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FAQ


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.

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.

How long will my withdrawal take?

We have a dedicated Payment Methods - Withdrawals section which can be accessed via the Help menu.

What payment methods do you accept?

We have a dedicated Payment Methods - Deposits section which can be accessed via the Help menu.

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 withdrawal. When logged in, you can check any remaining rollover requirement at My Account > Bonuses.

How do I contact Customer Support?

We have a dedicated Contact Us section which can be accessed via the Help menu.