Shangri La Casino - Player’s winnings have been confiscated.

ich habe 67 euro eingezahlt mit einen 75 protzent bonus.

nach wagerende konnte ich 1650 euro zur auszahlung bringen.

nach kurzer zeit bekam ich eine mail mit der mitteilung das meine auszahlung von 1650 euro abgebrochen wurde und zurück auf mein spielerkonto gebucht wurde.

dann der schock auf mein spielerkonto waren nur noch 67 euro also die einzahlung die ich zurückerhielt obwohl in der email stand das 1650 euro auf mein spielerkonto zurückgebucht wurden.

ich kontaktierte sofort den live chat um nähere informationen zu bekommen.sie behaupten ich hätte gegen die bonusbedingungen verstossen aber konnten mir keine genaueren angaben machen gegen was genau ich verstossen haben soll.

ich habe während des gesamten bonus 2 slots auf 2-3 euro bet gespielt diese waren auch mit bonus erlaubt und ich kann mir nicht erklären gegen was genau ich verstossen haben soll.

es war nicht meine erste auszahlung und ich bin auch voll verifiziert in diesen casino und ich hatte bisher nie probleme dort mit auszahlungen.

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you have played with? If possible, please, post here the link to the bonus you claimed. I would like to check the bonus T&Cs.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru (or you can post it 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,

Kristina

https://shangrilalive.com/promo/crazy-monday-casino-bonus

Thank you very much fowi30 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi fowi30,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Shangri La Live Casino to the conversation to participate in the resolution of this complaint.

Dear fowi30 and Casino Guru Team,

Based on the internal processes and procedures on fraud prevention and bonus abuse detection, the team reviewed the gameplay patterns of the customer and concluded that they are against the fair play. The checks performed have clearly shown that the player is taking advantage of the offers. We are not able to provide further information to the public as this will be a breach of the internal policies and considered as tipping off.

As per the site's TnC, posted here https://shangrilalive.com/help/casinobonusterms:

16. If there is a suspicion of abuse, we reserve the right to cancel the respective bonus, to retract any costs that may have resulted in conjunction therewith and to close your account indefinitely. In such instances, we further reserve the right to request and obtain satisfactory proof of deposit and additional copies of personal identification prior to processing any withdrawal request, and the processing of such a request shall be entirely at our discretion.

17. ShagriLaLive reserves the right to void any bonuses and/or winnings obtained by fraudulent behavior or abuse of the bonus offer. We also reserve the right to apply a 10% withdrawal fee to cover our own costs (including the cost of the deposits) for withdrawals of funds that have been put to use for such activities.

19. In case of any dispute, the decision by Shagri La management is final."

Kind Regards,

Shangri La Live Casino

Dear Shangri La Live Casino team,

Could you please elaborate on the statement and provide some evidence (my email address is peter.m@casino.guru)? Should GDPR be an issue, we can have the player sign a Power of Attorney.

habe heute folgende email erhalten

1650 euro sind jetzt wieder auf mein spielaccount und ich werde eine auszahlung beantragen.

offenbar kann das casino keine beweise liefern für einen bonusmissbrauch.

aber sie haben versucht mir mein geld nicht auszuzahlen obwohl ich gegen nix verstossen habe alleine dafür sollte es schwarze punkte geben.

Dear Casino Guru Team,

We have reviewed the players account. Our Fraud team regard the gameplay as bonus abuse, We do not reveal our sources or methodology for investigations. However we recognize our terms could have been clearer, so have decided to offer the player the full amount back into his account, which is available for him to withdraw as a gesture to be seen as a brand that is fair and wants to be transparent. 

Kind Regards,

Shangri La Live Casino

ich kann in zukunft keine einzalbonusse mehr bei ihnen nutzen beziehungsweise ist mein account von nun an von bonusangeboten ausgeschlossen?

Dear Shangri La Live Casino,

Thank you for your reply and for reconsidering your decision.

Dear fowi30,

I'm glad to hear that you got your winnings back. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter