Aladdin's Gold Casino - Player's winnings confiscated with no solid reason.

Made deposits and played this through. I got a free $20 chip and played it to 3200.. it took me to my max withdraw 220. I had a phone call and VERIFIED ALL WINNINGS ON THE PHONE. It took about 30 minuets and was weird and the first time I’ve ever done that. I imitated the withdraw and got an email the next morning saying we cannot certify your win all balance is voided. I have tried to get answers and no one can answer. That win is just gone. I believe this place is a SCAM! 0/10 do not spend your money here.

Hello zebuelalexander,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Aladdin's Gold Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about? Did they explain why was the verification process unsuccessful?

Looking forward to your answer.

Regards,

Nick

Hey Nick, the verification was for the winnings in general.. my profile is already fully verified. This all happened Thursday (5/9) and I have not been able to reach them through email. So I went on the online chat and got connected, explained my situation and was told he’s going to check my account and to hold on. After waiting 25 minuets (extremely long for a live chat) I was told he wouldn’t be able to speak with me and that I’d need to contact them over email. I explained I have been trying and unsuccessfully for a couple days now the chat was disconnected and I was unable to use that feature anymore.

Thank you zebuelalexander for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you zebuelalexander for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Aladdin's Gold Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hi Peter and Nick,

The player broke the following term:

The maximum bet rule allowed to be placed during the playthrough of any promotion bonuses (including cash back offers) is $10. Betting above $10 during an active playthrough will result in any winnings being voided.

This information was shared with the player prior to the complaint.

Regards,

The Aladdins Gold Team

Thank you for the update Aladdin's Gold Casino representative. Would it be possible to provide me with the betting history of the player where this violation of the rules would be visible? You can forward any information to my email (peter.c@casino.guru). Thank you in advance for your cooperation!

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.

Dear zebuelalexander, I will be forced to close this complaint as 'unresolved' as I have not received the requested information. I understand this isn't a satisfactory solution to your issue, however, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.  I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Aladdin's Gold Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi Peter,

These are the details when the player broke our term:

Thank you for the update Aladdin's Gold Casino representative.

Dear zebuelalexander, as the casino has provided us with evidence of the violation of the max bet rules we are unable to assist further in this case. Subsequently, your complaint will be rejected. 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.

Kind regards,

Peter