The player from Germany won €800 but faced account lockout and canceled withdrawal due to unimplemented self-exclusion requests. Despite previous successful withdrawals, the casino now requires additional verification documents and has stopped responding to inquiries since 09/04/24.
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.
Case opened
Current status
Waiting for Casino Guru to reply
4d 8h 53m 53s
Case summary
3 days ago
Public
Public
4 days 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.
Automatic translation:
Public
Public
3 days 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
Public
Public
3 days 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.
Automatic translation:
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
