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Conquestador - retaining my funds

Ruling

Found for the Casino - While we are sympathetic to the player's frustrations, our understanding is that the operator's actions are in line with the regulator's expectations.

Read our Conquestador Casino Review.

Player's Complaint

Joined Conquestador.

Deposited £1000

Played for and hour or so, I had £980 pounds in my account when they closed it. Saying I had previously been self excluded.

Wont refund my deposit or even withdraw £980 that was in my account balance.

I can get a recall through my Mastercard Bank. But they shouldnt get away with this!! They are [not paying] my money.

Read the casino review

5 Responses

ThePOGG
October 16, 2019

Hi kemps1977 - welcome back.

Unfortunately there is nothing we can do to help you in this situation.

Having discussed this type of situation with the UKGC the regulator's expectations would not require operators to return deposits in situations where players have taken actions to bypass automated detection systems that are put in place by the operator.

All we can suggest is that you contact the UKGC directly to review your issue.

You should also consider our free Responsible Gambling app BetBlocker. It can block your internet capable devices from accessing over 6.6k gambling sites.

ThePOGG

kemps1977
October 16, 2019

So they can steal my money then? £980 pounds in my account.

When I deposited £1000

That is seriously wrong and unprofessional practice. Its funny how operators get more protection than the players.

I didnt know i had an account. Ive used my name, address, Postcode etc that is truly mine. Thats isnt trying to bypass my self exclusion.

Awful, Awful practice. So I can depisit on a site, they close my account and keep the money. WOW!!

Unbelievable!! £980 pounds active!! Not spent, not £0

And I have an active balance of £980 in the account when account was closed.

kemps1977
October 17, 2019

I have had an email today with appologies off Conquestador.

They have seen their error, after I explain the situation and LCCP to them.

They have already refunded me.

Im glad they have common sence and are truthful.

This case is closed.

Im glad I do not get the blame off them. It would be great if all casino’s would be as honest as they are.

And to make a point on something. Gambling addiction is a sickness not a failure.

ThePOGG
October 17, 2019

Hi kemp1977,

They haven't stolen anything. They have refused to refund your purchase which or our knowledge complies with the current regulatory policies.

Numerous studies have shown that refunding gambling addicts often serves to reinforce negative behaviour patterns as this creates the perception of no negative consequences. The UKGC have constructed their policies with this in mind.

My personal opinion is that in situations where the deposits have not been lost then they should be returned, but that is apparently out of line with the current research and the reality here is that you have altered your registration details, otherwise you would not have been able to register a second account.

Self-exclusions are a two way agreement. Operators are being asked to take a level of responsibility for your actions that is unprecedented in any other industry, but you are expected not to try and undermine their efforts.

And the truth is that in every single complaint you have made to this service - 7 including this one - we have prominently sign-posted our free Responsible Gambling app BetBlocker. Had you acted on these prompts it is unlikely you would have been able to access Conquestador at all.

As stated previously all we can suggest is that you contact the regulator.

ThePOGG

kemps1977
October 17, 2019

Please read above. Again I stress nothing was ALTERED so to speak so please don’t accuse me of this.

Thank you for your time. I will approach another ADR in the future.

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Agreement

kemps1977 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

October 16, 2019

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.