Shambala Casino - Self-excluded player could gamble and deposit.

uten Tag,

heute kontaktiere ich Sie um mich über das Casino zu beschweren. Ich hatte im Jahr 2020 eine Bestätigung erhalten, dass ich in Casinos der gesamten Gruppe für immer gesperrt bleibe aufgrund von Spielsucht. (Siehe Anhang). Ebenfalls habe ich bei weiteren Casinos der Gruppe um eine lebenslange Sperre in allen Casinos der Marke Dama N.V. aufgrund von Spielsucht gebeten. Diese Screenshots würden ebenfalls zur Verfugung stellen.

Mein heutiger Claim richtet sich gegen das Shambala Casino. Ich habe dieses bereits mit dem Sachverhalt kontaktiert. Eine Rückerstattung lehnten Sie ab. Obwohl mir eine lebenslange Sperre in der gesamten Gruppe Garantiert wurde (Siehe Screenshot).

Die erste Einzahlung fand am 20.09.2021 statt. Der Account wurde am 2021 erstellt.

Es wurden exakt die Selben Daten wie in den anderen Casinos verwendet.

Eine Rückerstattung hat das Casino abgelehnt.

Bitte helfen Sie mir.

Dear Jonasgamble,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Shambala Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please send the response from the Shambala casino regarding the issue? Post a screenshot here or send me the information to my email at tomas@casino.guru
• Could you please advise if your Shambala casino was blocked and when?

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

Best regards,

Tomas

Hallo,

wann der Account genau geblockt wurde kann ich leider nicht sagen. Aber wahrscheinlich spätestens erst ab dem 12.08.2022, da ich hier den Newsletter noch erhalten habe.

Die angeforderten Informationen habe ich weitergeleitet.

Freundliche Grüße

Thank you very much, Jonasgamble, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Jonasgamble,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

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 Jonas,

I attempted to reach out again using the additional contact information. I am extending the timer once more, and if there is still no response, the case will be closed.

1. The only contact that was made by this user in our system was in chat. He was informed, that he either had to contact our compliance team via e-mail, or contact our VIP manager, which was ignored and never done. E-mails that had to be contacted were provided to user, but yet again ignored.
2. The user never gave us any evidence that he had requested the ban, nor screenshots, nor the correspondence from DAMA N.V group.
3. According to the abovementioned lack of any evidence and casino T&C paragraph that was accepted by the user when registering an account, which indicated that a refund can only be done within 30 days after the deposit was made and in case the user made a request with the necessary proof — our team denied a refund.

If he has any proof, he can contact our VIP manager via e-mail, provide us with all the necessary proofs, and fully verify his account and identity, so we can check it with the regulator and initiate a refund procedure.

Hello,

to the points shamabala did provide:

1. This istn true. There have been several E-Mails send and trys to contact shamabala. Also the vip Manager. I did send a screenshot of that to proof to the email from thomas.

2. Screenshots where provided in the email to the vip manager also. Also visible on the proof I did send.

3. I think the 30 days dont matter in such a responsible gaming case.

Best regards

The user has contacted our VIP manager and received instructions on what he should do to start the refund process.

Dear Jonasgamble,

please, could you confirm?

Ja, das stimmt. Jedoch wurde ein Bild von dem NEOSURF Voucher Code meiner Einzahlung angefordert. Dies kann man nach der ganzen Zeit natürlich nicht nachweisen und erachte ich als unfair und als Taktik der Seite Gelder nicht zurückzuzahlen. Hier muss eine alternative Methode gefunden werden.

Correct us if we're wrong — you opened a complaint after more than 2 years referring to the violation of the rules, but when the rules applied to you you consider that unfair and some tactic?

We made a step toward, despite the fact, that the refund can only be made during the first 30 days, and offered you a solution.

The verification process is a mandatory procedure, as well as the verification of the payment method and every user goes through that without any exception.

Dear Jonasgamble,

I am very sorry about the situation, but I can only confirm that your account needs to be verified. Is there a way for you to verify your payment method? Have you ever used a different payment method for the deposit other than the Neosurf voucher code?

Hallo, neine auf dieser Seite leider nicht. Ebenfalls habe ich bei Neosurf angefragt. Diese können mir jedoch auch nichts zur Verfügung stellen.

Dear Shambala Casino team,

thank you very much for your cooperation. I understand that this is an older case, but could you tell us why this block was not working in the first place and why the player was allowed to register? Could you explain how this process works nowadays?

Dear Jonasgamble,

I appreciate your patience during the resolution. Meanwhile, could you please explain why you have chosen to open this case at this time? Have you attempted to resolve this matter with the authorities or other dispute resolution organizations in the past?

Hello Casinoguru,

That information is for internal use only and we're not allowed to disclose it.

The requirement remains, the user has to upload the necessary documents for account verification and only after that, we'll be able to process this request.

Hi Jonasgamble,

Could you please explain why you have chosen to open this case at this time? Have you attempted to resolve this matter with the authorities or other dispute resolution organizations in the past?

Guten Tag,

das liegt daran, dass ich mein Spielverhalten nun unter Kontrolle habe.

Nein. Das habe ich nicht.

Dear Jonasgamble,

I am very sorry about the situation, but we are unable to assist you with your case. Due to the significant time that has passed since the incident you described, which is over one year ago, we are unable to investigate further. Our policy prohibits us from pursuing cases classified as "cold cases" as gathering evidence and reconstructing a timeline becomes highly challenging, if not impossible.

An alternative option is to file an official complaint with the licensing authority of the casino, although they may have similar policy. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru