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Aladdins Gold Casino - Said I did not pass the security checks and refused to pay 1540$ or refund all deposits.

Complaint Info
Disputed casino Aladdins Gold Casino
Reason Verification issues
Amount $ 1540
Posted on February 13, 2016


Opened account at Aladdins gold on October last year, deposited twice 100$ and received bonus twice.

On 2nd deposit I won 1540$, after I wagered,made a withdraw request.

Support called me on phone, I sent a lot of documents, IDs, bills, everything they asked for.

They asked for new bill, I sent them and now my account is locked.

Last email:
I hope you are well.

Thank you for your email. Unfortunately the decision of the casino is final. There are many security checks carried out within the casino and I am afraid you did not pass the security checks. Your deposit has been refunded and you should receive this in your Neteller account.

Kind Regards,


Also, they refunded me 100$, but I deposited twice 100. So 200 total.

I wanna receive full amount of 1540$.

Posted on February 15, 2016

Hi, thank you for the time taken to raise this issue.

After speaking with the cashier department, unfortunately from the documents provided, we were not able to process the withdrawal as the account could not be verified.

As you are aware, our cashier team run through a lot of security checks on documents received, if there is anything that you cannot provide or there is any concern about the documents then the casino does have a right to refuse the cashout and refund the related deposit.

Posted on February 15, 2016

I understand that you run lot of security checks, but If something is wrong or if You need more documents to verify my account I am glad to give them to you.

You just need to ask, or tell me what is wrong not just close my account and take funds.
I tried to ask you by email, but as there was no response this is only thing I can do.

Anyway, please respond here what you really need and I will send that documents to you and to askgambler.

Best regards

Posted on February 15, 2016

If a player fails the security checks, the actual reason isn't divulged but further documentation may be asked for.

As you can appreciate player fraud is high with online casinos and we do our best to combat it and protect our players and our business. Giving the actual reason for failing the documents will only lead to giving those who try to defraud a casino (and innocent players), to have a greater knowledge of the process that they go through.

If you wish to provide the exact same documents to AskGamblers that is up to you, due to data protection we are unable to give such information to help resolve the issue, but we will work with AskGamblers to help clear this up.

Posted on February 15, 2016

And again, you did not tell me what should I send you to clear this case.
So, please can you ask me for further documentation.

I do not care about reasons you are doing this, as I can see, half of complains is because of your verification process. Maybe is something wrong on your side.
I am legit player and I can prove that, also I played by your terms and there is no reason to take funds from me, like you did.

Best regards, hope next time you will give more constructive response.

Posted on February 18, 2016

We always ask for the same documents from all players. If there is anything that does not pass the process then we will ask for further documentation to help players clear verification. however, if the documents provided do not pass this process then we have very few options.

This process is in place to protect both the casino and the players against any type of fraud and is in no way used as a way to not pay players out their winnings. If players can't provide satisfactory and basic documents then the casino have few options.

The reasons why players documents are rejected can often be withheld, not to annoy the player but to keep the process as water tight as possible against those who do try and cheat the system.

We are sorry that you feel bad by this however, if you do wish to discuss this further please contact our cashier team on cashie­[email protected]­lad­din­sgo­ldc­asi­no.com.

Posted on February 18, 2016

I do not wish to discuss further, as you already wrote, you will never tell me the reason why you rejected documents.

Also I am giving askgemblers permission to check all documents that I sent to Aladdins gold
( I already sent documents to askgemblers team and I am sure they will check all documents and everything will be fine.)

In the end I am willing to cooperate with any request, but Aladdins Gold is not.

Posted on February 18, 2016

With all due respect, AskGamblers do not have access to the same procedure that we use for account verification nor the same tools. They are not able to check your player account and documents against our database. To the untrained eye and without the necessary tools, even forged documents will make it through.

The document process is not a simple procedure and is very thorough and any discrepancies that might occur are highlighted internally.

Posted on February 24, 2016

AskGamblers Complaints Team have been provided with enough information and evidence in regards of this complaint to confirm the fact that Aladdins Gold Casino acted in full compliance with their Terms & Conditions. Player failed to meet the verification process and that is why account was blocked, winnings confiscated and deposit returned.

And since AskGamblers Casino Complaints Service is designed and meant to help honest players with real troubles, it is now obvious this is not the case with this particular issue. AskGamblers Complaints Team maintains zero tolerance towards players trying to conduct any kind of fraudulent activities, therefore this complaint is being rejected.

The complaint is now officially closed.

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