TikiTaka Casino - El jugador tiene un problema con su cuenta.

Dear Cule21,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Good morning,

I've submitted account closure requests on several occasions due to gambling issues. The most recent time was on April 15th due to addiction issues, as shown in the screenshot.

On April 18th, it was reopened for me because when I closed it, there was still a balance, and they told me that the only way to withdraw the amount was to reopen the account.

When I opened it, I gambled again and lost a lot of money... it's still open now and I sent an email complaining but they're ignoring me.

I attach an image with the email sent.

Buenos días,

He enviado en varias ocasiones solicitudes para cerrar la cuenta por problemas con el juego. La última vez, me cerraron la cuenta el día 15 de abril por problemas de adicción como se observa en una captura de pantalla.

El día 18 de abril me la volvieron abrir nuevamente, porque al cerrarla, aún había saldo y me dijeron que la única manera de poder retirar el importe....era volviendo abrir la cuenta.

Al abrirla, he vuelto a jugar y he perdido bastante dinero.. actualmente sigue abierta y he enviado un correo reclamando pero no me hacen caso.

Adjunto imagen con el correo enviado.

Hello again,

They keep sending me messages with new promotions, and I'm falling for it... they're milking players for their money, and that makes you lose all your money. Even though you've told them you have a gambling problem, I don't know what to do anymore... I'm losing a lot.

Hola de nuevo,

No paran de enviarme mensajes con nuevas promociones y estoy cayendo.. exprimen al máximo a los jugadores y eso hace que piernas todo tu dinero. Aunque les hayas dichos que tienes un problema con el juego. No sé qué hacer ya... Estoy perdiendo mucho.

Dear Cule21, please forward all original emails you sent or received regarding the account closure or reopening directly from your email inbox (no screenshots, only forwarded messages).

Is your casino account currently closed?

Hello again,

I've sent you an email with some account closure requests.

On April 15, I received a response requesting account closure due to gambling issues. On April 18, they reopened my account, and it's still open... I've lost another €1,000, and they keep sending me promotions and offers.

What do I do? Should I send another email requesting closure? Via chat... they don't want to close my account.

Hola de nuevo,

Te he enviado un correo con algunas solicitudes de cierre de cuenta.

El día 15/04 tengo una respuesta de cierre de cuenta por problemas con el juego. El día 18/04 me vuelven abrir la cuenta de nuevo y sigo con la cuenta abierta... He perdido unos 1.000€ más y siguen enviando promociones y ofertas.

Que hago? Envío otro correo solicitando el cierre?? Por el chat.. no me quieren cerrar la cuenta.

Thank you very much, Cule21, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Thanks to you, I sent them an email the other day and copied you. I haven't received a response to the complaint yet... have you received it?

Let's see if we're lucky, thanks.

Gracias a ti, el otro día les envié un correo y te puse en copia, no he recibido respuesta aún a la reclamación.. lo has recibido??

A ver si tenemos suerte, gracias

Hello Cule21, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. I have read through the e-mails you have provided, and it seems like the responsible gambling issue has been mishandled by the casino. However, I have tried to communicate with this casino in the past, and they never responded.

I’d like to invite a representative of TikiTaka Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? How is it possible to reopen an account of someone who just days prior stated having gambling addiction? From the evidence provided by the player this was very unfortunate turn of events, and after 15th April, the account should not have been re-opened ever.

Could you please close the account again, mark it as "closed due to gambling addiction, do not re-open ever" and confirm it in this thread?

Moreover, upon the account closure on the 15th April, all the outstanding bets should have been voided, and any remaining balance returned to the player. Unless you can provide us with any relevant evidence stating otherwise, the proper course of action would be to refund the player with whatever balance there was on 15th April upon account closure (including returned wagers from any outstanding bets) and any other subsequent deposit made by the player since the account re-opening (minus any withdrawals and winnings that have occurred in the meantime). Please, let us know how do you see this situation and if you agree with the above, or can suggest different resolution.  

Thank you for your patience and cooperation in advance.

Hello,

I just received an email saying they've closed my account, but they haven't commented on the claim.

I tried to chat with an agent, but he told me he had no authority.

Matej, it's very difficult to contact Tiki Taka when it comes to a complaint. I don't know what else we can do.

I hope you can help me, because they don't respond and I feel very cheated and wronged.

Thanks for everything.

Hola,

Acabo de recibir un correo diciendo que han cerrado mi cuenta, pero no se han pronunciado respecto a la reclamación.

He intentado hablar por el chat con un agente pero me ha dicho que no tiene potestad.

Matej, es muy difícil poder contactar con Tiki Taka cuando es por una reclamación, no sé que podemos hacer más..

Espero que puedas ayudarme, porque no responden y me siento muy engañado y perjudicado.

Gracias por todo.

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 Cule21, unfortunately there is nothing we can do about this casino, and I am glad they at least closed your account, and only hope they will cease with the marketing communication as well. This is more than what they usually do for the players - which is nothing.

I have tried to contact the casino repeatedly in the past, but had no success. Their representative ensured me they care about their rating and are going to resolve the complaints, yet nothing has happened and the score has been going steadily down with each new complaint submitted against them. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Another problem is, this casino has no ADR resolution procedure stated on their website, and since they are not even licensed, there is no Gaming Authority I could point you towards. TikiTaka Casino is a shady website, that is also reflected with its very low safety rating (that will be further decreased soon) and as such should not be used at all. However I would recommend the following:

• immediately block the number and e-mail address that sends you promo messages on your mobile
• install free app BetBlocker (https://betblocker.org/es/) that will keep you safe from gambling sites, available for both your desktop as well as mobile

This way you can be at least protected against further issues either with this website or many others, that are preying on the gambling addicted players. I am sorry I could not be of more help on this occasion.

Best regards,

Matej

We’ve reopened this complaint at the request of TikiTaka Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Matej,

We hope you find this message well.

We appreciate your decision to reopen the case and provide us with the opportunity to address this matter.

Upon reviewing this case we believe this case has already been resolved on May 15, 2025. 

We have included the documentation in the email, which confirms that the player consented to the refund amount of 556 EUR on May 14, 2025. Additionally, please note that the agreed-upon amount was processed and dispatched from our end on May 15, 2025.

We will be looking forward for your update!

Kind regards, 

Tikitaka team. 

Hello again Matej,

Indeed, on May 15th, I received a deposit for the issue raised in this thread. I consider the amount less than what I was owed, because at the time the account was reopened, I had €332, which I ended up losing. If I had received that deposit, I would consider the case closed. I understand that several errors were made, and I should be compensated for them and for the damages caused.

On the other hand, they made me sign a document stating that this agreement was confidential, so I couldn't say anything.

If you deem it appropriate, and once I have reviewed the email I just sent you, I would consider the case closed if I receive the remaining €332.

Thank you for your understanding.

Hola De nuevo Matej,

Efectivamente, el 15 de mayo recibí un ingreso de una cantidad por el problema que hay en este hilo. La cantidad, considero que es inferior a lo que me tocaba, porque en el momento que abrieron la cuenta de nuevo tenía 332€ que termine perdiendo, si hubiera recibido ese ingreso consideraría el caso cerrado. Entiendo que se cometieron varios errores y debía ser compensado por ello, por los perjuicios ocasionados.

Por otro lado, me hicieron firmar un documento conforme este acuerdo era confidencial, por eso no podía decir nada.

Si lo estimas oportuno, y una vez revisado el correo que te he mandado ahora mismo, por mi parte si recibiera los 332€ faltantes daria el caso por cerrado.

Gracias por la comprensión.

Thank you for getting back to us, dear Cule21! :)

I am already in talks with the casino regarding this situation, as I believe it has been mishandled in couple of crucial moments. Hopefully, they will agree to my proposition, and change the internal processes in the future, as this case has shown some major issues with player protection within the casino system.

Once I hear back, I will post an update in this thread, regarding the next steps. Fingers crossed!

Thanks Matej,

In the end, I had no choice but to accept the offer they made me, because according to what they told me in the emails, it was the only viable option. The mismanagement caused me personal harm and financial loss, in addition to everything that happened before…

I hope they reconsider and it helps future players. It's a serious issue, and I believe player protection policies should be properly utilized.

If there's any news or any compensation for my request, please let me know. I deeply appreciate your involvement in this case.

greetings

Gracias Matej,

yo al final, no tuve más remedio que aceptar la propuesta que me hicieron, porque según me dijeron en los correos era la única opción viable. A mi me ocasionó perjuicios personales y pérdida económica la mala gestión, aparte de todo lo sucedido anteriormente…

espero que recapaciten y sirva de ayuda para futuros jugadores. Es un tema serio y considero que hay que hacer buen uso de las políticas de protección al jugador.

Si hay alguna novedad o alguna compensación a mi petición, házmelo saber. Agradezco profundamente tu involucración en este caso.

saludos

Dear all,

Upon re-evaluating the Cule21's account, we would like to clarify that by reopening the player's account, our intention was to provide the player with the opportunity to withdraw the winnings to the payment method of their choice.

However, subsequent to the reopening of his account, the player engaged in gameplay rather than proceeding with the withdrawal. (The player's gaming history for the specified time period has been sent to Matej via email.) 

We have already refunded all the deposited - withdrawals after reopening = 556 EUR by May 15, 2025. 

Only after explaining to Cule21 in detail. To which Cule21 agreed.

Therefore, we believe we should not be obligated to issue any additional refunds.

We hope we were able to clarify the situation. 

We will wait for your update. Thank you in advance! 

Kind regards, 

TikiTaka team. 

Very good,

From my perspective, I believe that after having stated on numerous occasions that I had a gambling problem, it was obvious that if you opened the account, I would gamble again. What's more, once I reopened the account, I continued to receive communications from the assigned VIP manager, encouraging me to continue playing to obtain bigger bonuses and rewards. I have this documented. Evidently, I continued playing and lost the money instead of withdrawing it.

As for agreeing to what you offered me, I had no choice. It was practically impossible to contact you, but once you contacted me, I had to get that amount instead of nothing. You also told him it was a confidential agreement… so he wouldn't continue to complain on websites like Casino Guru.

From my perspective, player protection failed, and I don't think I'm receiving the treatment I deserve. I repeat, after losing a lot of money in Tiki Taka...

I'll leave it to Matej, who has all the information, to give his opinion on the matter. If he believes everything is correct and that you acted correctly, then there'll be no further complaints from me. Now, I see that Tiki Taka's security rating has increased; I hope it's improved compared to my case.

Thank you

Muy buenas,

Desde mi punto de vista, considero que después de haber dicho en muchas ocasiones que tenía un problema con el juego, era evidente que si abríais la cuenta iba a jugar nuevamente. Es más, una vez abriera la cuenta nuevamente seguí recibiendo comunicaciones por parte de la gestora Vip asignada, en la cual me incitaba a seguir jugando para obtener mayores bonos y recompensas. Lo tengo documentado. Evidentemente, seguí jugando y perdiendo el importe en vez de retirarlo.

Referente a estar de acuerdo con lo que me ofrecisteis, no tenia más remedio. Prácticamente era imposible contactar con ustedes para una vez que me contactáis, tenía que obtener ese importe en vez de nada. También le dijisteis que era un acuerdo confidencial… para que no siguiera reclamando en webs como por ejemplo casino Gurú.

Desde mi punto de vista, falló la protección al jugador y considero que no recibo el trato que merecía, repito, después de haber perdido mucho dinero en tiki Taka…

Dejo a Matej, que es el que tiene toda la información que opine al respecto, si él considera que todo es correcto y que habéis actuado bien, por mi parte no habrá más que reclamar. Ahora bien, veo que ha subido el índice de seguridad de Tiki Taka, espero que haya mejorado respecto a mi caso..

Gracias

Here, I think it's reflected how they offer me promotions to keep me depositing. I'll leave the assessment to your discretion.

Aqui, considero que se refleja, como me Ofrecen promociones para que siga depositando. Lo dejo a vuestro criterio la valoración.

Dear Cule21,

In our previous message, we intended to highlight that on April 18, 2025, once your account was reopened, you could have initiated a withdrawal request. As a VIP player, you also had the option to notify your VIP manager to assist you with your withdrawal once it was attempted.

However, you chose to play the amount instead of attempting a withdrawal.

And regarding the offer it was sent on April 27, 2025. 

Once again, we would want to bring this to your attention that we have already paid all the deposited - withdrawal amount after reopening of your account. 

We will wait for an update.

Kind regards, 

TikiTaka team. 

I am still in talks with the casino representative, will post further update once I receive the response.

In the meantime, with accordance to our Fair Gambling Codex, I believe the player should be refunded the original bet placed shortly before the first account closure, then all the deposits made after the reopening, minus any withdrawals and winnings made in the meantime.

This may sound unfair towards you, dear Cule21, so I will try to explain the reasoning: when closing the account due to the gambling addiction, Casino Guru believes speed is of the essence, and the account should be closed ASAP. Upon the account closure, any outstanding bets should be cancelled, and the bets refunded. As you should not be able to deposit and play anymore, in terms of fairness we also believe you should not be allowed to win or lose anymore.

However, in this case, if the casino decides to leave you with the winnings as a gesture of good will due to the way the whole matter has been mishandled, I would be very happy about it.

Hello again,

That's right, I made the withdrawal, but since it takes two days to be processed, and you can cancel it again before you can play it, I ended up playing it. I also contacted my manager via WhatsApp, but he didn't respond. In fact, communication is another issue I constantly encounter.

I understand your position, but in my opinion, it leaves much to be desired based on my own experience. Sometimes in life, you have to be self-critical and know how to recognize your mistakes. Not everything is fair. It's clear that casinos are there to make money. I won't be the one to say otherwise, and we gamblers understand that. But it's also clear that we must have some kind of control tool once we're done with our addiction and loss of control.

For my part, I leave the management to Matej and let him decide after analyzing the case if everything has been correct.

all the best

Hola de nuevo,

Asi es, realice el retiro, pero como tarda 2 días en hacerse efectivo, y se puede volver a cancelar para ser jugado, lo termine jugando si. Tambien contacte por watsap a mi gestor, pero no me respondía. De hecho, la comunicación es otro tema que fallo constantemente.

entiendo vuestra postura, pero para mi opinión, deja mucho que desear por mi propia experiencia. A veces, en la vida hay que hacer autocrítica y saber reconocer los errores. No todo vale, está claro que los casinos están para ganar dinero, no seré yo quien diga lo contrario y los jugadores lo entendemos, pero tambien está claro que debemos de tener alguna herramienta de control una vez manos réstanos nuestros problemas de adicción y pérdida de control.

Por mi parte, dejo la gestión a Matej y que decida el después de analizar el caso si todo ha sido correcto.

un saludo

For my part Matej,

If they accept what you requested in good faith, I understand that the damages and losses would be compensated, plus the time I have had to invest in resolving the case in the form of emails, procedures, etc.

I eagerly await the answer.

greetings

Por mi parte Matej,

si aceptan como buena fe lo que solicitas, entiendo que quedaría compensado los daños y perjuicios, más el tiempo que he tenido que invertir en la resolución del caso en forma de correos, gestiones, etc.

espero impaciente la respuesta.

saludos

Dear Matej,

We have replied to your email.

We will wait for your further updates

Kind regards,

TikiTaka team.

Thank you, I have sent a reply just now. I believe after this I will be able to post an update in the thread, as at this point we are still trying to agree on what has happened, why and how to proceed. However, we are moving forward and I hope this complaint can be resolved shortly.

Hello Matej,

We have responded to your email.

We will wait for your further updates

Kind regards,

TikiTaka team.

Hello,

I'm waiting for an update on this, to see if we can get this resolved.

thank you

Hola,

Espero alguna actualización al respecto, a ver si podemos dejar el asunto resuelto.

gracias

Dear Cule21, after an extended e-mail exchange with the casino representative, here is where we stand right now:

I am glad to report that the casino realised the full extent of this issue and hopefully this case will serve as an example for the future reference, and internal processing changes will be made to avoid such problem again. I have emphasised the dangers of reopening a gambling addict's account, and it has been confirmed yours will never be reopened again, all the marketing communication has ceased and overall you will be safe in this regard going forward.

Monetary issue - the casino has allowed me to check your player history, alongside with the deposits and withdrawals made. During the time your account has been reopened (that we believe should not happen in the first place), your deposits were altogether 1,172.28 EUR. You have also received cashback bonus of 58,28 EUR and managed to withdraw another 500 EUR on 19th April. This, alongside of the refund of 556 EUR you have received after signing the waver, means there is only 58 EUR remaining, that Casino Guru believes TikiTaka should have refunded as well. However, since you have signed the waver, there is no longer any leverage I could use to persuade the casino to finish the refund, as legally you have admitted that you are OK with the paid sum and will not pursue the issue further. The casino may decide to send you the remaining 58 EUR as a goodwill gesture, but that is completely up to the management, and no longer applicable to this case.

In short - the account has been closed forever, majority of the money have been refunded and the little that was left, is non-enforceable.

Please, let me know if I am missing anything important, if you have any further questions or believe I have misunderstood some part of the problem and it still needs to be addressed. Thank you.

Hello Matej,

As you well know, the account was reopened, and it never should have been that way. Starting on April 18th, I continued receiving emails and messages on my phone offering promotions to keep me playing. This caused me to make more deposits, ultimately losing a large portion. After that, I had to spend about two weeks trying to contact them via chat, email, etc., to get a response. There was no way to reach anyone or get a solution. I had to invest many hours of my time to receive a response. In fact, as you know, they hadn't responded to you either. All of this caused me personal harm, and I had to invest a lot of time in the resolution. In fact, I had no choice but to accept the offer they made me, because it was practically impossible to contact them.

I understand what you're saying, and I think it's great that you want to change things. Tiki Taka is an excellent gaming platform. If they change small things, which I'm sure they will with all this, it's highly recommended.

In my specific case, I believe that certain aspects have been violated, such as player protection. I have only requested a refund in good faith, for an amount close to €300.

If they accept it, there would be nothing more to discuss. If not, I understand that they will not have wanted to take responsibility and my time will have been wasted.

Thank you for your understanding,

greetings.

Hola Matej,

Como bien sabes, la cuenta fue reabierta y nunca debería de haber sido así. A partir del 18 de abril, seguí recibiendo correos y mensajes al Telf, ofreciendo promociones para que siguiera jugando. Eso, hizo que realizara más depósitos y terminara perdiendo gran parte. Después de eso, tuve que estar unas 2 semanas intentando contactar via chat, correo, etc… para que me respondieran, no había manera de poder contactar con nadie ni que me ofrecieran una solución. Tuve que invertir muchas horas de mi tiempo para recibir una respuesta, de hecho, ya lo sabes, porque ahora ahora tampoco te habían respondido a ti. Todo esto, me ocasionó un perjuicio personal y tener que invertir mucho tiempo en la resolución, de hecho, no tuve más remedio que aceptar la oferta que me hicieron, porque era prácticamente imposible contactar con ellos.

Entiendo lo que dicen, y me parece excelente que quieran cambiar cosas, Tiki Taka es una excelente plataforma de juego, si cambian pequeñas cosas que estoy seguro que con todo esto asi será, es muy recomendable.

En mi caso en concreto, considero que se han vulnerado ciertas cosas, como es la protección al jugador. Únicamente he solicitado un rembolso como buena fe, de un importe cercano a los 300€.

Si lo aceptan, no habría nada mas que hablar, de no ser asi, entiendo que no habrán querido asumir responsabilidad y mi tiempo habrá sido en vano.

Gracias por la comprensión,

saludos.

Hello again,

Here you'll see that the bet I had open, my VIP manager told me that she would offer me options to withdraw the money, €335, which I spent after having reopened the account.

This is the amount I am requesting.

thank you.

Hola de nuevo,

Aqui veréis, que la apuesta que tenía abierta me dijo mi gestora Vip que me ofrecería opciones para poder retirar el dinero, 335€ que me gasté después de haber abierto la cuenta de nuevo.

Este es el importe que solicito.

gracias.

Dear Cule21, thank you for the additional details.

Unfortunately, due to the aforementioned waver you have signed, I am unable to mediate any further reimbursements. It states you would not pursue the matter further, so anything else I could do, would jeopardize your agreement and it would be legally contestable. As I would rather see you safely keeping the refunds you have already received, I will not pursue this matter further.

Due to the aforementioned reasons, and since you are not satisfied with the outcome, this complaint will now be marked as "rejected". Thank you for your understanding, and I am very sorry we could not be of more help on this occasion.