The player from Germany, diagnosed with a gambling addiction, sought support after losing over 20,000 euros at tikitaka.com. Despite having self-excluded through OASIS in January 2023, the casinos continued to allow her access, which resulted in significant losses and ignored requests for refunds and transaction overviews. She inquired about legal steps to recover her deposits and actions against the casinos for operating without a proper license. The Complaints Team concluded that the casino had acted appropriately by blocking her account after she reported her gambling issues. However, it was stated that assistance could not be provided for cases involving casinos lacking proper licensing, which led to the rejection of her complaint.
TikiTaka Casino - Player requests support after significant losses and account issues.
Amount: €20,000
TikiTaka Casino
Safety Index:Below averageSafety Index
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5.7
TikiTaka Casino has a Safety Index of 5.7, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Dear Sir or Madam,
I am reaching out to you because I am experiencing significant problems with the online casinos tikitaka.com. Besides financial losses, my gambling addiction is at the forefront, which is why I urgently need your support.
I have been diagnosed with a gambling addiction, and I voluntarily took steps to block myself through OASIS in January 2023 to protect myself from further harm. Unfortunately, the temptation was too strong, and in the past six months, I have lost over 20,000 euros at the aforementioned casinos. During this time, I was emotionally and mentally overwhelmed – my mind was shut off, and I kept depositing money without having control over my actions.
I have already contacted these casinos multiple times since December, requesting them to refund my losses. I have also asked several times for a detailed overview of my deposits and withdrawals. However, all my requests have been ignored. Instead, I was repeatedly referred to their general terms and conditions without my concern being seriously reviewed.
Additionally, I have already spoken with my banks seeking support. Unfortunately, they could not assist me further. Most of the deposits were made via my credit card or instant transfer. Sadly, it is no longer possible for me to accurately trace which casino received deposits from me and how much.
This situation is incredibly embarrassing for me, and I am very ashamed of my behavior. Nevertheless, I see no other option but to take this step, as I have no other way to get support. Attached, you will find an overview or excerpt regarding my block with OASIS as proof.
These providers seem to be operating without a German license, yet they specifically offer their services to German players. The fact that I still had access to these platforms despite my block with OASIS is highly problematic and, to my knowledge, violates current laws.
I urgently request you to review my complaint and let me know:
1. What legal steps I can take to request the refund of my deposits.
2. Whether and how you can take action against these providers.
3. What my chances of success are in this case.
I am willing to provide you with all necessary information, evidence, and correspondence. I hope for your support to break this vicious cycle and take legal action against these providers.
Thank you for your help.
Sincerely,
Automatic translation:
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2 months ago
Dear Nadine02687,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand OASIS scheme is mandatory for operators licensed in Germany exclusively. Operators licensed under different licensors don't fall under the scheme.
If you want to be protected from further gambling in an online casino not participating in OASIS, you'll need to request a permanent self-exclusion due to gambling problems in an online casino where you have an open account. If you inform online casinos of your gambling problem and the casino fails to protect you, we may assist you in requesting a refund.
Please allow me to ask you a few questions, so I can better understand the situation.
Have you informed TikiTaka Casino of your gambling problems?
Has the casino blocked your account as a result?
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Dominika
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2 months ago
Translation
Hello,
Yes, but only after I realized what happened.
Would you still like to receive an email?
Automatic translation:
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2 months ago
Dear Nadine02687, is your casino account still open, or has it been blocked?
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2 months ago
Translation
Hello, after I brought this to their attention, the account is no longer accessible to me.
Automatic translation:
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2 months ago
Dear Nadine02687,
We believe the casino should offer a mechanism of self-exclusion due to gambling problems. Once you inform the casino of your gambling problems the casino should act to protect you from further play by disabling your account. According to your description of events, the casino acted accordingly after you informed them you needed protection.
Regrettably, at Casino.Guru, we do not pursue cases where a refund is requested due to a casino missing a particular license. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casino database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.
In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.
Unfortunately, based on the information received thus far, we will not proceed further with this case. I sincerely apologize that we couldn't offer more assistance in this matter.
Please consider taking advantage of the following resources related to responsible gambling:
If you have accounts open in any other online casino not covered by OASIS I would like to call your attention to our Self-Exclusion Assistance Tool
https://casino.guru/global-self-exclusion-initiative/assistance-tool
This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here
https://casino.guru/global-self-exclusion-initiative
and about BetBlocker here
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link
https://casino.guru/problem-gambling-help-centers
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
