TikiTaka Casino - O pedido de autoexclusão do jogador está atrasado.

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.

I want the casino to refund me €1,500 for this improper reopening of my account.

Pretendo que o casino me devolva 1500€ sobre esta reabertura indevida de conta.

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 Matej,

We have sent an email attached with few evidences for your review.

We are looking forward for your update.

Kind regards,

TikiTaka Casino team.

Good morning,

I don't know what documents were sent by tikitaka casino, but they certainly won't justify the casino's stance in this situation.

Facts:

- 4 months ago the account was closed at my insistence and due to gambling addiction

- all parties were aware of the situation

- interestingly, in November, out of the blue, I began to receive advertising from the casino and realized that my account had been reactivated

- they offered me money, topped up my casino account with €300 and encouraged me to play, even though I knew that in August the account had been closed due to gambling addiction

- on 1/12 I asked them to close the account again

- on 10/12 I asked them to close the account again, since they didn't even reply to my first email and the account could still be used

- I reopened this complaint with casino guru

- only after this did I receive 2 mails from tikitaka casino on 18/12, one saying that they were analyzing and the other confirming the closure of the account.

So, bad faith on the part of this casino, which reopens an account of a player with an addiction, well known to all parties, offers money and encourages gambling.

Bom dia,

Não sei que documentos foram enviados pelo casino tikitaka, mas certamente não vão justificar a postura do casino nesta situação.

Factos:

- há 4 meses atrás a conta foi encerrada por minha insistência e devido ao vício do jogo

- todas as partes eram conhecedoras da situação

- curiosamente em novembro e do nada comecei a receber publicidade do casino e verifiquei que a minha conta tinha sido reativada

- ofereceram-me dinheiro, carregaram a minha conta do casino com 300€ e incentivaram ao jogo, mesmo sabendo que em agosto a conta tinha sido encerrada por vício de jogo

- a 1/12 voltei a pedir para fecharem a conta

- a 10/12 voltei a pedir para fecharem a conta, uma vez que nem me responderam ao primeiro mail e a conta continuava a poder ser usada

- reabri esta reclamação no casino guru

- só após isto recebi 2 mails do casino tikitaka, dia 18/12, um a dizer que estavam a analisar e outro de seguida a confirmar o encerramento da conta

Portanto, má fé deste casino que reabre uma conta de jogador com vício, sobejamente conhecido por todas as partes, oferece dinheiro e incentiva ao jogo.

Dear PatCas,

I have reviewed the evidence provided by the casino. I agree with the sentiment that this does not bode well for the casino's reputation, as the account should have been permanently self-excluded and prohibited from reopening whatsoever. Therefore, I have asked the casino representative to take measures to prevent this situation repeating in the future, and now am waiting for the confirmation. Your account should be closed for good, and no further marketing communication should be sent your way. If at any point it does happen, please let me know immediately either by sending a reopen request for this case, or e-mail me directly at [email protected].

Regarding the refund, I am not sure you will be happy with our resolution. As per our own Fair Gambling Codex - accounts closed for gambling addiction should never be reopen. To be fair towards both sides, we believe that same way you should have not been able to deposit money and lose them, you should also not be able to play and win. Hence, I can only ask for your deposits to be refunded, but not the winnings. As per evidence provided by the casino, your deposits since reopening are totalling 150€, which will be refunded to the payment method used for depositing.

Right now I am waiting for the casino to confirm amendments made to prevent further issues with marketing communication and reopening of your account, as well as refund processing. In the meantime, please let me know if you have questions or if there is any more issues that needs to be addressed.

Good morning Matej,

I'm not really satisfied with that resolution. The losses are not just the amounts loaded into the casino account. The monetary losses, whatever they may be, are less than all the emotional, physical and mental damage that these situations cause. If the casino had reimbursed me the amounts I spent and lost the first time, from 9/03 when I asked for the account to be closed until the casino did so, it would certainly have been more than the €3,000 they paid me.

I assure you and you know very well that the casino NEVER loses.

On the other hand, the lives of people who unfortunately fall for these scams, who find it difficult to get out of them, but at some point find a force that tells them to stop, ask the casino to close the account since the casino account doesn't have that option and the player can't do it on their own (which shouldn't even be legal) and the casino doesn't respond, doesn't close the account, offers false victories and winnings, encourages even more gambling by those who shouldn't play but can't stop, those lives are destroyed and often without any recovery. Financially and psychologically.

But do as you see fit.

Bom dia Matej,

Não fico de facto satisfeita com essa resolução. As perdas não se resumem apenas a valores carregados na conta do casino. As perdas monetárias, quaisquer que sejam, são inferiores a todos os danos emocionais, físicos e mentais que estas situações provocam. Se o casino me tivesse reembolsado os valores que gastei e perdi da primeira vez, desde 9/03 em que pedi o encerramento da conta e até que o casino o tenha feito, certamente foi mais que os 3000€ que me pagaram.

Vos garanto e vocês sabem muito bem que o casino NUNCA fica a perder.

Já as vidas das pessoas que infelizmente caem nestes esquemas, que têm dificuldade em sair deles, mas ainda encontram em determinado momento uma força que lhes diz que devem parar, pedem ao casino para fechar a conta já que autonomamente a conta do casino não tem essa opção e o jogador não o consegue fazer sozinho (o que nem devia ser legal) e o casino o que faz é não responder, não fechar a conta, oferecer falsas vitórias e ganhos, estimular ainda mais o jogo de quem não devia jogar mas não consegue parar, essas vidas ficam destruídas e muitas vezes sem recuperação possível. Financeiramente e psicologicamente.

Mas façam como acharem melhor.