The player from Germany had requested a payout of €1,750 on December 2nd, but it had remained in 'processing / under review' after six weeks. Despite having met all requirements and making multiple support inquiries, the casino had not provided a specific reason for the delay. The Complaints Team had contacted the casino multiple times without receiving any response. Due to the casino's lack of cooperation and absence of a valid gambling license, the complaint was closed as unresolved, negatively impacting the casino's Safety Index. The player was informed that the complaint could be reopened if the casino responded.
Aladdins Gold Casino - Player’s withdrawal has been delayed.
Unresolved
Our verdict
No reaction policy
Black points: 328
Amount: €1,750
Aladdins Gold Casino
Safety Index:Very lowCase summary
Discussion
Sensitive attachment
Sensitive attachment
2 months ago
Translation
Title:
Payment of €1,750 has been processed since December 2nd – no explanation given.
Complaint text:
I requested a payout of €1,750 on December 2nd (payout ID 70707).
The bonus wagering requirements have been fully met, my gaming account is verified, and there is no violation of the terms and conditions.
Despite multiple attempts to contact support, the payout remains stuck in "processing / under review" status. The casino has not provided a specific timeframe and refuses to offer a written explanation based on a particular clause in its terms and conditions. Instead, it repeatedly refers to "internal audits" and "confidential procedures."
I explicitly asked the casino to either
to complete the payout or
to provide a specific contractual justification for the delay.
Neither of these conditions has been met so far.
I therefore have the impression that the casino is delaying the payout without a sufficient contractual basis and request Casino Guru's assistance in clarifying this case.
Automatic translation:
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- When was the last time you were in contact with support regarding the delay? Would you be able to share any recent response you received regarding the delay? Share screenshots here or send the information to my email at tomas@casino.guru
Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
TranslationHello Thomas,
I have not yet been able to make a withdrawal from this casino.
Attached are the latest news items from TODAY, 20.01.26 - they are always the same chatbot answers.
It's so frustrating; there hasn't been a single response since I requested a withdrawal. My account is verified. My emails are simply ignored and not answered at all.
When I tried to withdraw my money, I couldn't even select a withdrawal method, only the amount. Apparently, you're supposed to receive a link where you enter your bank details. This was communicated to me by an employee (chatbot), a questionable procedure.
After that, I asked about the status of my payout almost daily in the chat and always received the same answers, exactly the same as today.
I hope they can do something for me, it's truly unbelievable - I've never experienced anything like this in a casino before.
Can they contact the casino?
Best regards:
C.**** 
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Hello Chrino,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Dear Chrino,
Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.
No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.
Kind regards,
Tomas
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1 month ago
Hello Chrino,
I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.
Best regards
Hadi
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1 month ago
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.
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1 month ago
Dear Player,
I have made several attempts to contact the casino in order to obtain their cooperation and clarification regarding your case. Unfortunately, the casino has not responded to any of our messages.
Without the casino’s participation, there is very little that can be achieved from our side. For this reason, I am forced to close this complaint as unresolved, which will negatively impact the casino’s Safety Index on our website.
I understand that this is not a satisfactory outcome, and I genuinely regret that we were unable to reach a resolution in your favor. However, unresolved complaints and the resulting decrease in the Safety Index often help bring attention to problematic practices and may encourage the casino to change its approach in the future.
Please also note that the casino does not hold a valid gambling license. Because of this, there is no recognized regulatory authority that we could recommend you contact for further escalation.
If the casino decides to respond at any point, we will immediately reopen the complaint and notify you by email. Should the casino contact you directly, or if you need any further assistance regarding this case, please feel free to reach out to me at hadi.a@casino.guru.
I am truly sorry that I could not be of more help in resolving this matter.
Best regards,
Hadi
