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Complaint regarding Tikitaka Casino – Failure to close account and acceptance of deposits after closure request

I am submitting this complaint regarding Tikitaka Casino because the operator failed to comply with my request to close my account and continued accepting deposits after the request was made.

On 31 October 2025, I sent an email to the casino requesting the immediate closure of my account. Despite this clear request, the casino did not close my account and allowed me to continue depositing money.

Between October 2025 and the following months, I deposited approximately €4,000 after my account closure request. These deposits should never have been accepted because I had already formally asked for the account to be closed.

I have email proof of my closure request, as well as transaction records showing the deposits made after that date. I have already attempted to resolve this situation through my bank, Revolut, but the dispute was declined as the transactions were considered authorized card payments.

However, the issue is not related to gambling losses. The problem is that the casino failed to act on a formal account closure request, which is a serious breach of responsible gambling practices.

By allowing continued deposits after a closure request, the casino did not comply with its duty to protect players and act responsibly.

For this reason, I request:

A full investigation into this matter.

A refund of the deposits made after 31 October 2025, which total approximately €4,000.

Confirmation that my account has been permanently closed.

I am able to provide all supporting evidence, including emails and transaction records.

I hope this complaint can be resolved fairly and promptly.

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Stay safe.

Dear sunshice23,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello! Just sent a few minutes ago. I don’t need a reason to close the account but ok, is because I spent to much and the withdrawal takes a lot of days to proceed, they have a terrible service etc Thank you.

Thank you for your email.

Please note that we are able to assist players in cases where they request self-exclusion due to gambling-related issues. Standard account closure requests, unfortunately, fall outside the scope of our assistance.

If you are not experiencing any gambling-related problems and are having difficulty closing your account, you may consider simply discontinuing use of the website. In many cases, accounts are eventually closed due to inactivity. You may also unsubscribe from promotional emails or block further communication from the casino.

However, if you feel that gambling is becoming a burden for you, I would strongly recommend requesting self-exclusion. In such cases, we would be able to assist you further and ensure that the process is handled properly.

Please let me know how you would like to proceed.

I made the request to close the account because I was feeling that was gonna be a issue but is not necessary to explain that. They did not proceed, already sent you the proof

Hello sunshice23,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear sunshice23;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at attila.g@casino.guru.

Thank you for your understanding.

Best regards,

Attila

Casino.Guru 

No there was no updated, they don’t reply to my emails.

Dear sunshice23,

thank you for your messages and screenshots provided.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings TikiTaka Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@tikitaka.com (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.

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,

Attila

Dear sunshice23,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru