The player from Italy faced issues withdrawing her winnings from Tikitaka after successfully depositing and verifying her account. Despite providing all requested documents, her account remained under review, and she did not receive a response from customer support after multiple inquiries. The Complaints Team concluded that they were unable to provide further support due to insufficient insight into the casino's investigation, resulting in the closure of the complaint.
TikiTaka Casino - Player’s withdrawal is delayed due to account review.
Closed
Our verdict
Other
Amount: €97
TikiTaka Casino
Safety Index:Above averageCase summary
Discussion
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3 weeks ago
Translation
Hi, I signed up with Tikitaka, deposited €50, and placed a winning bet, bringing my balance to €97. I almost decided to withdraw. I gradually provided the many requests they sent me, and I provided all the documents in full. In fact, when I was verified the next day, I found my account under review, and after dozens of emails to support, they never deigned to respond. Unfortunately, we, the users, are always the ones who lose out, especially since I did everything correctly.
Automatic translation:
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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.
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3 weeks ago
Hello,
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.
- Do I understand correctly that you currently don't have access to your casino account?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 weeks ago
Translation
Yes, I don't have access because it says "account under review," so I can't access my account. I deposited $50, placed a sports bet, and requested a very simple withdrawal of $97. I didn't have any active bonuses. Thank you so much for your reply.
Automatic translation:
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3 weeks ago
Thank you for your reply, UTENTE1008. I apologize, but I am afraid I don't have good news for you. If you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. I truly understand how frustrating this situation must be for you. However, we must be clear — in this case, we are unable to provide further support.
Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.
