TikiTaka Casino - A desistência do jogador está atrasada apesar da verificação ter sido concluída.

I have €40,000 in my account (€38,500 account balance and €1,500 in three pending withdrawals).

I have successfully completed several withdrawals in the past, including withdrawals made after my large win.

After my balance increased significantly, the casino requested additional verification documents.

Documents submitted

● Identity verification.

● Verification of my Bunq payment method (approved).

● Official confirmation from Salt Bank proving I am the owner of the Salt Bank Mastercard used for deposits.

● Official proof of residence issued by my employer (Sterk Werk), confirming my residence in the Netherlands since November 2025.

The casino later confirmed by email that:

● all requested documents have been received;

● no additional documents are required;

● my case is under priority review by the Security Department.

Despite this confirmation, my withdrawals remain blocked.

Current situation

● Account balance: €38,500.

● Pending withdrawals: €1,500 (3 × €500).

● Withdrawals remain blocked.

● The account is still active.

● No Terms & Conditions violation has ever been communicated.

● No funds have been confiscated.

● No additional documents have been requested.

I have repeatedly contacted the VIP Manager, but I continue receiving generic responses stating that my case has been forwarded to the relevant department.

I respectfully request assistance in obtaining the completion of the verification process and the release of my pending withdrawals and account balance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Are there any documents in your account that are currently pending verification? Have you received any communication indicating the status of your latest document submission?

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,

Attila

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear dragos187,

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,
Attila
Casino.Guru