TikiTaka Casino - Player’s winnings have not been credited.

I deposited £60 played 2 blackjack hands. Won the first one and was only a profit of 4 pounds because of the sidebets. My balance did not update. I thought maybe it would after a few mins. Went back to play another blackjack hand and even though I lose the hand, I won £65 on having a coloured pair which I had £5.

My balance still didn’t get updated. I contacted support and gave the game id etc.. they said they would investigate.

like how does your money just disappear like that

Dear Gary23,

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 and bet? 
• Has this bet and its result been recorded in your game history?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina, thanks for your reply.

I literally deposited and tried to play a hand on casino Holdem but my bet got rejected so I decided to try on speed blackjack 1. I placed a 14 pound bet and made 4 pound profit as I had side bets on as well. The balance didn’t update so I thought maybe it would in a few mins. I tried to play casino holdem again but my bet got rejected. Then 5 mins later went to play on speed blackjack 2 and placed a 42 pound bet, I lost the hand but had 5 pounds on coloured pair which came in and that should have returned 65 pounds. On my game history it just shows as a bet but not a win

please see attached. As you can see it’s on their side

Thank you very much for your reply, Gary23. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes on chat and by email. Just keep getting the same replies. Obviously they acknowledge that the problem is with them.

I apologize, Gary23, but if the win wasn't recorded in your game history, our options are limited. However, you can always contact the game provider and possibly a licensing authority as they have more advanced tools and options to help players in similar situations.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.