Aladdins Gold Casino - El retiro del jugador se ha retrasado y se ha restringido el acceso a la cuenta.

Hello, I'm filing this complaint because Aladdin's Gold Casino isn't paying out my winnings. I have a pending withdrawal request for €100 since September 26th, and another €200 on my account balance that I can't withdraw.

The situation has worsened because, despite my reminders, the casino has now blocked me from sending messages through their support system, making any direct communication impossible. I had set a payment deadline of December 19, 2025, but it was ignored. I am requesting your intervention to receive the €300 I am owed.

thanks good work

Salve, presento questo reclamo perché Aladdin's Gold Casino non sta pagando una mia vincita. Ho una richiesta di prelievo di 100€ in sospeso dal 26 settembre e altri 200€ sul saldo del conto che non riesco a riscuotere.

La situazione è peggiorata perché, nonostante i miei solleciti, il casinò mi ha ora impedito di inviare messaggi attraverso il loro sistema di assistenza, rendendo impossibile ogni comunicazione diretta. Avevo fissato una scadenza per il pagamento al 19 dicembre 2025, ma è stata ignorata. Chiedo il vostro intervento per ricevere i 300€ che mi spettano."

grazie buon lavoro

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Dear SupernovaC80,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your withdrawal requests and the communication issues with Aladdins Gold Casino.

To understand the situation better, could you please clarify the following points:

• Were your withdrawal requests fully verified by the casino (for example, did they confirm that your KYC documents were approved)?
• Did the casino give you any reason for the delay or blocking your access to their support system?
• Have you played or deposited again after the withdrawal was requested on September 26th, or has your account remained untouched since then?

If you can, please upload any communication or screenshots here in the complaint thread, or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning, I have sent all the necessary screenshots to your email address (including proof of account verification)

I didn't make any bets after the withdrawal request, as I usually wait for my winnings to be cashed in.

before continuing to play

thanks again, good work

Buongiorno , ho inviato tuttı gli screenshot necessari sul suo indirizzo mail (inclusa la prova della verifica dell’account)

non ho effettuato alcuna giocata dopo la richiesta di prelievo, poiché per mia abitudine aspetto sempre l'incasso di una vincita

prima di continuare a giocare

grazie ancora, buon lavoro

Hi SupernovaC80,

Thank you very much for your reply and for sending the screenshots via email.

Before we proceed further, could you please confirm one more important detail:

• Did you play with or without an active bonus before requesting the €100 and €200 withdrawals?

If there was a bonus involved, please let me know which one and whether the wagering requirements were completed.

Thank you in advance for your reply.

Good morning, I have never used bonuses on this platform.

Buongiorno non ho usato mai bonus su questa piattaforma

Hi SupernovaC80,

Before we proceed, I have one last question. We currently have two casinos with very similar names in our database, and I want to make sure we are contacting the correct one.

Could you please confirm which website is the casino you played at?

➡️ https://aladinsgold.com/

or

➡️ https://www.aladdinsgoldcasino.com/

Once I have the correct URL, we can continue with the complaint.

Thank you in advance for your reply.

Good morning, the link is this

https://aladinsgold1.com

Buongiorno il link è questo

https://aladinsgold1.com

Dear SupernovaC80,

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, Lucia (lucia.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.

Hello SupernovaC80,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

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.

Good morning

happy new year ☺️.

I wanted to thank you for your work

We are waiting for a response from the casino

I have faith and I think you can reach an agreement

good work to the whole casino guru team

Buongiorno

buon anno ☺️.

volevo ringraziarvi per il vostro lavoro

Aspettiamo una risposta dal casinò

ho fiducia e penso che riuscite a prendere un accordo

buon lavoro a tutto il team casinò guru

Thank you to the Casino Guru team for your support and efforts over the past two weeks. Unfortunately, the Aladdin Gold platform has decided to completely ignore the complaint, confirming its lack of transparency. Thank you, however, for your professional work.

I hope this report remains public to warn other users.

Kind regards

Grazie al team di Casino Guru per il supporto e per lo sforzo profuso in queste due settimane. Purtroppo la piattaforma Aladdin Gold ha deciso di ignorare completamente il reclamo, confermando la propria mancanza di trasparenza. Vi ringrazio comunque per il vostro lavoro professionale

spero che questa segnalazione rimanga pubblica per avvisare gli altri utenti.

Un cordiale saluto

Dear SupernovaC80, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.