TikiTaka Casino - Player’s account remains open despite self-exclusion request.

Hi I had requested self exclusion from the casino on 4th September and under their responsible gambling policy it states this will be completed within 24 hours. They emailed me for the reason and this was given although they now state they never received it. I have the email that I sent to them. The account was never closed. I made deposits on 29th October not realising I had previously asked this casino to self exclude me. I have requested refunds of my deposits as the account should have been closed per my request in September to which they have since replied that in their terms and conditions 6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet. This condition would not have applied had they acknowledged their own t’s and c’s and closed my account when I requested self exclusion. With this in mind I should not have been able to make deposits and have asked for these to be refunded which they have denied. Please help

Hello Calster03,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hi I asked to be self excluded for at least one year minimum, they then came back and asked what reason and I stated that I was not having fun anymore and that there was better things to be spending my money on, they stated that they never received my reply but surely the fact that I asked to be self excluded should’ve been acted upon. I have the initial email where I asked to be self excluded and the email I sent them telling them the reason why which they stated they didn’t receive

Hi Nick I have the emails that I sent off to the casino if they are any help?

Hello Calster03,

Please forward the communication between you and the casino to nikolas.b@casino.guru.

I would like to point out again, if you did not mention gambling issues or addiction to the casino, they are not obligate to self-exclude you and a simple account block may be lifted at any time by the player.

Looking forward to your response.

Regards,

Nick

The emails have been sent across to you, thanks

Hello Calster03,

Unfortunately, none of the conversations indicate any mention of gambling addiction or related issues. If you only express that you’re not enjoying yourself, the casino may even offer bonuses to encourage you to continue. For a self-exclusion request to be effective, it’s essential to specifically mention a gambling problem.

Since the initial request did not specify this, we are unable to enforce any refund of your deposits. If your account is still open, please submit a self-exclusion request again, clearly stating that the reason is due to addiction.

We will need to close this complaint for the reasons outlined above. However, if the casino does not exclude your account after a properly submitted request, please reach out to us again.

Best regards,

Nick