ATTN: Casino Rep Conquestador messing me around with cashout

mbinku

Newbie member
Joined
Jul 23, 2017
Location
London
Hello all- I am quite unsettled by the way conquestador.com is handling my first attempt at a cashout.

All started on Tuesday 18th June

16:09 Requested £600.00 withdrawal

I keep playing and I'm still winning... Live chat say still being processed as late as midnight (so I don't cancel) but I cancel anyway to make a bigger withdrawal request

20:23 Request £1200.00 withdrawal

Once it passed midnight (now 19th June) I cancel the request again to make a bigger withdrawal

00:42 Request £1400.00 withdrawal

00:57 Request Rejected

"
We’re afraid we have had to decline your withdrawal because we are still missing some vital documentation from you [...] The quickest and most secure way to resolve this is to click the link below and upload the required information directly from your account: <<link to verification document submission page>>

09:45 I realise what has happened in the night, so I follow the link wondering what they want now...
Each of the four sections on the verification document submission page has a green tick next to it.

I should mention that one week ago, they stopped me from depositing asking for source of funds documentation, which was approved on 11th June and I was allowed to deposit again. I am fully verified an live chat could not make sense of it so they escalated the matter.

10:00 Request £1200.00 withdrawal

Since then they have not explained why they rejected my withdrawal. It took them 15 minutes to reject it last night, so why 7 hours later are they still not bothered to give me any specific advice on how to obtain my winnings?? Sadly for them it backfired and the £200 surplus that I left in my account to play with has turned into another £1200.00 withdrawal...

13:00 Request £1200.00 withdrawal {total now £2400}

So now I am fearfully waiting for £2400.00 cashout to be rejected in the middle of the night for no reason again...


Anyone else had a similar experience with this casino? They are licensed and have top notch games but I should have known when they said the withdrawal requests stay in your balance and there is no way of locking them in... I hope they don't just make my £2400 vanish for no reason!

Thanks for any support or advice anyone has!

Best,
Mbinku
 
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mbinku

Newbie member
Joined
Jul 23, 2017
Location
London
I forgot to mention that they have in the last hour, made my two withdrawals not appear in my recent transactions.... my balance still says £2400.14 but something dodgy is going on and all support say is “don’t request any more withdrawals”
 

kel0611

Newbie member
PABnononaccred
Joined
Aug 31, 2018
Location
Scotland
Hi I currently am having issues with this casino, I contacted the uk gambling comission regarding their withdrawl procedure and was advised that the casino is not allowed to prevent withdrawl based on verification and asked me to send any info on instances of this to them.
 

mbinku

Newbie member
Joined
Jul 23, 2017
Location
London
Hi Kel0611, I’m not sure whether to be happy or sad about this message! I’m sorry you’re going through the same thing but it is great to know the UKGC cares! I’m going to google where to send info but let me know if you have any tips about doing so. Hope you get your withdrawal!
 

mbinku

Newbie member
Joined
Jul 23, 2017
Location
London
They keep your money in your balance until they process the withdrawal? :eek2:

Yea and worse than that, one member of support is telling me the withdrawal is pending, the other is saying the withdrawals have vanished because it’s been rejected again I just haven’t been sent an email. Now approaching a full day that they haven’t given any valid reason for rejecting the withdrawal.
 

mina1929

Meister Member
Joined
Jun 13, 2015
Location
Universe
Try not to play any of your funds, can you speak to a manager there? someone that can exactly tell you what is going on.

I hate how they keep you waiting and worried, its not right :(
 

mbinku

Newbie member
Joined
Jul 23, 2017
Location
London
[email protected]

This is the email address I sent my complaint to, I’ll upload the part of email regarding this.

Wow, Kel- that is a revelation! I’ve got about hundred emails to write to UKGC it seems... But in this instance, I’m fully verified! Four green ticks on the four stages of verification.

They will have gone twenty four hours without even providing a reason when they come back online tomorrow.
 

mbinku

Newbie member
Joined
Jul 23, 2017
Location
London
Try not to play any of your funds, can you speak to a manager there? someone that can exactly tell you what is going on.

Thanks Mina, I am trying not to play... I have been to live chat five times today, all morning they said they could see the withdrawal was pending and there was no reasonable explanation for the ‘payment experts’ to reject it again... Then I made a second wirhdrawal for the same amount again and an hour later they deleted both withdrawals from my recent transactions...

I queried this with Sebastian and he claimed it was “a visual bug” and assured me the two £1200 withdrawals were still pending.

Then at 20:55 (5 minutes before they closed) I asked for an update and Warren said “the withdrawals wouldn’t be processed because of the issue”, which was totally new to me!!

I asked what “the issue” was assuming the payment experts had spoken, but Warren backtracked, saying he just meant we still had to wait to hear from the payment experts...

They are really hoping I play through the balance tonight I am sure of it.
 

mbinku

Newbie member
Joined
Jul 23, 2017
Location
London
UPDATE: one of the four green ticks is now a red cross, relating to my address. I signed up in May and was very briefly locked out of my account for verification. I already submitted a utility bill showing my address and two bank statements, one of them in the last week, that also stated my address. How can they get away with this?
 

mbinku

Newbie member
Joined
Jul 23, 2017
Location
London
Well this is weird, I photographed my latest gas bill and uploaded it and they have verified it already... I am back to four green ticks!

Screenshot 2019-06-19 at 22.28.32.png
 

mack341

Senior Member
Joined
May 8, 2018
Location
south east england
UPDATE: one of the four green ticks is now a red cross, relating to my address. I signed up in May and was very briefly locked out of my account for verification. I already submitted a utility bill showing my address and two bank statements, one of them in the last week, that also stated my address. How can they get away with this?

stay strong mbinku, I would take a few screenshots of your balance etc and then use the 24 hr TAB option each day, it looks like they're hoping you lose it all back after getting fed up with this mysterious reason why you can't be paid, email customer service with the sequence of events and query the delay with a cc to that ukgc email above if possible
 
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slot_zombie

Senior Member
Joined
Jul 25, 2014
Location
UK
You are in good hands with this outfit. It's unfortunate about the bug you've experienced. Top notch casino , fastest game server I've ever played at, and not on Gamstop :thumbsup: which is important for those of us who temporarily "revenge quit" one drunken evening, only to wake up next morning with a hangover and an unwanted 1 year slot holiday!
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
You are in good hands with this outfit. It's unfortunate about the bug you've experienced. Top notch casino , fastest game server I've ever played at, and not on Gamstop :thumbsup: which is important for those of us who temporarily "revenge quit" one drunken evening, only to wake up next morning with a hangover and an unwanted 1 year slot holiday!

Well it should be on Gamstop by now in the UK-facing side of it. With people on here who may be abstaining or excluded, telling them a casino has slipped through the net isn't wise. Pointless doing anything about it regarding editing as this post is days old and has only been reported just now.

I ask members to think twice before posting Gamstop getarounds.

Thanks. :)
 

brianleeporter

Full Member
Joined
Jul 4, 2014
Location
liverpool-England
I’ve used these a few times and had a withdrawal processed and in my account quickly.

It is a strange one tho keeping the money in you’re balance until it is processed.

But you will get you’re money.
 

Luckyscouser45

Head honcho
MM
Joined
Aug 13, 2018
Location
No mans land
You are in good hands with this outfit. It's unfortunate about the bug you've experienced. Top notch casino , fastest game server I've ever played at, and not on Gamstop :thumbsup: which is important for those of us who temporarily "revenge quit" one drunken evening, only to wake up next morning with a hangover and an unwanted 1 year slot holiday!
That’s a bit irresponsible on your part stating it’s not on Gamstop
 
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