TikiTaka Casino - Spillerens konto forbliver aktiv på trods af anmodning om selvudelukkelse.

Ladies and Gentlemen

I would like to file a complaint against the online casino TikiTaka.

On February 21, 2026, at 7:28 PM, I explicitly requested a permanent suspension of my player account via email, stating that I am a gambling addict. I asked the casino to close my account permanently.

Despite this clear self-exclusion request, my account remained active. Since I received no confirmation, I sent further emails on February 23, 2026, and again on February 25, 2026, to confirm and implement the exclusion.

On February 22, 2026, at 00:33, there was still a balance of €300.31 in my player account. Since my account remained active despite my account suspension request, I was still able to access it and gamble away the balance.

It wasn't until February 25, 2026, at 8:14 PM that I finally received confirmation that my account had been closed. By that time, my balance was already lost.

According to the principles of responsible gambling, an account must be closed immediately after a self-exclusion due to gambling addiction in order to prevent further damage.

Since my self-exclusion request was not implemented for several days, I demand a refund of the balance of €300.31 that was still in my account at the time of my self-exclusion request.

I can provide the following documents as evidence:

Email containing the self-exclusion request dated February 21, 2026 at 7:28 PM

Further reminder emails from February 23, 2026 and February 25, 2026

Screenshot of the account balance of €300.31 on February 22, 2026

Confirmation of account closure dated February 25, 2026 at 8:14 PM

I request a review of the case and assistance in obtaining a refund of the aforementioned amount.

Best regards

Sehr geehrte Damen und Herren,

ich möchte eine Beschwerde gegen das Online-Casino TikiTaka einreichen.

Am 21.02.2026 um 19:28 Uhr habe ich per E-Mail ausdrücklich eine dauerhafte Sperre meines Spielerkontos beantragt und dabei angegeben, dass ich spielsüchtig bin. Ich habe das Casino gebeten, mein Konto dauerhaft zu schließen.

Trotz dieses klaren Selbstsperrantrags blieb mein Konto weiterhin aktiv. Da ich keine Bestätigung erhalten habe, habe ich am 23.02.2026 sowie erneut am 25.02.2026 weitere E-Mails gesendet, um die Sperre zu bestätigen und umzusetzen.

Am 22.02.2026 um 00:33 Uhr befand sich noch ein Guthaben von 300,31 € auf meinem Spielerkonto. Da mein Konto trotz meines Sperrantrags weiterhin aktiv war, konnte ich weiterhin auf das Konto zugreifen und das Guthaben verspielen.

Erst am 25.02.2026 um 20:14 Uhr erhielt ich schließlich die Bestätigung, dass mein Konto geschlossen wurde. Zu diesem Zeitpunkt war mein Guthaben bereits verloren.

Nach den Grundsätzen des verantwortungsvollen Glücksspiels muss ein Konto nach einer Selbstsperre aufgrund von Spielsucht unverzüglich geschlossen werden, um weiteren Schaden zu verhindern.

Da mein Antrag auf Selbstsperre mehrere Tage lang nicht umgesetzt wurde, fordere ich die Rückerstattung des Guthabens in Höhe von 300,31 €, das sich zum Zeitpunkt meines Sperrantrags noch auf meinem Konto befand.

Als Nachweise kann ich folgende Dokumente vorlegen:

E-Mail mit dem Selbstsperrantrag vom 21.02.2026 um 19:28 Uhr

Weitere Erinnerungs-E-Mails vom 23.02.2026 und 25.02.2026

Screenshot des Kontostands von 300,31 € am 22.02.2026

Bestätigung der Kontoschließung vom 25.02.2026 um 20:14 Uhr

Ich bitte um Prüfung des Falls und um Unterstützung bei der Rückerstattung des genannten Betrags.

Mit freundlichen Grüßen

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 negative experience with TikiTaka Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you asked the casino for a refund due to failed player protection already? Have you received any response?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Unfortunately, I still receive advertisements from TikiTaka Casino.

leider bekomme ich weiterhin Werbung von TikiTaka Casino.

Dear ihea1984,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello ihea1984,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear TikiTaka Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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 ihea1984,

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 request as expediently as possible.

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

Best regards,   

TikiTaka Casino team.

Dear TikiTaka Casino,

Thank you for your reply. We are waiting to hear from you.

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 ihea1984,

We sincerely apologize for the delay in our responses.

We kindly ask for your continued patience as we await an update from the relevant department regarding your request. 

We are committed to resolving this matter promptly. We expect to provide you with a final update in the near future.

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

Kind regards,

TikiTaka Casino

Dear TikiTaka Casino,

After a month, we still haven't received a response that would shed some more light on the matter. Please be informed that I will be setting one last timer for you to provide us with an answer. If you fail to do so, I will have no choice but to close this complaint as unresolved.