Dispute Resolution

Our Commitment to Fairness

Tikitaka is committed to maintaining transparency, fairness, and mutual respect between the platform and its players.

While we strive to ensure that every transaction, game result, and bonus term is clear, we recognise that misunderstandings or technical errors can sometimes occur. The Tikitaka company follows international dispute resolution standards set by the Curaçao eGaming authority. All complaints are treated seriously and handled in a structured, impartial manner to protect both parties.

If you ever feel that an outcome was incorrect, a withdrawal delayed, or a rule misapplied — you have the right to raise a formal dispute. Our goal is to resolve issues quickly and fairly, without unnecessary escalation.

How to Submit a Complaint?

If you wish to report a problem or lodge a complaint, please follow these steps carefully to ensure it is processed efficiently.

Step 1 – Gather Details:

Prepare all relevant information about your case — your username, the date and time of the incident, screenshots, transaction IDs, and a short description of the issue.

Step 2 – Contact Support:

Reach out to our Customer Support team via live chat or email at [email protected].
Describe the problem clearly and attach any supporting documentation.
The first-line support agents will review your issue and attempt to resolve it within 48 hours.

Step 3 – Request Escalation (if unresolved):

If you are not satisfied with the initial response or if the issue remains unresolved, you may request that your case be escalated to the Compliance Department for further investigation.
Please write “Formal Complaint” in the subject line and provide the full context of prior correspondence.

Independent Mediation Process

If the internal resolution does not meet your expectations, you can request external mediation.
Tikitaka works with independent dispute resolution bodies that specialise in iGaming conflicts to ensure fair and unbiased outcomes.

How to proceed with mediation:

• Wait for the internal complaint process to be completed and documented.
• Collect all written communication between you and Tikitaka’s compliance team.
• Contact the authorised dispute resolution service appointed by Curaçao eGaming via www.curacao-egaming.com.
• Submit your case details and upload evidence.

The independent mediator will review your complaint objectively and issue a final recommendation, typically within 14–30 business days.
All mediation decisions are made based on the operator’s Terms and Conditions, regulatory obligations, and fairness principles defined by gaming law.

Tips for Players and Best Practices

To ensure your complaint is handled effectively, please follow these best-practice guidelines.

• Always keep records of all deposits, withdrawals, and chat transcripts.
• Before submitting a complaint, review the Terms & Conditions and Bonus Policy to make sure the rules were understood correctly.
• Remain polite and factual when communicating with support — this helps achieve faster resolutions.
• Avoid creating multiple tickets for the same issue, as this may delay investigation.
• Use the official channels only (live chat or support email). Social media or forum posts are not considered valid complaint submissions.
• Be patient: complex cases involving external payment processors or providers may take additional time to resolve.

If you ever feel that gambling disputes cause stress or anxiety, you can pause your account under Responsible Gaming settings or seek independent support through GamCare or BeGambleAware.

Tikitaka remains dedicated to protecting players’ rights and ensuring that every issue is resolved with fairness, transparency, and respect.