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I am submitting this complaint regarding the confiscation of approximately €3,205 by Tikkari Casino.

The casino claims that I violated the maximum €5 bet rule while playing with an active bonus. I acknowledge that some of my bets exceeded €5. However, I believe the specific circumstances of my case were not properly considered, and I respectfully request an independent review.

My experience with this casino group

I have been playing at casinos operated by the same group (including Tikkari, Jellona, Hurmio and Rullat) for approximately one year.

During this time I have completed bonus wagering many times and played tens of thousands of spins.

The most recent example was during the winter at Jellona Casino, where I received a cashback bonus of approximately €600. During that wagering session, I personally experienced that the maximum €5 bet restriction was enforced by the casino system.

Because of this long-term experience, I genuinely believed that whenever bonus wagering was still active, the system itself would reject or prevent bets above the maximum permitted stake.

Checking the wagering progress

Another important aspect concerns the way wagering progress is displayed.

To check the remaining wagering requirement, I had to completely leave the game, return to the casino lobby, open the bonus page, check the remaining wagering and then return to the game again.

This interrupted the gameplay every time.

Because of my previous experience, I relied on the casino system itself to enforce the maximum €5 bet rule.

Whenever I selected a higher stake while wagering was active, I expected the system to reject the bet, exactly as I had experienced many times before.

This meant I did not need to constantly interrupt my gameplay simply to check whether wagering had already been completed.

During this session, however, the casino accepted my higher bets without any warning, rejection or restriction.

For this reason, I honestly believed that the system was functioning correctly.

I had absolutely no reason to believe that my bonus could already be considered invalid while the casino continued accepting my bets and the wagering requirement continued decreasing normally.

What happened

I initially won approximately €600 on a €2.50 bet.

Knowing the €5 maximum bet rule, I deliberately continued wagering using stakes between €3 and €5.

Later I increased my stake.

To my surprise, the casino accepted the higher bets without displaying any warning or preventing the wager.

After some time I left the game specifically to check my wagering progress.

I saw that approximately €278 of wagering still remained.

I genuinely did not understand why the casino had accepted bets above €5 while the wagering requirement was clearly still active.

I then switched to another game.

While betting €5, I triggered a bonus feature and won approximately €2,650.

Afterwards I completed the remaining wagering requirement using compliant €3–€5 bets before requesting a withdrawal.

Only later did the casino confiscate my entire balance.

What the casino’s own records confirm

The transaction history supplied by the casino confirms that:

• the bonus remained active after the alleged first violation;

• wagering continued decreasing normally;

• the casino accepted every subsequent wager;

• no warning or restriction appeared;

• I was allowed to complete the wagering requirement;

• I was allowed to request a withdrawal.

My questions

If the casino considered my bonus invalid from the first higher bet, I respectfully ask:

Why was the bonus not cancelled immediately?

Why did the casino continue accepting my bets?

Why did the wagering requirement continue decreasing?

Why was I allowed to complete the wagering requirement?

Why was I allowed to request a withdrawal before confiscating my winnings?

These questions have never been answered.

The casino simply referred me to the bonus terms.

Final statement

I have never attempted to abuse bonuses.

On the contrary, I consciously played between €3 and €5 because I knew about the maximum bet rule.

My actions were based entirely on my previous experience with casinos operated by the same company.

When the casino unexpectedly accepted higher bets without any warning or restriction, I honestly believed that the system was operating correctly.

Had the system rejected the bet or displayed a warning, I would have immediately returned to the permitted stake.

I respectfully ask Casino Guru to review whether confiscating my entire balance under these circumstances was fair, reasonable and proportionate.

Steps Already Taken

I contacted the casino directly by email and submitted a formal complaint. I requested my complete transaction history and an explanation of the confiscation. The casino rejected my complaint, stated that the decision was final and provided the transaction history. I am now requesting an independent review.

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.

Dear Rubiw345,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Rubiw345,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

Thank you for your reply.

I believe my complaint has been categorized incorrectly.

This is not a delayed withdrawal complaint.

The casino has already made a final decision to confiscate my winnings due to an alleged breach of the bonus maximum bet rule.

My withdrawal request was not simply pending. The winnings were confiscated after the casino reviewed my account, and I have attached the casino’s final decision.

Could you please update my complaint so it is handled as a bonus dispute / confiscated winnings dispute rather than a delayed withdrawal case?

Thank you.

Dear Rubiw345,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Tikkari Casino (https://www.tikkari.com/) to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Tikkari Casino (https://www.tikkari.com/). I wish I could be of more help.

The casino can reopen this complaint anytime.