Conquestador Casino - 決済が遅延しているとのクレームがあります。

The casino requested proof of the source of funds, but I am currently ill and do not have a pay slip from the company. What should I do?

カジノ側から資金源の証明を要求されましたが、現在病気をわずらっており、会社からの給与明細はありません。どうすればよろしいでしょうか？

Dear tenpa5040,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

thank you for your reply.

However, I was asked for various things one after another, and after responding to all the requests, could you tell me the reason why I applied for withdrawal without playing any games after making a deposit? And so on.

There is no conversation between me and the support center, and there is no abduction.

We apologize for the inconvenience, but we appreciate your cooperation.

返信ありがとうございます。

しかしながら次から次へと様々な事を要求され、全ての要求に応じたのち、入金後、何もゲームプレイせずに出金申請を行った理由を教えて頂けますか？等と全くもって身に覚えのない事を言われる始末です。

会話が成立せず私とサポートセンターでは話が進まず拉致がありません。

お忙しい中申し訳ありませんが、介入の程よろしくお願い致します。

Dear tenpa5040,

Have you received your withdrawal from the casino yet?

Dear tenpa5040,

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.

The response was quite bad, and I was very offended by being suspected of something I didn't do, but as a result of my patience, I was able to withdraw.

Thank you for your response.

My account was suspended for no reason.

かなりレスポンスが悪かったですし、やってもいない事まで疑われ、非常に気分を害しましたが、我慢強く対応した結果、出金できました。

対応ありがとうございました。

そして理由も分からずアカウント停止になりました。

Thanks for the update. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Do I understand correctly that you managed to withdraw all the funds before the casino blocked your account?

I understand, but I don't like having my account suspended for doing something I didn't do.

理解していますが、やってもいない事をやったと言われ、アカウント停止になるのは不服です。

Please note that you didn't answer my question.

I think it's a translation error.

I have already answered that I understand the question.

翻訳の手違いだと思います。

質問には理解していると解答済みです。

I asked you if you received your winnings. I do not see the answer to that.

yes. received.

はい。受け取りました。

Thank you. Unfortunately, we do not investigate the reasons behind closed accounts unless the casino withheld the remaining balance without justification.

Since the main issue of this complaint - delayed withdrawal, has been resolved, we will now close this complaint accordingly. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.