TikiTaka Casino - Player’s account has been closed and reopened.

Dear casinoguru,

At 18 of December 2024 I requested to tikitaka casino to close my account immediately via chat, due to gamble addiction. They closed it and they send me confirmation mail. After 1 month they reopened my account (unbelievable) and they send me promotions and bonus. I spend 670 euros since then. I want my money back, as my account should be Perma closed. They violated their responsible gaming rules. I need someone to help me solve this.

Thank you

Dear Kavourdoukos33,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TikiTaka Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please forward the request for account closure and the confirmation you received from the casino about your account closure?
• Could you please explain whether you needed to contact the casino for your account to be reopened? Could you please describe in more detail the process of reopening your casino account?
• Is your casino account currently closed?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your patience.

I went over the evidence you provided.

• Did the casino respond to your request for a refund due to failed self-exclusion?

Dear Tomas, no the casino didn't respond to three mails I have sent

Thank you very much, Kavourdoukos33, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) 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.  

Hello Kavourdoukos33, 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’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? I would also appreciate if you can provide us with any and all relevant evidence regarding the bonus offer to an account holder who has self-excluded before. Any and all relevant or sensitive information can be also sent to me directly at matej.l@casino.guru.   

Thank you for your patience and cooperation in advance.

Dear Matej, you may set the case closed. We settled the issue with the operator.

Thank you very much for your assistance

Dear Kavourdoukos33,

I am glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Matej

Casino.Guru