Conquestador - retaining my funds

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

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.

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.

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

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.