Aladdins Gold Casino - Игрок заявляет о задержке выплат.

I am filing this formal complaint against Aladdin’s Gold Casino (specifically playing via the mirror site aladinsgold2.com) regarding the non-payment of a £900 withdrawal (ID: 141586) and a severe breach of Responsible Gambling and Self-Exclusion protocols.

1. Stalling Tactics and Financial Coercion:

I have been subject to "Reversed Withdrawal Abuse." The casino held an original withdrawal of £500 for over 21 working days. During this delay, my VIP Manager, Emma (communicating via [email protected]), pressured me into depositing over £200 between Feb 3rd and Feb 6th, explicitly promising that these new deposits would grant me "Priority Processing" for that original £500 withdrawal. No priority was ever granted; instead, the withdrawal continued to be stalled, leading to my current £900 balance which the casino is now refusing to pay.

2. Breach of Self-Exclusion & Disclosure of Addiction:

On December 30th, I explicitly requested a permanent account closure via email due to gambling addiction, stating: "the temptation is too much please block me from the site." Despite this clear disclosure of vulnerability, the casino failed to lock my account and continued to accept dozens of deposits throughout January and February totaling approximately £325.

3. Predatory Targeting of Vulnerable Player:

While my withdrawals were sitting in "Failed" status in February, the casino actively targeted me with "VIPCASH Manual Bonuses" on Feb 6th (£35) and Feb 9th (£35). Offering financial incentives to a player who has disclosed a gambling problem and requested a block is a predatory breach of industry safety standards.

4. Data Manipulation:

On the morning of Feb 11, the casino temporarily removed my transaction history from my dashboard, only restoring it after I issued a formal notice of dispute. This appears to be a deliberate attempt to hide evidence of the bonuses and failed withdrawals.

5. Administrative Negligence:

At account opening, I notified my manager, Emma, that my email was incorrectly registered as ".cm" instead of ".com." This was never corrected, showing a total lack of attention to account security.

Desired Resolution:

I am seeking the immediate payment of my £900 winnings. Furthermore, as the casino failed to honor my self-exclusion request of Dec 30th, I request a full refund of the £325 in deposits made after that date.

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Dear IzzyH83,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Casino Guru Team,

Thank you for your response. However, I must clarify that this is not a standard "delayed payment" case. My situation has already exceeded your 14-day recommendation and involves a serious regulatory breach:

1. Timeline: My original withdrawal request (for £500) was made over 21 working days ago. This is well beyond the 14-day waiting period you suggested.

2. Self-Exclusion Breach: The core of my complaint is that the casino failed to honor a permanent self-exclusion request made on December 30th due to gambling addiction. Instead of closing my account, they continued to accept deposits totaling £325 throughout January and February.

3. Predatory Incentives: The casino has actively targeted me with "Manual VIP Bonuses" as recently as Feb 9th while my withdrawals were sitting in "Failed" status.

Because I am a vulnerable player who explicitly requested a block nearly 6 weeks ago, this case requires urgent intervention. I am seeking both my £900 winnings and a refund of the £325 in deposits made after my self-exclusion request.

I have already uploaded the Dec 30th email and the transaction history showing the predatory bonuses. Please escalate this case as a Responsible Gambling violation.

Best regards,

I have received 5 notifications of refunds for deposits i have made. I just want to make it absolutely clear i won’t be closing this complaint until i have received the £900 and the remaining refund.

i have however now been blocked from their site. But i have screenshots of all transactions.

The casino has now officially blocked my email address from their server. I am receiving 'Delivery Incomplete' errors when trying to contact support, immediately following my account being locked. This is clear evidence of the casino acting in bad faith to avoid a legitimate Responsible Gambling and payment dispute.

another screen shot proving my email has been blocked. I am also getting no response from Emma.

I have emailed the owners of the game i was playing at pragmatic play. To advise my winnings are being withheld.

Dear IzzyH83,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello

since filling this complaint i have had a refund of €300. I have not received my winnings. I have started the charge back process in which i got a reply stating if i cancelled the charge back they could review my withdrawal. I have replied stating i would not do this until i had the payment. Since my withdrawal request in January i have not received any winnings and can no longer access my account.

Dear IzzyH83, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Karla

Hi

I have received a refund from the casino.

this has now been resolved. Thank you for the help.

Dear IzzyH83,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru