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Conquestador – Unreasonable Frozen Account


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.

Read the casino review

4 Responses

Jan 09, 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.



Feb 09, 2020

Hi nothappyone,

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



Feb 18, 2020

Hi nothappyone,

I'm following-up on the above?



Feb 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.



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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 8, 2020

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.


The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.