On May 2, 2023, the casino offered a birthday bonus. I took advantage of the offer, replenished my account with 2500 euros and received 100% bonus from the casino. I fulfilled all the conditions for the wager and put 4870 euros on the withdrawal, but the casino representative contacted me and demanded that only my initial deposit be withdrawn. They simply wrote off 2370 euros from the account. Later in the correspondence, the casino representative said that I had fulfilled all the conditions for the bonus, but did not continue to play, and this, in their opinion, was wrong. Later my account in this casino was blocked.

I talked with a casino manager Elena E*******.

And we are talking about the Shangri La VIP casino. They have a slightly different name, but this is the same company.

Dear Vita23,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand the situation completely.

Do I understand correctly that you received a birthday bonus directly from a casino manager? What were the terms and conditions of the birthday bonus? Has the casino representative explained to you why only your initial deposit could be withdrawn?

Could you please state the exact link to the website of the casino you have been playing?

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

Best regards

Veronika

Hello, Veronika!

Yes, I received a bonus directly from the manager via WhatsApp. I received bonuses from her before through WhatsApp. I made a deposit, and she accrued (or asked to accrue a bonus). I have screenshots from whatsapp (in Russian).

The screenshot also shows the conditions - the wager x5 must be done in three days.

The casino manager called me a "business player". She did not give a deciphering of this concept. She admitted that she should not have given me this bonus, since I have been a business player with them for a long time.

Link: https://www.shangrilavip.com/

Thank you for the screenshot. Could you also send me the conversations between you and the manager regarding canceling your bonus and blocking your account, please?

Could you also please tell me if you are in any affiliate contract with the casino?

I did not have any affiliate contract with the casino.

Correspondence with Elena was already in Telegram, since before that I had contacted her boss and she redirected her back to Elena for clarification.

Do you need to translate from Russian?

There is no need for the translation, thank you for the offer. Has the casino informed you why your account has been blocked?

No, they didn't say why. I wasn't interested.

Thank you very much, Vita23, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, Vita23!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

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.

We have decided to hold the complaint open for one more week as it seems like we are establishing the contact with the casino.

Vita23, could you, please, specify on how you have registered in the Shangri La VIP casino?

A few years ago, a manager contacted me via WhatsApp and offered to register. She took my data from the database of land-based casino players from Storm International. Other land-based casino players from this company also received similar offers.

Vita23, unfortunately, I must reject your complaint. The reason for it is that Shangri La VIP casino is a different brand that functions separately from the Shangri La Live. Right now players can register in Shangri La VIP only using code provided to them by landbased casino representatives. Even the fact that they have the same owner does not allow us to demand participation in resolving the complaint from the Shangri La Live Casino. I thank you for your understanding.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Respectfully,

Pavel K

Casino Guru Team