Conquestador Casino - Τα χρήματα του παίκτη κινδυνεύουν να παγώσουν λόγω των απαιτήσεων KYC.

While going through KYC for Conquistador Casino, I was notified to disclose my Vega Wallet transaction history. After sending the history, I was then asked to show proof of deposit history to Vega Wallet.

When I inquired about this to Vega Wallet, I was told that it was winnings from Casino Days, but that the site has already been shut down and the withdrawal history from the casino site is no longer available.

Vega Wallet has also responded, but Conquistador is not convinced.

If you don't provide proof, they will freeze your funds and won't refund your money.

I will also disclose the email correspondence so could someone from CasinoGuru please intervene and resolve this?

コンクエスタドールカジノのKYCをしていく中で、ベガウォレットの取引履歴を開示しろという通達があり、履歴を送付した結果、ベガウォレットへの入金履歴の証拠を見せろという案内がありました。

それをベガウォレットへ問い合わせた結果、カジノデイズからの勝利金であり、こちらのサイトが既に閉鎖されておりカジノサイトからの出金履歴が見れない状況となっております。

ベガウォレットにも回答を頂いていますが、コンクエスタドールは納得されず、

証拠を出さなければ資金凍結して返金しないようです。

メールでのやり取りも開示しますので、カジノグルの方で間に入って解決していただけませんでしょうか?

Dear rockn6,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Conquestador Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please explain how much you deposited in the Conquestador Casino?
• Do I understand correctly your account in Casino Days was closed preventing you from retrieving proof of funds?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I deposited $2000 on May 11th.

Casino Days is closed and it is no longer possible to prove your funds.

Dealing with the casino

I will forward it here.

5月11日に2000ドル入金をしてます。

カジノデイズが閉鎖されており資金証明出来なくなっています。

カジノとのやり取りは[email protected]

こちらに転送させていただきます。

Thanks for your patience.

Casino Days seems to be open; however is no longer accepting players from Japan.

Were you able to prove your deposits were made to your Vega wallet before you deposited and played in Casino Days?

Could you please explain the timeline of you making transfers to your Vega wallet, your deposits to Casino Days, and your withdrawals from Casino Days to your Vega wallet?

Have you communicated with Casino Days regarding the proof of withdrawals from the casino?

I apologize for the inconvenience. Thanks in advance for your cooperation.

Before you deposit and play at Casino Days, were you able to prove that the deposit was made to your Vega wallet?

The deposit from Casino Days to cover winnings from the Casino Days no deposit bonus is the first deposit to your Vega Wallet.

Can you explain the timeline for transferring money to Vega wallet, depositing money into Casino Days, and withdrawing money from Casino Days to Vega wallet?

As explained above, we receive the no deposit bonus from DAYS and transfer it to our Vega Wallet.

I can't get in touch with Casino Days support.

Casino Days に入金してプレイする前に、入金が Vega ウォレットに行われたことを証明できましたか?

カジノデイズの入金不要ボーナスでの賞金の為にカジノデイズからの入金がベガウォレットへの初入金です。

Vega ウォレットへの送金、Casino Days への入金、Casino Days から Vega ウォレットへの出金のタイムラインを説明していただけますか?

上記説明で入金不要ボーナスとしてデイズから受取、それをベガウォレットに送金しております。

カジノデイズのサポートとは連絡取れません。

Dear rockn6,

Could you please explain how much your winnings were from the no-deposit bonus you won at Casino Days?

Could you please explain whether you received any email notifications about the withdrawal status from Casino Days?

I don't remember how much it was.

After that, I played with the cash and then withdrew it, so it is impossible to know since there is no history.

I have not received any email notifications.

いくらだったかは覚えていません。

その後にキャッシュで遊んでから出金しておりますので履歴がない以上は把握不可能です。

メール通知は受け取っておりません。

Let's summarize.

You played in casino Days, won from a no-deposit bonus.

You were allowed to use the Vega wallet that you hadn't used previously and withdrew 2000 dollars of winnings you deposited in Conquestador online casino later, without any other activity on your Vega wallet.

Please let me know about any inaccuracies or misunderstandings regarding these events.

• Did Casino Days conduct any verification of your account?
• Were you asked to submit any documents to the casino Days in the past?
• Have you submitted any documents and kept records of your communication with Casino Days?

The conclusion is correct.

Casino Days has verified your account and is KYC verified.

Then the money comes down.

You said that you have submitted documents to casinos in the past, but does that mean various other casinos?

I have been asked for documents to verify my identity at other casinos and have never been rejected. Only Conquistador takes time to approve my identity.

Although the paperwork has been submitted to Casino Days, I have no record of it.

纏めは正しい認識です。

カジノデイズはアカウント確認しており、KYCの認証済です。

その後に資金が降りています。

過去にカジノに書類を提出、とありますがそれはその他様々なカジノですか？

他のカジノで本人確認で書類を求められたことはございますし、承認されなかったことはございません。コンクエスタドールのみ承認に時間を要しております。

カジノデイズに書類を提出しておりますが、私はその記録を残していません。

Thanks for your reply.

Could you please provide the proof of funds you sent to Casino Conquestador for us to review? I apologize for the inconvenience.

Please send the information to my email at [email protected]

I have emailed you my pay slip and bank statement.

給与明細と銀行取引明細書をメールにて送付いたしました。

Thanks for your reply.

Please note that the links to the files don't allow me to access them. Please share the information so it can be accessed again. I apologize for the inconvenience.

I have attached a screenshot.

Please confirm.

スクリーンショットを添付して送りました。

確認お願いします。

Thanks for your submission of the documents.

In your firs post you wrote:

I was notified to disclose my Vega Wallet transaction history. After sending the history, I was then asked to show proof of deposit history to Vega Wallet.

Would you be able to share the document 'Vega Wallet transaction history' you submitted to the casino? Send it to my email at [email protected]

I apologize for the inconvenience.

I forwarded it to email.

Please confirm.

メールに転送しました。

確認お願いします。

Thank you very much, rockn6, for providing the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello rockn6,

I have reviewed your case and will contact the casino to see if I can help.

Before I do so, can I ask you to please clarify if you have attempted to contact Casino Days via the support email, [email protected]?

Kind regards,

Adam

I have also sent an email, but I have confirmed that links like this no longer work, so I am certain that they are trying to contact you.

I was trying to inquire about my deposit and withdrawal history.

メールでも送りましたが、このような案内でリンクにも飛べなくなっていることを確認しているので連絡しようとしているのは確かです。

入出金履歴を問合せようとしていました。

Thank you rockn6.

We would like to invite Conquestador Casino to join the conversation and participate in the resolution of this complaint.

Dear Conquestador Casino,

Can you please clarify exactly what is required from the player to complete the verification process?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear rockn6,

I have found an alternate contact so I will try to reach the casino one more time. If there is still no response the complaint will be closed as mentioned.

Kind regards,

Adam

Dear rockn6,

Can you please provide an update on the situation? Have you received any response from Casino Days support?

Kind regards,

Adam

There have been no updates from Conquistador.

There has been no response from Casino Days.

コンクエスタドールからは更新ございません。

カジノデイズからの返答はございません。

Hello rockn6,

I have made contact with Conquestador Casino and they have informed me that unless you are able to prove the source of your deposited funds, you will be unable to pass the verification procedure. I am going to try and reach Casino Days for you again to see if I can put them in touch with you, and will post again with further updates.

When you make a withdrawal from a casino, it is very common to receive an email confirmation. Can I ask you to check once more and see if you have any record of your withdrawal from Casino Days? it may be helpful if you have any correspondence from them.

Kind regards,

Adam

The email is over a year old and the confirmation email has disappeared.

As evidence, we have an email from Vega Wallet, our e-wallet, which proves that the deposit was made from Casino Days.

Is there any justification for the casino not to accept the proof from VegaWallet, of which Conquistador is also an affiliate?

Also, looking at the complaints of other people, it seems that withdrawals are not possible even in situations where the source has been verified by a group. In that situation, it seems that the proof of origin claimed by the casino does not fall within the general standard, and it is possible that the casino is operating with a malicious intent, using identity verification as a reason for refusing withdrawals.

Please make a fair judgment based on all the circumstances.

メールは1年以上前のもので確認メールは消えております。

証拠としましてはイーウォレットにあたるベガウォレットからカジノデイズからの入金だと証明されているメールがございます。

コンクエスタドールも加盟店でもあるベガウォレットからの証明を認めないカジノ側に正当性ございますか？

また他人様のクレームを見ておりますと、グルで出処を証明されている状況におかれましても出金できていないみたいですが、その状況でカジノ側の主張にある出所の証明が一般基準の範囲とは到底思えず、本人確認を出金拒否の理由にしている悪質性の高い運営である可能性がございます。

全ての状況から公正な判断をお願いします。

Hello rockn6,

The complaint is still being discussed with the casino via email. I will post again shortly with an update.

Kind regards,

Adam

Hello rockn6,

I have now made contact with a representative from Casino Days, can you please confirm which email you used to register your account with them and the date you transferred the relevant funds to your Vega wallet from the casino?

Kind regards,

Adam

Email address is here

I will attach a photo.

メールアドレスはこちらです

[email protected]

写真を添付します。

Thanks for the info rockn6.

I will pass this on to the casino, and hopefully we can obtain the relevant history.

Kind regards,

Adam

Conquestador has unresolved KYC issues in other countries besides Japan, but will this be ok for me?

コンクエスタドールにおける日本国以外その他の国でもkycトラブルで未解決になっているのですが、私は大丈夫なのですか？

Hello rockn6,

Casino Days has informed me that the relevant transaction history has now been sent to your email.

Please let me know when you have received it. You should then be able to provide this to Conquestador Casino and complete the verification process.

Kind regards,

Adam

I have received it.

I submitted it to Conquistador.

受け取っています。

コンクエスタドールに提出しました。

Thank you for confirming, rockn6.

Dear Conquestador Casino,

Please let us know when you have received the information from the player, and if the verification process can be concluded.

Kind regards,

Adam

In this way, we are repeatedly asked to submit non-existent documents, such as account numbers, which should not exist in the history, and our identity verification fails.

Furthermore, I had already submitted my personal pay slip, and their demands have been changing several times, so this is a malicious refusal to withdraw funds by refusing to verify my identity, using my license as an excuse.

It seems that other users are also having disputes over identity verification, but I would also like to hold CasinoGuru responsible for not giving Conquistador a low rating and continuing to give it high ratings.

このように履歴の中に口座番号などあるはずがないような存在しない書類を要求され続けて本人確認が通らないことが繰り返されています。

また、個人給与明細は既に提出しており、要求も二転三転している状況でこれではライセンスを盾に本人確認を拒否した悪質な出金拒否です。

他ユーザーも本人確認で紛争しているようですが、ここまで低評価も下さずコンクエスタドールに高い評価を与え続けたカジノグル様の責任も問いたいです。

I have received an email with this content.

How long do you intend to allow casinos to run wild like this, acting when it suits their company but running away when it doesn't?

このような内容のメールが届いております。

自社に都合の良い時は対応し、都合が悪くなればこのように逃げるようなカジノをいつまで野放しにするおつもりですか？

Hello rockn6,

Thank you for the updates. I will reach out to the casino for further insight.

Kind regards,

Adam

Hello rockn6,

I have not yet received a further response from the casino. We will reach out to them one more time in accordance with our policies.

Dear Conquestador Casino,

The player was asked to provide a document showing their deposit's origin - a withdrawal from a different casino. They have been able to obtain and provide this, but it now seems you have asked for further documents.

Please respond and provide the information requested in my last email. We will allow a further 7 days. If there is no reply, the complaint will be closed as 'unresolved' and will have a negative effect on the Safety Index of the casino.

Kind regards,

Adam

Dear rockn6,

Despite our best efforts to contact them, there has been no further response from the casino. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Pardee Consulta – an alternative dispute resolution service (https://adrbypardee.eu/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/). Please let me know how the ADR responded if you decide to go this way (adam.m@casino.guru).

I am truly sorry I could not be of more help on this occasion.

Best regards,

Adam