Tiki Casino - La cuenta del jugador ha sido cerrada debido a un retraso.

The amount in dispute is approximate. I requested the closure of my account on December 9th due to my gambling problem. However, my account remained open until December 18th, by which time I had already suffered significant financial losses because my request had not been processed.

I am now waiting for answers as to why this happened and why my account was left open for more than a week later. The chat service is washing their hands of the issue and says that the relevant team will be in touch. I've now been waiting for over a month for email responses, and still, no one has replied to me. Is there anything I can do?

Summa josta kiista on suuntaa antava. Pyysin tilin sulkua 9.12 peliongelmani vuoksi. Kuitenkin tilini oli auki edelleen 18.12 johon mennessä olin kerennyt kokea huomattavat taloudelliset tappiot kun pyyntöäni ei oltu toteutettu.

nyt olen odottanut vastauksia miksi näin ja miksi vasta yli viikkoa myöhemmin tilini oli auki. Chat palvelu pesee kätensä ja kertoo vastaavan tiimin olevan yhteidessä. Nyt olen odottanut yli kuukauden sähöposti vastauksia ja edelleen kukaan ei ole vastannut minulle. Onko mitään mitä voisin tehdä.

Hello hc26hqnqsc,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tiki Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is currently still active?

When exactly did you mention gambling problems for the first time?

Did you accumulate your winnings with real money or did you use a bonus?

Please forward your initial self-exclusion request (with gambling problem mentioned) to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

Hello!

My account is no longer active. I made the first closure request by email on 9.12, where I explained the reason for my gaming problems. Finally, it was closed in the chat service on 18.12. I played with real money and did not use the bonus. So there are no actual winnings, but I am very surprised that my account was never closed upon my first request, but I managed to experience a loss before my account was actually closed.

I have tried to demand direct answers from the casino as to why this is happening but they are not commenting on the matter. I have saved all the emails I have sent and all the chat conversations are saved in my email.

Hei!

tilini ei ole enää aktiivinen. Ensimmäisen sulku pyynnön tein sähköpostilla 9.12 jossa kerroin syyksi peliongelmani. Lopulta se suljettiin chat palvelussa 18.12. Pelasin oikealla rahalla enkä käyttänyt bonusta. Varsinaisia voittoja ei siis ole vaan olen hyvin äimistynyt asiasta että tiliäni koskaan suljettu ensimmäisen pyyntöni kohdalla vaan kerkesin kokea tappioa ennenkuin tilini todella vasta suljettiin.

olen yrittänyt vaatia casinolta suoraa vastauksia miksi näin mutta he eivät kommentoi asiaa. Olen säästänyt kaikki lähettämäni sähköpostit sekä sähköpostissani on kaikki chat palvelussa käydyt keskustelut tallessa.

Thank you hc26hqnqsc for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello hc26hqnqsc,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Tiki 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.

Respectfully,

Michal

Dear hc26hqnqsc,

We would kindly request to provide us your payment details requested via mail in order to proceed with your payment.

Thank you in advance.

Kind Regards,

TikiCasino Team

Hi! Thank you for your response.

I have submitted my information to you on January 22. I will now submit it to you again.

Hei! Kiitoksia vastauksestanne.

olen toimittanut tietoni teille 22.1. Laitan ne teille nyt uudelleen.

Dear hc26hqnqsc,

Please, keep me updated regarding your payment. I am looking forward to your answer.

Hello!

I'll get back to you when I find out something about it. I've now given them my payment details twice.

Hei!

Palaan asiaan kun minulle selviää asiasta jotain. Nyt olen laittanut kaksi kertaa maksutietoni heille.

I haven't heard anything since I submitted my information.

Tietojeni lähetyksen jälkeen en ole kuullut mitään.

Dear Tiki Casino,

Could you update us on the payment situation?

Dear hc26hqnqsc,

Thank you for providing us your payment details.

We would kindly request that you remain patient as we endeavour to complete the payment as soon as possible.

Kind Regards,

TikiCasino Team

Dear hc26hqnqsc,

I will be waiting for you to confirm the arrival of your payment.

Hello.

Now the casino is asking me for my crypto wallet details, and I don't even have one. I'm starting to worry about what they needed my bank details for in the first place.

Hei.

nyt casino pyytää minulta kryptolompakkoni tietoja, eikä minulla edes tällaista ole. Alan olla huolissani mihin käyttöön he tarvitsivat pankkitietojani alun perin.

And the chat has instructed me to open a crypto wallet now. However, I don't want to do this and I don't plan to. I have made the deposits via visa transfer from my bank account and I also want them to be transferred to my bank account.

Ja chat on ohjeistanut että minun tulisi nyt kryptolompakko avata. En kuitenkaan tätä halua enkä aijo tehdä. Talletukset olen tehnyt visa siirrolla pankkitililtä i ja haluan ne myös pankkitililleni.

I received a response from the relevant department. "We can only review your request and proceed with the matter in crypto. Otherwise, we cannot handle the matter."

So this battle apparently ends here, because I don't plan on opening a crypto wallet because of that casino that has taken up my time for two months now, and is still turning it into my problem. Even though the first mistake was made by them when my account was not closed at my request.

I guess I can't do anything else but admit defeat at this point?

Sain vastauksen vastaavalta osastolta. "Voimme ainoastaan tarkastella pyyntöäsi ja viedä asiaa eteenpäin kryptolla. Muuten emme voi asiaa hoitaa."

joten tämä taisto päättyy ilmeisesti tähän, koska kryptolompakkoa en aijo avata tuon kasinon takia joka on vienyt nyt aikaani kaksi kuukautta, ja edelleen muuntaa asiaa minun ongelmaksi. Vaikka ensimmäinen virhe on tehty heisän toimesta kun tiliäni ei ole suljettu pyynnöstäni.

oletan että minä en siis voi enää tehdä muuta kuin myöntää tappioni tässä kohtaa?

Dear Tiki Casino,

Can you shed some light on the fact that the only way to refund the player is, as you have stated, in crypto?

The casino has stopped responding to me as well.

Kasino on lopettanut myös minulle vastaamisen.

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 hc26hqnqsc,

Thank you for providing us your payment details.

We will do our best to review them and let you know if anything additional is needed.

Kind Regards,

TikiCasino Team

This is going around in circles now and the matter is not progressing. I have not been contacted since this crypto wallet inquiry

Tämä kiertää nyt kehää eikä asia etene. Minuun ei olla oltu yhteydessä tämän kryptolompakko kyselyn jälkeen

Dear Tiki Casino,

Could you update us on the situation?

The casino has contacted me and they want to refund €350 apparently to my bank account. I have confirmed to them that this is ok and thanked them. I will keep you updated on the payment.

Kasino on ottanut minuun yhteyttä ja haluavat hyvittää 350€ ilmeisesti pankkitililleni. Olen kuitannut heille tämän olevan ok ja kiittänyt. Pidän teidät ajan tasalla maksusta.

The deadlock continues, and no refund is in sight. The chat service said they were waiting for my crypto wallet address, which I don't have, and I was very misleadingly told that I didn't need it either.

Umpikuja jatkuu, eikä hyvitystä näy. Chat palvelu kertoi heidän odottavat kryptolompakko osoitettani jota minulla ei ole ja minulle kyllä hyvin harhaan johtavasti annettii ymmärtää ettei sitä myöskään tarvitsisikaan.

I have received this email:

As a goodwill gesture we would like to offer you a refund in the amount of 350 EUR.

The refund is subject to signing a waiver.

Please let us know if you agree to these conditions.

Kind regards,

Tikicasino Team

I have now confirmed to them that the refund is OK. I have also sent them my bank details again upon request.

I'm still waiting to see if they'll pay the amount into my account, or how the matter will progress.

Olen saanut tällaisen sähköpostin:

As a goodwill gesture we would like to offer you a refund in the amount of 350 EUR.

The refund is subject to signing a waiver. 

Please let us know if you agree to these conditions.

Kind regards,

Tikicasino Team

olen nyt heille kuitannut palautuksen olevan ok. Olen myös lähettänyt pyynnöstä heille uudelleen pankkitietoni.

jään vielä odottamaan maksavatko he summan tililleni, vai miten asia etenee.

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.

Hello!

Thanks for your help! We have now reached an understanding with the casino and everything has ended well. Now I just have to wait for the refund to arrive in my account.

Thanks also to the casino, which ultimately kept its promise of responsible gaming and refunded me because my account had not been closed at the time of the request.

Happy spring to everyone!

Hei!

kiitoksia avusta! Olemme nyt päässeet yhteis ymmärrykseen casinon kanssa ja kaikki on päättynyt parhain päin. Nyt odotan enää hyvityksen saapumista tililleni.

kiitokset myös casinolle joka piti myös loppujen lopuksi lupauksensa vastuullisesta pelaamisesta ja tekevät hyvityksen minulle koska tiliäni ei oltu suljettu pyyntö hetkellä.

mukavaa kevättä kaikille!

So you can close the case, and I see no reason to give the casino a bad rating.

Voitte sulkea siis tapauksen, enkä näe syytä antaa huonoa luokitusta casinolle.

Dear hc26hqnqsc,

We would kindly request to check our email reply and provide us the requested document in order to proceed with the refund.

Thank you in advance.

Kind Regards,

Tiki Casino Team

I can confirm that the refund has arrived in my account!

Thanks to all parties involved and especially to Tiki Casino, which took its responsibility in supporting responsible gaming!

The helpers at tikicasino's chat service have been first-class, and when we finally got the matter moving forward with the relevant department, everything worked perfectly!

Happy spring everyone! I can close the case.

Voin vahvistaa hyvityksen saapuneen tililleni!

kiitoksia kaikille osapuolille ja ennenkaikkea tikicasinolle joka kantoi vastuunsa vastuullisen pelaamisen tukemisessa!

tikicasinon chat palvelun auttajat ovat olleet ensiluokkaisia, ja viimein kun saimme asian myös vastaavan osaston kanssa etenemään toimi kaikki mallikkaasti!

mukavaa kevättä kaikille! Tapauksen voin sulkea.

Dear hc26hqnqsc,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru