TikiTaka Casino - A conta do jogador apresenta sérias falhas em relação ao jogo responsável.

Dear Casino Guru,

I would like to file a complaint against TikiTaka Casino regarding a serious failure of its responsible gambling procedures.

I have a documented gambling problem, which should already be known within this casino group. I currently have an unresolved complaint against their sister casino, VegasHero, in which the casino admitted that it mistakenly allowed me access to my account on three separate occasions despite my gambling history and self-exclusion.

That complaint can be found here:

https://casino.guru/complaints/vegas-hero-casino-player-s-account-was-reopened-without

Despite this history, I was able to open an account at TikiTaka Casino, make deposits, and lose €2950 in a single day.

In my opinion, this should never have been possible. Since TikiTaka and VegasHero belong to the same group, I believe they should have had access to the information regarding my gambling addiction and the previous responsible gambling failures that VegasHero has already acknowledged.

Instead of protecting a known vulnerable player, TikiTaka allowed me to gamble without any intervention. I believe this represents another serious failure of the group’s responsible gambling procedures.

I have contacted TikiTaka directly and requested:

A full refund of my losses.

A permanent self-exclusion from all gambling brands operated by the same group.

An explanation of why I was allowed to register and gamble despite my known gambling history.

At the time of submitting this complaint, I have not received a satisfactory resolution.

I respectfully ask Casino Guru to investigate this matter and determine whether the casino fulfilled its responsible gambling obligations. Given the previous admitted mistakes by VegasHero, I believe it is reasonable to expect that the group should have taken appropriate measures to prevent me from gambling at another casino under the same ownership.

Thank you for your time and assistance.

Kind regards,

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Dear Jesst,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have reviewed the general terms and conditions, and this is what I found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@tikitaka.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.

To proceed further, could you please confirm whether you specifically requested a self-exclusion from TikiTaka Casino?

I look forward to your reply.

Best regards,

Jean

Thank you for your reply.

At the time of my initial complaint, I had not yet specifically requested a self-exclusion from TikiTaka Casino. I have since submitted that request.

However, I would like to emphasize that this does not change the core of my complaint. Regardless of whether a formal self-exclusion request had already been made at TikiTaka Casino, the operator has an independent duty of care under responsible gambling obligations.

Within a period of no more than three hours, I was able to deposit and lose a total of €2,950 without any meaningful affordability checks, source of funds verification, enhanced due diligence, or responsible gambling intervention. Such activity is objectively indicative of high-risk gambling behaviour and should have triggered immediate monitoring and appropriate protective measures.

The fact that these deposits and

losses were permitted without any form of verification or intervention raises serious concerns as to whether the operator complied with its regulatory obligations to identify and prevent gambling-related harm. A gambling operator cannot rely solely on the absence of a self-exclusion request where clear indicators of excessive gambling are present.

Therefore, my complaint is not limited to the issue of self-exclusion. It also concerns the operator’s apparent failure to comply with its duty of care and responsible gambling obligations by allowing substantial losses in a very short timeframe without appropriate checks or intervention.

I respectfully request that this aspect of my complaint is fully considered during your assessment.

I am a resident of the Netherlands and was able to register, deposit, and gamble on the website using iDEAL, which is a payment method primarily used by Dutch customers.

During a single gambling session of approximately three hours, I made multiple deposits totaling €2,950. The deposits became progressively larger as I continued playing, and I ultimately lost the entire amount.

Despite these clear signs of potentially harmful gambling behavior—multiple deposits in a short period, increasing deposit amounts, and significant losses within a few hours—the casino did not contact me, issue any warning, suggest a cooling-off period, request affordability information, or take any action to protect me.

My complaint is that the casino failed to act responsibly and did not intervene despite obvious indicators of risky gambling behavior. I believe the operator should have identified these warning signs and taken appropriate responsible gambling measures instead of continuing to accept my deposits without any intervention.

I would like Casino Guru to investigate whether TikiTaka Casino complied with its responsible gambling obligations and its own responsible gambling policy in my case. If the casino failed to meet those obligations, I would like it to explain why no intervention took place despite my gambling pattern.

I am also requesting that the casino review my case and consider a fair resolution in light of the circumstances.

Thank you for providing the additional details and for explaining your concerns.

I am sorry to hear about your gambling-related difficulties and appreciate you sharing your experience with us.

When creating an account, players accept the casino's Terms and Conditions, which include the following warranty:

"You are a competent and law-abiding citizen" and "You do not have a gambling addiction."

By accepting these terms, players declare that they are capable of making their own gambling decisions unless they notify the casino otherwise.

From our perspective, the clearest point at which a casino becomes responsible for taking protective action is when a player explicitly informs the operator that they are experiencing a gambling problem and requests self-exclusion. If the casino then fails to process that request within a reasonable timeframe and continues allowing gambling, we would consider that a significant responsible gambling failure.

In your case, you confirmed that no self-exclusion request had been submitted to TikiTaka Casino before the gambling session during which the losses occurred. Although you have since requested self-exclusion, the casino had not been directly informed of your gambling addiction prior to those events. We are unfortunately unable to conclude that TikiTaka Casino violated an obligation that would justify requesting a refund of your losses. While we fully understand your concerns regarding responsible gambling practices, we do not have sufficient grounds to pursue the complaint further on this basis.

I appreciate your understanding and sincerely hope your recent self-exclusion request helps prevent similar situations in the future.

Could you please give an update on whether your account has been permanently closed? To make sure that it's closed permanently for self-exclusion and not just an account closure, please send your self-exclusion request, along with the casino's replies.

Thank you in advance.

Dear Jesst,

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,
Jean
Casino.Guru