The player from Germany requests assistance after her account at Tahiti Casino is disabled following a withdrawal request of 3,100 euros. He completed all verification steps and has not submitted any self-exclusion notices, yet his account was locked without a clear explanation.
Tahiti Casino - Player's account has been closed during withdrawal process.
Amount: €3,100
Tahiti Casino
Safety Index:Fresh casinoSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.8
Tahiti Casino is a new online casino, which makes it more difficult to evaluate it. Based on our current findings, it has a Safety Index of 6.8. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
4d 15h 31m 24s
Case summary
2 days ago
Sensitive attachment
Sensitive attachment
3 weeks ago
Translation
Dear Casino Guru Team,
On Sunday, October 27, 2024, I deposited a total of 820 euros at Tahiti Casino and won 3,100 euros playing "Galaxy Guardian." I then requested a withdrawal of this amount.
I successfully uploaded all the required verification documents on the casino's website, and my account verification was completed. According to the casino’s terms and conditions, the withdrawal process should take about two business days.
Since there was no progress with my withdrawal by October 29, 2024, I contacted the live chat. The employee informed me that my request had been forwarded to the relevant department. On the third business day, October 30, 2024, I received an email around 5 PM from the KYC team, requesting colored copies of both sides of my credit card used for the deposit. I immediately complied with this request.
A few hours later, when I tried to log into my account again to check the status of my withdrawal, I found that my account was disabled. The message stated: "User is disabled because of a gambling addiction." I want to stress that I have neither submitted a self-exclusion request nor any other notification related to gambling addiction.
It seems my account was suspended without my intervention and without a clear reason. While the casino accepted my deposit and allowed my gameplay, my account was blocked precisely at the moment I requested a withdrawal.
I have met all the requirements, successfully completed my account verification, and reported my issue through customer service, yet my account was locked without a transparent explanation. I have attached screenshots documenting the deposit of 820 euros, the successful verification, and my requested withdrawal of 3,100 euros.
Therefore, I kindly ask for your assistance in finding a fair resolution and enabling the withdrawal of my winnings.
Thank you for your help.
Automatic translation:
Public
Public
3 weeks ago
Dear benzj044,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Tahiti Casino.
Please note the casino operates under the Kahnawake license. If you previously self-excluded in a Kahnawake-licensed casino in the past the casino cannot pay you winnings and will return your deposit as they should prevent you from gambling. Paying you the winnings might cause them to lose their license.
Please let me know if there are any circumstances I might not have considered otherwise your complaint will be closed.
Kindly explain whether your deposits were already returned to you.
Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
3 weeks ago
Translation
Hello Thomas,
As long as I lost it was fine for the casino. There are many casinos that have a Kahnawake license where I have played and lost and I deactivated my account myself at some of them, but I did not let the authorities or the casino block me. I carried on playing at the other casinos without any problems. And here at Tahiti Casino I neither deactivated my account nor anything else. And if I had lost the 820 euros and not won anything that would probably be fine with the casino. Only when I won did they block my account. There are many Kahnawake licensed casinos and that would mean that all of them where I deposited something and lost would have to refund my deposits, such as Lucky10, Riz, Scatters and many other casinos or all of the Starscream Limited casinos that have a Kahnawake license. If that applies to all casinos. The 820 euros I deposited at Tahiti have not yet been refunded to me.
Automatic translation:
Public
Public
3 weeks ago
Translation
Hello Thomas,
I am now in contact with the casino and perhaps we can make progress.
If I need your help, I will get in touch again. I will then provide an update here.
Thanks
Automatic translation:
Public
Public
3 weeks ago
Translation
Hello, I haven't achieved anything with the casino. As you have already mentioned, the casino is licensed by the Kahnawake Gaming Commission, so I request that the casino refund the money I deposited, amounting to 820 euros, because I excluded myself in the past from a casino licensed by Kahnawake. I ask for your support, Thomas.
Automatic translation:
Public
Public
2 weeks ago
Thanks for your updates.
I apologize for the delayed response.
- Could you please share with me the communication between you and the casino after the casino contacted you? Send it to my email at tomas@casino.guru
- Do I understand correctly the casino refused to return your deposits?
Public
Public
2 weeks ago
Translation
Hello Thomas,
the casino reopened my account for a short time and I thought we could sort this out so I could get paid out or get my deposits back. They repeatedly asked for a copy of my credit card, which I submitted three times. Unfortunately, I was repeatedly told that it was not clear enough. Out of frustration and because of my gambling addiction, I gambled away the 3100 euros, which was probably the casino's goal.
Now I just want to get my original deposits of 820 euros back. I was waiting for your reply to know how to proceed. Should I contact the casino again and ask them to refund my deposits? The problem is that they often forward the request to the finance department, which can take a long time or sometimes result in no response.
Could you please tell me the best way to proceed in this situation? I would be very grateful for your advice.
Best regards
Automatic translation:
Public
Public
2 weeks ago
Hello benzj044,
Be sure to request it and let me know about the result.
Send me the response you receive from the casino. My email is tomas@casino.guru
Public
Public
2 weeks ago
Translation
Hi tomas,
I have sent you the transcript of the live chat to your email.
Automatic translation:
Public
Public
1 week ago
Dear benzj044,
- Have you received any follow-up from the casino regarding the refund of your deposits?
- Could you please specify when you requested a permanent closure of your casino account and which reason did you specify to the casino?
- Is the information you played down your winnings before your account has been closed accurate?
Public
Public
1 week ago
Translation
Hello Tomas,
No, I have not received any response from the casino regarding my refund yet.
Hello Thomas, it's been several months now and I can't remember the exact date. I asked for my account to be permanently closed because I didn't want to play in this casino anymore. And it was a Kahnawake licensed casino.
What information about profit reduction? I don't understand. I just want my deposits of 820 euros. I hope you can help me get the money back.
Edited
Automatic translation:
Public
Public
3 days ago
Thanks for the reply.
I apologize for any misunderstanding.
Do I understand correctly that after you filed a complaint on Casino.Guru the casino unblocked your account and you played down your winnings?
If there is any discrepancy in the timeline of events, don't hesitate to point that out.
Could you please support your case by sending me the original self-exclusion request sent to the casino with any reply from the casino?
Forward this information to my email at tomas@casino.guru
I'll await your reply.
Public
Public
3 days ago
Translation
Yes, the casino temporarily unlocked my account and asked me several times to send my credit card as proof of payment. I sent several photos of my credit card, which was accepted in every other casino, but Tahiti Casino always refused and said the photos were unclear, even though every other casino accepted it and everything was clearly visible. I then played down the money because the casino never had any intention of paying me out or refunding my deposits. I just want my deposits of 820 euros. You yourself said that if you have a self-exclusion with the Kahnawake Gaming Commission, you cannot play in any casino that has this license. Why else did Tahiti Casino block me? I also sent a screenshot of the sign-in screen that says player blocked due to gambling addiction. What other proof do you want? And the casino still hasn't responded. So what's all this about? If you really want to help me, contact the casino and ask them to refund my deposits.
Automatic translation:
Casino Guru is examining the case
