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FAQ


I have forgotten my username/password - what do I do?

How do I verify my account?

Where do I find the Sports Rules?

How long will my withdrawal take?

What payment methods do you accept?

What is the wagering/rollover requirement for bonuses?

How do I contact Customer Support?

 

I have forgotten my username/password - what do I do?

Entering an incorrect password or username results in the error message: 'The login failed. Please check your username and password'. As passwords are case sensitive, check to ensure your Caps Lock is off.

If you continue to experience a problem, use the Forgot Password? option, follow the instructions and you will receive an email at your email address registered with your Shangri La Online Casino and Sports account, containing a link prompting you to change your password.

How do I verify my account?

In certain circumstances we may contact you to require verification of personal details, address and/or source of payment. These checks are performed in order for us to comply with our license requirements.

You can simply verify your account by submitting your details verification documents at support@playshangrila.com.

A)              Identity & Age Verification:

1.              Valid passport.

2.              Driving license with photograph.

3.              National identity card with photograph.

B)              Residential Address Verification

1.              Bank statement, or credit/debit card statement.

2.              Utility bill.

C)              Source of Funds Verification (if applicable):

1.              Bank statement or credit/debit card statement from an account used to fund the player’s account.

2.              Front and back of a credit/debit card used to fund the player’s account.

Bank transfer

Bank statement or credit/debit card statement from the account used to fund the player’s account.

e-Wallet

Screenshot of your e-wallet account profile page, from the account used to fund the player’s account.

Where do I find the Sports Rules?

We have a dedicated Sports Rules section which can be accessed via the Help menu, alternatively this information can be found here.

How long will my withdrawal take?

We have a dedicated Payment Methods - Withdrawals section which can be accessed via the Help menu, alternatively this information can be found here.

What payment methods do you accept?

We have a dedicated Payment Methods - Deposits section which can be accessed via the Help menu, alternatively this information can be found here.

What is the wagering/rollover requirement for bonuses?

Sports and casino bonuses are offered with a wagering/rollover requirement, that is the amount you need to wager/bet in order to make the bonus funds available for withdraw. When logged in, you can check any remaining rollover requirement at My Account > Active Bonuses > Sports for sports bonuses and at My Account - Active Bonuses - Casino for casino bonuses.

How do I contact Customer Support?

We have a dedicated Contact Us section which can be accessed via the Help menu, alternatively this information can be found here.