Account reopened after permanent self exclusion

On 9 June 2025, I contacted TikiTaka and clearly requested permanent self-exclusion.

My exact message was:

“Please close my account and exclude me permanently.

Reason: lack of control, gambling addiction.”

This was not an ordinary account closure request. I specifically told TikiTaka that I had lost control of my gambling, that I was experiencing gambling addiction, and that I wanted to be excluded permanently.

On 18 June 2025, TikiTaka confirmed in writing that my account had been closed.

Despite this, my account was later reopened or reactivated, and I was permitted to deposit and gamble again. After the account was reopened, I lost approximately €600.

TikiTaka was fully aware that I had requested permanent self-exclusion because of gambling addiction. Nevertheless, the casino allowed me to return, accepted my deposits, and allowed me to continue gambling.

I was also offered a promotional bonus on 26 June 2026, despite my earlier permanent self-exclusion request and disclosure of gambling addiction.

I then had to request account closure again, and TikiTaka confirmed the account was closed on 18 July 2026.

I believe TikiTaka failed in its responsible gambling obligations by:

- reopening or reactivating my account after an explicit permanent self-exclusion request;
- accepting deposits and gambling activity from a customer who had disclosed gambling addiction;
- allowing me to lose €600 after the exclusion should have remained in place;
- offering me a promotional bonus after my self-exclusion request;
- requiring me to request closure again after the original permanent exclusion had already been confirmed.

I have written evidence of:

- my permanent self-exclusion request dated 9 June 2025;
- TikiTaka’s confirmation dated 18 June 2025 that my account had been closed;
- the later promotional bonus offer;
- the reopening or reactivation of my account;
- the €600 lost after the account was reopened;
- the later account closure confirmation dated 18 July 2026.

Resolution requested:

I am asking TikiTaka to:

1. Refund the full €600 lost after my permanently excluded account was reopened or reactivated.
2. Confirm that my account is permanently closed and cannot be reopened.
3. Permanently exclude me from all TikiTaka websites, related accounts and associated brands.
4. Stop all marketing, bonuses and promotional communications.
5. Explain how and why my account was reopened after my permanent self-exclusion had been requested and confirmed.
6. Provide a full record of my account closures, reopening, deposits, withdrawals, bonuses and gambling activity.

I believe a full refund of €600 is fair and appropriate because these losses occurred only after TikiTaka failed to uphold my clear and permanent self-exclusion request.