TikiTaka Casino - La cuenta cerrada del jugador ha sido reabierta.

Good afternoon, on February 3rd I requested by email that I wanted to close my account due to a gambling addiction problem. The closure was confirmed. Today, I unexpectedly received an email with a bonus. I bought it and it said I could access my account again. What should I do?

Buenas tardes,el día 3 de febrero solicité por mail indicando claramente que quería cerrar mi cuenta por problema de adicción al juego,me confirmaron el cierre ,hoy por sorpresa he recibido un mail con un bono,he comprado que puedo entrar a mí cuenta de nuevo,que puedo hacer?

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.

Dear Onushy,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@tikitaka.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

Hello, thank you for your attention. I used the same email address registered to my casino account to contact them regarding its closure. Furthermore, I have never verified any documents with them. Thank you.

Hola, gracias por atenderme,he usado el mismo email que tengo registrado en mi cuenta del casino para contactar con ellos para el cierre de la misma,por otro lado no he verificado nunca ningún documento con ellos , gracias

Dear Onushy,

Thank you for your response.

Could you kindly forward your original self-exclusion along with the email from the casino to my email address? You can reach me at attila.g@casino.guru.

Thank you for your cooperation.

I have forwarded to him by email what he requested

Le he reenviado por mail lo ime ha solicitado

Did you receive it correctly?

Lo ha recibido correctamente?

Dear Onushy,

Thank you for sending your self-exclusion request. I kindly ask if you could also forward the message from the casino informing you of the possibility to reopen your account. If possible, could you please attach the bonus offer you received as well?

Further, have you reopened your account and made any deposits?

Thank you for your cooperation.

I didn't receive any message from the casino informing me of the possibility of reopening the account, I only received an email saying that I had a bonus and the account was active without me having done anything, I have deposited money since I saw that the account was activated, €300

No recibí ningún mensaje del casino informando de la posibilidad de reabrir la cuenta,solo recibí un mail diciendo que tenía un bono,ente y la cuenta estaba activa sin haber hecho nada,si he ingresado dinero desde que he visto que estaba la cuenta activada,300€

Today they even called me on the phone, and when I hung up on them, they sent me another email offering vouchers and discounts.

Hoy incluso me han llamado por teléfono y como les he colgado me han vuelto a enviar un mail ofreciendo bonos y descuentos

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, Igor (igor.p@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,

Attila

I have a pending withdrawal from the 15th; could it be affected? Thank you for all your help.

Tengo un retiro pendiente desde el día 15,puede verse afectado? Gracias por toda su ayuda

Dear Onushy,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the TikiTaka Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a TikiTaka Casino representative to join this conversation and participate in resolving this complaint.

Dear TikiTaka Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

I've already received €700 in income since I requested to close the account on February 3rd.

Ya son 700€ de ingresos desde que pedí cerrar la cuenta el día 3 de febrero

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 all,

We are sorry to hear about this situation. Please be advised that the account has been closed with immediate effect, and all forms of communication have been discontinued.

Additionally, we have forwarded this case to our management team for further review. We appreciate your patience while we await their response.

Kind regards,

TikiTaka

I request ree

Solicito ree

I request a refund of the income I have received from my closure request until today, thank you.

Solicito reembolso de los ingresos que he hecho desde mi petición de cerrar hasta hoy, gracias

Dear TikiTaka Casino,

Upon reviewing the communication with the player from February 3rd, I would like to point out one important detail.

The player should never be "threatened" that their balance will be voided upon a self-exclusion request.

This is contradictory to the basic idea of self-exclusion and responsible gambling — to protect vulnerable players from gambling their money away.

I would appreciate it if you could share the player's deposit history from February 3rd to the present date. Thank you for your cooperation and assistance.

Dear Igor,

Thank you for bringing this to our attention. We take Responsible Gaming very seriously at our casino and sincerely apologize for how this case was handled. Please be assured that we are taking internal measures to prevent such occurrences in the future.

Regarding the financial details, the player deposited €736 and withdrew €500 during this period, resulting in total losses of €236. We have committed to refunding this full amount.

Dear Player,

To process your refund, please provide the following banking details:

Full Name (including all middle names)

Email Address

Bank Account Holder’s Name

IBAN / Account Number

Bank Name

Bank Location (Country)

SWIFT / BIC Code

Once we receive this information, we will proceed with the payment immediately. Thank you for your cooperation.

Kind regards,

Tikitaka

Thank you, where should I send you my information?

Gracias,por donde le remito mis datos?

I'm emailing their support center and they're replying with generic messages; I don't know where to send the return information.

Les estoy escribiendo por mail al centro de soporte y me están contestando con mensajes genéricos ,no sé por dónde mandar los datos para la devolución

Dear TikiTaka Casino,

Could you kindly provide us with information on how the player can submit their bank statement to you? Thank you for your assistance.

The moment they replied with my financial information and calculated the refund amount, subtracting the withdrawal I made, they already knew who I was. They have my withdrawal details. I hope they don't make me wait as long for the refund as they did for withdrawals; nowadays, transfers are instant and free.

En el momento en que han contestado con mis datos financieros y han calculado la devolución del importe restando el reembolso que hice ya saben quien soy,mis datos los tienen de mis retiradas, espero que no hagan esperar para la devolución tantos días como para retirar,hoy en día las transferencias son inmediatas y gratuitas

Dear player,

we have requested the bank details via mail and via forum and you have replied something else than the details requested.

Please send the details as requested as soon as possible so we can proceed with your case.

Kind Regards,

TikiTaka

I'll ask again, where should I send it?

Le vuelvo a preguntar,por donde lo envío?

They haven't contacted me by email regarding my bank details, so as you can understand, I'm not going to publish them in a public forum.

Por correo electrónico no han contactado conmigo acerca de mis datos bancarios,como comprenderá no los voy a publicar en un foro público

I have sent them another email explaining the case and sending the requested information; I am copying and pasting the response I received.

Thank you for contacting our support team. We hope this email finds you well.

We would appreciate it if you could provide us with more information about your query so that we can assist you properly.

Thank you in advance for your cooperation.

If you have any further questions, please feel free to contact us by email at support@Tikitaka.com or through live chat.

Kind regards,

Customer Service

Les he vuelto a mandar un mail explicando el caso y enviando los datos que me solicitan, copio y pego la respuesta recibida

Gracias por contactar con nuestro equipo de soporte deseamos que este correo te encuentre bien.

Le agradeceríamos que nos proporcionara más información sobre su consulta para poder ayudarle adecuadamente.

Gracias de antemano por su colaboración.

Si tiene alguna otra pregunta, no dude en contactarnos por correo electrónico a support@Tikitaka.com o a través del chat en vivo.

Saludos cordiales,

Servicio de Atención al Cliente

Me han contestado una vez más com un mensaje copia pega, ahora diciendo que no habla mi idioma cuando todas las comunicaciones han sido en castellano,copio pego su respuesta

Thank you for contacting our Customer Support team. We hope this email finds you well.

We apologize, but we currently don’t have a Spanish speaker available to respond to your message. To ensure you receive timely assistance, we’ll be replying in English. Thank you for your understanding.

We kindly inform that your refund request was approved. 

To help us process your withdrawal as quickly as possible, could you please provide your bank details? To ensure everything is handled securely and correctly, we will need the following information:

Account Holder Name: (Must match the name on your account)

Bank Name:

IBAN:

SWIFT/BIC Code:

Once you provide these details, our finance department will be able to proceed with your request.

If you have additional questions, please feel free to contact us via email support@Tikitaka.com or via Live Chat.

Respectfully

Tikitaka's Customer Service

Dear Onushy,

I would like to clarify the situation regarding the requested bank information. Could you please confirm whether you have forwarded the information to the casino?

Thank you for your assistance.

If I sent it to their support email explaining the case and attaching the requested data, they replied with what I pasted here in the previous messages.

Si la he enviado a su email de soporte explicando el caso y adjuntado los datos solicitados,me contestan lo que he pegado por aquí en los anteriores mensajes

Dear TikiTaka Casino,

It seems that there is still an issue with the player being unable to send you the requested bank details.

Could you please re-send the email to the player or let us know which email address the player should use to send the bank details?

Thank you for your cooperation.

Dear Onushy,

Thank you for your continued patience.

We have forwarded your bank details to the relevant department for processing as soon as possible.

Kind Regards,

TikiTaka

Dear TikiTaka Casino,

Thank you for informing us that the bank details were forwarded to the relevant department.

Please let us know if there are any updates regarding this case.

Five days ago, the casino replied here saying they had sent my information to the relevant department. To this day, that department hasn't confirmed receipt of the information, nor have they informed me that the refund is being processed, and of course, I don't have the money in my account. Emails arrive instantly, and transfers are currently immediate and free. How long does such a simple transaction take?

Hace 5 días que el casino ha contestado por aquí que ya ha enviado mis datos al departamento correspondiente,a dia de hoy el mencionado departamento no ha confirmado la recepción de los datos,ni me han informado de que la devolución esté en marcha ni por supuesto tengo el dinero en mi cuenta,los emails llegan al instante y actualmente las transferencias son inmediatas y gratuitas,que plazo hace falta para una operación tan simple?

Dear Onushy,

Please be informed that your details have been forwarded to the relevant department for processing. We will notify you accordingly as soon as the payment has been completed.

Your request has already been approved; we kindly ask for your patience while the final steps are carried out.

Kind regards,

TikiTaka

Dear TikiTaka Casino,

Thank you for confirming and assuring us that the refund has been approved.

Please let us know once there is any news regarding the actual payment.

Thank you for your cooperation so far.

It's been over a week since they sent my bank details to the relevant department for processing, and it seems like the timeframe for a simple transfer is getting longer than expected. I also haven't received any email confirmation that my details have been verified or that the refund has been sent. This casino is definitely not recommended. I hope this complaint will deter other players from Tikitaka and encourage them to go to more reputable sites.

Hace más de una semana que Han remitido mis datos bancarios al departamento correspondiente para su tramitación ,ya me parece que el plazo para una simple transferencia se está alargando, tampoco tengo ningúna confirmación por email de la confirmación de mis datos ni de que esté enviada la devolución,casino nada recomendable, espero que está reclamación aleje a otros jugadores de tikitaka y vayan a sitios más serios

Dear Onushy,

Thank you for your continued patience.

Please be advised that our Finance Department has all your details. However, due to a high volume of requests, your payment is still in the queue to be processed.

We are working to complete this as quickly as possible and will notify you once it is done.

Kind regards,

TikiTaka

Dear TikiTaka Casino,

Please note that it has been two weeks since the player provided their bank details, and they were escalated to the relevant department.

Therefore, within the next timeframe, I expect you to take concrete steps that will move this complaint toward a successful resolution.

A two-week timeframe is more than reasonable. I doubt they have such a high volume of refund or claim requests that someone working an 8-hour day for two weeks, whose claim you say is being processed, hasn't already received a transfer. Then again, it's not instant; what makes it take three business days, plus the weekend, another week?

Un plazo de dos semanas es más que razonable,dudo que tengan tal volumen de solicitud de reintegro o de devolución de reclamación como para que una persona trabajando jornada de 8 horas durante dos semanas que según ustedes está en trámite no haya hecho ya una transferencia, luego tampoco la hacen instantánea,en cual hacen hay que esperar 3 días hábiles,sumando fin de semana,otra semana más?

It's been three weeks since they promised to refund my deposit. The excuse is a high volume of requests? Three weeks? Please, other users, don't deposit anything. There are much more serious options. We all have to work together to make sites that take advantage of us disappear, and the only way to do that is not to give them a single euro. If you're lucky enough to win something, you'll experience delays in receiving your winnings. Go to casinos that deposit your winnings within hours.

Ya son 3 semanas desde que se comprometieron a reembolsar mi ingreso,la excusa es un alto volumen se solicitudes?.......3 semanas,por favor otros usuarios no ingreséis nada ,hay opciónes mucho más serias ,entre todos tenemos que hacer que sitios que se ríen de nosotros desaparezcan y la única manera es no darles ni un euro,si tenéis suerte de ganar algo,vais a tener retrasos en los cobros ,acudid a casinos que os hacen el ingreso de las ganancias en unas horas

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.

Thanks Igor, it's been a month since the casino promised to make the refund, and it seems that for some reason they're not honoring their agreement. There's no response, no deposit. I really think they're not going to keep their word, since a month is more than enough time for them to have had a reasonable amount of time.

Gracias Igor,ya hace un mes del compromiso del casino a hacer la devolución,parece ser que por algún motivo no están cumpliendo con su acuerdo,no hay respuesta,no hay ingreso, realmente creo que no van a cumplir lo acordado ya que un mes es más que un plazo razonable para que hayan tenido tiempo.

Dear Onushy,

Since the casino failed to provide any reply within the set timeframe, I have to close this complaint as unresolved. Even though there was an initial response and we even managed to reach a mutual agreement regarding the refund, there have been no further messages or communication from the casino since then.

Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

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

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor