TikiTaka Casino - Player’s account has not been closed after self-exclusion request.

I requested a self exclusion on my account at TikiTaka due to gambling issues which I informed them of when asking for the exclusion via email on 21/09 to which I was asked straight away to confirm my decision which I did right away. Despite this, a week later on 29/09 I was able to log in and continue playing because my self exclusion had not been applied despite my confirmation.

As a result, I lost £1012 during this period. The casino failed to enforce responsible gambling measures and did not respect my self exclusion request. I then emailed the casino on 29/09 to ask why this had not been implemented after a week and if I could ask for a refund request. They responded by closing my account and ignoring my request and the concerns I highlighted about my self exclusion and declining a refund request.

I have added screenshots and my conversations with the casino as evidence.

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Dear Em1999,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section, and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@tikitaka.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please clarify when exactly you made the last successful deposit? Do I understand correctly that you currently don't have access to your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance.

Best regards,

Kristina

Hi kristina,

Thankyou for your response,

My last successful deposit was on 29/09 I have these on my bank statements if needed, I currently do not have access to my account it was blocked by them after I raised my concerns to their complaint team.

I also want to note that according to the official Curaçao Online Gaming License Registry, TikiTaka’s former licence was withdrawn in April 2025, meaning the casino may now be operating without a valid license. Several independent sources have also confirmed that TikiTaka does not currently hold any active licence from a recognised regulator, and their own website admits they are not licensed by the UK Gambling Commission.

I also never completed any ID verification or received any withdrawals.

Please let me know if you need me to forward any evidence directly to your email or attach it here.

Thank you again for your time and support with this matter.

Kind regards,

Emily

Hi kristina,

just checking in on if there is any update on the status of my complaint with Tiki Taka?

thanks so much for your help

kind regards

Thank you for your cooperation. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Em1999,

I am so sorry to hear about your problem with the TikiTaka Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a TikiTaka Casino representative to join this conversation and participate in resolving this complaint.

Dear TikiTaka Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear all,

We are checking this case and will get back to you as soon as possible.

Kind Regards,

TikiTaka

Dear TikiTaka Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Hi Emily,

It has been approved the refund of £1012.

To help you with your request, we kindly suggest you to please share bank details which we have just requested via mail.

Best regards,

TikiTaka

Thankyou TikiTaka for your prompt cooperation in looking into my complaint I really appreciate it, I’ve responded to your email if you need anything further please let me know

kind regards

Hello everyone!

I'm happy to hear that this complaint has progressed significantly toward resolution.

Dear Em1999,

Please inform us if you receive your refund.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear TikiTaka Casino,

Please let us know once you send the refund to the player, or if there is anything else we can do.

Hi Igor,

I haven’t had any confirmation that the payment has been sent, nor any further communication, I will keep you updated,

Thankyou.

Dear Emily,

We have just forwarded your banking details to the responsible department.

We will keep you informed.

Kind Regards,

TikiTaka

Dear all,

We are happy to inform the payment of £1012 has been made from our side.

It should reach your bank account as soon as possible.

Regards,

Tiki Taka

Dear TikiTaka Casino,

Thank you for your response and for informing us that the payment from your side has been made.

Dear Em1999,

Could you please check your bank account and confirm whether you have received the payment?

Hi all Thankyou very much for all your help in this case, the money has hit my bank, Thankyou once again.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Em1999,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor