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    FAQ

     

    We have put together some useful information to answer your most frequently asked questions. These questions are spit into to following sections, making it easy for you to find the exact information you are looking for:

    • Definitions
    • Registration & Participation Rules
    • Making a Deposit
    • Withdrawals
    • Account Verification
    • Bonus Funds
    • Support and Making a Complaint

    If you still cannot find the answer to your question please contact our friendly Support Team using our live chat feature or using good old fashioned email at [email protected].

     

     

    Definitions

    We understand that you might not understand all the casino jargon we throw your way and so we have listed some useful terminology for you to refer to, should you ever need to.

     

    Achievements

    Achievements are a series of challenges which will grant players some fantastic rewards when completed. You can view the individual tasks you need to complete on each slot on the Achievements page and will refresh every month, which means you can continue to earn fantastic rewards playing on your favourite slots.

     

     

    Booster

    Booster is a feature which allows a player to collect more points throughout a tournament. Booster is enabled automatically when a player who reaches a higher position in the leaderboard than you becomes “not active”. A player is assumed to be “not active” if more than 30 minutes have passed since his/her last bet was made in any of the tournament games. In such cases a player who is next to him/her in the leaderboard receives booster which allows to earn 50% more points. Moreover, a player can receive additional points multiplication if he/she bets more than the minimum tournament bet required when the booster is enabled. The more you bet, the more points you receive with your booster.

     

    Bonus Expiry

    Bonuses must be wagered to completion (qualified or spent) within a set period of time outlined in the terms of the promotion. If your bonus has not been wagered to completion within the set timeframe it will be removed automatically.

     

    Bonus Percentage

    Bonuses can be awarded as a percentage of funds on your next deposit. For example, if you activate a 50% bonus and deposit £20 you will receive a £10 bonus. There will always be a cap on bonus percentages. Please do read all the terms of our promotions carefully before you claim any bonus funds.

     

    Bonus Qualification

    Bonuses must be wagered a given number of times before the funds will be qualified. For example, if a £25 bonus had a x2 wagering requirement you must wager £50 of these funds before they automatically convert into cash funds.

     

    Cash Funds

    Funds which can be wagered across all games on our site. These funds can be withdrawn at any time, subject to Conquestador’s approval.

     

    Cashback

    Funds gifted to players by Conquestador at the start of every month, factoring in previous account activity. These funds are credited as a bonus. Please read the cashback terms and conditions on our Promotions Terms page before wagering or claiming your funds.

     

    Progressive Prize Fund

    Tournaments will frequently display a Progressive Prize Fund which will display the current amount which will be shared among the top players at the conclusion of the event.

     

    Rebate

    Rebate is a bonus which players can accumulate by making bets with real money during the week (starting on Monday). Rebates are issued as non-deposit bonuses. Please read the rebate terms and conditions on our Promotions Terms page before wagering or claiming your funds.

     

    Tournaments

    Tournaments are events in which players will compete against each other to achieve the highest scores by winning on selected games. Daily and weekly tournaments are constantly ongoing so make sure to check the Tournaments page to view the latest events.

     

    Slot Lines

    Slot lines are a combination of symbols that results in a win, on a slot game. All online slots offer their own variety of paylines which get activated when you start spinning.

     

    Wagering

    The act of betting cash or bonus funds on slot and/or table games.

     

    Wagering Requirements

    The amount which must be wagered before bonus funds are qualified. For example, a £25 bonus with a x10 wagering requirement would mean £250 would need to be wagered from this bonus before it will qualify. Qualified bonus funds appear in your cash wallet and can be wagered as cash or withdrawn as you please.

     

    Winnings Cap

    A limit set on the amount a player can qualify from a single bonus. For example, a bonus with a £1000 winning cap will be restricted to £1000 should the qualified bonus funds exceed this amount. Information on winning caps can be found on the terms of each bonus promotion. 

     

     

    Registration & Participation Rules

     

    How do I register an account?

    Click the link labelled "Sign Up Now!" at the top of the page or in the menu. Easy as pie!

     

    How do I sign in into my account?

    Click the link labelled "Sign Inat the top of the page or in the menu. Easy-peasy!

     

    Can I register when I’m under the age of 18?

    Registering an account on Conquestador while you are under the age of 18 is strictly prohibited under UKGC regulations. We therefore employ appropriate measures to verify the ages of all users to ensure all accounts on our site are over the age of 18.

     

    I have forgotten my password

    It’s always annoying when we forget our passwords, isn’t it? On the Sign In page you can select the Password Reset option.

    Once you’ve entered your email we will send you a link which you can use to enter a new password.

     

    How do I unsubscribe from marketing materials?

    We understand that our marketing might not be your cup of tea.

    You can unsubscribe from our email and SMS marketing by visiting the Subscriptions and Anonymity page on your profile. From here, you can tailor your preferences to opt in or out of transactional and/or promotional emails.

    Please note that opting-out of marketing correspondence will not stop us from contacting you using the information you have submitted during registration. We will still send you important correspondence when we absolutely need to.

     

     

    Making a deposit

    We accept most popular payment providers. Unfortunately, we will no longer be accepting gold ingots or silver brooches.

     

    What card payments do you accept?

    We accept Visa and MasterCard payments beginning at £5.

     

    Do you accept bank payments?

    We accept payments made by Trustly.

     

    Can I pay by mobile?

    We accept mobile payments of up to £30 per day, however, your mobile carrier may restrict this amount.

    For any comments or questions around deposits made using your mobile phone bill please contact the Customer Support Team via email at [email protected].

     

    Do you accept any other forms of payment?

    We accept payments from Skrill, PaySafeCard and Neteller.

     

    How do I set up payment limits?

    You can update your payment limits at any time from your Responsible Gaming page.

    You can decrease these limits immediately at any time, however, should you choose to increase your limits your request will be subject to a 24-hour cool-off period. This will start when you have confirmed your limit. Once the cool-off period has elapsed you will need to submit final confirmation before your limits will be updated.

     

    Do you charge any deposit fees?

    We will not charge you for making deposits at Conquestador. All funds deposited by yourself will go straight into your wallet, ready for wagering.

     

     

    Withdrawals

    Conquestador aims to make the withdrawal process as smooth as possible for its players. In order to quickly and efficiently deal with your requests we strongly recommend that you read this section as well as the Account Verification section below.

     

    Where do I need to go to withdraw?

    Simply navigate to the Cashier and click on the ‘Withdraw’ option, right next to the ‘Deposit’ option.

     

    How much can I withdraw?

    We do not impose a cap on the amount you wish to withdraw, however, if withdrawal requests exceed £50,000 we will carry out further AML (Anti-Money Laundering) checks in addition to the processes we undertake for all withdrawals.

    The minimum amount you can withdraw is £10.

     

    What happens to my bonus funds?

    Bonus funds can only be withdrawn when their individual wagering requirements have been completed. Upon completion your funds will automatically convert to cash.

    It is important to remember that some promotions may impose a maximum withdrawal limit. Please study the terms of each promotion carefully beforehand.

    Any unqualified bonus will be removed from your account when you submit a withdrawal request.

     

    What are the payment methods?

    Where possible, we will attempt to pay your funds back to the payment option you used when depositing at Conquestador.

     

    How long do I have to wait for my withdrawal to be processed?

    You can expect your withdrawal to be processed within 1 working day (Monday – Friday).

    Please note, your withdrawal could be delayed due to insufficient documentation. Please see our section Account Verification (below) to find out how you can submit your documentation correctly on the first attempt!

     

    How long do I have to wait before I receive my funds?

    Withdrawals paid via bank transfer will take between 1 – 5 working days to reach your account after approval for all withdrawal payment methods.

    If you have still yet to receive your funds after the timeframes have elapsed, then please contact our Support team: [email protected].

     

    Do I need to supply any important documentation before my withdrawal can be paid?

    Absolutely! All withdrawals are subject to a player identification procedure and cannot be approved until we verify your account. For more information please read our Account Verification page below. 

    We require all registration information to be the same as the billing information you provide to us when verifying your account. Inconsistencies will likely result in a delay in receiving your funds.

    You can access your Account Verification here.

     

    Do you impose any limits or fees on a number of withdrawals?

    Conquestador is happy to confirm that there are no limits on the number of withdrawals you can place in any given time period. 

    No nasty hidden fees will appear when you submit your withdrawal requests. Simply put, you will receive 100% of what you request.

     

    I have only deposited using my mobile. How do I withdraw?

    We're unable to pay withdrawals directly back to your mobile phone. Instead, please use the Trustly option to initiate a bank transfer. In order to complete this withdrawal we will need you to submit a bank statement clearly displaying your name and last 4 digits of your account number. For more information on this, please see the Account Verification section below.

     

    Account Verification

    Players can verify their accounts at any time on Conquestador. By verifying your account we are complying with regulations aimed at preventing children under the age of 18 from using our site as well as minimising fraudulent activity. In addition, will be able to process any withdrawal requests you submit quickly and efficiently.

     

    Where can I verify my account?

    Navigate to your Profile and click on Verification. From here you can upload your documentation for our friendly staff to review, as well as verifying your mobile number.

     

    What documentation do I need to provide?

    In order to verify your account we require the following documents to be uploaded.

    We require:

    • One form of photographic identification:
      • Full UK or foreign passport:
        • You need to take a picture of your passport clearly showing all information on the page displaying your photograph (yes, even the letters and numbers at the bottom).
      • Full UK or foreign driving licence
        • We will need the front and back of your dirving licence. Make sure all the information on the images you provide is clearly displayed.
      • Photographic national identity card:
        • We will need the front and back of your photo ID. Make sure all the information on the images you provide is clearly displayed.

    And

    • One form of address verification:
      • Full UK photo card driving licence bearing residential address (front and back of issued identification):
        • We can only accept this providing you have not submitted your driving licence in the Identification section.
      • UK bank statement:
        • This document must be dated within the last three months and not printed from the internet.
      • Any government-issued documentation:
        • This document must be dated within the last three months and not printed from the internet.
      • Letter/bill from utility company:
        • This document must be dated within the last three months and not printed from the internet. We're afraid we cannot accept mobile phone bills.

    And

    • If you have made a payment using a credit and/or debit card:
      • We need the front and back of all cards you have used to deposit. For security reasons we must ask you to cover the 7th to 12th digit of your card number (e.g. 4123 45** **** 1234 on the front and back of your card) and also the CVC code (3 digits) on the back of the card. Please note that the back of the card must be signed for it to be valid.

    And

    • If you have made a payment using Skrill:
      • Please provide us with a screenshot of your account page(s). Please ensure your email address is displayed on the page.

    And

    • If you have made a payment using Neteller:
      • Please provide us with a screenshot of your account page(s). Please ensure your email address and Neteller ID is displayed on the page.

    And

    • If you have placed a withdrawal via Trustly:
      • We need a bank statement clearly displaying your name and the last 4 digits of your account number.

    Please ensure that documentation is clear and visible. Documents uploaded as proof of address should have been issued within the past 3 months.

     

    How do I verify my mobile?

    Verifying your mobile number allows you to deposit using our Mobile Billing payment method. We may also use your verified number when our Support staff need to contact you.

    On the verification page simply input your mobile number and enter the 4-digit number underneath (to prove you’re not a robot). We will then send you an SMS containing a 6-digit number, which you need to enter into the field that has just appeared in the Mobile Verification section.

     

    How long will it take to validate my account?

    Once we have your documentation, we will do our best to validate it as quickly as possible. This will usually take no more than 3 working days, however, if we need to request any further documentation this will prolong the time to validate your account.

    It really helps us if you carefully read everything that we need from you. Successfully providing all your documentation, which is correct and in-date at the time of sending, will allow us to review and verify your account much faster.

     

    What is a Source of Funds check?

    Source of Funds are a series of checks we may perform on Conquestador players. They allow us to ascertain the source of the funds you are depositing on our casino.

     

    Why do I have to present Source of Funds documentation?

    We carry out these formalities in line with UKGC regulatory requirements and the European Union Fourth Anti-Money Laundering Directive. You need to provide your documentation to satisfy the regulatory requirements that your funds are clean and have been obtained in a legal capacity.

     

    When do I need to provide my Source of Funds?

    Our Customer Support Team will be in touch with you when we require the documents. All information will be supplied in an email to the address you registered to our site with.

     

    Where can I provide my Source of Funds?

    Navigate to your Profile and click on Verification. From here you can upload your documentation for our friendly staff to review.

    Alternatively, you may send your documentation to our Customer Support Team via email.

     

     

    Bonus Funds

    Bonus funds come in all shapes and sizes. From free bonuses to deposit bonuses to free spins, we have answered some of your frequently asked questions on this topic below.

     

    How do I claim my Welcome Bonuses?

    It’s quite a simple procedure. You can find the Welcome Bonus on your Promotions page. From here, you can activate your bonus by clicking on it and you will be promptly taken to the cashier where you must deposit £20 (or more) to be awarded your bonus funds.

    We also offer 4 other deposit bonuses as part of our Welcome Bonus package. You will find these bonuses available to claim from the Promotions page as well. Please note that the minimum deposit may vary.

    Please do make sure you read the Promotional Terms before claiming any promotional offer at Conquestador.

     

    What about the Free Spins in my Welcome Bonus?

    You can claim your first 20 free spins immediately upon registration by activating them on the Promotions page. In addition, you can claim an additional 20 free spins each day after your registration until you have received the full 200.

    Please note, these free spins can only be claimed once per day in the immediate days after your Welcome Bonus has been claimed. If you miss a day, we’re afraid we cannot reinstate your lost spins.

    As always, please read the Promotional Terms before claiming any promotional offer at Conquestador.

     

    How do I claim my bonus funds?

    Any bonus funds you are entitled to should appear in the Promotions section when you have met the requirements to claim them. For example, when you complete a row of achievements your bonus will be available to claim on the Promotions page.

    Some bonus funds require a deposit to be placed. When activated, you need to make a deposit before your bonus will be awarded.

    Other bonus funds will be awarded automatically as soon as you activate them. These will be labelled “non-deposit” bonuses.

     

    I have made a deposit but did not receive my bonus funds?

    Oh bother! Something has clearly gone wrong here.

    First of all, you should check the terms of the bonus you were trying to claim, making sure that you deposited the correct amount in order to receive your funds. Minimum deposit amounts vary from bonus to bonus and if your deposit is less than this minimum amount you will not be awarded your bonus funds.

    You should also ensure that you clicked “Activate” on the correct bonus displayed on the Promotions page. If you do not correctly activate your bonus it will not be awarded when you make a deposit.

    If you still cannot explain why you did not receive your bonus funds please contact our Support Team at [email protected]. Please make sure you use the same email you used to register to our site with. Most importantly, please do not wager any of your funds before you contact us with your issue.

     

    How do I cancel my bonus funds?

    You may cancel your bonus funds at any time from the Promotions page.

    Simply navigate to the section which reads Bonuses to view your currently active bonuses. From here, simply click "remove this bonus" to cancel each bonus.

    Please note that any cancelled funds cannot be retroactively awarded.

     

     

    Help & Support

    Should you run into any troubles at Conquestador, or if you have any queries you'd like answering before you progress, our noble Customer Support Team is here to help.

     

    How do I contact Customer Support?

    You may contact our team using email or our live chat feature. Please bear in mind that we might experience busy periods, but we will do our very best to respond to you as soon as we can.

     

    Do you have a live chat feature?

    We do indeed! Our live chat feature will connect you to one of our Support Team to help you with any issues you might be facing.

    Simply open the menu and click "Live Chat" to begin chatting.

    Our live chat support is available every day from 9am - 9pm. Outside of these hours the "Live Chat" button will be changed to "Contact Us". From here you can still submit messages to us using the support form and we will do our best to provide you with a swift response via email or phone.

     

    How can I contact you outside of the live chat hours?

    Outside of our live chat hours you can still submit your queries, issues and requests via the Contact Us button (on desktop) or Help button (on mobile, located on the menu) and we will get back to you between 9am and 9pm.

     

    How do I make a complaint?

    You are welcome to submit any complaints to [email protected].

    Following the lodging of a complaint with our Customer Support team, the following steps will be taken:

    1. Our Customer Support team will investigate your complaint and aim to resolve the matter in a manner that is fair and objective;
    2. If, after this process, you do not feel that the matter has been dealt with to your satisfaction, then you may request that the complaint be escalated to a member of our senior management team for a second stage review;
    3. If you do not feel that, after this second stage review, the complaint still has not been brought to a satisfactory conclusion:
      1. if your complaint relates to the outcome of a gambling transaction, you may contact MobInc's Alternative Dispute Resolution (ADR) provider ADR Group, who can be contacted by clicking here. For more information please contact our Customer Support Team; or
      2. if your complaint does not relate to the outcome of a gambling transaction, you may contact your local Citizens' Advice Bureau for further information in relation to your rights or dispute our decision in accordance with Section 10.3 on our Terms and Conditions.
    4. Please note, at all stages of the Complaints Procedure where necessary, we may have to ask you for more information or appropriate evidence for the purposes of dealing with your complaint.

     

    Can I contact you using my email?

    You may contact us via email at [email protected]. Hit us up with your issue and we will do our very best to make sure you are provided with a quick response.

    You can also get in contact with our support team by clicking "Contact Us" from the menu or footer links (outside live chat support hours) and submitting your query.

    We kindly request that you contact us using the email address you registered to our site with.

     

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