Shangri La Casino - Hráč byl požádán, aby dokončil požadavky na sázení.

I deposited 863.25 EUR on shangrilalive.com after signing up, and right after that, I asked them to cancel my account and undo the transaction, coz I just don't wanna bet, and changed my mind. But after contacting them, they wanted me to wager before withdrawing, and they can't just undo the transaction and cancel my account. After wagering 86 EUR, I requested for withdrawal, and now they're saying I need to wager the whole 863.25 EUR before placing the withdrawal and not giving me money back. I just don't want to risk my whole capital for nothing. Please help.

Dear Mohak,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Unfortunately, some casinos require players to wager the real money deposit. This is one of the standard AML (anti-money laundering) rules. Not all casinos have such rules, but it isn't anything unfair. I have also checked the casino’s withdrawal rules in T&Cs (https://shangrilalive.com/help/terms#withdrawals) and I found this:

„9.9 If your deposit has not been wagered once before requesting a withdrawal, we reserve the right to cancel the request until the deposit amount has been wagered at least 1 (one) time."

I suggest you fulfilling the requirements, otherwise, you won’t be able to request the withdrawal.

Looking forward to hearing from you.

Best regards,

Kristina

Dear Mohak,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.