Nature of Dispute: Account closure and non-payment of funds following alleged verification failure

Summary of the Dispute:

I am submitting this complaint in relation to the permanent closure of my account at Conquestador.com and the withholding of an estimated $13,800 CAD in real-money funds. The closure was made under the claim of "failure to satisfy our verification requirements," as stated in the closure email I received on April 11, 2025.

After submitting a withdrawal request, I was asked to provide standard verification documents, including a government-issued ID, proof of address, and a bank statement. I submitted all requested documents in full.

On April 10, I received an email from Conquestador support (attached) requesting clarification regarding ATM deposits shown on my uploaded bank statement. I promptly responded, explaining that these deposits came from my personal savings. That email specifically stated that once I provided this information, they would proceed with the verification process.

Instead, shortly after, I was locked out of my account and received an email informing me that my account was permanently closed due to a "failure to satisfy verification requirements." They cited Sections 2.7, 4.14, 7, and 8 of their Terms and Conditions but gave no detailed reason or opportunity for further response.

I now have no access to my account, cannot confirm my final balance, and have been told by support that no further communication will be entered into. I have not received any refund of my balance, nor have I been shown any evidence of wrongdoing.

I believe the closure and confiscation of funds are unjustified, especially given my full cooperation. The operator has not provided any proof of fraud, loss, or a genuine breach of terms that would justify withholding real money.

Requested Resolution:

A full refund of the real-money balance held in my account at the time of closure (estimated ~$13,800 CAD)

Disclosure of my final account balance

Note:

I no longer have access to my account, and the operator has refused to provide any records. I am happy to resubmit any documentation directly to Casino Guru if required.

I have exhausted the operator’s internal complaints process and received a final decision. But this casino is apart of Igaming Ontario.

I cannot attach a file to the proof of amount in dispute because i cannot access my account on conquestador.com and thus i cannot see my funds, playerID/username etc... I remember it was around 13800 CAD.

The supporting evidence I attached is: The email from the operator questioning my Atm transactions on April 10th 2025. The email from the operator notifying they closed my account on April 11th 2025. The bank statement i uploaded to the website when they asked for further verification.

Dear nikki16440,

Thank you very much for submitting your complaint.

I’m sorry to hear about the permanent closure of your account and the difficulties you've faced trying to recover your funds. I understand how frustrating and upsetting this situation must be, especially after you’ve cooperated fully and provided all requested documents.

To help us understand the case better and continue with our investigation, could you please clarify the following:

1. Did the casino specify which of the submitted documents failed to meet their verification requirements?
2. Could you confirm whether the ATM deposits in question came from a personal savings account or another source?
3. Would it be possible for you to provide a bank statement directly from your savings account, to support your explanation about the origin of the funds?
4. Have you used any other payment methods or accounts during your time at the casino that were not verified?

If you still have the communication you received from the casino (especially the emails sent on April 10th and 11th), or any other relevant documents, please forward them to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Petronela,

Thank you for reaching out. Please find my responses below:

1.Did the casino specify which of the submitted documents failed to meet their verification requirements?

They did not specify which exact document failed. After submitting my government-issued ID and bank statement. they questioned ATM cash deposits shown in my bank statement. I clarified these were from my personal savings account, but they rejected this explanation without stating which document failed or what exactly was missing.

2. Could you confirm whether the ATM deposits in question came from a personal savings account or another source?

Yes, the funds were my own personal cash savings. I had gradually accumulated the money over several years through gifts, small jobs, and allowances. I kept the cash at home and chose to deposit it into my account through the ATM so I could use it for online spending, including gaming.

3.Would it be possible for you to provide a bank statement directly from your savings account, to support your explanation about the origin of the funds?

There isn’t a statement available because the funds did not come from a separate savings account — they were physical cash savings I had stored personally. The ATM deposits were simply me moving my own saved money into my bank account for online use.

4.Have you used any other payment methods or accounts during your time at the casino that were not verified?

No, I only used interact e transfer for deposits and my withdrawal request.

I will also send the Emails from April 10–11 your email.

Please let me know if you need any additional documentation or clarification. I truly appreciate your help in resolving this matter.

Hi nikki16440,

• Could you confirm whether you personally made the cash deposits of CAD 3,500, CAD 2,500 and CAD 1,600 that appeared on your bank statement?
• What was the total amount you ultimately transferred into your Conquestador account, and could you provide a breakdown of each individual deposit made to the casino?
• Also, did the casino ever ask you to undergo a verification call by phone as part of their KYC process?
• If so, please let us know when that was requested and whether you were able to complete it.

Thank you in advance for your reply.

Hi Petronela,

Thank you for your message. I’m happy to provide clarification on the points you've raised:

Cash Deposits:

Yes, I personally made the three cash deposits reflected on my bank statement:

CAD 3,500 on February 17

CAD 2,500 on February 21

CAD 1,600 on February 25

These deposits were made via ATM from my personal savings.

Total Deposits to Conquestador:

I transferred a total of CAD 2,000 into my Conquestador account. This was for the purpose of participating in their welcome offer (which included a CAD 2,000 bonus match).

Phone Verification Request:

No, I was never asked by Conquestador to complete a verification call or phone interview as part of their KYC process. All communication was handled by email, and I responded promptly to every request, including when asked to explain the ATM transactions.

Please let me know if any additional details or documents would help further.

Thank you very much, nikki16440, for providing all the necessary information. I will now transfer your complaint to my colleague, Jozef ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear nikki16440,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

I am still working on establishing communication, as I have identified additional options. I am extending the timer by 7 days. If there is no reply from the casino team within that time, I will get back to you.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear nikki16440,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef