TikiTaka Casino - Igrački račun je zatvoren i povlačenje je odloženo.

I've been trying to withdraw my money from this casino for over two months now. They closed my account, and I've been contacting them by email ever since regarding the withdrawal, but nothing has happened. There's been no progress, and it's been a month since they last responded or did anything. They asked for KYC documents, which I sent and were approved. They then asked for my bank details, and I told them I only wanted to withdraw via crypto since that was my deposit method. Since then, there's been complete silence. Two months have passed. This is the last communication I've received.

Llevo ya más de dos mes intentando retirar el dinero de este casino. Me cerraron la cuenta y me lleva comunicando con ellos por correo desde entonces para el retiro, pero nada, no hay avances y ya llevan un mes sin contestar ni hacer nada. Me pidieron documentos kyc, los mandé y fueron aprobados, me pidieron datos bancarios, les dije que solo quería retirar por crypto ya que fue mi método de ingreso, y desde entonces el silencio absoluto. Ya han pasado dos meses. Esta es la última comunicación que tengo

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.

Dear anis1q2341234,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced. Please allow me to ask a few questions so I can fully understand the situation.

• Could you please advise which games you focused on – slots, live casino, sports betting, etc.?
• Which verification documents have you already submitted before you lost access to your account?
• Did you accumulate your winnings with or without an active bonus?

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,

Petra

Could you tell us which games you focused on: slots, live casino, sports betting, etc.?

Casino

What verification documents had you submitted before losing access to your account?

They asked me for photos of my ID, a selfie with their casino in the background, and I think they asked for my address too.

Did you accumulate your earnings with or without an active bonus?

No bonus

¿Podría indicarnos en qué juegos se centró: tragamonedas, casino en vivo, apuestas deportivas, etc.?

Casino

¿Qué documentos de verificación habías enviado antes de perder el acceso a tu cuenta?

Me pidieron fotos del dni, selfie con su casino de fondo, y de dirección creo también

¿Acumulaste tus ganancias con o sin un bono activo?

Sin bono

Thank you for your reply and for providing the previous details, anis1q2341234.

• What specific cryptocurrency method were you trying to use for your withdrawal? Was your payment method verified?
• Are there any specific terms or conditions regarding withdrawals mentioned in your account that you are aware of?
• Have you attempted to contact the casino through any other channels, such as live chat or phone support?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

What specific cryptocurrency method were you trying to use for your withdrawal? Was your payment method verified?

USDT or USDC, it didn't matter to me, they didn't ask me to verify.

Are there any specific terms or conditions regarding withdrawals mentioned in your account that you are aware of?

No

Have you tried contacting the casino through other channels, such as live chat or telephone support?

They say the same thing, that another department reviews it.

Could you please provide me with any additional communication you have had with the casino?

This is what I received after sending literally over 100 emails over two days. I also filed a complaint on another well-known complaints forum, which they also failed to respond to.

¿Qué método específico de criptomoneda intentabas usar para tu retiro? ¿Tu método de pago estaba verificado?

USDT o USDC, me daba igual, no me pidieron verificar

¿Hay algún término o condición específica sobre retiros que se mencione en su cuenta y que usted conozca?

No

¿Ha intentado ponerse en contacto con el casino a través de otros canales, como el chat en directo o el servicio de atención telefónica?

Dicen lo mismo que lo revisa otro departamento

¿Podría proporcionarme cualquier comunicación adicional que haya tenido con el casino? 

Esto recibí después de enviar literalmente, más de 100 correos a lo largo de dos días. Además, hice una queja en otro foro conocido de quejas, a la cual no respondieron tampoco

Dear anis1q2341234

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 Štefan (stefan.m@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,

Petra

Dear anis1q2341234,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from TikiTaka Casino to join this conversation and assist in addressing the complaint.

Dear TikiTaka Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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 received an email stating that a withdrawal had been requested, and another stating that it had been paid. However, I never provided my cryptocurrency wallet details for payment, so I don't understand what they've done.

He recibido un correo de que me solicitaron el retiro, y otro de que me ha sido pagado. Sin embargo yo en ningún momento he dado mis datos de billetera de criptomonedas para que me lo paguen, por lo que no entiendo lo que han hecho

Dear anis1q2341234,

Thank you for your response and the information provided.

Could you please clarify which payment method you used to deposit funds into the casino? If you used a crypto wallet, could you also confirm whether you have checked that wallet to see if the payment has been received?

I look forward to your response.

Dear anis1q2341234,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry, I'll send it soon. I've had problems with my ID card; I lost it. I'll let you know when I send it.

Perdonad lo envío próximamente, es que he tenido problemas con el dni que lo perdí, cuando lo mande aviso

I've made an appointment to get a new ID, but the appointment is in a month. Can I take a selfie with, for example, my driver's license?

He pedido cita para que me de un nuevo documento de identidad, pero la cita es dentro de un mes. Puedo hacer el selfie con por ejemplo, mi carnet de conducir?

Dear anis1q2341234,

Thank you for your response.

Could you please reply to my previous question regarding the payment method you used for the deposit? Additionally, I would like to ask whether the casino is requesting any identification documents from your side as part of the verification process.

I look forward to your response.

Sorry for the previous message, I got the complaint mixed up, I meant to write in another one.

Could you please clarify which payment method you used to deposit funds into the casino? If you used a cryptocurrency wallet, could you also confirm whether you checked it to verify that the payment was received?

I used USDT cryptocurrency. I handle a lot of them, so I'd like to ask if you could provide me with the transaction hash ID so I can verify it.

Perdonad por el mensaje anterior, me he confundido de queja, quería escribir en otra.

¿Podría aclarar qué método de pago utilizó para depositar fondos en el casino? Si utilizó una billetera de criptomonedas, ¿podría confirmar también si la revisó para verificar si se recibió el pago?

Utilicé criptomoneda USDT. Manejo muchas, entonces querría pedir si me pueden facilitar el hash id de la transacción para comprobarlo

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,

Stefan

Casino.Guru