TikiTaka Casino - Igračev bonus je nepravedno smanjen.

I received a bonus offer via email and subsequently made a deposit. Since the bonus wasn't automatically credited, I asked live chat to grant it to me. They did. However, after fulfilling the wagering requirements, my bonus was reduced to the bonus amount itself, not to 10x the bonus as advertised. My complaint to live chat was unsuccessful, as they only sent pre-written responses due to the language barrier (German).

I provided screenshots to the chat and also translated them into English, but without success. Please help.

Ich habe ein Bonusangebot per Mail bekommen und daraufhin eingezahlt. Da der Bonus nicht automatisch gutgeschrieben wurde bat ich den Livechat mir den angebotenen Bonus zu gewähren. Das tat dieser auch. Nach Erfüllung des Wagers wurde aber mein Bonus auf den Bonuswert reduziert und nicht wie angeboten auf 10x des Bonus. Nach Beschwerde bei Livechat kam es zu keiner Lösung da diese nur vorgefertigte Texte verschickte aufgrund der Sprachbarriere (Deutsch)

Ich habe dem Chat Screenshots zur Verfügung gestellt und diese auch in English übersetzt ohne Erfolg. Bitte um Hilfe

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Dear andyohmsen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the bonus offer you received from the casino.

I checked the casino's bonus terms and conditions and this what I found.

Any deposit casino bonus has wagering requirements of x35(thirty-five) times the initial amount of the deposit and bonus received. Any such bonus has a maximum withdrawal limit of x10 (ten) the bonus amount received. For example, a 10 EUR (ten) deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.

To better understand the situation and assist you properly, could you please provide more details by answering the following questions:

• Could you please clarify when you activated and completed the bonus?
• I understand that the bonus was 150% of the deposit. How much did you deposit?
• How much did you win after completing the wagering requirement? After the winnings, how much was it reduced to?
• Have you tried contacting the casino regarding the issue? Please forward relevant communication to jean.s@casino.guru or post screenshots here.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Hello,

I received the offer via email, and it was then visible in my account. When I deposited €140, the bonus wasn't activated. I then asked live chat to manually activate the bonus and provided a screenshot. After a few minutes, the 150% bonus was credited directly to my balance.

I deposited €140.

After fulfilling a sales target of €14,000, my account balance was €1,899. It was then reduced to €210.

I immediately contacted live chat support, but they kept giving me conflicting information, even though the bonus offer clearly stated that the maximum bonus amount was 10 times the granted bonus. I've attached a screenshot of the conversation.

Hallo,

ich habe das Angebot per Mail bekommen und dann war dieses auch auf meinem Account zu sehen. Als ich dann eingezahlt habe 140 € wurde der Bonus nicht zum aktivieren freigegeben. Ich habe dann den Livechat darum gebeten mir den angebotenen Bonus manuell freizugeben und haben diesen per Screenshot hinterlegt. Nach ein paar Minuten wurden mir die 150% direkt auf mein Guthaben gebucht.

Ich habe 140 € eingezahlt

Nach Erfüllung von 14.000 € Umsatz hatte ich ein Kontostand von 1.899 €. Er wurde dann auf 210 € reduziert

Ich habe sofort den Livechat informiert aber diese hatte immer wieder andere Aussagen obwohl im Bonusangebot klar stand das der maximale Bonusbetrag x10 vom gewährten Bonus ist. Screenshot vom Gespräch hänge ich hier an

Dear andyohmsen,

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, Mirka, (miroslava.d@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,

Jean

Dear andyohmsen,

My name is Mirka, 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? Please also include supporting evidence.

Thank you 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 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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka Dubasova