Tiki Casino - La cuenta del jugador está siendo revisada.

Hi, I signed up last week, made a deposit, and played live roulette. I'd like to start by saying I wanted a sports welcome bonus, but I wasn't granted one. So, I played my deposit at the casino and requested a withdrawal of €200 (€150 deposit + €50 winnings). Today I discovered that not only was my deposit canceled for no reason, but I can't even access my account, which is listed as "under review." The review isn't specified, as no one asked me anything about KYC. I just emailed their support team, but as usual, they don't know anything in the chat.

What can I do? Thank you.

Salve, mi sono iscritto settimana scorsa, ho versato e giocato il deposito alla roulette live. Premetto che avrei voluto un welcome bonus sport ma non mi è stato concesso...pertanto ho giocato il deposito al casinò e ho fatto domanda di prelievo di 200 eur (150 deposito + 50 di vincite). Oggi scopro che non solo il deposito è stato annullato senza motivo ma che non posso neanche accedere all'account che risulta "in fase di revisione". Revisione non specificata visto che nessuno mi ha chiesto un bel niente per il KYC. Ho mandato poco fa una mail al loro supporto visto che come al solito in chat non sanno nulla...

Cosa posso fare? Grazie

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Tiki Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, I wrote to your email address, sending screenshots and the information you requested. Thank you.

Salve, le ho scritto all'indirizzo email mandando screenshot e le informazioni che mi ha richiesto. Grazie

Good morning, I haven't received any updates...the site hasn't responded, they say they're still reviewing.

Buongiorno non ho più avuto aggiornamenti...sul sito nessuna risposta dicono che stanno ancora revisionando.

Hello davmas85,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear davmas85,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you davmas85 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Tiki Casino for their help in resolving this complaint. We would like to know what the issue is with the player's account and what we can do to help resolve this issue.

Thank you!

According to them, I had manipulated the casino's bets, violating some of their T&Cs. I therefore asked them to report the suspicious bets to me; since I can't access my account, I can't trace them. But this is 100% false, given that I made all single bets (i.e., selecting only one outcome for each bet at the gaming table).

Secondo loro avrei manipolato le giocate del casinò, infrangendo alcuni articoli dei loro T&C. Ho quindi chiesto loro di riportarmi le giocate sospette, non potendo accedere al mio account non posso rintracciarle. Ma è una falsità al 100% visto che ho fatto tutte giocate singole (ovvero selezionando solo un esito per ogni bet al tavolo da gioco).

Dear davmas85,

Thank you for reaching out.

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

-using the Website for commercial purposes or in someone else’s name or interest;

-engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

-colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

Kind Regards,

TikiCasino Team

Thank you for the update Tiki Casino representative. Would it be possible to provide me with evidence of fraudulent activity? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Thanks, I've received the exact same copy-and-paste response several times, but never a report of my bets. I've probably placed about ten bets on live roulette, betting on odd/even, red/black, etc., etc. I've NEVER placed multiple bets on opposing outcomes, so I really don't understand what the fraudulent activity would be. Also, since I'm making mirror bets, it's hard to see how I could have made a profit of €50...

Grazie, ho ricevuto la stessa identica risposta copia-incolla svariate volte, e mai un resoconto delle giocate. Avrò fatto una decina di puntate alla roulette live, scommettendo su pari/dispari, rosso/nero, ecc ecc. MAI giocate multiple su esiti opposti, quindi proprio non capisco quale sarebbe l'attività fraudolenta. Anche perchè facendo giocate speculari non si capisce come avrei potuto vincere un profitto di 50 eur...

Dear all,

We would like to kindly inform you that we are in contact with our relevant team regarding the matter and we will have updates for you at the nearest time.

Thank you for your patience.

Kind regards,

TikiCasino Team

Dear All,

We are currently awaiting a response from the relevant department.

Please be assured that we have followed up with them to expedite the process and ensure a resolution as soon as possible.

Thank you for your continued patience and understanding.

Kind Regards,

Tiki Casino Team

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.

Clearly no answer from the casino because there are no evidence of anything

Dear Peter,

We kindly inform you that we have sent to you an e-mail regarding player's case. Please, kindly check.

Thank you for your cooperation.

Best regards,

TikiCasino Team

Thank you for providing me with the information Tiki Casino representative.

Dear davmas85, your account is under review due to your sports betting activities. Unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint. Thank you for your understanding. If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter