Tiki Casino - Player’s account has been closed after delay.

The amount in dispute is approximate. I requested the closure of my account on December 9th due to my gambling problem. However, my account remained open until December 18th, by which time I had already suffered significant financial losses because my request had not been processed.

I am now waiting for answers as to why this happened and why my account was left open for more than a week later. The chat service is washing their hands of the issue and says that the relevant team will be in touch. I've now been waiting for over a month for email responses, and still, no one has replied to me. Is there anything I can do?

Hello hc26hqnqsc,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tiki Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is currently still active?

When exactly did you mention gambling problems for the first time?

Did you accumulate your winnings with real money or did you use a bonus?

Please forward your initial self-exclusion request (with gambling problem mentioned) to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

Hello!

My account is no longer active. I made the first closure request by email on 9.12, where I explained the reason for my gaming problems. Finally, it was closed in the chat service on 18.12. I played with real money and did not use the bonus. So there are no actual winnings, but I am very surprised that my account was never closed upon my first request, but I managed to experience a loss before my account was actually closed.

I have tried to demand direct answers from the casino as to why this is happening but they are not commenting on the matter. I have saved all the emails I have sent and all the chat conversations are saved in my email.

Thank you hc26hqnqsc for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello hc26hqnqsc,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Tiki Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear hc26hqnqsc,

We would kindly request to provide us your payment details requested via mail in order to proceed with your payment.

Thank you in advance.

Kind Regards,

TikiCasino Team

Hi! Thank you for your response.

I have submitted my information to you on January 22. I will now submit it to you again.

Dear hc26hqnqsc,

Please, keep me updated regarding your payment. I am looking forward to your answer.

Hello!

I'll get back to you when I find out something about it. I've now given them my payment details twice.

I haven't heard anything since I submitted my information.

Dear Tiki Casino,

Could you update us on the payment situation?

Dear hc26hqnqsc,

Thank you for providing us your payment details.

We would kindly request that you remain patient as we endeavour to complete the payment as soon as possible.

Kind Regards,

TikiCasino Team

Dear hc26hqnqsc,

I will be waiting for you to confirm the arrival of your payment.

Hello.

Now the casino is asking me for my crypto wallet details, and I don't even have one. I'm starting to worry about what they needed my bank details for in the first place.

And the chat has instructed me to open a crypto wallet now. However, I don't want to do this and I don't plan to. I have made the deposits via visa transfer from my bank account and I also want them to be transferred to my bank account.

I received a response from the relevant department. "We can only review your request and proceed with the matter in crypto. Otherwise, we cannot handle the matter."

So this battle apparently ends here, because I don't plan on opening a crypto wallet because of that casino that has taken up my time for two months now, and is still turning it into my problem. Even though the first mistake was made by them when my account was not closed at my request.

I guess I can't do anything else but admit defeat at this point?

Dear Tiki Casino,

Can you shed some light on the fact that the only way to refund the player is, as you have stated, in crypto?

The casino has stopped responding to me as well.

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 hc26hqnqsc,

Thank you for providing us your payment details.

We will do our best to review them and let you know if anything additional is needed.

Kind Regards,

TikiCasino Team

This is going around in circles now and the matter is not progressing. I have not been contacted since this crypto wallet inquiry

Dear Tiki Casino,

Could you update us on the situation?

The casino has contacted me and they want to refund €350 apparently to my bank account. I have confirmed to them that this is ok and thanked them. I will keep you updated on the payment.

The deadlock continues, and no refund is in sight. The chat service said they were waiting for my crypto wallet address, which I don't have, and I was very misleadingly told that I didn't need it either.

I have received this email:

As a goodwill gesture we would like to offer you a refund in the amount of 350 EUR.

The refund is subject to signing a waiver.

Please let us know if you agree to these conditions.

Kind regards,

Tikicasino Team

I have now confirmed to them that the refund is OK. I have also sent them my bank details again upon request.

I'm still waiting to see if they'll pay the amount into my account, or how the matter will progress.

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!

Thanks for your help! We have now reached an understanding with the casino and everything has ended well. Now I just have to wait for the refund to arrive in my account.

Thanks also to the casino, which ultimately kept its promise of responsible gaming and refunded me because my account had not been closed at the time of the request.

Happy spring to everyone!

So you can close the case, and I see no reason to give the casino a bad rating.

Dear hc26hqnqsc,

We would kindly request to check our email reply and provide us the requested document in order to proceed with the refund.

Thank you in advance.

Kind Regards,

Tiki Casino Team

I can confirm that the refund has arrived in my account!

Thanks to all parties involved and especially to Tiki Casino, which took its responsibility in supporting responsible gaming!

The helpers at tikicasino's chat service have been first-class, and when we finally got the matter moving forward with the relevant department, everything worked perfectly!

Happy spring everyone! I can close the case.

Dear hc26hqnqsc,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru