The player from Switzerland struggles with a gambling addiction and had previously locked their account, but managed to register and deposit 1,500 EUR at Tiki Casino despite using an app to prevent access. She questions why her account was approved under her husband's name and wants assistance in resolving the issue.
Tiki Casino - Player’s account was incorrectly activated.
Amount: €1,450
Tiki Casino
Safety Index:Below averageSafety Index
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5.7
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Case opened
Current status
Waiting for player to reply
4d 14h 32m 19s
Case summary
2 days ago
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1 month ago
Translation
Dear Casino Guru Team,
I have a gambling problem and have therefore downloaded an app on all my phones and my laptop to stop playing. I want to break this addiction.
At the beginning of October, I received an SMS from Tiki Casino with bonus offers, and despite the app, I managed to access it.
I opened an account with Tiki Casino on October 10th. My account was previously locked due to my addiction. However, I was still able to register, and it was approved. Within a few hours, I deposited and lost 1,500 EUR.
When I contacted you, you responded using my husband's name. I will send you some communication emails as attachments. I registered using my correct information - my address, name, email, and phone number. My question is: Why was my account approved, even though I don't share the same name as my husband, and the emails were also sent under his name?
My account should not have been activated. Or it should have been immediately locked again instead of replying in my husband's name, sending bonuses, VIP, etc.
Can you please help me with this?
I sincerely appreciate your support and hope you can assist me further.
Best regards,
Automatic translation:
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1 month ago
Hello Vreni,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tiki Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise when exactly did you request your first self-exclusion in the casino?
- Did they ever confirm it and closed your account?
- When was the last time you spoke to the casino and what was it about?
Please forward an evidence of your initial self-exclusion request to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Dear Nick
Thank you for your quick response.
Ask :
Can you please tell me when exactly you requested your first self-exclusion from the casino?
Answer:
I would like to clarify a few points: I last blocked myself from various casinos in early March 2024 due to my gambling addiction. Over the past two years, I have repeatedly blocked my accounts, including at Tiki Casino. Unfortunately, I no longer have any confirmations or emails as I deleted everything related to casinos before downloading the Gamban app.
Question: Did they ever confirm and close your account?
Answer:
Yes, definitely. But as I said, that was a long time ago.
The best evidence is the email they replied to me in. One agent used my name while another agent wrote in my husband's name. That already means a lot. Two user accounts were registered with the same details, which is not allowed. Probably the original account was registered to my husband and on October 10th the account was opened in my name with the same email address, same mobile number and same address. Tiki Casino should not have accepted this account, but should have rejected it.
Question: When was the last time you spoke to the casino and what was it about?
Answer:I wrote an email on October 13, 2024 asking for a refund and it was denied. On November 12, I wrote another email mentioning that they should refund me because of the duplicate account of my husband and me.
I hope I could help you
thank you very much for your support and commitment
Best regards
Automatic translation:
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3 weeks ago
Hello Vreni,
I hope you're doing well.
Please understand that without evidence of your self-exclusion request, there is little we can do at this stage. Without proof that the request was submitted properly or received by the casino, they could potentially deny it, and we would be left with a case of conflicting statements.
If you're able to retrieve the initial request or any documentation regarding it, we would be happy to assist you further. Unfortunately, without such evidence, we won't be able to proceed with resolving this matter.
Best regards,
Nick
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3 weeks ago
Translation
Dear Nick
thank you for your feedback.
My concern is about the account registered under my name but also associated with my husband's name. I only have an account in my name, not my husband's name. Why do some emails I have sent to Tiki Casino address me as "Hello [my husband's name]" while other emails respond as "Hello [my name]"?
Could you please ask why communication with Tiki Casino varies so much? Is it allowed to have an account created under two users who use the same details - that is, the same email address, home address and phone number?
I forwarded you the communications with Tiki Casino last week; there you can see that the account is treated as if there are two people linked to the same account.
Isn't it true that in such cases withdrawals can be cancelled or confiscated and the account blocked immediately, since it is not allowed to register a second account under a different name?
I would be very grateful if you could try to clarify this again.
Thank you very much for your help
Kind regards
Automatic translation:
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2 weeks ago
Dear Vreni,
If the casino has knowledge of your husband's name, it is likely that an account has been registered under his name, or it may have been created using your details.
As mentioned earlier, without evidence of an initial self-exclusion request, we are unable to proceed, as it is difficult to verify that your account was excluded from the casino's system.
Additionally, if a second account was created, this would constitute a breach of the casino's terms and conditions. In such cases, the casino is generally not obligated to issue a refund, unless a self-exclusion request was in place. Unfortunately, as mentioned above, this cannot be substantiated in this case.
Please let us know if there is anything else we can assist you with.
Kind regards,
Nick
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1 week ago
Translation
Dear Nick
Sorry to bring up this topic again.
I REPEAT :
I think you haven't quite understood me. The main issue is not self-exclusion, but what is known in this case as a duplicate account at the casino .
Can you please check internally whether this is really what you meant? Should it really be closed as unresolved? I have already sent you some emails and am sending them again so that you can take a closer look at them.
It is obvious that a duplicate account was opened with the same email address, which is not allowed! And it is the case that TikiCasino should not have accepted the account on 10/11/2024 or should have automatically blocked it immediately.
I politely ask you to take up the topic again.
thank you for your effort
lg
Edited
Automatic translation:
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1 week ago
Dear Vreni,
Thank you for your message. There are only a few possible explanations for this situation:
- Multiple Accounts Under the Same Email Address: It’s possible that multiple accounts were created using the same email. This does not necessarily mean the casino can detect it immediately, as verification typically occurs only during the first withdrawal request.
- Shared Support Across Sister Sites: Another possibility is that the casino is part of a group of sister sites. If you or your husband registered with the same email but different personal details on one of their sister sites, the casinos may have shared your information between them, including live chat and email support.
Either way, it seems likely that you both are registered on one of their sister sites; otherwise, they would not have access to both of your details.
If there’s anything else we can assist you with, please let us know.
Best regards,
Nick
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2 days ago
Dear Vreni,
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.
Vreni has 4d 14h 32m 19s to reply
