Titan Casino - withdrawal complaint

UNRESOLVED
posted on January 2, 2014.

Hi I need some help and advice. I recently signed up on titancasino.com which I was given a £10 no deposit bonus which I lost. I then deposited £20 which they gave an £80 bonus which I did not ask for or have an option to accept or not. This I again lost. I then deposited £80 and again they gave me a bonus of £80 which I did not ask for or get the option to accept or decline. This again I lost. I then deposited £200 receiving £20 bonus again not asked for. Again I lost. I then deposited a further £200 which also had a £20 bonus this I got up to around £700 which I tried to withdraw but was advised I didn't have enough balance in my account. At this point I requested a call back which I didn't receive. So as a gambler I played and lost during this time. I then made a final deposit of £500 which came with a £50 bonus again not asked for. This I staked over and over until now which my balance sits at £1900 and had staked in excess of £15000 so I tried to withdraw this and was given the same message. So I emailed their support team to be told I had over £17000 still to wager from my previous 3 deposits. Now firstly is it legal for a casino to apply a bonus without giving an option to accept or not? Secondly can a bonus wager requirement carry forward if you lose as this would mean it will consistently build an accumulative total to all deposits made eg. Deposit of £200 with £20 bonus (£220 × 25 = £5500) you lose all within a wager of only £400, you then deposit the same £200 with £20 bonus now requiring (£220 × 25 = £5500 + £5100 = £10600). If this is right then any deposits you make can only get worse, if this is the case then no one in there right mind would continue to deposit on these terms as this would make any chance of withdrawing almost impossible. I can't find anything in their terms and conditions regarding this. Please help as I have sent a concern to titancasino.com and have had no response

posted on January 2, 2014.

Just to give you an update I spoke to a colleague at titancasino over the phone and raised my concerns to management, to which I am awaiting a response. To add to my initial post I have only used their mobile site via my ipad to register and also deposit and play which I advised on the terms and conditions on the mobile site there is nothing stating about the bonus conditions, the wagering stakes, the option to opt out and nothing about carrying forward lost deposit wagering requirements. The representative over the phone said that is because it is shortened on the mobile site. To which I explained that is not my problem and that the information on their mobile is all I have had access to so surely my terms and conditions can only be based on what I have seen and read. I also have made them aware if they do not resolve my complaint I want a copy of the call I had with them which I am willing to pay for, am I right in saying this is mandatory for them to provide under the FoI act?