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Conquestador - casino deposit limit breach
Ruling
Found for the Casino - The mechanics of the loss limit applied by Conquestador Casino are detailed within their responsible gambling information.
Read our Conquestador Casino Review.
Player's Complaint
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amount of money, my deposit limit would automatically increase the allow for additional deposits up to the amount of my Withdrawn & Cleared winnings!!!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.
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Agreement
Oemin2012 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
- Conquestador
- United Kingdom Gambling Commission
- Mobile Incorporated Limited
July 6, 2020
Hi oemin2012 - welcome to ThePOGG.com!
While we're sorry to hear about your issues, having reviewed the Conquestador responsible gambling information, the do detail the mechanics of their 'Net Deposit Limit':
If you have withdrawn more than you deposited over the time period you would be allowed to redeposit your winnings before any deposits would count against your Net Deposit Limit.
You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.
Sorry we could not be of more help!
ThePOGG