Aladdins Gold Casino - Die Rücknahme des Spielers hat sich verzögert.

Title:

Payment of €1,750 has been processed since December 2nd – no explanation given.

Complaint text:

I requested a payout of €1,750 on December 2nd (payout ID 70707).

The bonus wagering requirements have been fully met, my gaming account is verified, and there is no violation of the terms and conditions.

Despite multiple attempts to contact support, the payout remains stuck in "processing / under review" status. The casino has not provided a specific timeframe and refuses to offer a written explanation based on a particular clause in its terms and conditions. Instead, it repeatedly refers to "internal audits" and "confidential procedures."

I explicitly asked the casino to either

to complete the payout or

to provide a specific contractual justification for the delay.

Neither of these conditions has been met so far.

I therefore have the impression that the casino is delaying the payout without a sufficient contractual basis and request Casino Guru's assistance in clarifying this case.

Titel:

Auszahlung über 1.750 € seit 02.12. in Bearbeitung – keine Begründung

Beschwerdetext:

Ich habe am 02.12. eine Auszahlung in Höhe von 1.750 € beantragt (Auszahlungs-ID 70707).

Die Bonus-Umsatzbedingungen wurden vollständig erfüllt, mein Spielkonto ist verifiziert und es liegt kein Verstoß gegen die AGB vor.

Trotz mehrfacher Kontaktaufnahme mit dem Support befindet sich die Auszahlung bis heute lediglich im Status „in Bearbeitung / under review". Das Casino nennt keinen konkreten Zeitrahmen und verweigert eine schriftliche Begründung, die sich auf eine konkrete Klausel der AGB stützt. Stattdessen wird wiederholt auf „interne Prüfungen" und „vertrauliche Abläufe" verwiesen.

Ich habe das Casino ausdrücklich aufgefordert, entweder

die Auszahlung abzuschließen oder

eine konkrete vertragliche Begründung für die Verzögerung zu nennen.

Beides wurde bislang nicht erfüllt.

Ich habe daher den Eindruck, dass das Casino die Auszahlung ohne ausreichende vertragliche Grundlage hinauszögert und bitte Casino Guru um Unterstützung bei der Klärung dieses Falls.

Important notice:

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

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• When was the last time you were in contact with support regarding the delay? Would you be able to share any recent response you received regarding the delay? Share screenshots here or send the information to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas,

I have not yet been able to make a withdrawal from this casino.

Attached are the latest news items from TODAY, 20.01.26 - they are always the same chatbot answers.

It's so frustrating; there hasn't been a single response since I requested a withdrawal. My account is verified. My emails are simply ignored and not answered at all.

When I tried to withdraw my money, I couldn't even select a withdrawal method, only the amount. Apparently, you're supposed to receive a link where you enter your bank details. This was communicated to me by an employee (chatbot), a questionable procedure.

After that, I asked about the status of my payout almost daily in the chat and always received the same answers, exactly the same as today.

I hope they can do something for me, it's truly unbelievable - I've never experienced anything like this in a casino before.

Can they contact the casino?

Best regards:

C.****

Hallo Thomas,

ich habe in diesem Casino noch keine Auszahlung vornehmen können.

Anbei aktuelle Nachrichten von HEUTE, 20.01.26 - es sind immer dieselben Chat-Bot Antworten.

Es ist leider so frustrierend, es gibt seit beantragter Auszahlung nicht eine Rückmeldung. Mein Konto ist verifiziert. emails meinerseits werden einfach komplett ignoriert schlicht weg nicht beantwortet. 

Bei Auszahlung konnte ich noch nicht einmal eine auszahlungsmethode auswählen, nur den Betrag mehr nicht. Angeblich erhält man bei Auszahlung einen link wo man seine Bankdaten eingibt. Dies wurde mir von einem Mitarbeiter (Chat bot) übermittelt, fragwürdige Vorgehensweise.

Ich habe danach im Chat fast täglich nach dem Stand meiner Auszahlung gefragt und immer dieselben Antworten erhalten, exakt diese wie heute. 

Ich hoffe sie können da was tun für mich, es ist wirklich unglaublich - sowas habe ich noch nie erlebt in einem Casino. 

Können sie Kontakt zum Casino aufnehmen? 

Mit freundlichen Grüßen:

C.****

Hello Chrino,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Chrino,

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, Hadi (hadi.a@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,

Tomas

Hello Chrino,

I am sorry to hear about your troubles. I am Hadi 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

Hadi

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 Player,

I have made several attempts to contact the casino in order to obtain their cooperation and clarification regarding your case. Unfortunately, the casino has not responded to any of our messages.

Without the casino’s participation, there is very little that can be achieved from our side. For this reason, I am forced to close this complaint as unresolved, which will negatively impact the casino’s Safety Index on our website.

I understand that this is not a satisfactory outcome, and I genuinely regret that we were unable to reach a resolution in your favor. However, unresolved complaints and the resulting decrease in the Safety Index often help bring attention to problematic practices and may encourage the casino to change its approach in the future.

Please also note that the casino does not hold a valid gambling license. Because of this, there is no recognized regulatory authority that we could recommend you contact for further escalation.

If the casino decides to respond at any point, we will immediately reopen the complaint and notify you by email. Should the casino contact you directly, or if you need any further assistance regarding this case, please feel free to reach out to me at hadi.a@casino.guru.

I am truly sorry that I could not be of more help in resolving this matter.

Best regards,

Hadi