Aladdins Gold Casino - Player’s withdrawal is delayed and unprocessed.

Deposited £20 on the 1st deposit promotion,verified my account,completed the bonus wagering requirements,ended up with a balance of £500,requested a withdrawal of £200 the maximum I could withdraw under the terms and conditions,my account says withdrawal being processed,waited a week no withdrawal happened,contacted chat was told to wait 21 days for checks to be made,contacted chat after 21 days was told they have a high volume of withdrawals taking place so have a backlog and I should wait another 7 days,I contacted them again after waiting a further 7 days and explained that I think I’ve been scammed and fear I will never receive the withdrawal,I was told my case would be sent to the financial department for extra attention and they apologised for the delay and assured me I would get it,that was 4days ago and the withdrawal is still in my account as being processed,I feel I could contact them every week and will just keep getting the same sort of reply and they will never process the withdrawal

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Dear David117117,

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 understand the whole situation completely.

• Could you please post a screenshot of your withdrawal history here in this thread?
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to make the deposit?
• When was the last time you attempted to contact the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,I have sent my screenshots of chat conversations via email as I couldn’t manage to upload in reply box ,I used the same method for withdrawal as was used for deposit

Dear David117117

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear David117117,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Aladdins Gold Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Aladdins Gold Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

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 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