The player from Spain faced an issue with his casino account. He had requested account closure multiple times due to gambling addiction, but the casino kept his account open, which led to further losses. The Complaints Team had attempted to engage the casino on his behalf, highlighting the mishandling of his self-exclusion request and the need for proper closure procedures. Despite the casino's eventual closure of his account, the Team expressed concern over the lack of response from the casino regarding his complaint and deposits, marking the case as "unresolved" and advising the player on steps to protect himself from further gambling promotions. Ultimately, the casino requested the complaint to be reopened, and facilitated a refund of all the deposits made between the reopening of the account until the final closure. The player's request for additional compensation was rejected due to a waiver he had signed, which limited further mediation.
TikiTaka Casino - Player has a problem with his account.
Other
Amount: €335
TikiTaka Casino
Safety Index:Above averageCase summary
Dear Cule21,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].
Thank you very much in advance.
Best regards,
Dominika
Good morning,
I've submitted account closure requests on several occasions due to gambling issues. The most recent time was on April 15th due to addiction issues, as shown in the screenshot.
On April 18th, it was reopened for me because when I closed it, there was still a balance, and they told me that the only way to withdraw the amount was to reopen the account.
When I opened it, I gambled again and lost a lot of money... it's still open now and I sent an email complaining but they're ignoring me.
I attach an image with the email sent.
Hello again,
They keep sending me messages with new promotions, and I'm falling for it... they're milking players for their money, and that makes you lose all your money. Even though you've told them you have a gambling problem, I don't know what to do anymore... I'm losing a lot.
Dear Cule21, please forward all original emails you sent or received regarding the account closure or reopening directly from your email inbox (no screenshots, only forwarded messages).
Is your casino account currently closed?
Hello again,
I've sent you an email with some account closure requests.
On April 15, I received a response requesting account closure due to gambling issues. On April 18, they reopened my account, and it's still open... I've lost another €1,000, and they keep sending me promotions and offers.
What do I do? Should I send another email requesting closure? Via chat... they don't want to close my account.
Thank you very much, Cule21, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Thanks to you, I sent them an email the other day and copied you. I haven't received a response to the complaint yet... have you received it?
Let's see if we're lucky, thanks.
Hello Cule21, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. I have read through the e-mails you have provided, and it seems like the responsible gambling issue has been mishandled by the casino. However, I have tried to communicate with this casino in the past, and they never responded.
I’d like to invite a representative of TikiTaka Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? How is it possible to reopen an account of someone who just days prior stated having gambling addiction? From the evidence provided by the player this was very unfortunate turn of events, and after 15th April, the account should not have been re-opened ever.
Could you please close the account again, mark it as "closed due to gambling addiction, do not re-open ever" and confirm it in this thread?
Moreover, upon the account closure on the 15th April, all the outstanding bets should have been voided, and any remaining balance returned to the player. Unless you can provide us with any relevant evidence stating otherwise, the proper course of action would be to refund the player with whatever balance there was on 15th April upon account closure (including returned wagers from any outstanding bets) and any other subsequent deposit made by the player since the account re-opening (minus any withdrawals and winnings that have occurred in the meantime). Please, let us know how do you see this situation and if you agree with the above, or can suggest different resolution.
Thank you for your patience and cooperation in advance.
Hello,
I just received an email saying they've closed my account, but they haven't commented on the claim.
I tried to chat with an agent, but he told me he had no authority.
Matej, it's very difficult to contact Tiki Taka when it comes to a complaint. I don't know what else we can do.
I hope you can help me, because they don't respond and I feel very cheated and wronged.
Thanks for everything.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Cule21, unfortunately there is nothing we can do about this casino, and I am glad they at least closed your account, and only hope they will cease with the marketing communication as well. This is more than what they usually do for the players - which is nothing.
I have tried to contact the casino repeatedly in the past, but had no success. Their representative ensured me they care about their rating and are going to resolve the complaints, yet nothing has happened and the score has been going steadily down with each new complaint submitted against them. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system.
I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
Another problem is, this casino has no ADR resolution procedure stated on their website, and since they are not even licensed, there is no Gaming Authority I could point you towards. TikiTaka Casino is a shady website, that is also reflected with its very low safety rating (that will be further decreased soon) and as such should not be used at all. However I would recommend the following:
- immediately block the number and e-mail address that sends you promo messages on your mobile
- install free app BetBlocker (https://betblocker.org/es/) that will keep you safe from gambling sites, available for both your desktop as well as mobile
This way you can be at least protected against further issues either with this website or many others, that are preying on the gambling addicted players. I am sorry I could not be of more help on this occasion.
Best regards,
Matej
We’ve reopened this complaint at the request of TikiTaka Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Matej,
We hope you find this message well.
We appreciate your decision to reopen the case and provide us with the opportunity to address this matter.
Upon reviewing this case we believe this case has already been resolved on May 15, 2025.
We have included the documentation in the email, which confirms that the player consented to the refund amount of 556 EUR on May 14, 2025. Additionally, please note that the agreed-upon amount was processed and dispatched from our end on May 15, 2025.
We will be looking forward for your update!
Kind regards,
Tikitaka team.
Hello again Matej,
Indeed, on May 15th, I received a deposit for the issue raised in this thread. I consider the amount less than what I was owed, because at the time the account was reopened, I had €332, which I ended up losing. If I had received that deposit, I would consider the case closed. I understand that several errors were made, and I should be compensated for them and for the damages caused.
On the other hand, they made me sign a document stating that this agreement was confidential, so I couldn't say anything.
If you deem it appropriate, and once I have reviewed the email I just sent you, I would consider the case closed if I receive the remaining €332.
Thank you for your understanding.
Thank you for getting back to us, dear Cule21! :)
I am already in talks with the casino regarding this situation, as I believe it has been mishandled in couple of crucial moments. Hopefully, they will agree to my proposition, and change the internal processes in the future, as this case has shown some major issues with player protection within the casino system.
Once I hear back, I will post an update in this thread, regarding the next steps. Fingers crossed!
Thanks Matej,
In the end, I had no choice but to accept the offer they made me, because according to what they told me in the emails, it was the only viable option. The mismanagement caused me personal harm and financial loss, in addition to everything that happened before…
I hope they reconsider and it helps future players. It's a serious issue, and I believe player protection policies should be properly utilized.
If there's any news or any compensation for my request, please let me know. I deeply appreciate your involvement in this case.
greetings
Dear all,
Upon re-evaluating the Cule21's account, we would like to clarify that by reopening the player's account, our intention was to provide the player with the opportunity to withdraw the winnings to the payment method of their choice.
However, subsequent to the reopening of his account, the player engaged in gameplay rather than proceeding with the withdrawal. (The player's gaming history for the specified time period has been sent to Matej via email.)
We have already refunded all the deposited - withdrawals after reopening = 556 EUR by May 15, 2025.
Only after explaining to Cule21 in detail. To which Cule21 agreed.
Therefore, we believe we should not be obligated to issue any additional refunds.
We hope we were able to clarify the situation.
We will wait for your update. Thank you in advance!
Kind regards,
TikiTaka team.
Very good,
From my perspective, I believe that after having stated on numerous occasions that I had a gambling problem, it was obvious that if you opened the account, I would gamble again. What's more, once I reopened the account, I continued to receive communications from the assigned VIP manager, encouraging me to continue playing to obtain bigger bonuses and rewards. I have this documented. Evidently, I continued playing and lost the money instead of withdrawing it.
As for agreeing to what you offered me, I had no choice. It was practically impossible to contact you, but once you contacted me, I had to get that amount instead of nothing. You also told him it was a confidential agreement… so he wouldn't continue to complain on websites like Casino Guru.
From my perspective, player protection failed, and I don't think I'm receiving the treatment I deserve. I repeat, after losing a lot of money in Tiki Taka...
I'll leave it to Matej, who has all the information, to give his opinion on the matter. If he believes everything is correct and that you acted correctly, then there'll be no further complaints from me. Now, I see that Tiki Taka's security rating has increased; I hope it's improved compared to my case.
Thank you
Here, I think it's reflected how they offer me promotions to keep me depositing. I'll leave the assessment to your discretion. 
Dear Cule21,
In our previous message, we intended to highlight that on April 18, 2025, once your account was reopened, you could have initiated a withdrawal request. As a VIP player, you also had the option to notify your VIP manager to assist you with your withdrawal once it was attempted.
However, you chose to play the amount instead of attempting a withdrawal.
And regarding the offer it was sent on April 27, 2025.
Once again, we would want to bring this to your attention that we have already paid all the deposited - withdrawal amount after reopening of your account.
We will wait for an update.
Kind regards,
TikiTaka team.
I am still in talks with the casino representative, will post further update once I receive the response.
In the meantime, with accordance to our Fair Gambling Codex, I believe the player should be refunded the original bet placed shortly before the first account closure, then all the deposits made after the reopening, minus any withdrawals and winnings made in the meantime.
This may sound unfair towards you, dear Cule21, so I will try to explain the reasoning: when closing the account due to the gambling addiction, Casino Guru believes speed is of the essence, and the account should be closed ASAP. Upon the account closure, any outstanding bets should be cancelled, and the bets refunded. As you should not be able to deposit and play anymore, in terms of fairness we also believe you should not be allowed to win or lose anymore.
However, in this case, if the casino decides to leave you with the winnings as a gesture of good will due to the way the whole matter has been mishandled, I would be very happy about it.
Hello again,
That's right, I made the withdrawal, but since it takes two days to be processed, and you can cancel it again before you can play it, I ended up playing it. I also contacted my manager via WhatsApp, but he didn't respond. In fact, communication is another issue I constantly encounter.
I understand your position, but in my opinion, it leaves much to be desired based on my own experience. Sometimes in life, you have to be self-critical and know how to recognize your mistakes. Not everything is fair. It's clear that casinos are there to make money. I won't be the one to say otherwise, and we gamblers understand that. But it's also clear that we must have some kind of control tool once we're done with our addiction and loss of control.
For my part, I leave the management to Matej and let him decide after analyzing the case if everything has been correct.
all the best
For my part Matej,
If they accept what you requested in good faith, I understand that the damages and losses would be compensated, plus the time I have had to invest in resolving the case in the form of emails, procedures, etc.
I eagerly await the answer.
greetings
Dear Matej,
We have replied to your email.
We will wait for your further updates
Kind regards,
TikiTaka team.
Thank you, I have sent a reply just now. I believe after this I will be able to post an update in the thread, as at this point we are still trying to agree on what has happened, why and how to proceed. However, we are moving forward and I hope this complaint can be resolved shortly.
Hello Matej,
We have responded to your email.
We will wait for your further updates
Kind regards,
TikiTaka team.
Hello,
I'm waiting for an update on this, to see if we can get this resolved.
thank you
Dear Cule21, after an extended e-mail exchange with the casino representative, here is where we stand right now:
I am glad to report that the casino realised the full extent of this issue and hopefully this case will serve as an example for the future reference, and internal processing changes will be made to avoid such problem again. I have emphasised the dangers of reopening a gambling addict's account, and it has been confirmed yours will never be reopened again, all the marketing communication has ceased and overall you will be safe in this regard going forward.
Monetary issue - the casino has allowed me to check your player history, alongside with the deposits and withdrawals made. During the time your account has been reopened (that we believe should not happen in the first place), your deposits were altogether 1,172.28 EUR. You have also received cashback bonus of 58,28 EUR and managed to withdraw another 500 EUR on 19th April. This, alongside of the refund of 556 EUR you have received after signing the waver, means there is only 58 EUR remaining, that Casino Guru believes TikiTaka should have refunded as well. However, since you have signed the waver, there is no longer any leverage I could use to persuade the casino to finish the refund, as legally you have admitted that you are OK with the paid sum and will not pursue the issue further. The casino may decide to send you the remaining 58 EUR as a goodwill gesture, but that is completely up to the management, and no longer applicable to this case.
In short - the account has been closed forever, majority of the money have been refunded and the little that was left, is non-enforceable.
Please, let me know if I am missing anything important, if you have any further questions or believe I have misunderstood some part of the problem and it still needs to be addressed. Thank you.
Hello Matej,
As you well know, the account was reopened, and it never should have been that way. Starting on April 18th, I continued receiving emails and messages on my phone offering promotions to keep me playing. This caused me to make more deposits, ultimately losing a large portion. After that, I had to spend about two weeks trying to contact them via chat, email, etc., to get a response. There was no way to reach anyone or get a solution. I had to invest many hours of my time to receive a response. In fact, as you know, they hadn't responded to you either. All of this caused me personal harm, and I had to invest a lot of time in the resolution. In fact, I had no choice but to accept the offer they made me, because it was practically impossible to contact them.
I understand what you're saying, and I think it's great that you want to change things. Tiki Taka is an excellent gaming platform. If they change small things, which I'm sure they will with all this, it's highly recommended.
In my specific case, I believe that certain aspects have been violated, such as player protection. I have only requested a refund in good faith, for an amount close to €300.
If they accept it, there would be nothing more to discuss. If not, I understand that they will not have wanted to take responsibility and my time will have been wasted.
Thank you for your understanding,
greetings.
Hello again,
Here you'll see that the bet I had open, my VIP manager told me that she would offer me options to withdraw the money, €335, which I spent after having reopened the account.
This is the amount I am requesting.
thank you.
Dear Cule21, thank you for the additional details.
Unfortunately, due to the aforementioned waver you have signed, I am unable to mediate any further reimbursements. It states you would not pursue the matter further, so anything else I could do, would jeopardize your agreement and it would be legally contestable. As I would rather see you safely keeping the refunds you have already received, I will not pursue this matter further.
Due to the aforementioned reasons, and since you are not satisfied with the outcome, this complaint will now be marked as "rejected". Thank you for your understanding, and I am very sorry we could not be of more help on this occasion.
