TikiTaka Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de autoexclusión.

I HAVE SENT THEM AN EMAIL SINCE 10/03/2025 THAT I HAVE A GAMBLING ADDICTION PROBLEM AND THEY ARE NOT CLOSING MY ACCOUNT.

ΤΟΥΣ ΕΧΩ ΣΤΕΙΛΕΙ ΜΕΙΛ ΑΠΟ 10/03/2025 ΟΤΙ ΕΧΩ ΠΡΟΒΛΗΜΑ ΕΘΙΣΜΟΥ ΣΤΟΝ ΤΖΟΓΟ ΓΙΑ ΝΑ ΚΛΕΙΣΟΥΝ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ ΚΑΙ ΔΕΝ ΤΟΝ ΚΛΕΙΝΟΥΝ.

Dear coolies,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re facing with your account closure request.

• Could you please forward the original email you sent on 10/03/2025, where you mentioned your gambling addiction problem, as an attachment to petronela.k@casino.guru? Screenshots are often unclear, and having the original email will help us investigate the situation more effectively.
• Additionally, could you let us know if you received any response from the casino to that email? If so, please forward that communication as well, as it may contain important details regarding their response.

Your cooperation in providing these details will help us investigate and work towards a resolution. Once we have all the necessary information, we can proceed with assisting you further.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I HAVE SENT YOU WHAT YOU ASKED ME TO YOUR EMAIL

ΣΑΣ ΕΧΩ ΣΤΕΙΛΕΙ ΣΤΟ ΜΕΙΛ ΣΑΣ ΑΥΤΟ ΠΟΥ ΜΟΥ ΖΗΤΗΣΑΤΕ

?

Hi coolies,

Thank you for your prompt response and for forwarding the email where you mentioned your gambling problem.

• I can confirm that I see the email you sent on 10th March 2025. However, I would like to ask if you received any acknowledgment or response from the casino regarding your request to close your account.
• Did they confirm the closure or provide any information about your request?
• Additionally, did you send any follow-up emails or reach out to casino support in any other way to ensure that your request was addressed?

Please provide any further details you have, and we will continue to look into this matter to help you resolve the situation.

NO, THEY DIDN'T REPLY TO MY EMAIL, I HAVE REPEATEDLY TOLD THEM TO CLOSE MY ACCOUNT IN SUPPORT AND THEY TOLD ME THEN THAT THEY HAD CLOSED IT.

ΟΧΙ ΔΕΝ ΜΟΥ ΑΠΑΝΤΗΣΑΝ ΣΤΟ ΜΕΙΛ, ΤΟΥΣ ΕΧΩ ΠΕΙ ΕΠΑΝΗΛΛΗΜΕΝΑ ΣΤΗ ΥΠΟΣΤΙΡΙΞΗ ΝΑ ΜΟΥ ΚΛΕΙΣΟΥΝ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΚΑΙ ΜΟΥ ΕΙΧΑΝ ΠΕΙ ΤΟΤΕ ΟΤΙ ΤΟΝ ΕΙΧΑΝ ΚΛΕΙΣΕΙ.

Dear coolies,

Thank you for your patience in this matter.

As you mentioned, the casino did not respond to your initial email, and you have contacted them via support. To help us investigate further, could you please forward any supporting evidence of your follow-up communications with the casino after March 10th, 2025? This could include screenshots, chat logs, or any other documentation showing that you requested the account closure again.

This will help us to better understand the situation and assist you in resolving this issue.

Looking forward to your reply.

no, I don't have

οχι δεν εχω

Hi coolies,

Thank you again for your response.

Please allow me to emphasize a few important points that can help ensure your self-exclusion request is properly handled in the future:

• Always send your self-exclusion request to the correct email address listed in the casino’s general terms and conditions.
• If you don’t receive a response, it’s crucial to follow up regularly, using other channels such as live chat or contact forms.
• Be sure to clearly state that you are experiencing a gambling addiction and are requesting immediate account closure or permanent self-exclusion for this reason.
• Avoid including unrelated requests (such as for bonuses), which may cause confusion and reduce the chance of your request being properly understood.

Since there’s currently no available evidence confirming the casino's acknowledgment of your request, I would strongly advise that you follow up with the casino again, reiterating your situation and asking for confirmation that your account has been closed due to a gambling problem.

Please keep me informed about any response you receive. I’m here to support you and will continue working to help resolve your complaint as best as possible.

Wishing you strength, and I hope to hear from you soon.

10/03/2025 I sent an email to delete my account, what else should I do?

10/03/2025 εστειλα meil να διαγραψουν τον λογαριασμο μου τι αλλο να κάνω?

contact them yourself

επικοινωνηστε εσεις μαζί τους

I HAVE SENT THEM AN EMAIL THAT I HAVE AN ADDICTION PROBLEM. I HAVE SENT IT TO YOU TOO. THE SERVICE TOLD ME TO SEND AN EMAIL AND I DID, AND THE ACCOUNT IS STILL OPEN.

WHY ARE YOU SO DELAYED IN REPLYING???

ΤΟΥΣ ΕΧΩ ΣΤΕΙΛΕΙ ΜΕΙΛ ΟΤΙ ΕΧΩ ΠΡΟΒΛΗΜΑ ΕΘΙΣΜΟΥ ΣΑΣ ΤΟ ΕΧΩ ΣΤΕΙΛΕΙ ΚΙ ΕΣΑΣ, Η ΕΞΥΠΗΡΕΤΗΣΗ ΜΟΥ ΕΙΠΕ ΝΑ ΣΤΕΙΛΩ ΜΕΙΛ ΚΑΙ ΑΥΤΟ ΕΚΑΝΑ ΚΑΙ Ο ΛΟΓΑΡΙΑΣΜΟΣ ΕΞΑΚΟΛΟΥΘΕΙ ΝΑ ΕΙΝΑΙ ΑΝΟΙΧΤΟΣ.

ΓΙΑΤΙ ΚΑΘΗΣΤΕΡΕΙΤΕ ΝΑ ΑΠΑΝΤΗΣΕΤΕ???

Hi coolies,

I must emphasize that unfortunately, sending just one email is often not enough to ensure a self-exclusion request is properly handled — especially if there is no confirmation or follow-up from the casino.

As I explained earlier, it’s important to follow up using additional communication channels, such as live chat or the casino's contact form, particularly when you do not receive a reply to your initial request. This increases the chances that your message will be seen and acted upon.

May I kindly ask again — did you contact the casino through live chat or any other means after sending the email on 10th March? We haven’t received any evidence or screenshots showing such follow-up communication, which makes it difficult for us to move forward with our investigation.

Please understand that we’re here to support you, but we need more cooperation and confirmation from your side to proceed effectively. If you decide to follow up with the casino again, please keep us informed about any response you receive.

Thank you again for your patience and understanding.

I HAD CONTACTED THE AUTHORITY THROUGH THE SERVICE AND ASKED THEM TO CLOSE MY ACCOUNT AND THEY DID. THEN THEY CONTINUED TO SEND ADVERTISING MESSAGES TO MY MOBILE PHONE. I SENT THEM AN EMAIL, SAYING, "NO MESSAGES ARE BEING SENT, I HAVE CLOSED MY ACCOUNT."

THEY CONTINUED TO SEND MESSAGES TO MY MOBILE PHONE EVERY DAY

ΕΙΧΑ ΕΠΙΚΟΙΝΩΝΗΣΕΙ ΣΤΗΝ ΑΡΧΗ ΜΕΣΩ ΤΗς ΕΞΥΠΗΡΕΤΗΣΗς ΚΑΙ ΤΟΥΣ ΕΙΧΑ ΖΗΤΗΣΕΙ ΝΑ ΚΛΕΙΣΟΥΝ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ ΚΑΙ ΤΟ ΕΙΧΑΝ ΚΑΝΕΙ ΜΕΤΑ ΣΥΝΕΧΕΙΣΑΝ ΝΑ ΣΤΕΛΝΟΥΝ ΔΙΑΦΗΜΗΣΤΙΚΑ ΜΥΝΗΜΑΤΑ ΣΤΟ ΚΙΝΗΤΟ ΜΟΥΜ ΤΟΥΣ ΕΣΤΕΙΛΑ ΜΕΙΛ ΜΗΝ ΣΤΕΛΝΕΤΑΙ ΜΗΝΥΜΑΤΑ ΕΧΩ ΚΛΕΙΣΕΙ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ.

ΑΥΤΟΙ ΣΥΝΕΧΙΣΑΝ ΝΑ ΣΤΕΛΝΟΥΝ ΚΑΘΕ ΜΕΡΑ ΜΗΝΥΜΑΤΑ ΣΤΟ ΚΙΝΗΤΟ ΜΟΥ

?

Will you answer?

θα απαντησετε?

WHY AREN'T YOU ANSWERING???

ΓΙΑΤΙ ΔΕΝ ΑΠΑΝΤΑΤΕ???

Dear coolies,

Thank you for your follow-up. I understand your frustration, and I assure you that we are doing our best to assist with your case.

Since this is already your 15th complaint, I trust you're familiar with how our process works — including the response timers granted to each party involved. As of now, I still have over two days left to respond, and we currently have more than 1,300 complaints in progress, so I kindly ask for your patience.

Regarding your current case, I would appreciate some clarification:

• You mentioned earlier that your account was closed after contacting support, yet later you say you had to ask again for closure due to your gambling problem. This suggests the account may have been reopened, either by you or by the casino. Could you please confirm whether the account was ever reopened, and if so, how and when this happened?
• Also, some of the screenshots you've provided are blurred or unreadable. To proceed effectively, I kindly ask you to forward clearer images or full email/chat transcripts, so we can properly verify your communication with the casino.

We're here to support you, but your cooperation and clarity are essential for us to move forward.

Looking forward to your reply.

10/10/2024 I CLOSED MY ACCOUNT THROUGH LIVE CHAT THEN AFTER ABOUT 2 MONTHS THEY STARTED SENDING MESSAGES TO MY PHONE WITH OFFERS, I SENT THEM AN EMAIL AND TOLD THEM TO STOP SENDING MESSAGES TO MY PHONE BECAUSE I HAVE DELETED THE ACCOUNT, THEY CONTINUED TO SEND MESSAGES THEN AROUND 01/02/2025 I DECIDED TO CONNECT TO THE PLATFORM TO COMMUNICATE THROUGH CHAT TO STOP SENDING MESSAGES AND I SAW THAT MY ACCOUNT WAS ACTIVE.

WHICH MESSAGES ARE BLANK? I READ THEM ALL.

10/10/2024 ΕΚΛΕΙΣΑ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ ΜΕΣΩ LIVE CHAT ΕΝ ΣΥΝΕΧΕΙΑ ΜΕΤΑ ΑΠΟ ΕΝΑ 2 ΜΗΝΕΣ ΠΕΡΙΠΟΥ ΑΡΧΙΣΑΝ ΝΑ ΜΟΥ ΣΤΕΛΝΟΥΝ ΣΤΟ ΤΗΛΕΦΩΝΟ ΜΟΥ ΜΗΝΥΜΑΤΑ ΠΡΟΣΦΟΡΕΣ, ΤΟΥΣ ΕΣΤΕΙΛΑ ΜΕΙΛ ΚΑΙ ΤΟΥΣ ΕΓΡΑΨΑ ΝΑ ΣΤΑΜΑΤΗΣΟΥΝ ΝΑ ΣΤΕΛΝΟΥΝ ΣΤΟ ΤΗΛΕΦΩΝΟ ΜΟΥ ΜΗΝΥΜΑΤΑ ΔΙΟΤΙ ΕΧΩ ΔΙΑΓΡΑΨΕΙ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ, ΑΥΤΟΙ ΣΥΝΕΧΕΙΣΑΝ ΝΑ ΣΤΕΛΝΟΥΝ ΜΗΝΥΜΑΤΑ ΕΝ ΣΥΝΕΧΕΙΑ ΠΕΡΙΠΟΥ 01/02/2025 ΑΠΟΦΑΣΙΣΑ ΝΑ ΣΥΝΔΕΘΩ ΣΤΗΝ ΠΛΑΤΦΟΡΜΑ ΓΙΑ ΝΑ ΕΠΙΚΟΙΝΩΝΗΣΩ ΜΕΣΩ ΤΟΥ CHAT ΝΑ ΣΤΑΜΑΤΗΣΟΥΝ ΝΑ ΣΤΕΛΝΟΥΝ ΜΗΝΥΜΑΤΑ ΚΑΙ ΕΙΔΑ ΟΤΙ Ο ΛΟΓΑΡΙΑΣΜΟΣ ΜΟΥ ΗΤΑΝ ΕΝΕΡΓΟΣ.

ΠΟΙΑ ΜΗΝΥΜΑΤΑ ΕΙΝΑΙ ΘΟΛΑ? ΕΓΩ ΤΑ ΔΙΑΒΑΖΩ ΟΛΑ.

Hi coolies,

Here's the timeline of events so far.

• 10 October 2024
• Player claims to have requested account closure via live chat.
• ➡️ No supporting evidence provided.

• 4 December 2024
• Player contacted the casino stating that his account had been deleted, yet he continued receiving promotional messages via phone.

• 1 February 2025
• Player logged into the account and saw that it had never been closed.

• 10 March 2025
• Player sent an email mentioning the Gambling Problem (GP).
• ➡️ Casino did not respond.

• (Date unspecified, repeated claims)
• Player states he repeatedly asked support to close his account.
• ➡️ No proof available.

• 9 April 2025
• Player contacted live chat again, claiming his previously deleted account was reopened by the casino without his consent.

Just a quick note to say sorry—last time, I had trouble opening some of the screenshots you sent, but I’ve gone through everything again and now it all seems to be showing just fine.

Thank you very much, coolies, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej (matej.l@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello again, coolies!

I'll do my best to help you resolve this issue as soon as possible and get your account closed for good. Since this casino recently has stopped responding to our pleas, I would recommend in the meantime sending yet another self-exclusion request. Can't do any harm. You can use the following template:

---------------------------------------------

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings TikTaka Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a lifetime.

The reason for my decision is my gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

---------------------------------------------

Please send another email to support@tikitaka.com (you can CC me at matej.l@casino.guru in the copy) and keep me informed about any further developments. Thank you.

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? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

I am waiting to make a withdrawal.

περιμενω να κανω αναληψη

CAN YOU HELP ME CLOSE MY ACCOUNT? I HAVE SENT THEM SO MANY TIMES.

ΜΠΟΡΕΙΤΕ ΝΑ ΠΑΡΕΜΒΕΤΕ ΝΑ ΚΛΕΙΣΕΙ Ο ΛΟΓΑΡΙΑΣΜΟΣ ΜΟΥ? ΤΟΥΣ ΕΧΩ ΣΤΕΙΛΕΙ ΤΟΣΕΣ ΦΟΡΕΣ.

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 coolies, I have tried to contact the casino repeatedly, and despite being ensured by the representative that this case will get looked into, nothing has happened. 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. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Sadly, this casino is unlicensed, therefore I can't even ask you to submit a complaint to the Gaming Authority, as none is overseeing this casino.

The only recommendations I can give, is firstly to block the phone number and e-mail address that keeps sending you marketing communication, and secondly to install free BetBlocker app (https://betblocker.org/) that will block this site for you. I am sorry I could not be of more help on this occasion.

Best regards,

Matej

Dear All,

We would like to inform you that we have initiated a thorough review of this matter to ensure all aspects are carefully examined. As a precautionary measure, the account in question has been permanently closed.

We appreciate your understanding and cooperation while we complete this process.

Kind regards,

Tikitaka Casino Team

Dear coolies,

Thank you for your patience as we continue to look into your case.

Regarding your request for account closure on March 10th, we've carefully checked our records but cannot locate an email request from that date.

To help us find this specific request and fully investigate, could you please provide a screenshot of that email (sent on March 10th)? It's crucial that this screenshot clearly shows both your full sender email address and our full recipient email address at the top. This information wasn't fully visible on the previous screenshot you provided.

Once we receive this, we'll be able to proceed with reviewing your request.

Best regards,

Tikitaka Casino Team

Dear coolies,

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,
Matej
Casino.Guru