Tiki Casino - La cuenta del jugador ha sido cerrada.

Hello everyone,

I signed up at TikiCasino and deposited a lot of money, estimated around 7-8k.

Now I have won €13,000 that I would like to withdraw. I have submitted everything, and today my account was suspended, please see the attachment.

Can you help me resolve this issue?

Hallo zusammen,

ich habe mich bei TikiCasino angemeldet und jede Menge Geld einbezahlt geschätzt 7-8k.

Jetzt habe ich 13.000€ gewonnen die ich auszahlen möchte. Habe alles eingereicht und dann wurde heute mein Account gesperrt siehe Anhang.

Könnt ihr mir helfen das Problem zu lösen.

Dear Hido2727,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, and I’d like to help you resolve this issue. To understand the situation fully, could you please answer the following questions:

• How long ago did you register your account with the casino, and did you complete the verification process successfully?
• What types of games have you been playing (live casino, slots, sports betting, or others)?
• Were your winnings accumulated while using an active bonus or without one?
• Have you experienced any issues or delays with withdrawals in the past, or is this the first time?

Your cooperation is crucial for us to proceed with resolving your case. Without this information, it will be difficult to move forward effectively.

If you have any relevant communication or documents, please forward them to petronela.k@casino.guru, and we will review them.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petronela,

I registered a month ago and wanted to verify myself but then it said I didn't have to register.

After that I deposited and played and won and then requested a withdrawal.

Then they wanted an ID confirmation from me, which I submitted (driver's license) and credit card pictures in total (3 credit cards).

Then I got an email saying my account had been blocked. I'm also in contact with the VIP manager, see below, that's the reason, unfortunately I don't know where the error was.

I played slot machines.

Winnings were won without bonus.

This is the first time I have difficulties

I ask for help because I am in a really bad financial situation right now

'Good morning H****,

As far as I can see, your player account has unfortunately been permanently closed. This is a final business decision as you have violated our terms and conditions (points 4.1 and 9.4). Unfortunately, reopening the account is not possible.'

Hallo Petronela,

die Registierung war vor 1 Monat ich wollte mich Verifizieren aber dann stand da ich muss mich nicht registieren.

Danach habe ich eingezahlt und gespielt und gewonnen habe dann die Auszahlung beantragt.

Danach wollten die von mir eine ID Bestätigung die ich eingereicht habe (Führerschein) und Kreditkarten Bilder insgesamt (3 Kreditkarten).

Dann kam die Mail das mein Account gesperrt wurde. Bin mit VIP Manager auch im Kontakt siehe unten das ist die Begründung ich weis leider nicht wo der fehler war.

Ich habe Spielautomaten gespielt.

Gewinn wurde ohne Bonus gewonnen.

Das ist das erste mal das ich schwierigkeiten habe

Ich bitte um hilfe da ich finanziell wirklich gerade schlecht da stehe

‚Guten Morgen H****,

soweit ich sehen kann, wurde dein Spielerkonto leider permanent geschlossen. Dies ist eine endgültige geschäftliche Entscheidung, da du gegen unsere AGBs (Punkte 4.1 und 9.4) verstoßen hast. Eine Wiedereröffnung des Kontos ist leider nicht möglich.‘

Thank you very much, Hido2727, 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 your issue is resolved to your satisfaction in the near future.

Hello Hido2727,

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 Tiki Casino to join the conversation.

Dear Tiki Casino,

Can you please provide an explanation as to why the player's account has not passed the KYC verification? If the information cannot be shared publicly please forward it to me at michal.k@casino.guru

Thank you, I hope you get in touch..

Danke ich hoffe Sie melden sich..

Dear All,

Thank you for reaching us out.Please be informed that the customer's account was closed and winnings were deducted due to a breach of our Terms and Conditions, specifically Clause 4.

1:4.1 By opening an account on our Website and by using our Website you warrant that:

<...> the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

The customer used 3rd party credit cards to deposit on our Website. Dear Michal, additional evidence has been sent to your mailbox.

Kind regards,

Tikicasino team

Hello everyone,

They are not strangers, one is my mother and the other is my cousin and there are no problems with the payment.

I don't understand it..

Hallo zusammen,

es sind ja keine unbekannte eine ist meine Mutter und der andere mein Cousa bei der Einzahlung gibt es ja auch keine Probleme.

ich versteh es nicht..

Thank you for the information and evidence provided, Tikicasino team.

Dear Hido2727,

After gathering all the necessary information and evidence, we are forced to reject this complaint. As previously communicated by the Tikicasino team, it was proven that you utilized a payment method that is not registered in your name to fund your casino account, which is a violation of standard online casino regulations. This policy is widely recognized across the industry. Unfortunately, we are not able to help you when there is a clear breach of the casino's terms and conditions.

I can only recommend that you make sure you only use a payment method held in your name to fund your casino account, read the casino's T&Cs thoroughly, and make sure to follow all the rules to avoid disappointments like this. Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru