Shangri La Casino - Player’s account has been closed and winnings confiscated.

Hi Casino Guru

I would like to made a complain about this casino because they scammed me for 500EUR

I had verified account there and made single deposit of 215EUR on the 08.06.24, My last balance was almost 500EUR, When I requested withdrawal they asked me for card photos which I provided them, however account got closed already when they requested this photos.

The reason of account closure was this point of their terms

"13.4. In the event of any suspicious transaction/s, the company reserves the right to suspend or block a players’ account and withhold funds as may be required by law. Or the competent Authority."

I only made 1 deposit to this casino and It was done by card under my name so how it can be suspicious transaction??

I would like to mention how this casino handle personal data because when they sent me an email with request of card photos, they sent someone else card details as attachment, luckily he covered some numbers of his card. This is casino can't be trusted if they don't even protect data of their customers...

Dear cassandr0,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that the casino blocked your account before you sent the photo of your card?

Could you please confirm if you passed the full KYC verification?

Have you ever sent your bank statement or any other proof of payment except for the pictures of your card to the casino?

What types of games did you play?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika

Do I understand correctly that the casino blocked your account before you sent the photo of your card?

Yes, account was already blocked in same moment when they asked for card proof.

Could you please confirm if you passed the full KYC verification?

Yes, my account was already verified as I told, screenshots did not upload somehow

Have you ever sent your bank statement or any other proof of payment except for the pictures of your card to the casino?

Only photo of from my wallet with card details was sent, they did not ask for that, once I sent account was already blocked, they did not even ask me later for more proof of payments.

What types of games did you play?

Sportsbets, Casino roulette

I attach screens again, hope they will upload correctly, You can see on 1 screen they sent to me someone else's card details...

Thank you very much, cassandr0, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you cassandr0 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Shangri La Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help the player receive their winnings.

Thank you!

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 cassandr0,

As a licensed and regulated brand, Shangrila.com takes our legal and regulatory responsibilities very seriously, particularly regarding compliance with AML and data protection policies.

Due to these strict legal and regulatory obligations, we are unable to publicly comment on the specific details of this case. Our commitment to these responsibilities ensures that all decisions are made fairly, transparently, and in full alignment with the necessary legal frameworks.

Best regards,

Head of Customer Service

Shangrila.com

Thank you for the update Shangri La Casino representative.

Dear cassandr0, unfortunately, since the casino is unable to provide any evidence for this case, I have no alternative but to close this complaint as unresolved.  I’m afraid there is not much that can be achieved without cooperation from the casino's side. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Antillephone N.V. Licensing Authority and submitting a complaint by sending a summary of your issue to complaints@gaminglicences.com. The Gaming Authority has more options and tools to assist players. You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators. Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me. (peter.c@casino.guru) I am sorry I could not be of more help on this occasion.

Best regards,

Peter