The player from Germany had won €800 but faced an account lockout and canceled withdrawal due to unimplemented self-exclusion requests. Despite having made previous successful withdrawals, the casino had required additional verification documents and had stopped responding to inquiries since 09/04/24. The issue was resolved when the player eventually received the money in her wallet account after setting up a crypto wallet, following the casino's demands. The complaint had been marked as 'resolved' by the Complaints Team.
TikiTaka Casino - Player’s account is closed due to self-exclusion and the withdrawal is delayed.
Amount: €800
TikiTaka Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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1 month ago
Translation
On 09/03/24, I won €800.
Previously, I managed to withdraw a €100 win to my credit card without any issues.
Before this win, I had frequently requested self-exclusion, which was never implemented.
I was able to make several more deposits, and even after the win, I withdrew the €100 without any problems.
Then, when I won the €800, the withdrawal was canceled and my account was locked. Upon inquiry, they said it was due to the self-exclusion.
I repeatedly asked about the withdrawal. They asked for additional verification documents, but since 09/04/24 I have not received any response.
Despite multiple requests, they refuse to reopen my account and my funds are not being paid out.
Furthermore, they are no longer responding to emails.
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1 month ago
Dear Sonnenschein77,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
When exactly did you request self-exclusion for the first time? Please forward me the account closure requests you sent to the casino at veronika.l@casino.guru.
How many self-exclusion emails did you send to the casino? Has the casino replied to any of your messages and requests?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
Hello,
I have sent them emails.
Thank you very much for taking on my case.
Unfortunately, I can no longer find the emails where I asked for self-rejection
But they were definitely in August.
They were never answered and ignored.
Only when I won the 800 € was my account immediately closed.
When I asked for it to be reopened, they said it wasn't possible because I had applied for it myself.
They kept making me deposit until I won.
They received all the verification documents and said they wanted to make a manual transfer.
Since then I have asked almost daily and I have received no response at all.
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1 month ago
Thank you for your emails. Could you also forward me the communication between you and the casino requesting verification of your account? Also, kindly include the emails where the casino mentioned that your account cannot be reopened because you applied for self-exclusion. My email address is veronika.l@casino.guru. Thank you.
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1 month ago
Translation
Hello,
I sent them emails.
The statement that my account cannot be reopened was in the chat.
There I was sent a form which I had to fill out so that my account could be reopened.
I have also sent this to you by email.
But since then I haven't received any emails or replies.
I filled out the form and sent it by email, but even today I still can't log in.
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1 month ago
Translation
Hello,
I received an email for the first time today.
However, only a reaction to a reopening.
The payout is completely ignored.
And my account will not be reopened.
I have forwarded the email to you
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1 month ago
Thank you for your email.
Could you please specify how many deposits you made to the casino after you requested to be self-excluded? What were the exact amounts of the deposits you made?
How much money did you withdraw from the casino successfully?
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1 month ago
Translation
Hello.
There were around 10 deposits, always around 50 euros.
I withdrew 100.00 Euro
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1 month ago
Thank you very much, Sonnenschein77, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 month ago
Hello Sonnenschein77,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear TikiTaka Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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1 month ago
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.
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1 month ago
Translation
As of today, they have finally responded again in the last three days regarding identification and proof of Paysafe.
I have sent absolutely every screenshot I can take and they keep rejecting it.
Although I have already received a payout of €100 to my credit card, they are hanging on to Paysafe and do not accept anything.
I really don't know what else to send
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4 weeks ago
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Now they suddenly want confirmation from a crypto wallet.
Although I have never paid in anything like that...
Now it's starting to get outrageous.
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4 weeks ago
Dear Sonnenschein77,
Do I understand correctly that for the payment, the casino requires a confirmation of your deposit from a crypto wallet, but you have never deposited with a crypto wallet?
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4 weeks ago
Translation
Yes, exactly.
I don't even own anything like that.
Now at least they have stopped asking about Paysafe
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4 weeks ago
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There was still Paysafe
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3 weeks ago
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They're crazy.
If I don't have one, I should create one.
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3 weeks ago
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So, my Revolut account can crypto.
I have sent two links where you can pay.
Let's see what happens next
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2 weeks ago
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Current status:
The payment was cancelled again.
Now I have set up a wallet.
Informed me about crypto..
Sent to different addresses..
And.. again NOTHING
No answer and no reaction.
I have never experienced such a bad casino.
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2 weeks ago
Translation
I actually received the money in my wallet account today.
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2 weeks ago
Dear Sonnenschein77,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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,
Michal V
Casino.Guru
