The player from Germany files a complaint against TikiTaka for not implementing his self-exclusion request due to gambling addiction on February 21, 2026. His account remained active for several days, resulting in the loss of a balance of €300.31, which he seeks to recover.
TikiTaka Casino - Player's account remains active despite self-exclusion request.
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6d 22h 15m 50s
TikiTaka Casino
Safety Index:Above averageCase summary
Discussion
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Public
15 hours ago
Translation
Ladies and Gentlemen
I would like to file a complaint against the online casino TikiTaka.
On February 21, 2026, at 7:28 PM, I explicitly requested a permanent suspension of my player account via email, stating that I am a gambling addict. I asked the casino to close my account permanently.
Despite this clear self-exclusion request, my account remained active. Since I received no confirmation, I sent further emails on February 23, 2026, and again on February 25, 2026, to confirm and implement the exclusion.
On February 22, 2026, at 00:33, there was still a balance of €300.31 in my player account. Since my account remained active despite my account suspension request, I was still able to access it and gamble away the balance.
It wasn't until February 25, 2026, at 8:14 PM that I finally received confirmation that my account had been closed. By that time, my balance was already lost.
According to the principles of responsible gambling, an account must be closed immediately after a self-exclusion due to gambling addiction in order to prevent further damage.
Since my self-exclusion request was not implemented for several days, I demand a refund of the balance of €300.31 that was still in my account at the time of my self-exclusion request.
I can provide the following documents as evidence:
Email containing the self-exclusion request dated February 21, 2026 at 7:28 PM
Further reminder emails from February 23, 2026 and February 25, 2026
Screenshot of the account balance of €300.31 on February 22, 2026
Confirmation of account closure dated February 25, 2026 at 8:14 PM
I request a review of the case and assistance in obtaining a refund of the aforementioned amount.
Best regards
Automatic translation:
Public
Public
1 hour 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
1 hour ago
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
