TikiTaka Casino - El retiro del jugador está retrasado y su cuenta está siendo investigada.

Hello,

i have deposited 25€ wagered it more than 4x and made a 75€ withdrawal. After waiting 3 days i checked my account and saw that they are checking my account. To be honest iam pretty sure they just dont want to withdraw my money and thats it.

Kind regards

Alex

Dear alexgensel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation, could you please provide us with the following details:

• Could you please specify what types of games you played? Were they slots, live casino games, sports betting?
• Have you activated any bonus with your deposit?
• Have you passed the full KYC verification or at least submitted any identity documents to the casino for verification?
• Have you made any successful withdrawals from this casino before?

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

Dear alexgensel,

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,

I mostly played first-person roulette and slots. So no, I didn't use any tricks in live games.

I have not activated a bonus.

I couldn't even complete KYC because I was simply blocked.

And no, I have not received any payouts before

Hallo,

Ich habe hauptsächlich first person roulette gespielt und slots. Also nein ich habe keine Tricks angewendet in Live spielen.

Ich habe kein bonus aktiviert.

Ich könnte nichtmal KYC abschließen wiel ich einfach so gesperrt wurde.

Und nein habe keine Auszahlungen davor bekommen

Have you contacted customer support after you found out that your account was under investigation? If so, please forward me all the communication between you and the casino that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your cooperation.

Dear alexgensel,

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.

Dear Support,

I contacted support. I received an answer via email.

That was all.

So nothing meaningful of course

Sehr geehrter Support,

ich habe den Support kontaktiert. Die Antwort bekam ich mit der E-Mail.

Das war alles.

Also nichts aussagekräftiges natürlich

Thank you very much, alexgensel, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello alexgensel,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite TikiTaka Casino to join the conversation.

Dear TikiTaka Casino,

I would appreciate your clarification regarding the closure of the player's account and the untransferred winnings. While I recognise your authority to close player accounts at your discretion, it is essential that any outstanding financial obligations are addressed. If there are specific details related to this case that cannot be disclosed publicly, I kindly request that you send them to me at michal.k@casino.guru.

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 alexgensel,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is sadly no gaming authority to turn to.

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

I strongly suggest selecting casinos based on their reviews and ratings, and to only participate with those that possess a valid license and a good reputation moving forward to prevent similar issues. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

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 alexgensel,

We have received this message from the TikiTaka Casino Team:

Dear alexgensel,

We are so sorry for the delay in handling your case. We truly appreciate your patience.

We would like to kindly draw your attention to the following articles from our Terms and Conditions:

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;

- using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;

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

- using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

- engaging in money laundering, terrorism financing or any other criminal activity;

- threatening, harassing or abusing other customers or members of our staff;

- attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server,computer or database connected to the Website, attempting to circumvent our security systems;

- attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment;

- attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

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:

- immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

- permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

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

- void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

- contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

We hope this clears things up for you.

Best regards,

TikiTaka team

Does this response clarify the situation for you?

Dear alexgensel,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru