TikiTaka Casino - Player’s self-exclusion request is delayed.

Registei-me neste casino e em determinado momento pedi a autoexclusao por não estar a conseguir controlar os gastos. Os termos e condições do casino indicam que o fazem em 24h. Na área de cliente não há qualquer opção para que o possamos fazer autonomamente, quer temporária, quer definitivamente.

Pedi, conforme indicam, por mail, a 09/03/2025. Até hoje nada foi feito. Por mail não respondem. No chat não podem resolver, apenas repetem sempre a mesma informação que vão encaminhar, pedem desculpa pelo incomodo e pedem paciência, vão remeter ao departamento competente. Todos os dias mando mail e falo no chat. Não consigo resolver. E não consigo controlar a utilização do casino...

Dear Trixinha,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing with the self-exclusion request.

To better assist you, could you please clarify the following:

• Could you specify the email address you sent your self-exclusion request to on 09/03/2025?
• Have you received any response from the casino, even if it was an automated one?
• Can you confirm if the casino mentioned any specific reason for the delay in processing your request?
• Has the casino provided any information about their process for handling self-exclusion requests, such as estimated timeframes or next steps?

Please feel free to forward any relevant communication, such as emails or chat logs, to my email at petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Bom dia,

Existe apenas um endereço de mail para todos os assuntos, inclusive no chat pedi um mail para fazer uma reclamação e o contacto é o mesmo, só dizem para colocar no subject RECLAMAÇÃO. support@tikitaka.com.

Recebi apenas 1 vez uma resposta, dia 10/3, à qual respondi 7 minutos depois. A partir daí nunca mais.

Não apresentam motivo nenhum em específico. Dizem que normalmente não é assim que funcionam, que os meus pedidos foram recebidos e estão em tratamento, que pode ser uma sobrecarga de pedidos de assistência de outros utilizadores e que vão encaminhar ao departamento responsável as minha preocupações... Nada mais.

Dear Trixinha,

Thank you for getting back to me. I can only imagine how frustrating and unfair this situation must feel. Before we proceed, could you please confirm if the following timeline is correct?

• Around March 9th: You sent an email saying:

"Not being able to control spending."

• Later on the same day: You followed up with:

"Close this account."

"I want self-exclusion, I've already spent too much money on little."

• March 10th: The casino responded, saying that if you wanted to close your account, your balance would be confiscated.

If this matches your experience, please let me know.

To be completely honest, I find it deeply troubling that a casino would even suggest taking your remaining balance simply because you asked for help with responsible gambling. This is not how player protection should work. A self-exclusion request should be taken seriously, not used as an excuse to withhold your funds. It makes absolutely no sense, and I genuinely don’t understand what gives the casino the right to make such a demand.

• Also, could you please tell me when you made your last deposit with this casino? This information will help us fully understand the situation and push for a fair resolution.

You are not alone in this, and I truly appreciate your patience while we look into this together.

Looking forward to your response.

Infelizmente, hoje fiz.

Todos os dias peço para fechar a conta porque por muito que eu queira e tenha consciência que não posso continuar a jogar, continuo a fazê-lo e a gastar dinheiro.

Thank you very much, Trixinha, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej (matej.l@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Trixinha, 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.  

Thank you for your patience and cooperation in advance.

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.