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Aladdins Gold Casino - Impossible request for utility bill

Complaint Info
Disputed casino Aladdins Gold Casino
Reason Verification issues
GentleKJ Netherlands Message
Posted on May 25, 2016

it says clearly that this casino is available for players in The Netjherlands. However, the casino demands to have a utility bill with my full name on it and shouldn't be older then 3 months.

First of all my utilities send me once per year a bill for water and energy and these are both from last year.

Second: no provider in The Netherlands sends bills with my full name. this is always with the initials. This applies for everything: tax, water, energy, mobile phone etc, etc,

The casino demands a utility bill with my full name otherwise they will not verify my account and I cannot collect the wins I got.

This is an impossible request from users in NEtherlands that I have not seen from any other casino.

Posted on May 26, 2016

Hi GentleKJ, thank you for posting your comments and sorry that you feel you've had a bad experience..

With regards to verifying your player account, this is something that all players have to be able to do (as stated in the T&C's) to not only protect you as a player as well as the casino. Money laundering and identity theft is a very real threat and we do what we can to protect against it.

Players who cannot verify their details will unfortunately not be able to cash out. We do have active players from the Netherlands who have passed the security checks, so it's not impossible nor is it beyond reasonable in what we require.

Posted on May 30, 2016

Dear @GentleK,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Posted on May 31, 2016

This players account has since been fully verified and paid out.

However, following the threat of disputing the deposits with the players bank, we have been forced to remove the option of the player depositing by credit card from a risk point of view. They can continue to play, as advised, by Neteller.

The player has been informed in full and is aware.

Aladdins Gold Casino Complaints

  • 15 of 22 resolved
  • 2 days avg response
  • 4 months avg complaint life
  • 250 USD avg amount

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