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Conquestador - Funds reversed after failed withdrawal

Ruling

<p><strong>Declined</strong> - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.</p>

<p>Read our <a href="https://thepogg.com/casino-review/conquestador/">Conquestador Casino Review</a>.</p>

Player's Complaint

 

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

 

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2 Responses

ThePOGG
April 24, 2021

Hi playlikeasnail - welcome to ThePOGG.com!

Unfortunately this is not a matter that we could assist you with. Only the UKGC would be positioned to answer whether Conquestador's actions were compliant with license conditions. As such all we could suggest is contacting the regulator.

Sorry we cannot be of further help.

ThePOGG

Playlikeasnail
April 24, 2021

Dear The POGG

Thank you for the comment, it does make sense that it would be a issue with the operator and UKGC whether they have been compliant with their license conditions, I have seperately placed a complaint and awaiting their response with a potential view to speaking to the regulator.

Appreciate the response and expect closure of this case with the POGG, regards Playlikeasnail

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Agreement

Playlikeasnail 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

April 24, 2021

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.