The player from Quebec had requested account closure two weeks earlier but had received no response, which allowed her to deposit $60 CAD and place bets. After winning and attempting to withdraw, the casino informed her that her account had been closed based on her earlier request, resulting in the cancellation of her winnings. She sought an explanation for the delay in closure and for her legitimate winnings. The complaint remained unresolved as the player did not respond to the Complaints Team's requests for additional information and communication details. Consequently, the investigation was closed for the time being, with the option for the player to reopen the complaint if she chose to provide further information.
TikiTaka Casino - Player’s account has been closed before processing withdrawals.
Closed
Our verdict
Player stopped responding
Amount: C$60
TikiTaka Casino
Safety Index 7.2 Above averageCase summary
Discussion
Public
Public
3 weeks ago
I requested the closure of my account approximately two weeks before the events in question because I was dissatisfied with the quality of the service. My request was not related to responsible gambling, self-exclusion, or gambling addiction.
Despite my closure request, the casino did not respond for two weeks and left my account fully active. During that time, they accepted my deposit of $60 CAD, allowed me to place bets, and accepted all my wagers without any restriction.
After I won and requested a withdrawal, the casino immediately informed me that my account had been closed based on my previous closure request. My withdrawal was not processed, and my winnings were cancelled.
I believe this is unfair because:
The casino ignored my closure request for approximately two weeks.
They continued to operate my account as normal.
They accepted my deposit and all my bets.
They only enforced the account closure after I requested a withdrawal.
If my account should have been closed because of my earlier request, it should have been closed before accepting my deposit and allowing me to gamble.
I believe it is unfair to accept my money and bets, then rely on a delayed closure request only when it is time to pay my winnings.
I am requesting that the casino pay my legitimate winnings and explain why my account remained active until I requested a withdrawal.
Public
Public
3 weeks 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.
Public
Public
3 weeks ago
Dear Cynderella,
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 understand the whole situation completely.
- Could you please provide the dates when you asked for account closure and when the casino closed your account?
- How much did you win from your $60 CAD deposit? How much was confiscated before account closure?
- Did you achieve your winnings with the help of a bonus?
- Could you please share with me your communication with the casino regarding your account closure request and the casino's response? Please forward the complete email threads. Please do not send screenshots, but the original, uncropped email messages instead. My email is jean.s@casino.guru.
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
Public
Public
2 weeks ago
Dear Cynderella,
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.
Public
Public
1 week 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,
Jean
Casino.Guru
