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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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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