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Conquestador - Unreasonable Frozen Account

Ruling

Resolved - Both the submitting complainant and Conquestador Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Conquestador Casino Review.

Player's Complaint

made deposits using a new debit card which has been verified and let me make lots of deposits, they now have frozen account and ask for old debit card which i no longer have, I have asked bank and they cannot provide details of old card which have been replaced due to data protection. I have contacted the gambling commission who has advised me that you do not have to validate your card and from the 7th May 2019 The new legislation brought in 7th May 2019 means they cannot delay withdrawal on the back of asking for documents.

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4 Responses

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ThePOGG
January 9, 2020

Hi nothappyone - welcome to ThePOGG.com!

Firstly - any information you have been provided by the UKGC has been general guidance. In our experience the UKGC will still support operators where there are legitimate reasons to be conducting fraud verification checks.

You need to go to your bank and ask them to provide proof of ownership of the card in question. Without proof of ownership there is nothing we can do for you.

Once you have done this let us know and we will follow-up with the operator on your behalf.

Thanks,

ThePOGG

User icon
ThePOGG
February 9, 2020

Hi nothappyone,

Have you provided Conquestador with proof of ownership of your card?

Thanks,

ThePOGG

User icon
ThePOGG
February 18, 2020

Hi nothappyone,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
February 25, 2020

Hi nothappyone,

If we haven't heard from you by Friday the 6th of March I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

nothappyone 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

January 9, 2020

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