The player from Spain had repeatedly contacted support and the VIP manager regarding a promised 20% refund on his losses, which totaled 20,000,000. After receiving only €120 and no further communication since May 20th, he had become frustrated by the lack of response. The Complaints Team had determined that due to a violation of the casino's terms and conditions, the complaint could not be mediated, and the player had been informed that the complaint was rejected.
TikiTaka Casino - Player's refund request is delayed.
Amount: €4,000
TikiTaka Casino
Safety Index:LowSafety Index
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4.0
TikiTaka Casino has a Safety Index of 4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
1 week ago
Public
Public
3 weeks ago
Translation
I've sent more than 10 messages to both support and the VIP manager without a response. They promised me a 20% refund on my losses, which is a total of 20,000,000. The VIP manager told me this when I had a balance of 6,000,000. From then on, I stopped receiving a response from the VIP manager. They gave me €120, and I stopped communicating. This was on May 20th.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear 2019momobor2019,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with TikiTaka Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Could you please specify what the amount of 20,000,000 represents? What currency is it?
- Could you please provide your game history? Kindly forward it to my email [email protected].
- Could you also please provide your deposit history?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
2 weeks ago
Translation
They just wrote to me now telling me that they have closed my account, but there is no sign of the 20% refund they promised almost 30 days ago.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear 2019momobor2019,
thank you for your message and email.
- Was there any balance left in your player's account, please?
- By initiating a dispute with Revolut, did you mean applying for a chargeback?
- How long have you been a player at this casino, please?
Looking forward to your reply,
Katarina
Public
Public
2 weeks ago
Translation
There's no balance in my account. They didn't refund me the 20%. You haven't told me anything about it yet, and they don't give a damn about the casino. I've been a player since October of last year.
Revolut, yes, to get my money back on my transactions since the casino isn't returning the 20% they promised me, I'm trying to do it through my bank.
If you could please help me and if the answers were a little quicker, I would appreciate it.
Thank you
Automatic translation:
Public
Public
2 weeks ago
Translation
There's no balance in my account. They didn't refund me the 20%. You haven't told me anything about it yet, and they don't give a damn about the casino. I've been a player since October of last year.
Revolut, yes, to get my money back on my transactions since the casino isn't returning the 20% they promised me, I'm trying to do it through my bank.
If you could please help me and if the answers were a little quicker, I would appreciate it.
Thank you
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear 2019momobor2019,
thank you for your message and patience.
I understand your frustration and anger, however it is important to remember, that solving any complaint with online casinos is a complex process that requires time and dedication. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.
Regarding the chargeback you requested, please understand that online casinos consider a chargeback as a fraud because, from their perspective, it means a player is asking to reverse a payment that was already agreed upon and used. This may also cause you problems in any other online casinos in the future since many casinos share information about players. If they see a chargeback on your account with another casino, they might assume you're a high risk, thinking you might do the same with them. To protect themselves, casinos often treat any chargeback history as potential fraud, even if it wasn’t related to their site. In addition, a bank initiating a chargeback process should also investigate the matter and circumstances with the receiver of the payment(s). It means that in case of enough evidence from the receiver (confirmation about the player's remaining balance/successful withdrawal), the chargeback could be denied.
I am sorry to be the bearer of a bad news, but since you have violated the casino's terms and conditions, I am afraid we will not be able to help you mediate this complaint. We regret to inform you that your complaint has been rejected due to a violation of the casino's terms and conditions.
Please do not hesitate to contact us in the future if you find yourself at odds with any online casino establishment.
All the best,
Katarina
