Aladdins Gold Casino - O levantamento dos prémios dos jogadores está atrasado.

According to the website, withdrawals are processed within a maximum of 48 hours and so far it hasn't even been approved.

Pedi um levantamento de 1500€ dia 27 de Agosto.Segundo o site os levantamentos são processados até um máximo de 48 horas e até agora ainda nem foi aprovado

Dear player,

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 the 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I'll wait until the 16th.

Vou esperar até dia 16.Obrigada

Dear player,

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.

Good afternoon. Everything's still the same, I haven't received anything yet

Boa tarde.Continua tudo igual,ainda não recebi nada

Dear player, 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?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawals? 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.

Good morning, it's the first time I've requested a withdrawal, I've passed the kyc check and I've already received an email that my withdrawal request has been processed successfully, and I've used the first deposit bonus and met all the requirements.

Bom dia.Foi a primeira vez que pedi um levantamento ,passei na verificação kyc e já recebi um mail que o meu pedido de levantamento foi processado com sucesso.E usei o bónus de primeiro depósito e cumpri todos os requisitos

Dear player, have you received the money?

Not yet

Ainda nao

I've been waiting since August 27th, it's now September 16th. It's been too long

Desde o dia 27 de agosto que estou à espera,estamos a 16 de Setembro.Ja passou tempo demais

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Karla ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you

Obrigada

Hello Carlota78,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Aladdin's Gold Casino into this conversation.

Dear Aladdin's Gold Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

Good morning,

We've reviewed the thread above including the screenshot that was provided.

We can confirm this has no affiliation to our Casino. The URL is completely different, as well as the branding within the email.

I've also searched players details within our admin and are unable to locate an account.

Thanks,

Ryan

Hello Carlota78,

To help us make sure we are addressing the correct operator, could you kindly provide us with the exact website link (URL) of the casino where you played and requested your withdrawal? This will help us confirm we are communicating with the right casino representative and ensure we can move your case forward effectively.

Dear Ryan from Aladdin's Gold Casino ,

Thank you very much for your prompt reply and for taking the time to review this case.

I appreciate your cooperation in this case.

We will follow up with the player to verify the exact URL of the casino where the gameplay occurred and ensure the complaint is redirected appropriately if needed.

Best regards,

Karla

Hello Carlota78,

Thank you very much for your quick response and for providing the requested details.

After carefully reviewing the information and comparing it with the casino’s confirmation, we have determined that this complaint was submitted against the wrong Aladdin’s Gold Casino. The casino you played in is a different operator with a similar name.

We will now add the correct casino to our system and invite their representative into this thread so that we can continue working on your case and request an update on your withdrawal directly from them.

I kindly ask you for a little more patience while we complete this step. We will notify you here as soon as the correct casino is contacted.

Thank you for your understanding and cooperation — this will help us make sure we are speaking to the right party on your behalf.

Dear Ryan from Aladdin's Gold Casino,

Thank you once again for your prompt clarification and for confirming that the player does not have an account with your casino.

Your assistance has helped us identify that the complaint was filed against the wrong casino and we will now proceed to redirect it to the correct operator.

Best regards,

Karla

I confronted the casino with this information and they left me with no answer

Confrontei o casino com esta informação e deixaram-me sem resposta

Hello Carlota78,

Thank you very much for your patience and for continuing to cooperate with us during this process.

We are currently working on adding the correct casino to our system and inviting their representative into this thread. Our goal is to contact them as quickly as possible so we can get an official update on your withdrawal and help resolve this case.

We will keep you informed as soon as we receive any news.

Best regards,

Karla

Good afternoon. On the 25th the 21 working days they say it takes to pay expire. Let's see how it goes

Boa tarde.Dia 25 acaba o prazo dos 21 dias úteis que eles dizem que levam para pagar.Vamos ver como corre

Hello Carlota78,

Thank you very much for your patience and for waiting while we worked on the next steps.

I would like to let you know that we have now contacted the correct casino via email and officially invited them to join this complaint thread so we can work together toward a solution.

We hope that the casino will reply soon and join the discussion here, which will allow us to move forward and help get clarity on your withdrawal status.

Thank you again for your cooperation and understanding — we will keep you updated as soon as we receive any response from the casino.

Best regards,

Karla

Thank you

Obrigada

Good afternoon. The 21-day deadline for payment expired yesterday and I spoke to them in the chat room and they still have a lot of orders.

Boa tarde .O prazo dos 21 dias para me pagarem acabou ontem e falei no chat e ainda que estão com muitos pedidos.O que se pode fazer?

Hello Carlota78,

Thank you very much for your update and for your continued patience.

I would like to inform you that I have already contacted the casino via email, but unfortunately we haven’t received any reply through that channel. To ensure that communication moves forward, I reached out to them again this time via their live chat in order to encourage the casino to join this complaint and provide the necessary information.

Please rest assured that I am doing everything possible to establish direct communication with the casino and resolve your complaint. I kindly ask you to remain patient a little longer while we continue working on your behalf.

I will keep you informed here as soon as I receive any response from the casino.

Best regards,

Karla

Thank you

Obrigada

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.

Hello Carlota78,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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

I can only recommend you choose casinos by 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,

Karla Mayfly