Conquestador Casino - My own money is being paid out to me

Ruling

Found for the Player - Novibet has informed us that they will not cooperate with this service to manage player complaints.

Read our Conquestador Casino Review.

Player's Complaint

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

Read the casino review

5 Responses

thepogg

May 28, 2022

Hi monroe27 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

monroe27

May 30, 2022

Thank you so much for your fast reply.

monroe27

May 30, 2022

Thank you so much for your fast reply.

monroe27

June 15, 2022

Hi there do you have any updates please ?

thepogg

June 16, 2022

Hi monroe27,

Sadly this operator has informed us that they will not cooperate with the management of complaints via this service. At this juncture we have no reasonable expectation of this changing.

All we could suggest is contacting the operators ADR, Pardee Consulta Limited. Alternatively, if you wished to consider legal action our understanding is that GreenTableLegal.com offer a no win no fee service that specialises in the remote gambling sector.

Sorry we could not be of further help.

ThePOGG