The player from Germany faced an issue with the cancellation of her €500 withdrawal request due to a violation of terms related to bonuses, despite her prior communication with support indicating that she could withdraw her winnings. She asserted that her profits were made using her own money and sought her funds back. The Complaints Team noted that the player did not respond to requests for additional information, which led to the rejection of the complaint due to insufficient evidence to investigate further.
TikTak Bet Casino - Player's withdrawal has been canceled.
Amount: €4,000
TikTak Bet Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.2
TikTak Bet Casino has a Safety Index of 2.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
1 month ago
Translation
Hello,
I used my bonus on March 3rd, 2024 and my winnings were reduced to €250. I then wrote to support and asked if I could continue playing with this money and also withdraw the winnings. Support sent me an answer. I can now do whatever I want with this money. I requested a withdrawal of €500 on March 5th. My account has been verified. Today I received the following email: Dear Roswitha
We would like to inform you that your withdrawal has been canceled by the payments department and the amount of €3,510.79 has been removed from your balance due to the breach of the following Terms & Conditions:
58.3.3 All free spins, free bets, bonus chips are valid for a period of 7 days from the time when they are credited to the players' account. After the period of 7 days the mentioned promotional materials expire and are not claimable or refundable. Max winnings from Cashback / Loyalty Bonus are limited to five (5x) times the initial amount of Cashback Bonus given. Any winnings above that will be forfeited. Max winnings from season/special promotions (including, but not limited to, Christmas Bonuses, Easter Bonuses, Halloween Bonuses) for 200% and above Bonus threshold, are limited to four (4x) times the initial deposit amount. Max winnings for bonuses between 150% - 199% bonus threshold, are limited to eight (8x) times the initial deposit amount. Max winnings for bonuses between 120% - 149% threshold, are limited to ten (10x) times the initial deposit amount. Max winnings for bonuses between 100% - 119% threshold, are limited to fifteen (15x) times the initial deposit amount. Max winnings for bonuses between 25% - 99% threshold, are limited to twenty (20x) times the initial deposit amount. Any winnings above that limits will be forfeited.
Lastly, kindly note that 250€ are available on your account.
If you have any questions or require further clarification regarding our terms and policies, please do not hesitate to contact our dedicated support team.
Why and on what bonus basis have my winnings been cancelled? I have not used any other bonuses!!! I made this profit with my money and now I want my money back immediately!!!
I then wrote to the casino and also provided your own answer from March 3rd. Now I got this answer:Dear Roswitha
Thank you for contacting us.
We understand that you may be disappointed with the outcome of the decision made by the relevant department.
Please be informed that our decision is final and was made in accordance with our terms and conditions.
We would like to inform you that our Terms and Conditions are approved and authorized by the licensing regulator, aiming to ensure that all gaming activities are carried out in a socially responsible manner.
Kind regards
The Customer Support Team
I find this all highly dubious!!! I hope for your support.
Automatic translation:
Public
Public
1 month ago
Dear Roswitha74,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please send me a screenshot or a link to the bonus you activated and played with?
Could you kindly specify how much money you won after you finished wagering your bonus? Has this amount been reduced to 250€ right after finishing the wagering requirements?
Has your money been transferred from bonus balance to real-money balance?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Hello Veronika,
I wagered my bonus on March 3, 2024 and my winnings were reduced to €200. €682.99 was deducted from me. I then wrote to support and asked if I could carry on playing with this money and also withdraw my winnings. Support sent me an answer (see attachment). I can now do whatever I want with this money. I didn't use any more bonuses after that and yet €3,510.79 was deducted from me on March 7, 2025. Money was deducted from me twice for using a bonus!!! Why and on what bonus basis were my winnings now canceled? I didn't use any other bonuses!!! I made this profit with my money.
Automatic translation:
Public
Public
1 month ago
Translation
Hello Veronica,
Can I count on your help or should I contact another agency?
Roswitha
Automatic translation:
Public
Public
1 month ago
I apologize for the delayed response; I was on vacation.
Could you please provide the exact name of the bonus you activated and played with? If possible, a link or a screenshot of the bonus would be very helpful.
Additionally, could you kindly send me a screenshot of your bonus history? This will allow me to verify if you activated any other bonuses after you wagered the first one.
Thank you for your patience and cooperation.
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Hello Veronica,
This is the bonus I used:
Our 200% Reload Bonus up to €100 and 300 Free Spins on "Gates of Olympus" are still up for grabs, and guess what?
You can claim BOTH TWICE !
Unfortunately, I can't find any bonus history in my account.
However, I can assure you that I haven't activated any other bonuses after this one. I also have confirmation from support.
Thank you for your efforts.
Roswitha
Automatic translation:
Public
Public
1 month ago
Could you please request the casino to send you the gaming history from March 3rd, when you activated and wagered your bonus, up until the moment when your winnings were capped for the second time? Please ask for this file to be provided in Excel format.
Once you receive the file, kindly forward it to me at veronika.f@casino.guru.
Thank you for your cooperation.
Public
Public
1 month ago
Translation
Hello Veronica,
The casino is taking its time. I have to fill out forms and provide different information each time. They say it's because of data protection. I'm asking for an extension.
Roswitha
Automatic translation:
Public
Public
3 weeks ago
Thank you for letting me know. Please forward me the Excel sheet with your gaming history as soon as you receive it. Thank you for your cooperation.
