The player from Italy had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The player was advised that withdrawal processing could take up to 14 days, especially if KYC verification or high withdrawal volumes caused delays. After the 14-day period passed, the player did not respond to follow-up inquiries from the Complaints Team. Consequently, the complaint was closed due to lack of communication, but the player could reopen it if needed.
TikiTaka Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
TikiTaka Casino
Safety Index 6.9 Above averageCase summary
Discussion
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2 months ago
Translation
I am submitting this complaint due to significant delays regarding several withdrawal requests on my Tikitaka Casino account.
The situation began after I requested multiple withdrawals of €500 each, which is the maximum limit allowed by the platform per request/day on my account.
The system currently allows:
a maximum of €500 per single withdrawal/day;
and a maximum of €1,500 simultaneously in "pending" status.
The main problem is that I have already reached the maximum limit of €1,500 in pending withdrawals at any one time, and these have been blocked for several days, well beyond the normal processing times I have experienced in the past on the platform.
Additionally, I still have approximately €2,000 in my account that I would like to withdraw, but I can't even proceed with any new withdrawal requests because the system won't allow me to until the pending withdrawals are processed.
In fact, the current situation completely prevents me from withdrawing all my funds.
I have contacted Tikitaka support several times, both via email and Live Chat.
During the communications, the support confirmed:
the presence of an "abnormal delay in the system";
a "technical block" on withdrawals;
and I have been assured several times that the funds are safe.
I was also informed that:
There are currently no verification/KYC requests on my account;
the case has been escalated as a priority to the Finance department.
However, despite all the reassurances received, to date I have still not received:
a concrete resolution timeline;
nor the completion of pending withdrawals.
I have always cooperated appropriately, maintained a professional tone, and complied with all the platform's requests. I'm simply trying to receive all my funds and complete the withdrawal of the entire account balance.
I am available to provide any further evidence needed.
Automatic translation:
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2 months ago
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 that, do not share any information.
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.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear savet97,
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 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
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2 months ago
TranslationThanks for your reply and explanations.
I would also like to point out that I have already contacted Tikitaka support directly, specifically asking if there were any KYC requirements or missing documents on my account that could be causing the delay in withdrawals.
I have been confirmed several times that there are currently no active verification/KYC requests.
Thank you very much for your time, I will wait the indicated time to reach the 14 days from the withdrawal request, in case the situation is not resolved before then.
Best regards.
Automatic translation:
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2 months ago
Dear savet97,
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.
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2 months ago
Dear savet97,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
