Hello,

I registered in Shangri-La 2 weeks ago, I had there ~440€ balance almost half of my balance was own deposited money, Today I wanted to log into my account and "User account is blocked"

Support replied "The account has been suspended by the manager's decision and we are not allowed to give out details."

They literally stole my money without any explanations. My account was fully verified.

Hello niennko,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Shangri La Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? What did the casino respond when you asked them regarding the account closure?

Looking forward to your answer.

Regards,

Nick

"Please be informed, that your account has been blocked according to point 13.4 of General Terms and Conditions and it won’t be reopened."

Their 13.4 point of ToS

"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."

I made 1 deposit by my Virtual Skrill Card for 130€ and 1 deposit by USDT for ~80€ so I don't understand how it can be a suspicious transactions.

Hello niennko,

Were those deposit methods you used your own, under your name?

Hi,

Yes, Payment was done by me and in my name, there are proofs

Hello niennko,

And what about the USDT transfer?

Hello niennko,

Is the wallet yours, under your name?

Hello,

Am I really waiting a week for that type of questions?

This wallet is exodus crypto wallet, there isn't any validation with owner name or anything despite it is my wallet on my phone and noone else uses it, nor anyone else before have made deposit/withdrawal from this wallet address to their casino ( it is just impossible )

I used legitime deposit methods that were available in their deposit section. I never got accused of anything like that before.

Thank you niennko for all the information provided so far. I will now forward your complaint to my colleague Kubo ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear niennko,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Shangri La Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Shangri La Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited, and also specify the factors that make the player's transactions suspicious?

Thank you in advance for your response!

Best Regards,

Kubo

Dear niennko/Kubo,

As a licensed and regulated brand shangrila.com takes our responsibilities very seriously to comply with all rules regards our license, AML and data protection policies.

Unfortunately, we are unable to comment on the details of this case. This is a legal and regulatory position that we follow.

We can assure players we have an experienced team and processes that ensure that decisions are fair and follow guidelines and responsibilities both legal and regulatory.

Best regards,

Head of Customer Service

Shangrila.com

Dear niennko,

Unfortunately, since the casino has refused to provide any evidence for this case, I have no alternative but to close this complaint as unresolved. Conducting a thorough investigation is impossible without cooperation from the casino's side.

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 Cura?ao Antillephone N.V. Licensing Authority and submitting a complaint by sending a summary of your issue to [email protected]. 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 http://www.kpvfaw.com/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 [email protected].

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

Best regards,

Kubo