TikiTaka Casino - La cuenta del jugador ha sido cerrada después del retiro.

Hi, I played at tiki taka casino, I have account with email , I won 1520 euros, when I withdrew the first 500 euros, the next day I found my account closed, I contacted the live chat and email support, the live chat told me that they would reply to me via email shortly for further clarifications, a week has passed but still no one has replied to me via email

Ciao, ho giocato al casinò tiki taka, ho l'account con e-mail annaandal@gmail.com, ho vinto 1520 euro, quando ho prelevato i primi 500 euro, l'indomani mi sono ritrovata il conto chiuso, ho contattato l'assistenza live chat e e-mail, la live chat mi ha detto che mi avrebbero risposto via email entro breve tempo per ulteriori chiarimenti, è passata una settimana ma ancora non mi ha risposto nessuno via email

Dear Anna61,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you received the withdrawal of 500€?

Could you please confirm that you have passed the KYC verification?

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

Did you play casino games or bet on sports?

Could you please share your communication with the casino? 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.

Best regards,

Dominika

HI,

1)I did not receive the withdrawal of 500 euros

2) they didn't ask me for kyc verification, they closed my account directly before I could request it

3) I accumulated winnings without an active bonus

4) I played on the live casino

Ciao,

1)Non ho ricevuto il prelievo di 500 euro

2) non mi hanno chiesto verifica kyc, mi hanno chiuso direttamente l'account prima di poterla richiedere

3)ho accumulato vincite senza bonus attivo

4) ho giocato sul casinò live

These are the screenshots from February 23rd that I still haven't received an answer to

I tried sending other emails from other Gmail accounts, but they don't even reply to me.

Questi sono gli screenshot del 23 febbraio a cui ancora non mi hanno risposto

Ho provato a mandare anche altre email da altri account Gmail, ma non mi rispondono neanche

Dear Anna61, have you received any update from the casino regarding the account review?

Have you received the withdrawal of 500€?

No I have not received any updates from the casino regarding the account review

I keep sending emails but they don't answer me

I have not received any withdrawal of 500 euros

No non ricevuto aggiornamenti dal casinò in merito alla revisione dell'account

Continuo a mandare email ma non mi rispondono

Non ho ricevuto nessun prelievo di 500 euro

Thank you very much, Anna61, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.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 Anna61,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite TikiTaka Casino representative to join this conversation.

Dear TikiTaka Casino, could you please provide more information about this case?

Looking forward to your reply.

There are some updates, they say that they deposited the money in my bank, but nothing has arrived in my bank

I asked them to send me the money via bank transfer with an IBAN in my name and surname, but they didn't answer me

They say they sent them to me when in reality it's not true, I didn't receive anything

Ci sono degli aggiornamenti, loro dicono che i soldi me li hanno depositati nella mia banca, ma nella mia banca non è arrivato nulla

Ho chiesto di inviarmeli tramite bonifico con iban intestato a nome e cognome mio i soldi, ma non mi hanno risposto

Dicono che me li hanno inviati quando in realtà non è vero, io non ho ricevuto nulla

Dear Anna61,

thank you for your message.

It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

I will set a timer for seven days. If funds are not received by that time, we will contact the casino again. Please keep me updated about any new development.

They told me they sent them to me on February 25th, 1 month has passed and I still haven't received anything

And then they continue not to answer my emails, they only answer the first email and then they stop answering me, it is impossible to have conversations with them, only in live chat do they answer with answers that seem automated robotic

Loro mi hanno detto che me li hanno inviati il 25 Febbraio, sono passati 1 mese e ancora non mi sono arrivati niente

E poi continuano a non rispondermi alle email, mi rispondono solo alla prima email e poi smettono di rispondermi, è impossibile avere delle conversazioni con loro, solo in live chat rispondono con delle risposte che sembrano automatizzate robotiche

They say the money was sent to me on February 23rd, but nothing has arrived in my bank account.

If it were true that they would have sent them on February 23rd, they would have arrived by now, 1 month has passed from February 23rd to now, so it is not true that they sent them.

I also keep contacting them via email but they don't reply to me.

Loro dicono che mi sono stati inviati il 23 Febbraio i soldi, ma sul mio conto bancario non è arrivato nulla.

Se fosse stato vero che li avrebbero inviati il 23 Febbraio a quest'ora i sarebbero arrivati, è passato 1 mese dal 23 Febbraio a ora, quindi non è vero che li hanno inviati.

Inoltre continuo a contattarli via email ma non mi rispondono

Dear Anna61,

thank you for your messages and for the update.

Dear TikiTaka Casino,

could you please verify the state of Anna61's withdrawal? Has the transaction been processed?

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 Anna61,

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 its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Katarina

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 TikiTaka Casino,

could you please share more information about this complaint?

Looking forward to your reply,

Katarina

Dear Katarina,

Thank you for reopening the case at our request.

We have send you an email regarding the matter, please check it at your earliest convenience.

Best regards,

Tikitaka Casino Team

Dear TikiTaka casiso,

thank you for your reply and email.

Dear player,

A review of the submitted documentation indicates that a deposit was made using a payment card not registered to your name. Please be aware that online casino regulations stipulate that all deposits must originate from financial accounts and cards held in your name.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players: 

"Payments 

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. 

This complaint will now be rejected.

Thank you very much in advance for your understanding. 

Best regards, 

Katarina