TikiTaka Casino - Player's winnings have been delayed.

Dear Casino.guru

I'm writing you this e-mail in regards my game play at Tikitake3.com

I've done a bet on blackjack and won 690,37 but the winnings have not been received.

I have confirmed by livechat on Evolution Gaming and they shared the results with Tikitaka3.com under a ticket number. Livechat Tikitaka keep saying they are working on it (since 30-01-2024) and that i will receive a reply within 1-2 hours from the finance department (missing win department) but still nothing heard…

I dont believe my money will ever come.

can you get in touch with them.

therefore i cant confirm if they have a casino license.

Dear Trustwaarde,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you only experienced this once with one specific game? 
• Could you please advise if this bet is recorded in your game history?

Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Kristina,

hereby;

Do I understand correctly that you only experienced this once with one specific game? 

Yes, with 1 specific round

Could you please advise if this bet is recorded in your game history?

Is recorded in the evolution bet history, clearly says i won the game, also a ticket from evolution gaming made and they shared the results with the casino on 30th

Dear Kristina,

As per today still no update from there end.

Thank you very much for your reply, Trustwaarde. Could you please forward all the relevant communication between you and the casino and your game history to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

email have been sent

As per today no update yet.

As per today no updates.

My account got locked now for no reason:

Dear "Name" ,

Thank you for contacting our Customer Support team. 

 I was able to locate your account, however I can see that it was closed on your request without the possibility to be reopened.

If you have additional questions, please feel free to contact us via email support@Tikitaka.com or via Live Chat.

Yours sincerely,

Customer service

Have sent the e-mail to you.

Could you please advise if you had any remaining balance in your casino account before it was closed?

Dear Kristine

no balance, only waiting missing win.

Got this response

Thank you for contacting our Customer Support team. 

Kindly note, that as per the administration's decision, your account was closed.

If you have additional questions, please feel free to contact us via email support@Tikitaka.com or via Live Chat.

Yours sincerely,

Customer service

if i ask the reason nothing will be said

Thank you very much, Trustwaarde, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Trustwaarde,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite TikiTaka Casino to join the conversation.

Dear TikiTaka Casino,  

I would appreciate your clarification regarding the prolonged duration of the unresolved issue concerning the player and the untransferred winnings. While I recognize your authority to close player accounts at your discretion, it is essential that any outstanding financial obligations are addressed. If there are specific details related to this case that cannot be disclosed publicly, I kindly request that you send them to me at michal.k@casino.guru.

Dear Michael,

Than kyou for your prompt response.

Do they even reply on cases as i've seen they never answered on similiair cases (or do you guys even have contact with them)?

Dear Trustwaarde,

Unfortunately, I have yet to hear back from TikiTaka Casino. I will persist in my efforts to contact them.

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.

Dear Trustwaarde,  

I would like to share an update regarding the situation. I have heard back from the casino team, and it appears that they have already taken steps to resolve the issue. They are expected to provide their official response shortly. However, I was informed that the disputed blackjack winnings of €690 were credited to your account on January 17. Unfortunately, these funds were subsequently depleted due to further gameplay by you on January 18, but it is important to note that the winnings were indeed credited to you.

Dear Michal,

Thank you for your response.

I'm sorry i haven't informed you earlier.

I have mentioned to the casino to bounce the money from the missing wins to my bank account but the casino representive didn't listen.

I had multiple times in the tickets clear told this, but they refused it.

Dear All,

Thank you for contacting us.

Please be advised that, following our investigation, we credited €690 to the customer's account on January 17, 2025. Subsequently, based on the customer's betting history, he used the entire balance. The customer also made multiple withdrawal requests in his account but canceled them later. As of today, there are no pending refunds, withdrawals, or winnings due to the customer. From our side, all obligations have been fulfilled.

All the relevant evidence was provided to Michal on 27/01/24.

Kind regards,

Tikitaka team

Dear Tiki,

Thank you for your prompt response!

How do you declare all the livechat notifications from your agent that the withdraw request would be paid out manually ?

the initial request was also to pay out to bank

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.

Dear Trustwaarde,

This may have occurred due to a misinterpretation of information by our agent. We apologize for this; however, we fulfilled all our obligations by adding the specified amount to your account on 17/01/24.

Kind regards,

Tikitaka team

Dear Tikitaka,

Thank you for your prompt response.

I have also mentioned in the initial request to bounce it back to my bank account

Your request (22682324) has been received and is being reviewed by our support staff.

If you are a loyal casino you agree the mistake from administation end and support end and proceed in refunding.

@Michal What is your opinion about this after all evidence?

thanks

Dear Tikitaka team,

Thank you for your response and the provided evidence.

Dear Trustwaarde,

As I have you informed via email, after reviewing all the information and evidence, I can confirm that the disputed winnigs of €690 were credited to your account on 17/01/24.

I understand that you requested this to be sent to your bank account directly, but as these were winnings from a game, the standard procedure is to credit the winnigs to your casino balance as real money. Once the funds are in your balance it is up to you what you want to do with them. You could have simply submitted a withdrawal and they would have been paid to you.

Since you decided to use them for playing and sadly fairly lost them, there is nothing that can be done here anymore.

When it comes to the misinformation from the live chat agents. It has come to my attention that you have contacted the casino live chat numerous times each day, over an extended duration. This frequency may have led to some confusion among the agents regarding your questions. While I cannot ascertain whether this was intentional, it appears that some agents may have provided inaccurate responses due to this situation, and to the likely scenario that they did not have the most current information regarding your account or funds at that time.

Nevertheless, although the whole situation is a bit unfortunate, you have received all the winnings you should have received, and I have not identified any valid grounds why or what the casino team should be refunding you for.

I understand this may not be the answer you were hoping for, but I’m afraid there is not much else to address.

I hope the situation has been sufficiently clarified. Please let me know if you need assistance with anything else or if I may proceed to close this case as addressed/resolved.

Dear Trustwaarde,

We are extending the timer by 3 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 Trustwaarde,

We hope this message finds you well. Since we haven't heard back from you regarding any further assistance, we believe the matter has been adequately clarified. You have received all the winnings you were entitled to, and there are currently no outstanding pending payments for you. Therefore, we must view this complaint as unfounded.

We regret that we cannot be of more help in this instance, but please feel free to reach out to us again should you encounter any other issues with this or another casino. We will try our best to assist.

Best regards,

Michal

Casino Guru