The player from India deposited 20,000₹ and attempted to withdraw the funds after wagering. However, Shangri La Live casino requested KYC documents, declined the player's bank statement and electricity bill, and then blocked the player's account without providing a reason. Player’s complaint has been resolved successfully.
Shangri La Casino - Player’s account blocked, KYC issues.
Amount: 20,000 INR
Shangri La Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Dear CasinoGuru Team
I deposited 20000₹ from Astropay card on 24/06/2023 and waggered the balance after that I placed withdrawal today in Astropay.Shangri La casino asked KYC from me,I submitted all my Documents to them but they told Bank statement is not accepted as Address proof,After that I sent them Electricity Bill Payment statement but in last the Blocked my account without giving me the withdrawal and also not told that what I have done wrong.This casino is doing fraud with multiple players,They blocked many accounts of my friends like they blocked my account.Also they didn't explained the issue.
I request you to kindly resolve my issue at the earliest and decrease the Casino's reputation.They are Blocking account after gathering all Real Documents.Kindly help me
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1 year ago
Dear sona9517,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully in the past? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Dear Casinoguru Team
There is a good news that after I complaint here and sent them screenshot by explaining that I have complaint they sent me an Email Asking my Astropay Deposit Proof.I already given them the proof of Deposit (Astropay) but I sent them the Astropay Deposit Proof again.Now waiting for their next response.Thanks a lot as due to your effort Shangri La has given me another chance to reopen my account.I am waiting for the good news.
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1 year ago
Great news. Please eep me informed, sona9517, about any further developments. Thank you in advance.
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1 year ago
Finally Shangri-La has sent my withdrawal and I received my amount Successfully in my Bank Account.Thanks a lot for your effort.
Close this complaint as my Complaint has been resolved successfully.
Thanks
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, sona9517, for your cooperation and confirmation, and please don’t 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.
Best regards,
Petronela
Casino.Guru
