TikiTaka Casino - La cuenta del jugador ha sido cerrada y los fondos confiscados.

Hello, a week or two ago I registered at this casino and deposited €266. I wanted to withdraw it, so I had to wager the 1x rollover requirement, which I did on roulette. After that, I requested a withdrawal of the same amount I had deposited. The withdrawal was pending for a week, and on Wednesday I received an email saying that my account had been closed and my funds confiscated based on their terms 9.1 and 9.4. After reading those terms, I don't really understand what they mean. I literally just deposited the money, played the €266 on roulette to meet the rollover requirement, and withdrew it—nothing more. I'm seeing that this is a recurring practice at this casino of closing user accounts without any justification, so I have to file this complaint.

Hola, hace una o dos semanas me registré en este casino e ingresé 266 euros. Los quería retirar, por lo que tuve que apostar el rollover 1x que lo hice en la ruleta, tras ello, solicité el retiro de esa misma cantidad que ingresé. El retiro llevaba pendiente una semana, y el miércoles recibí un correo de que mi cuenta había sido cerrado y mis fondos confiscados en base a sus términos 9.1 y 9.4. Tras leer esos términos no entiendo muy bien a qué se refieren, literalmente solo ingresé, jugué en la ruleta los 266 para cumplir el rollover, y retiré, nada más. Estoy viendo que es un acto recurrente de este casino de cerrar las cuentas de los usuarios por la cara, así que tengo que abrir esta queja

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TikiTaka Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus? Which one?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Could you tell us how long you were a casino player and exactly when your account was blocked?

A week

How did you find out that your account was blocked?

It won't let me in.

Did you achieve your current balance with the help of a bonus? Which one?

No

Could you share with me your communication with the casino regarding this matter?

I simply registered at three casinos belonging to the same company, logged in, and they closed my account at all three and kept my winnings, without me even having played. They won't even refund my deposit, which is all I had in the account.

¿Podría indicarnos cuánto tiempo fue jugador del casino y cuándo exactamente se bloqueó su cuenta?

Una semana

¿Cómo te enteraste de que tu cuenta estaba bloqueada?

No deja acceder

¿Lograste tu saldo actual con la ayuda de un bono? ¿Cuál?

No

¿Podría compartir conmigo su comunicación con el casino sobre este asunto?

No hice más que registrarme en 3 casinos de la misma empresa, ingresar, y cerraron mi cuenta en los 3 y se quedaron las ganancias, sin haber jugado siquiera. Ni devuelven el depósito que es lo único que tenía en la cuenta

Thanks for your reply.

• Could you please include the response in a format where the information about the sender and the recipient is visible?
• Could you please confirm that you played with the intention to risk the funds during your gameplay on roulette?

Please let me know.

Could you confirm that you played with the intention of risking the funds during your roulette game?

Yes of course

¿Podría confirmar que jugó con la intención de arriesgar los fondos durante su partida de ruleta?

Si, claro

Dear alfonsi29392,

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, Michal (michal.k@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,

Tomas

Hello alfonsi29392,

I'm Michal, and I have taken over your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

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

Dear TikiTaka Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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 alfonsi29392,

I have tried to contact the casino repeatedly but have 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 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 that 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,

Michal

Casino Guru