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

Hi Veronica, thank you for your message.

I have forwarded you over the full chain where you will find 2 emails on 24th of February asking for my account closure as well as their agreement of a refund on the 30th of march.

I did pass their full KYC on their site - however my account since has been shut. I have never made a withdrawal with them.

The last email I have received from them was 14th of April despite multiple follow ups.

thank you

Thank you for your email. Unfortunately, we will not be able to proceed with your complaint.

Please understand that online casinos typically consider chargebacks to be a form of fraud, as they involve reversing a payment that was previously authorized and used. This may also lead to issues with other online casinos in the future, as some operators share information about players. If a chargeback is associated with your account, you may be considered a higher-risk player.

Please also note that chargeback threats are against our policy; therefore, we must reject your complaint. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Thank you for your understanding.

Best regards

Veronika