Shangri La Casino - Player's account has been closed without reason.

Hello,

Shangri-La casino scammed me for 650EUR, my account was verified and I made 2 deposits of 134EUR and 150EUR by card. I played blackjack and sports bets, no bonus was used, just my real money. One day I wanted to play again and while trying to log in I noticed "User account is blocked" They just blocked my account without reason, I did not even requested withdrawal yet

During checks our payments and fraud team found activities and information which do not comply with the website Terms and Conditions. Based on these findings our team decided to close the account.

We do not have practice of sharing results of internal checks.

Your account has been blocked according to point 13.4 of General Terms and Conditions."

Their 13.4 point

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.

This is pure scam I made only 2 deposits by card and 0 withdrawal and they randomly close my account due suspicious transactions….

Dear auchanyuil,

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.

• When did you create your account?
• Have you made any successful withdrawals before?
• Was this the only reason the casino provided for blocking your account?
• Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

I created account in June 1st or 2nd, I attach successful KYC verification proof

I even never requested a withdrawal.. My account got blocked on random day without any reason, my last activity was just playing, no withdrawals attempts.

This was the only one reason provided for my account closure.

I sent you a mail with last conversation.

Dear auchanyuil, thank you for the information provided. Please allow me to ask you a few more questions.

• Did you deposit using a payment method in your name?
• Did you provide the casino with a bank statement?

Hello Dominika,

1. I used for deposit Skrill Card, Skrill account is under my name.
2. Casino never asked for a such statement or any payment verification, just closed account.

Thank you very much, auchanyuil, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you auchanyuil 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 blocked and what can we do to help resolve this issue.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter