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On 24/09/2025 I asked Tikitaka via email to close my account and erase non-necessary personal data under GDPR. I received an automatic acknowledgement with ticket [35683087], but after more than 2 weeks there’s been no substantive reply. Live chat keeps saying they can’t find my emails and to try to send another one or that they "escalated to the department," yet I always get acknowledgement tickets.

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Dear Pedronn,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Hi Veronika, thanks for getting back to me.

In my original email dated 24/09/2025, I asked for account closure for personal reasons, as I no longer wished to use Tikitaka’s services. In later emails, I also explained that my decision was reinforced by what I consider poor customer support during this process.

I'm sending an email with attachments:

– My original email sent on 24/09/2025 and the following ones

– The automatic acknowledgements received after that;

– The list of the emails sent to and received from the casino over the following weeks.

Unfortunately, I don’t have screenshots of the live chat conversations where they explained or justified the delays, but I’m happy to provide any other information that may help.

Please let me know if you need anything else.

Thanks,

Pedronn

To clarify the reasons for my account closure request:

– In my first email on 24/09/2025, I mentioned a generic personal reason, simply because I didn’t want to keep using Tikitaka anymore.

– In later messages, I also explained that withdrawal times were excessively long, which made the experience frustrating.

– Finally, I added that I found the customer support very poor, as they kept giving inconsistent or unhelpful answers.

So, while the initial reason was personal, these additional issues confirmed my decision to permanently close the account.

Thank you for explaining your reasons in detail. I understand your frustration with the way your request has been handled and how this experience has affected your trust in the casino’s services.

However, please note that Casino.Guru can only assist players with account closures related to gambling addiction or self-exclusion requests. Since your decision to close the account is based on personal dissatisfaction rather than gambling-related reasons, we’re unfortunately unable to intervene in this case.

If you no longer wish to use Tikitaka’s services, you may simply stop visiting or using your account. If you need help with self-exclusion due to gambling addiction, we’ll be happy to assist you.

Dear Pedronn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.