Hello, I have seen a complaint from a player who had issues with welcome bonus from this casino but now it seems to be deleted. This is first time I see deleted complaint. Could you please explain?
I have bonus offer from this casino so would be interesting to know the outcome. Why complaint disappeared?
Hello.
I'm sorry, didn't find any.
Can you paste some clues?
Well, I was checking the complaint from time to time, it was about 10 messages in the thread. Submitted on about 08.08.2023, message dated 29.08.2023 - "Casino.Guru: 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.". The last message was in a week after said that timer extended yet once again and Guru established contact with the casino. That's it. After that suddenly I can't see it anymore.
Ok, I'll give it another try.
Just not today, please...
I must admit I'm quite tired, and I'd like to think straight on this task. I'll get back to you, though. I'm making myself a note.
All, right! I made it to contact complaint originator on one of the Russian gabling forums. Here is the last responce from a guru's employee who managed the case:
"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"
Here is the obvious mistake. Both web-sites vip and live have Antillephone license validator logo - both validator links direct to exactly the same page. So shangrilavip and shangrilalive are exactly the same company InterStorm (Curacao) N.V. working exactly under the same sub-license and both sites listed under same sub-license registered web sites list. See attach:
So what do you mean by 'different brand'? Different brands shall have different license validator links, and different sub-license number (yet the owner can be the same). This is called MIRROR sites, not different brands. Why didn't you mark complaint as 'rejected' instead of fully delete from the site? Please clarify!
Hello. Since I do not know about this complaint, I can't say for sure.
But I guess it is the case when the player plays in the VIP room. Such rooms are not casinos and may be shared by many brands. As stated, you do not need to register there instead you get an access code. Thus, there are no strictly explained rules you need to comply with when you create an account; everything is handled privately inside the room. Thus, we usually can't help with such cases.
This is why I always say I would never play in VIP rooms, or at least I would record everything.
Needless to say, I believe the reason for deleting the complaint was explained - thank you for finding it for me.
I see that as perfectly reasonable:
"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 Shangri-La Live Casino. I thank you for your understanding."
The complaint was assigned to an improper casino; it is a VIP room for a land-based casino.
We can't address such claims, I'm sorry.
hi
i been cheated in the sportsbook of this site, i mean They just make up rules and policies on the fly to settle bets as lost...and this is not the first time it has happened to me...on-site referred here
and because Casino Guru doesn't back players in sportsbook disputes....it can be viewed as a license to cheat for those casinos inclined to do it ? no
Hi. Sorry we don't have any brunch dealing with sports, really, and therefore we are not able to provide any help when it comes to this kind of issues. If you feel, that you need help to get your issue solved, I can suggest three websites to you:
https://www.bookmakers.bet/submit-a-complaint/
https://www.top100bookmakers.com/contact-us/
https://www.sportsbookreview.com/sportsbook-complaint/
Hope you will be able to find some help there.🤞
it wasn't a big bet..it was all about the principle...i won't press the issue further
thank you for your help 🙂
I understand, but if you would like to change your mind, you can at least try it on the pages that Romi shared. At least you would be convinced if it was about the principle. But anyway, I wish it doesn't happen again and good luck. 🙂
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