TikiTaka Casino - Player's account remains active despite self-exclusion request.

Sehr geehrte Damen und Herren,

ich möchte eine Beschwerde gegen das Online-Casino TikiTaka einreichen.

Am 21.02.2026 um 19:28 Uhr habe ich per E-Mail ausdrücklich eine dauerhafte Sperre meines Spielerkontos beantragt und dabei angegeben, dass ich spielsüchtig bin. Ich habe das Casino gebeten, mein Konto dauerhaft zu schließen.

Trotz dieses klaren Selbstsperrantrags blieb mein Konto weiterhin aktiv. Da ich keine Bestätigung erhalten habe, habe ich am 23.02.2026 sowie erneut am 25.02.2026 weitere E-Mails gesendet, um die Sperre zu bestätigen und umzusetzen.

Am 22.02.2026 um 00:33 Uhr befand sich noch ein Guthaben von 300,31 € auf meinem Spielerkonto. Da mein Konto trotz meines Sperrantrags weiterhin aktiv war, konnte ich weiterhin auf das Konto zugreifen und das Guthaben verspielen.

Erst am 25.02.2026 um 20:14 Uhr erhielt ich schließlich die Bestätigung, dass mein Konto geschlossen wurde. Zu diesem Zeitpunkt war mein Guthaben bereits verloren.

Nach den Grundsätzen des verantwortungsvollen Glücksspiels muss ein Konto nach einer Selbstsperre aufgrund von Spielsucht unverzüglich geschlossen werden, um weiteren Schaden zu verhindern.

Da mein Antrag auf Selbstsperre mehrere Tage lang nicht umgesetzt wurde, fordere ich die Rückerstattung des Guthabens in Höhe von 300,31 €, das sich zum Zeitpunkt meines Sperrantrags noch auf meinem Konto befand.

Als Nachweise kann ich folgende Dokumente vorlegen:

E-Mail mit dem Selbstsperrantrag vom 21.02.2026 um 19:28 Uhr

Weitere Erinnerungs-E-Mails vom 23.02.2026 und 25.02.2026

Screenshot des Kontostands von 300,31 € am 22.02.2026

Bestätigung der Kontoschließung vom 25.02.2026 um 20:14 Uhr

Ich bitte um Prüfung des Falls und um Unterstützung bei der Rückerstattung des genannten Betrags.

Mit freundlichen Grüßen

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TikiTaka Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you asked the casino for a refund due to failed player protection already? Have you received any response?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

leider bekomme ich weiterhin Werbung von TikiTaka Casino.

Dear ihea1984,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello ihea1984,

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 TikiTaka 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

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 ihea1984,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you with your request as expediently as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,   

TikiTaka Casino team.

Dear TikiTaka Casino,

Thank you for your reply. We are waiting to hear from you.

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 ihea1984,

We sincerely apologize for the delay in our responses.

We kindly ask for your continued patience as we await an update from the relevant department regarding your request. 

We are committed to resolving this matter promptly. We expect to provide you with a final update in the near future.

We sincerely appreciate your patience during this time. Thank you for your understanding. 

Kind regards,

TikiTaka Casino

Dear TikiTaka Casino,

After a month, we still haven't received a response that would shed some more light on the matter. Please be informed that I will be setting one last timer for you to provide us with an answer. If you fail to do so, I will have no choice but to close this complaint as unresolved.

Dear Michal,

We have sent an email attached with evidence for your further review.

We look forward toi your update.

Kind regards,

TikiTaka Casino team.

Dear TikiTaka Casino,

Thank you for your email. I would like to express my concern regarding your policy whereby players who choose to self-exclude forfeit their remaining balance. At Casino Guru, we find this aspect of your rules to be quite problematic and unfair. Players mustn't feel "threatened" by the prospect of losing their funds upon making a self-exclusion request. This policy seems to contradict the fundamental principles of responsible gambling, which aim to protect vulnerable players from the risks of excessive gambling.

In the case of the player who reached out to you regarding their gambling difficulties on February 21st, it would have been more appropriate to close their account rather than imposing the risk of confiscating their entire balance. As a result of this policy, the player unfortunately lost all available funds. Therefore, I believe that the player should be entitled to a refund of the €300 that was lost. I am looking forward to hearing your thoughts on this.

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 ihea1984,

To facilitate the refund amount of 300 EUR, please provide your bank details in the format requested via email sent recently.

We look forward to receiving these details at your earliest convenience.

Kind regards,

TikiTaka Casino team.

Dear TikiTaka Casino,

Thank you for your willingness to reconsider your decision and to refund the player.

Dear ihea1984,

Please proceed according to the casino's instructions.

Hallo,

ich habe auf die Email von TikiTaka Casino geantwortet. Jetzt warte ich auf die Rückerstattung. Sobald diese bei mir eingegangen ist werde ich mich erneut melden.

Dear ihea1984,

Thank you for sharing the requested bank details. We have escalated your bank details to our relevant team to proceed with the refund of 300 EUR.

We should be able to provide you with an update related to the refund at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Kind regards,

TikiTaka Casino team.

Hallo Michal, Hallo TikiTaka-Team,

ich habe heute die zugesagten 300.00 Euro auf meinem Bankkonto erhalten.

Vielen Dank🙏 und alles Gute.

Dear ihea1984,

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. 

Please let me share a few resources related to responsible gambling that might be useful:

If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link

https://casino.guru/problem-gambling-help-centers

Best regards, 

Michal V

Casino.Guru