TikiTaka Casino - El jugador aún no ha recibido las ganancias.

Waiting for 3 withdrawals of 500 EUR since 28/5 and worried. Can somebody tell me what to do?

Dear Josephineeee,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Its been two weeks now. What can I do? Waiting since 28/5.

Dear Josephineeee,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Josephineeee,

We are extending the timer by 7 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.

Hello, thank you for following this up.

i have been asked to provide documents such as proof of identity, bank account and debit card for the verification process. After submitted everything properly and accurately - everything was correct - only one of the three documents was approved and suddenly, with no reason, no explain, my account was closed and my balance of €3.000,25 was taken from me. What do i need to do to get my money back? I have proof that the funds are in my account! I can not login anymore.

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

Have you made any successful withdrawals before?

Did you play casino games or bet on sports?

Did you accumulate your winnings with or without an active bonus?

Could you please confirm whether the casino has provided you with any specific reason for closing your account and confiscating your balance?

Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Hi Dominika. I just sent it to your email

Dear Josephineeee, did you provide truthful and accurate information during your registration, and were you able to successfully verify this information during the KYC process?

Did you only use payment methods that are registered in your name when depositing or withdrawing funds?

Yes, I provided truthful and accurate information during my registration.

I have only used payment methods that are registered in my name — exclusively bank transfers — for both deposits and withdrawals.

Everything was done properly and in accordance with the casino’s terms.

Thank you very much, Josephineeee, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear Josephineeee,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite TikiTaka Casino representative to join this conversation.

Dear TikiTaka Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

Unfortunately, the player did not pass the verification process. And there is no active balance or any pending withdrawals in the account.

Kindest Regards,

TitiTaka

Your response claiming that I did not pass the verification process and that there is no active balance or pending withdrawal on my account is completely unacceptable and factually incorrect. I have provided all the necessary documents in a timely and proper manner, including valid identification, proof of address, and payment details. At no point was I informed that anything was missing or insufficient, nor was I given any opportunity to correct or clarify anything — which is a basic requirement of fair verification procedures.

Furthermore, I have clear evidence that a balance of €3,000.25 existed on my account and that a withdrawal request was made. For you to now claim that no funds exist, without providing a single concrete explanation or notification at the time, is highly suspicious and raises serious concerns regarding the transparency and legality of your practices.

Withholding funds without proper justification, and failing to communicate with the customer during the verification process, may amount to a breach of contract, bad-faith behavior, and potential financial misconduct. This kind of treatment undermines trust and can have serious reputational and legal consequences for your platform.

Unless my full balance of €3,000.25 is paid out promptly, I will escalate this case further — including filing formal complaints with your licensing authority, submitting full documentation to watchdog platforms, and taking appropriate legal action in the relevant jurisdiction. I sincerely hope it does not come to that, but I will not accept the disappearance of my money without due process or transparency.

@Mirka can you follow up?

Dear TikiTaka Casino,

Please provide explanation, why the player's verification process was not successful, and send me supporting evidence to miroslava.d@casino.guru.

Dear all,

Thank you for your patience.

We are currently collecting all relevant evidence related to this case and will be sharing it with Casino Guru via email shortly.

Kind regards,

Tiki Taka

Dear TikiTaka Casino,

I will be waiting for your email.

We are extending the timer by 7 days. If the casino fails to provide explanation in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mirka,

I have sent you all the information regarding the case via email.

Kindest Regards,

TikiTaka

Dear TikiTaka Casino,

I've received your email, which contained explanation, however, it was lacking evidence of the claims. To be able to fairly assess the situation, please send me supporting evidence of the mentioned violations.

We are extending the timer by 7 days. If the casino fails to provide evidence in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mirka,

Thank you for your message.

Kindly refer to our follow-up email, where we have attached the relevant evidence for your review.

Best regards,

Tikitaka Casino Team

Dear TikiTaka Casino,

I sent you an email, please check your inbox.

Thank you for your cooperation,

Dear Mika,

I have replied to your email.

Kind Regards,

Tiki Taka

Dear TikiTaka Casino,

I have sent you an email with additional questions. Please check your inbox.

Thank you.

Dear Mirka,

We would want to inform you that we had replied to your email on August 6, 2025.

We apologies we missed to inform on this thread.

We are still waiting for your update.

Kind Regards,

Tiki Taka team.

Dear Josephineeee,

Could you please specify, how much you deposited in the casino?

Thank you.

Hi Mirka I just answered by an email.

Hi Mirka,

I just sent you an email with an overview.

Dear TikiTaka Casino,

I sent you an email. I will give you 7 days to provide us with a reply.

Thank you for your cooperation.

Dear Mirka,

We will reply you as soon as possible.

TikiTaka

Dear Mirka,

We have just replied to your email. After reviewing the activity on the account, we can confirm that the customer has withdrawn more funds than they deposited over the lifetime of the account. Therefore, there has been no net loss.

Total Deposits: €4,000

Total Withdrawals: €4,213

On this basis, we are unable to approve any further refund request.

TikiTaka

Dear player,

Thank you for your responses and for clarifying the situation.

We understand that the name discrepancy may have occurred due to inexperience, and we appreciate your honesty. However, online casinos are required to strictly verify the identity of their players to comply with anti-money laundering and responsible gambling regulations. This means that all personal details provided during registration must exactly match the information shown on official identification documents.

Furthermore, please check our Fair Gambling Codex, which contains the following recommendation:

Only use your own name and correct personal details (address, contact information, etc.) when creating a casino account.

Unfortunately, registering an account using a nickname instead of your official first name—even if unintentionally—can be considered a violation of the casino’s terms and conditions. Since there is no official documentation to verify the name "Pien" as an accepted form of your legal name, the casino is within its rights to block the account and deny both the deposit and the winnings.

While we understand that this may be disappointing, we must respect the casino’s decision in this case. For future reference, we recommend always using your full legal name as shown on your ID when registering at online platforms.

Thank you for your understanding.

Best regards,

Mirka