Shangri La Casino - Player’s account has been closed without explanation.

Hello Guru experts,

I was in the process of verifying my account and provided the required documents, including my ID, a utility bill, and a selfie with my ID. Subsequently, the casino requested additional proof of address. After I submitted a second utility bill as requested, they unexpectedly closed my account.

The casino communicates exclusively via email but has not provided any specific reasons for the account closure. Below is their most recent response:

"Dear Customer,

Your account is closed for further investigation.

As soon as we have the results, you will be notified.

We are unable to provide an approximate timeframe."

I have been playing slots, used the casino’s first deposit bonus, and completed all wagering requirements.

I would greatly appreciate your assistance in resolving this issue.

Dear allaskaya1968,

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 clarify your situation.

Could you please specify if any of your identity documents were successfully verified during KYC?

Has the first utility bill you sent to the casino been approved or rejected during verification?

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation at veronika.f@casino.guru.

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

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, and thank you for your reply.

I have forwarded my correspondence to your email. Regarding the verification process, I did not receive any confirmation about whether the documents were approved or not. Instead, they simply requested additional documents for address verification without specifying the reason.

Thank you for your email. Did you send an alternative proof of address to the casino as requested in their message from November 25?

Yes, and after this my account was closed for investigation without timeframe.

Thank you very much, allaskaya1968, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear allaskaya1968,

I apologize for the delayed response. My name is Kubo, and I will be taking care of your complaint from now on. If there have been any new updates or developments since the last information provided, please feel free to let me know.

I would also like to invite the Shangri La Casino representatives to join this discussion and provide any information that could help resolve the issue.

Dear Shangri La Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the closure of the player's account? A detailed response would be greatly appreciated to assist in resolving this matter.

Thank you in advance for your cooperation, and I look forward to your reply.

Best Regards,

Kubo

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 allaskaya1968,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. 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 Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. 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 at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo