TikiTaka Casino - O jogador afirma que o seu pagamento foi atrasado.

Good afternoon,

I need your help so that my withdrawal request is finally processed and paid.

On the 2nd, I won a prize, met the wagering requirements and made a withdrawal request, as the withdrawal limit for my player level is €500, I divided the requests into three, that is, I requested a withdrawal of €500 on the 2nd, another €500 on the 3rd and the remaining €400 on the 4th. I let the three-day deadline for payment pass and began the struggle of trying to find out from the live chat how the processing was going, it's frustrating to realize that they don't do any good and the answers are always the same. To this day I've had absolutely no relevant information and no money in my account.

Boa tarde,

Preciso da vossa ajuda para que o meu pedido de saque seja finalmente processado e pago.

No passado dia 2, ganhei um prémio, cumpri com os requisitos de aposta e fiz pedido de levantamento, como o limite de levantamento para o meu nível de jogador é de 500€, reparti os pedidos em três, ou seja, pedi um saque de 500€ no dia 2/9, mais 500€ no dia 3 e os restantes 400€ no dia 4. Deixei passar os três dias de prazo para pagamento e comecei na luta de tentar saber junto do live chat como estava o processamento, é frustrante perceber que nada adiantam e as resposta são sempre iguais. Até ao dia de hoje sem absolutamente nenhuma informação relevante e sem dinheiro na conta.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello.

Nothing. I still haven't received my winnings. Yesterday I went back to the casino's live chat, but I was told more of the same.

It's difficult.

Olá.

Nada. Continuo sem receber os meus ganhos. Ontem voltei ao live chat do casino, mas mais do mesmo me foi dito.

Está dificil.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hello,

Yes, on 08/27 I made a withdrawal request for 150€ and everything went well, in three days I had the money in my account.

My account doesn't require verification.

I played with a bonus, I don't remember which one, I won €1250 on a slot and I met the wagering requirements.

Olá,

Sim, no dia 27/08 fiz um pedido de saque no valor de 150€ e correu tudo bem, em tres dias tive o dinheiro na conta.

A minha conta não requer verificação.

Joguei com bónus, não me recordo qual, ganhei 1250€ numa slot e cumpri os requisitos de aposta.

Good morning,

Another strange situation has arisen. I try to log in to the casino website and I get this:

I've tried several times to access it via my cell phone. Always this message. I got scared.

Then I tried to access my account from another phone and I succeeded.

Strange, isn't it?

Bom dia,

Surgiu mais uma situação estranha. Tento entrar no site do casino e deparo-me com isto:

Tentei inúmeras vezes aceder através do meu telemóvel. Sempre esta mensagem. Fiquei com receio.

Depois tentei aceder à minha conta atraves de outro telemóvel e consegui.

É estranho, não?

Dear player, do you have any updates regarding your withdrawals – have they been processed, or has the status changed?

Also, are you currently able to access the casino website? If not, please try removing the number 9 from the link and try again.

Hi Diminika

Nothing has changed in the withdrawals. 😔

I was able to log in on the website.

Olá Diminika

Nada se alterou nos saques. 😔

No site já consegui entrar.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Barbora (barbora.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite TikiTaka Casino representative to join this conversation.

Dear TikiTaka Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Lucyfera,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you with your pending withdrawal and will provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,  

TikiTaka team.

Dear TikiTaka Team,

Thank you for your prompt response and for looking into this matter. We appreciate your efforts and will be awaiting your update regarding the pending withdrawal.

Best regards,

Barbora

Good afternoon,

I received an email asking for proof of identity and deposit. I have already submitted them. I hope that this is resolved and that there are no obstacles, it's been almost 4 weeks of waiting and only now they are asking for account verification, which until now was not necessary.

Unfortunate.

Boa tarde,

Recebi email pedindo comprovativos de identidade e depósito. Já submeti. Espero que desta se resolva e que não haja entraves, já basta quase 4 semanas de espera e só agora pedirem a verificação de conta, que até agora não era necessário.

Lamentável.

Dear Lucyfera,

We appreciate your submission of the requested documents. 

We are pleased to convey that your account has successfully completed verification.

Concerning your pending withdrawals, we are currently reviewing your request with priority. Consequently, we anticipate that you will receive an update at your earliest convenience.

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much. 

Kind regards,  

TikiTaka team.

Good morning,

I hope that the processing of my withdrawals will now be dealt with as quickly as possible.

Thank you.

Bom dia,

Espero que o processamento dos meus saques, sejam agora, tratados com a maior celeridade.

Obrigada.

Finally!

I've finally received my winnings.

Thank you for your extraordinary help.

Finalmente!!

Finalmente recebi os meus ganhos.

Obrigada a vocês pela ajuda extraordinária.

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

Dear Lucyfera,

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,

Barbora