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>

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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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