Aladdins Gold Casino - Player seeks funds after casino's delayed refund.

I am submitting this complaint regarding Aladin’s Gold Casino (https://aladinsgold1.com/home) and their handling of a refund that was confirmed as processed but has not been received.

Timeline of events:

- On 24 February 2026, I requested that my account be permanently closed.

- Despite this request, my account remained open, and I was able to continue depositing funds.

- Between 26–28 February 2026, I deposited approximately £4,000.

- I later raised this issue with the casino, as these deposits occurred after my closure request.

- On 30 March 2026, I received written confirmation from my VIP manager (Emma) stating that a £2,000 refund had been processed.

- Since that date, I have:

 - Not received the funds

 - Not been provided with any transaction reference (ARN)

 - Not been given proof that the refund was actually issued

- I have sent multiple follow-up emails requesting:

 - the exact processing date 

 - the payment method used 

 - the ARN (Acquirer Reference Number) 

- These requests have either been ignored or met with generic responses stating that refunds can take "up to 21 days", without providing any actual proof of payment.

- As of 21 April 2026, more than 21 calendar days have passed since I was told the refund had been processed, and I have still not received the funds.

Additional concerns:

- The casino has continued to send promotional emails encouraging further deposits, despite my account being closed.

- Their website advertises withdrawal times of 24–48 hours, yet this refund has been outstanding for over three weeks with no verifiable proof.

- Based on my research, there appear to be multiple similar complaints online regarding delayed or unpaid withdrawals.

Summary:

- Refund of £2,000 confirmed as processed → NOT received 

- No ARN or transaction proof provided 

- Closure request not actioned → allowed further deposits 

- Ongoing delays and lack of transparency 

I have been patient and have attempted to resolve this directly with the casino in good faith. However, due to the lack of progress and communication, I am now seeking assistance in resolving this matter.

I would appreciate your help in obtaining:

- confirmation that the refund has actually been processed 

- the transaction reference (ARN) 

- and ultimately, the return of my £2,000 

Thank you for your assistance.

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Hello,

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

• Have you made any successful withdrawals from this casino before?
• Could you please forward me the account closure request that you sent to the casino on 24 February? My email address is veronika.f@casino.guru.
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• When was the last time the casino communicated with you regarding your refund?

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