to confirm employment, income, and that the salary is paid in cash.

Further documentation didn't clarify his employment and we could not establish the source of funds for the cash payments he claimed he received, the customer also failed to provide any evidence showing cash top-ups of his payment accounts (Ecopayz).

Despite giving enough time frame to provide sufficient evidence and explanations, the player did not respond and even recently provided information does not provide enough confirmation as to the source of funds of the player.

Thank you for the explanation Conquestador Casino representative.

Dear jptmw69, unfortunately, when it comes to issues regarding verification we can't do much to assist as the casino is required to follow the requirements of their regulatory body. If you believe that you have provided sufficient documents I can only recommend you contact the casino's licensing authority which is Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and file a complaint with them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own.(peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Dear jptmw69,

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.