Aladdin's Gold Casino - Player faces restricted cashout after misleading information.

When I initially signed up, I was given a $15 no deposit bonus & told the max cashout is $150 & minimum deposit for verification is $10 if I'm using crypto. I talked to customer service again yesterday & confirmed the same. Well I go to cashout after winning, I'm told I have to deposit 35 for crypto & my max cashout was 75!!! She said she's a shift supervisor & I was misinformed. How are they okay with leading people on to believe something then change the story when it comes time to pay out? I'll never deal with this casino again. Bad bad business.

Dear IamTheLight219,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please send me the link or email with the free bonus you activated and played with? My email address is veronika.l@casino.guru.

Have you made any deposits to this casino yet?

Were your winnings capped at $75 after you finished wagering your bonus?

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

I was told twice before I started playing that my Max cash out was $150 but when I first signed up, I got someone on chat because the bonus code wasn't working that I was going to use and it was a $200 Max cash out with a 50x wager. It wouldn't redeem so someone in chat gave me a manual bonus & she said it was a $150 max cashout. Also I was told that there is a $10 minimum verification if I'm using crypto deposit to claim winnings.

So yes it was capped out at $75 according to One agent as opposed to two other ones that I spoke to they gave me different information.

Could you please forward me all your communications with the live chat agents you had, not just that one screenshot with the bonus terms? Thank you in advance.

Can you see any information regarding this bonus in your bonus history? Please send me the screenshot of your casino profile.

I've looked everywhere & nothing shows anywhere except for my balance.

I completed verification & that's not even showing up. It's still asking me to verify.

Thank you very much, IamTheLight219, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 IamTheLight219,

I'm Michal, and I have taken over your complaint. It appears that an error occurred on the part of the live chat agent. While they indicated varying maximum cash amounts, the actual term presented and provided was the maximum cash out 5x the bonus amount, which corresponds to the $75 you have received

I will contact the casino to shed more light on this matter.

We would like to invite Aladdin's Gold Casino to join the conversation.

Dear Aladdin's Gold Casino,

Can you please confirm the maximum cash-out amount associated with the bonus that the player has received and subsequently wagered?

Hi Michal and IamTheLight219,

Thank you for raising this query.

So to bring this all up to speed. The player signed up but unfortunately was not elegible for the code they tried, so our Customer Support provided them with a free bonus of $15. At the point of receiving the code they were provided with the full terms, clearly displayed in the chat at the time.

2 days later the player returned to support and queried the terms again, having already been provided with them and having accepted the coupon with the terms provided. The Agent made a miscalculation when working out the total, but still provided all the correct terms which displayed the 5x max cash out.

So the max cash out was correctly displayed at 5x all the way through and most importantly at the point the player accepted and claimed the coupon.

Just to add, there was never any mention of a $10 minimum deposit by any of the Support Team.

I attach a screenshot of the chat (this contains sensitive information) when the player was first provided with the coupon and the terms at the point of accepting the bonus. 

Thanks, The Aladdins Gold Team

Thank you for all the provided information and evidence, Aladdins Gold Team.

Dear IamTheLight219,

Upon examination of the details and evidence submitted by the Aladdins Gold Team, it has been confirmed that you have received the winnings to which you were entitled. I trust that this information is clear and helps to clarify the situation for you as well. Can I consider your complaint addressed/resolved?

I am confused now. I have not received any winnings at all.

Hello IamTheLight219,

I apologize if my previous message was not fully clear. The $75 is indeed the correct amount you were supposed to receive, as the bonus winnings were capped at 5x, totaling $75. Do you currently have the $75 in your casino account, or have you used it for additional play?

Dear IamTheLight219,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear IamTheLight219,

Although it seems as though the issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru