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Account closure and confiscation of real-money balance

Hello, dear Casino Guru

I have been a registered player at Conquestador since 2021. At the time of my registration, Ukraine was not listed among the restricted countries, and my account was fully verified. For years I had no issues with deposits, gameplay or withdrawals.

Recently, the casino updated its list of prohibited jurisdictions and added Ukraine. After this change, my account was suddenly blocked. Conquestador requested a proof of address, and after I provided it, they confirmed that I live in Ukraine.

Instead of allowing me to withdraw my existing balance, the casino confiscated the entire real-money amount of €40, even though these funds were deposited and played long before Ukraine became a restricted country. No bonus funds were involved.

I believe this action violates fair-play standards and MGA rules, which allow casinos to close accounts from restricted countries but do not allow confiscation of deposited real money. Only bonus funds may be voided — not real cash balances.

The casino refuses to reconsider its decision and states that the confiscation is "final".

I request Casino Guru to review this case and assist in recovering my real-money balance.

Thank you.

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Hello,

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.

• When exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the confiscation of your balance? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear yatsik13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

My account was blocked on December 5th. What games have I played over the past four years? I've played everything. Slots, live casino, sports betting. But these aren't even winnings! They're part of my deposit! My last deposit was $50! I want the $40 left in my account back! I've sent you an email with the correspondence!

Мой аккаунт был заблокирован 5 декабря. В какие игры я играл за целых 4 года? Я играл во все игры. Слоты, живое казино, ставки на спорт. Но это даже не выигранные средства! Это часть моего депозита! Мой последний депозит был 50 долларов! Я хочу вернуть 40 которые оставались на моем счету! Письмо с перепиской вам отправил!

Thanks for your email and the information provided.

Did you discuss your country of residence with casino support before receiving the emails informing you of account closure?

Would you be able to share any such communication with me as well?

Looking forward to your reply

I did not discuss my country of residence with the casino support before receiving the email about account closure.

I was never informed or warned in advance that Ukraine had been added to the list of restricted countries.

I had been registered and actively playing since 2021 without any issues, my account was verified, and deposits were accepted normally.

I only learned that Ukraine was considered a restricted country after my account was blocked and my remaining real-money balance was confiscated.

At no point did the casino notify me that I needed to withdraw funds or stop playing due to a change in country restrictions.

Dear yatsik13,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Conquestador Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Conquestador Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi