Hello,

Based on my personal experience with similar situations, the correct procedure is heavily dependent on how the casino defines it in their terms. Sometimes contacting customer support via chat is not enough. In such cases it is crucial to push but as I said, in accordance with the rules. Yet from what I saw in the few user reviews, you had little chance...

"They don't cancel the account when you request self-exclusion, although the terms and conditions state that they do so within 24 hours

The live chat doesn't work, they repeat the same information over and over again, asking for patience and that they'll get back to you, but they can't do anything else

There's no possibility for the user to cancel the account, suspend it, whatever"

To be fair I imagine then when someone feels the urge or is struggling, thinking clearly or straight becomes a secondary problem to deal with. ?? Thus, I just want you to know that, from my perspective, casinos should approach each communication regarding potential gambling problems with care.

If the player follows the necessary steps and the account remains open, something is very wrong, and you should complain. Our mediators will go through your screenshot, gather some more details and then we shall see whether there is a way to find a fair resolution for you.

I hope you like the idea; complaint form is here ??

Will you try it out?

In my opinion, this casino obviously lacks working support, which is not a positive sign at all. However, I would love to believe you won't come across complications requiring support action and the money will arrive!

Let me know how you progress, please.

Nothing yet.

I feel incredibly stupid that I deposited such an amount of money on this website and I don't think I will see any of those winnings. But at this moment there is not much I can do besides waiting, right?

Update:

This arrives in my mail:

How can there be a delay at my payment provider when I made a withdrawal in Bitcoin? ??

They're scammers. Don't open an account here. They've stolen from me in several ways. They don't pay out withdrawals. I've been complaining in the chat for two weeks about not being credited for a soccer bet I won, and it's no use. Copy-and-paste messages and no solution. If you win, they'll come after you! SCAM.

Son estafadores, no abran cuenta aqui. Me han robado de varias formas. No pagan las retiradas. Llevo 2 semanas reclamando en el chat que no me abonaron una apuesta de futbol que gané y no sirve de nada. Mensajes copia y pega y ninguna solucion. Si ganas, iran a por ti! ESTAFA.

Oh my,.. that's indeed sort of an epic fail. Saying the payment provider is responsible—well, what can I say?

However, don't be so hard on yourself, please. It seems that more players have recently started playing on this site, so I believe we will soon understand the casino's intentions. In the past, there were at least in my opinion, not so direct feedback to work with. ??

Despite my wish to remain optimistic, the flags have been raised...

I saw your complaint too. Thank you for trying to warn the others; let's hope we can still find leverage to explain the possible consequences to the casino management. I'm sorry we have to respect the 14 full days rule for withdrawal, though...

Yes, I've submitted the complaint form. Let's see what we can do...

They replied to my email and told me they were closing my account for responsible gambling. The next day, I spoke to an agent via chat, and they reopened it for me... Because I still had some balance, and they told me I couldn't withdraw anything if I didn't open the account. In the end, I lost €350.

There's no solution to this. ?????♂?

Si, he realizado la solicitud del formulario de reclamaciones. A ver qué podemos hacer...

Me contestaron al correo y me dijeron que cerraban la cuenta por juego responsable. Al día siguiente, hablé con un agente por el chat y me la volvieron abrir... Porque aún tenía algo de saldo y me dijo que si no abría la cuenta no podía retirar. Al final, he perdido 350€..

Esto no tiene solución. ?????♂?

I've been here since March 30th and have filed a complaint with Viperwin since April 5th. I've lost a lot of money and now they won't refund my withdrawals. I have a total of €3,550.17 in my funds. I'm desperate and this has caused me a lot of problems. I don't know what to do anymore.

Yo llevo desde el 30 de marzo y una queja desde el 5 de abril a viperwin, mucho dinero perdido y ahora no reintegran mis retiradas en total tengo en mis fondos 3550,17€ estoy desesperado y creandome muchos problemas esto que me han hecho,ya no se que hacer más.

Since this is an unlicensed casino, is it possible to file a complaint? Do you know if legal proceedings can be initiated against Tiki Taka? It's clear they don't operate honestly and are not legal.

Al ser un casino que no tiene Licencia, es posible reclamar?? Sabéis si se puede iniciar algún procedimiento legal contra Tiki Taka? Es evidente que no operan de manera honrada y no son legales.

To the ECOGRA organization and the DGOJ.

A la organización ECOGRA y a la DGOJ.

Hopefully, together we will find a solution, though.

As I wrote before, please stop spamming this forum with your posts regarding another casino and wait for your complaint to move forward.

Yes.

Que si.

But I see no reason to delete my thread about bonus crab casinos and other users' experiences.

Pero no veo motivo por el que eliminar mi hilo creado sobre los casinos bonus crab y experiencias de otros usuarios.

Please try to stick to one thread. I know that it must be frustrating for you, but there is really no reason to write all over about the same thing. There is a bigger chance our users will read all about it in the official thread of the casino for sure.

Well, I submitted a complaint the other day and I'm waiting for a response. Do you know how long it takes your colleagues to respond? Thanks.

Bueno, envié el otro día una reclamación y estoy esperando respuesta. Sabes si tardan mucho en responder tus compa?eros? Gracias.

You just need to mind the timer on your complaint, please.

Unfortunately, we have hundreds of complaints we have to deal with every day.

That is great you received it even though it took so long.

Have you thought about filing a complaint here so our team could try to speed up the process for the rest of your money, though?

What is the maximum limit you can reach to withdraw at once?

At first they said 500 euro. I asked again and now it's 800.

I only did one withdrawal so far. But it's possible to make a new withdrawal every day. But i won't be surprised of there is a maximum per week or month.

I could make a complaint, butthe waiting must take more than 14 days, right? It was now 'just' 10 days.