TikiTaka Casino - 自己排除のリクエストにもかかわらず、プレイヤーのアカウントは開いたままです。

Hi I had requested self exclusion from the casino on 4th September and under their responsible gambling policy it states this will be completed within 24 hours. They emailed me for the reason and this was given although they now state they never received it. I have the email that I sent to them. The account was never closed. I made deposits on 29th October not realising I had previously asked this casino to self exclude me. I have requested refunds of my deposits as the account should have been closed per my request in September to which they have since replied that in their terms and conditions 6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet. This condition would not have applied had they acknowledged their own t’s and c’s and closed my account when I requested self exclusion. With this in mind I should not have been able to make deposits and have asked for these to be refunded which they have denied. Please help

Hello Calster03,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick