TikiTaka Casino - Igrački nalog ima ozbiljne greške u odgovornom kockanju.

Dear Casino Guru,

I would like to file a complaint against TikiTaka Casino regarding a serious failure of its responsible gambling procedures.

I have a documented gambling problem, which should already be known within this casino group. I currently have an unresolved complaint against their sister casino, VegasHero, in which the casino admitted that it mistakenly allowed me access to my account on three separate occasions despite my gambling history and self-exclusion.

That complaint can be found here:

https://casino.guru/complaints/vegas-hero-casino-player-s-account-was-reopened-without

Despite this history, I was able to open an account at TikiTaka Casino, make deposits, and lose €2950 in a single day.

In my opinion, this should never have been possible. Since TikiTaka and VegasHero belong to the same group, I believe they should have had access to the information regarding my gambling addiction and the previous responsible gambling failures that VegasHero has already acknowledged.

Instead of protecting a known vulnerable player, TikiTaka allowed me to gamble without any intervention. I believe this represents another serious failure of the group’s responsible gambling procedures.

I have contacted TikiTaka directly and requested:

A full refund of my losses.

A permanent self-exclusion from all gambling brands operated by the same group.

An explanation of why I was allowed to register and gamble despite my known gambling history.

At the time of submitting this complaint, I have not received a satisfactory resolution.

I respectfully ask Casino Guru to investigate this matter and determine whether the casino fulfilled its responsible gambling obligations. Given the previous admitted mistakes by VegasHero, I believe it is reasonable to expect that the group should have taken appropriate measures to prevent me from gambling at another casino under the same ownership.

Thank you for your time and assistance.

Kind regards,

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Stay safe.

Dear Jesst,

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

I have reviewed the general terms and conditions, and this is what I found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@tikitaka.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.

To proceed further, could you please confirm whether you specifically requested a self-exclusion from TikiTaka Casino?

I look forward to your reply.

Best regards,

Jean