Aladdins Gold Casino - Player's withdrawal is significantly delayed.

Submitted a withdrawal for £2600 on the 21st September 2025 and was told to wait 20 working days for it to be processed. It has now been over 35 working days and I haven’t received my money or any indication of when it will be processed

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Dear Simon55rob,

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

Hello my responses are below

Have you made any successful withdrawals before? No I haven’t

Could you please confirm that you have passed the KYC verification? Yes I successfully passed the KYC verification

Have you accumulated your winnings with or without an active bonus? Without an active bonus

thanks

Dear Simon55rob

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, Karla ([email protected]). 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,

Veronika

Hello Simon55rob,

My name is Karla and I will now be assisting you with your complaint.

Thank you very much for providing all the necessary information so far. I understand how frustrating it must be to wait this long for your withdrawal, especially after successfully completing your verification and following all instructions from the casino.

Please rest assured that I will do everything within my power to help you resolve this matter as fairly and transparently as possible.

However, I would also like to inform you that we currently do not have a direct communication channel with Aladdins Gold Casino. Because of this, I will reach out to the casino via email to invite them to this complaint thread and request an update on the status of your withdrawal.

This process may take a little bit of time, but I will keep monitoring the situation and contact them repeatedly if needed.

Thank you very much for your patience and cooperation. I will update you here as soon as I receive any response from the casino.

Kind regards,

Karla

Thank you for the update. Have you had any positive results from this casino? I’m really worried they won’t pay me what I am owed. Thanks

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.

Has there been any update from the casino?

Thank you for your patience.

Unfortunately, I have tried to contact the casino repeatedly but had no success.

Without any cooperation from their side, I’m afraid there is not much that can be achieved. Therefore, I will mark this complaint as "unresolved" in our system.

I understand that this is not a satisfactory outcome. However, unresolved complaints negatively affect the casino’s rating, which may eventually motivate them to reconsider their approach. If the casino decides to respond at any point in the future, we will reopen the complaint immediately and you will be notified by email.

If you need any advice on possible next steps or alternative ways you might try to resolve the issue, feel free to let me know at any time ([email protected]).

I am very sorry that I could not be of more help on this occasion.

Best regards,

Karla Mayfly