TikiTaka Casino - Запрос игрока на самоисключение задерживается.

I registered at this casino and at a certain point I requested self-exclusion because I couldn't control my spending. The casino's terms and conditions state that they do this within 24 hours. In the customer area there is no option for us to do this independently, either temporarily or permanently.

I asked, as indicated, by email on 09/03/2025. To date, nothing has been done. They don't reply by email. In the chat they can't solve it, they just keep repeating the same information that they will forward it, apologize for the inconvenience and ask for patience, they will refer it to the competent department. Every day I send an email and chat. I can't resolve it. And I can't control the use of the casino...

Registei-me neste casino e em determinado momento pedi a autoexclusao por não estar a conseguir controlar os gastos. Os termos e condições do casino indicam que o fazem em 24h. Na área de cliente não há qualquer opção para que o possamos fazer autonomamente, quer temporária, quer definitivamente.

Pedi, conforme indicam, por mail, a 09/03/2025. Até hoje nada foi feito. Por mail não respondem. No chat não podem resolver, apenas repetem sempre a mesma informação que vão encaminhar, pedem desculpa pelo incomodo e pedem paciência, vão remeter ao departamento competente. Todos os dias mando mail e falo no chat. Não consigo resolver. E não consigo controlar a utilização do casino...

Dear Trixinha,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing with the self-exclusion request.

To better assist you, could you please clarify the following:

• Could you specify the email address you sent your self-exclusion request to on 09/03/2025?
• Have you received any response from the casino, even if it was an automated one?
• Can you confirm if the casino mentioned any specific reason for the delay in processing your request?
• Has the casino provided any information about their process for handling self-exclusion requests, such as estimated timeframes or next steps?

Please feel free to forward any relevant communication, such as emails or chat logs, to my email at [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning,

There is only one email address for all matters, even in the chat I asked for an email to make a complaint and the contact is the same, they just say to put it in the subject CLAIM. .

I only received a reply once, on 10/3, to which I replied 7 minutes later. Never again since.

They don't give any specific reason. They say that's not how they normally work, that my requests have been received and are being dealt with, that it may be an overload of requests for assistance from other users and that they'll forward my concerns to the department responsible... Nothing more.

Bom dia,

Existe apenas um endereço de mail para todos os assuntos, inclusive no chat pedi um mail para fazer uma reclamação e o contacto é o mesmo, só dizem para colocar no subject RECLAMAÇÃO. [email protected].

Recebi apenas 1 vez uma resposta, dia 10/3, à qual respondi 7 minutos depois. A partir daí nunca mais.

Não apresentam motivo nenhum em específico. Dizem que normalmente não é assim que funcionam, que os meus pedidos foram recebidos e estão em tratamento, que pode ser uma sobrecarga de pedidos de assistência de outros utilizadores e que vão encaminhar ao departamento responsável as minha preocupações... Nada mais.

Dear Trixinha,

Thank you for getting back to me. I can only imagine how frustrating and unfair this situation must feel. Before we proceed, could you please confirm if the following timeline is correct?

• Around March 9th: You sent an email saying:

"Not being able to control spending."

• Later on the same day: You followed up with:

"Close this account."

"I want self-exclusion, I've already spent too much money on little."

• March 10th: The casino responded, saying that if you wanted to close your account, your balance would be confiscated.

If this matches your experience, please let me know.

To be completely honest, I find it deeply troubling that a casino would even suggest taking your remaining balance simply because you asked for help with responsible gambling. This is not how player protection should work. A self-exclusion request should be taken seriously, not used as an excuse to withhold your funds. It makes absolutely no sense, and I genuinely don’t understand what gives the casino the right to make such a demand.

• Also, could you please tell me when you made your last deposit with this casino? This information will help us fully understand the situation and push for a fair resolution.

You are not alone in this, and I truly appreciate your patience while we look into this together.

Looking forward to your response.

Unfortunately, today I did.

Every day I ask to close the account because as much as I want to and am aware that I can't keep playing, I keep doing it and spending money.

Infelizmente, hoje fiz.

Todos os dias peço para fechar a conta porque por muito que eu queira e tenha consciência que não posso continuar a jogar, continuo a fazê-lo e a gastar dinheiro.

Thank you very much, Trixinha, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej ([email protected]) , 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 Trixinha, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

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.

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.

I'm sharing with you the casino's response after more than a month of silence! It's laughable...

Remember that since 09/03/2025 I've been asking them every day by email and also in the live chat to cancel my account because I can't control my spending and I want to self-exclude.

Partilho com vocês a resposta do casino após mais de um mês de silêncio! É para rir...

Relembrar que desde 09/03/2025 que peço todos os dias por mail e também no chat ao vivo que cancelem a conta porque não estou a conseguir controlar os gastos e quero a autoexclusao



Unfortunately, seems like the casino is completely ignoring the mediation attempts.

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. 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 has no license and no chosen mediator for resolution of complaints like this, so I can't even recommend any further steps, except blocking the website manually within your browser, or using the free app BetBlocker (https://betblocker.org/pt/) to keep you safe from online gambling and unresponsive sites like this one. I am truly sorry I could not be of more help on this occasion.

Best regards,

Matej

Dear PatCas,

We sincerely apologies we could not reply earlier and also for your experience.

We have escalated your request to the appropriate team for further investigation. We will make every effort to assist you in this matter and will provide you with an update at the earliest opportunity.

We sincerely appreciate your patience during this time. Thank you for your understanding.

Kind regards,  

Tikitaka team.

Dear PatCas,

After conducting a thorough internal review, we are now in a position to extend an offer of 3,000 EUR as a gesture of goodwill.

If you agree we can proceed requesting for your payment details.

We kindly wait for your update.

Kind regards,

TikiTaka team.

Dear TikiTaka team,

I would be very happy with this resolution!

It's a very good gesture on your part.

What do you need from me?

Cara equipa TikiTaka,

Ficaria muito feliz com essa resolução!

É um gesto muito correto da vossa parte.

Que precisam do meu lado?

Hello again,

I've already sent you the email with all the information you requested.

I look forward to hearing from you, thank you

Olá novamente,

Já vos enviei o email com toda a informação solicitada.

Aguardo feedback, obrigada

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear PatCas,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej

Hi Matej, the payment has already gone into my bank account.

Thank you

Olá Matej, o pagamento já deu entrada na minha conta bancária.

Obrigada

We’ve reopened this complaint at the request of PatCas. According to the player, the self-excluded account has been reopened with options to deposit and play.

Dear PatCas, if you can e-mail me a video showing current date and you being able to log into your account, as well as forward me the marketing communication you have received at [email protected], alongside the date of reopening of your account, that would be very helpful.

The email I received with the initial offer of 300€ I've deleted, it was on 26/11, but I'll show you the amounts loaded (theirs and mine...). And I've received several offers.

Ola! O mail que recebi com a oferta inicial dos 300€ apaguei, foi a 26/11, mas vou mostrar os valores carregados (o deles e os meus...). E tenho recebido vários com ofertas.

After all, I have marketing communication, so here goes:

Afinal tenho a comunicação de marketing, aqui vai:

More campaigns...

Mais campanhas...

Every day they try to convince me to keep playing...

Diariamente me tentam convencer a continuar a jogar...

One more incentive, Sunday...

Mais um incentivo, domingo...

Today...

Hoje...

Thank you. I would recommend blocking their e-mail address to stop the casino spam.