Aladdins Gold Casino - Pelaajan kotiutus on viivästynyt.

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I would like to submit a complaint regarding Aladin's Gold Casino.

I requested a withdrawal of £1400 on January 28 and the withdrawal is still showing as "In Progress" after more than five weeks.

My account verification has already been completed and all required documents were provided.

I have contacted the casino support team multiple times, spoken with live chat agents, and communicated with a VIP manager named Emma. I was told several times that the case was escalated to the finance department, but I have not received any clear update or timeframe.

Recently the casino stopped responding to my emails entirely.

Because of this unreasonable delay I am requesting assistance in resolving this matter and ensuring that my withdrawal is processed.

I can provide screenshots showing the withdrawal status and my communication with the casino

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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 in the past?
• Did you accumulate your winnings with or without an active bonus?
• What types of games did you play?
• Which payment method did you select for the withdrawal of your winnings? Did you use the same payment method for your deposits as well?

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

Hello Veronika,

Thank you for your response and for looking into my complaint.

1. I have not made any successful withdrawals from this casino before.

2. My winnings were accumulated without using any active bonus. I was playing with my own deposited funds.

3. I mainly played slot games.

4. I selected Revolut (bank transfer) as my withdrawal method for the amount of £1400. I used the same payment method for my deposits as well.

My account is fully verified (KYC completed – ID and face verification). The withdrawal request has been in "In Progress" status since January 28, which is now more than 6 weeks.

I have contacted both support and my VIP manager Emma multiple times, but the responses are always the same and the withdrawal is still not processed.

I would really appreciate your help in resolving this situation.

Kind regards, 

Gediminas

Dear Gedasvi,

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, Lala (jean.s@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,

Veronika

Dear Gedasvi,

It’s a pleasure to e-meet you. My name is Lala, 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.

As part of our standard procedure, I would normally invite a representative from Aladdins Gold Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

Additionally, I want to be transparent that Aladdins Gold Casino currently holds a low safety rating and has a poor track record in addressing player complaints. While this means the likelihood of a favorable response may be limited, I will reach out to their official support team through available channels to request assistance with your issue.

Thank you for your understanding and patience throughout this process.

Best regards,

Lala

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 Gedasvi,

I have not heard back from Aladdins Gold Casino. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

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

Best Regards,

Lala