Beschwerde #13
TikiTaka Casino
Complaint regarding delayed payouts and account verification
vor 1 Jahr
I am contacting you because I am extremely dissatisfied with the handling of my payout requests and the verification of my account.
On March 29, 2025, I requested my first withdrawal of €500. Further withdrawal requests followed on March 30 and April 1, each for €500, as the daily payout limit is €500. To this day, I have not received any of the requested amounts.
Several emails I sent have remained unanswered. My account currently holds €15,285 in real, won money. On April 9, my gaming account was suspended without any warning or explanation.
On April 12, your KYC department requested that I submit the necessary documents for account verification, which I did on the same day via email. However, in the live chat, I was repeatedly told that I simply needed to be patient.
On April 18, I was informed via live chat that I needed to submit additional documents (a photo of the back of my ID, the front of my credit card, proof of address, and transaction history from March 31). I promptly sent all the requested documents via email.
On April 19, I received the following information in the live chat:
Selfie: Approved
Transaction history: Approved
Credit or debit card: Rejected
Proof of address: Rejected
I immediately re-sent the rejected documents.
Later, I was told that I could upload the documents via the verification section of my account – which is impossible because my account is still suspended.
On April 20, I was informed that my documents had been received and that the responsible department had accepted my request. The verification process was said to take up to three business days.
On April 22, I was informed that all my documents had been approved and that I would receive a response soon.
However, on April 24, I was again asked to submit the transaction details of my €1,300 deposit – even though this had already been approved.
In the live chat, I keep receiving only standard responses such as "Please be patient" or "We apologize for the delay," without providing any real update or progress.
On April 27, I was informed via live chat that no verification was required for my account anymore and that I could check the status in my profile.
However, this is not possible because I still do not have any access to my account.
My account has now been suspended since April 9 without any valid reason. Despite multiple attempts to contact you, there has been no clear information or solution provided.
This situation causes me great frustration and increasing distrust.
I kindly ask for an immediate solution to this matter.
On March 29, 2025, I requested my first withdrawal of €500. Further withdrawal requests followed on March 30 and April 1, each for €500, as the daily payout limit is €500. To this day, I have not received any of the requested amounts.
Several emails I sent have remained unanswered. My account currently holds €15,285 in real, won money. On April 9, my gaming account was suspended without any warning or explanation.
On April 12, your KYC department requested that I submit the necessary documents for account verification, which I did on the same day via email. However, in the live chat, I was repeatedly told that I simply needed to be patient.
On April 18, I was informed via live chat that I needed to submit additional documents (a photo of the back of my ID, the front of my credit card, proof of address, and transaction history from March 31). I promptly sent all the requested documents via email.
On April 19, I received the following information in the live chat:
Selfie: Approved
Transaction history: Approved
Credit or debit card: Rejected
Proof of address: Rejected
I immediately re-sent the rejected documents.
Later, I was told that I could upload the documents via the verification section of my account – which is impossible because my account is still suspended.
On April 20, I was informed that my documents had been received and that the responsible department had accepted my request. The verification process was said to take up to three business days.
On April 22, I was informed that all my documents had been approved and that I would receive a response soon.
However, on April 24, I was again asked to submit the transaction details of my €1,300 deposit – even though this had already been approved.
In the live chat, I keep receiving only standard responses such as "Please be patient" or "We apologize for the delay," without providing any real update or progress.
On April 27, I was informed via live chat that no verification was required for my account anymore and that I could check the status in my profile.
However, this is not possible because I still do not have any access to my account.
My account has now been suspended since April 9 without any valid reason. Despite multiple attempts to contact you, there has been no clear information or solution provided.
This situation causes me great frustration and increasing distrust.
I kindly ask for an immediate solution to this matter.
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