Dear Cule21,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Dominika

Good morning,

I've submitted account closure requests on several occasions due to gambling issues. The most recent time was on April 15th due to addiction issues, as shown in the screenshot.

On April 18th, it was reopened for me because when I closed it, there was still a balance, and they told me that the only way to withdraw the amount was to reopen the account.

When I opened it, I gambled again and lost a lot of money... it's still open now and I sent an email complaining but they're ignoring me.

I attach an image with the email sent.

Buenos días,

He enviado en varias ocasiones solicitudes para cerrar la cuenta por problemas con el juego. La última vez, me cerraron la cuenta el día 15 de abril por problemas de adicción como se observa en una captura de pantalla.

El día 18 de abril me la volvieron abrir nuevamente, porque al cerrarla, aún había saldo y me dijeron que la única manera de poder retirar el importe....era volviendo abrir la cuenta.

Al abrirla, he vuelto a jugar y he perdido bastante dinero.. actualmente sigue abierta y he enviado un correo reclamando pero no me hacen caso.

Adjunto imagen con el correo enviado.

Hello again,

They keep sending me messages with new promotions, and I'm falling for it... they're milking players for their money, and that makes you lose all your money. Even though you've told them you have a gambling problem, I don't know what to do anymore... I'm losing a lot.

Hola de nuevo,

No paran de enviarme mensajes con nuevas promociones y estoy cayendo.. exprimen al máximo a los jugadores y eso hace que piernas todo tu dinero. Aunque les hayas dichos que tienes un problema con el juego. No sé qué hacer ya... Estoy perdiendo mucho.

Dear Cule21, please forward all original emails you sent or received regarding the account closure or reopening directly from your email inbox (no screenshots, only forwarded messages).

Is your casino account currently closed?

Hello again,

I've sent you an email with some account closure requests.

On April 15, I received a response requesting account closure due to gambling issues. On April 18, they reopened my account, and it's still open... I've lost another €1,000, and they keep sending me promotions and offers.

What do I do? Should I send another email requesting closure? Via chat... they don't want to close my account.

Hola de nuevo,

Te he enviado un correo con algunas solicitudes de cierre de cuenta.

El día 15/04 tengo una respuesta de cierre de cuenta por problemas con el juego. El día 18/04 me vuelven abrir la cuenta de nuevo y sigo con la cuenta abierta... He perdido unos 1.000€ más y siguen enviando promociones y ofertas.

Que hago? Envío otro correo solicitando el cierre?? Por el chat.. no me quieren cerrar la cuenta.

Thank you very much, Cule21, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thanks to you, I sent them an email the other day and copied you. I haven't received a response to the complaint yet... have you received it?

Let's see if we're lucky, thanks.

Gracias a ti, el otro día les envié un correo y te puse en copia, no he recibido respuesta aún a la reclamación.. lo has recibido??

A ver si tenemos suerte, gracias

Hello Cule21, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. I have read through the e-mails you have provided, and it seems like the responsible gambling issue has been mishandled by the casino. However, I have tried to communicate with this casino in the past, and they never responded.

I’d like to invite a representative of TikiTaka Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? How is it possible to reopen an account of someone who just days prior stated having gambling addiction? From the evidence provided by the player this was very unfortunate turn of events, and after 15th April, the account should not have been re-opened ever.

Could you please close the account again, mark it as "closed due to gambling addiction, do not re-open ever" and confirm it in this thread?

Moreover, upon the account closure on the 15th April, all the outstanding bets should have been voided, and any remaining balance returned to the player. Unless you can provide us with any relevant evidence stating otherwise, the proper course of action would be to refund the player with whatever balance there was on 15th April upon account closure (including returned wagers from any outstanding bets) and any other subsequent deposit made by the player since the account re-opening (minus any withdrawals and winnings that have occurred in the meantime). Please, let us know how do you see this situation and if you agree with the above, or can suggest different resolution.  

Thank you for your patience and cooperation in advance.

Hello,

I just received an email saying they've closed my account, but they haven't commented on the claim.

I tried to chat with an agent, but he told me he had no authority.

Matej, it's very difficult to contact Tiki Taka when it comes to a complaint. I don't know what else we can do.

I hope you can help me, because they don't respond and I feel very cheated and wronged.

Thanks for everything.

Hola,

Acabo de recibir un correo diciendo que han cerrado mi cuenta, pero no se han pronunciado respecto a la reclamación.

He intentado hablar por el chat con un agente pero me ha dicho que no tiene potestad.

Matej, es muy difícil poder contactar con Tiki Taka cuando es por una reclamación, no sé que podemos hacer más..

Espero que puedas ayudarme, porque no responden y me siento muy enga?ado y perjudicado.

Gracias por todo.

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.

Dear Cule21, unfortunately there is nothing we can do about this casino, and I am glad they at least closed your account, and only hope they will cease with the marketing communication as well. This is more than what they usually do for the players - which is nothing.

I have tried to contact the casino repeatedly in the past, but had no success. Their representative ensured me they care about their rating and are going to resolve the complaints, yet nothing has happened and the score has been going steadily down with each new complaint submitted against them. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Another problem is, this casino has no ADR resolution procedure stated on their website, and since they are not even licensed, there is no Gaming Authority I could point you towards. TikiTaka Casino is a shady website, that is also reflected with its very low safety rating (that will be further decreased soon) and as such should not be used at all. However I would recommend the following:

• immediately block the number and e-mail address that sends you promo messages on your mobile
• install free app BetBlocker (https://betblocker.org/es/) that will keep you safe from gambling sites, available for both your desktop as well as mobile

This way you can be at least protected against further issues either with this website or many others, that are preying on the gambling addicted players. I am sorry I could not be of more help on this occasion.

Best regards,

Matej