TikiTaka Casino - Player's bonus winnings are delayed.

Hi,

As a depositing player you can reach out to live chat once every 24 hours to be awarded 20 free spins for 5 days as a welcome bonus.

The first time I opened chat there was over 100 players in the queue so id wait and eventually after being disconnected once I was at the front of the queue but eventually I would receive the free spins and at the end the winnings would be instantly available and show on my balance/credit. Great.

On the 14th October I spoke to Greg from live chat who added 20 free spins to my account for the game "Merlin and the Ice Queen Morgana".

I played these free spins and 4 spins were a win for amounts of £1.40, £1.60, £4 and £1.20 totalling £8.20. The game refreshed and no money was available. I waited and reached out to live chat. First advisor said it can take up to 24 hours which was later confirmed that's not true. I was being told to check my game history (which was showing no game history at all due to a glitch on the casinos side and did not appear until an hour later which shows previous gaming on 10th October which is and it shows the 20 free spins played out. Correct. I then emailed the support team and all I keep being told is the £8.20 was added to my account and I had ran the credit down which is impossible because I did not receive the £8.20!

There is no gaming history showing, I'm just being told the same thing over and over and because at first the small amount I can live without in the end I just wanted to know exactly which game I ran the credit down on as I bet 10p per spin so that amount couldn't possibly be spent so quick. They have ignored me, can't tell me what game I apparently played and they do not respond to that question. Live chat said he would be few minutes getting the info came back and said it couldn't be given out on chat. Email support and they can't answer that question but can constantly tell me I've played the amount.

There is no game history showing after the free spins I've asked them to help and surely the game history would be showing? I can see all the others so I'm asking them to help me find a way to see the history but they can't. Advisors unable to see the credit at all on my account. Different information and so much wasted time.

I will fully accept if I'm missing something as

like I said I'm new but they refuse to help.

Id like to request the bonus amount, my deposits so far added as a credit for the way I've been treat and called a liar.

When a bonus is given all players receive an email notification confirming this which I received as normal.

If I load the game the free spins were awarded on it shows the free spins, I played the spins out just before 12:30. On my game history there is none showing after 9:15pm. I accept it may be a glitch so I have asked them to provide it and they can't.

I also have full email threads and chat transcripts.

Thank you

Dear rw456036,

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 provide your complete casino and game history?

Could you forward the email containing the bonus information?

Could you please share your communication with the casino regarding the free spins winnings? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

Dear rw456036,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear rw456036, could you please tell me what funds you used to play the Big Bass Bonanza game?

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.