I set up an account and started playing Blackjack on Casino Titan on 2/15/2015. I submitted all faxback documents and was notified on 3/10 by Danielle Huttington Finance Department daniel[email protected]casinotitan-support.com that I was approved for withdrawals. Between the periods from 2/15/2015 until 3/1/2015 I deposited a total of $840. After playing and losing throughput I finally won some money. I satisfied all playthroughs and had a balance of $1425. On 3/22 I requested to withdraw my winnings of $1425. On 3/30/2015 I only received $500 in my bank account.
On 4/3 I requested the remaining $925, 4/13 declined.
4/16 requested again. 4/21 declined.
4/26 requested again, 5/4 declined.
Played a bit and balance dropped to $921.
5/5 requested $921, 5/13 declined.
5/16 reduced my request to withdraw $350 of the $921. 5/25 declined.
From these requests and declines I emailed support; suppor[email protected]asinotitan.com on 4/24 sharing my concerns and requesting the remaining funds. On 5/4 I received an email from Charlie Eliza Thornton Casino Titan VIP Manager charli[email protected]asinotitan-support.com that I am not playing enough which is why my requests were cancelled. On 5/4 I played a few hands lowering my balance from $925 to $921. I then replied and asked if I will receive my my winnings. It is 5/27 and still no response.
I reached out to customer service on chat today 5/27. Here is a copy of my chat communication with them.
Please wait for a site operator to respond. You are now chatting with 'Daniel'
Daniel: Welcome to Casino Support! This is Daniel.
Daniel: May I have your username and how may I assist you?
Me: Hi Daniel, I could use your guidance. I have submitted multiple withdrawal requests and each time after waiting about six business days it seems to go back into my Casino Titan account instead of being wired to my bank account. I'm perplexed. Is there something I am doing incorrectly? Thanks ahead of time for any advice on this. you: Oh, my user name is xxxxxx. Thanks
Daniel: Hi Rick, how are you?
Me: Good! thank you. You?
Daniel: I'm fine myself, thank you for asking. Let me check it for you.
Me: Thank you Daniel
Daniel: Just one more moment please. you: Thank you sir. No problem.
Daniel: Thank you for your patience.
Daniel: Please note that the casino reserves the right to limit cashout amounts of any player at any time at its discretion. Cashout limits will be determined by casino management according to a player’s level and recent account activity.
Me: Ok, I think I understand but can you clarify in more detail? Does this mean that Casino Titan can decide to pay or not to pay on winnings at any time for any reason? The reason I'm asking is that when I make a deposit and play on your site I need to know that when I'm risking my money and can lose all of it it that I have the confidence in the casino that I will also be paid if I win. Is there determined guidelines that are used for being paid on winnings? I probably have no problem following them if I better understand what they are.
Daniel: I completely understand that Rick. Of course we pay you the winnings however the cashout limits will be determined according to your activity. Basically the more you deposit the higher the installments are that our relevant department can send to you.
Me: Thanks Daniel, Are you able to provide my cashout limits or activity requirements? It seemed once I met my playthrough requirement all winnings would be available to me if I chose to withdraw the funds I won.
Daniel: Unfortunately its the relevant departments decision so have have no information about how much they will send you. On the other hand the more you deposit the higher the cash out limit will be.
Me: Ok, Thank you. I guess the request I have then is can you connect me with the relevant department so I may get further clarification? I would appreciate that.
Daniel: You can send an email to suppor[email protected]asinotitan.com and we will forward it to the relevant department.
Me: OK. Thank you Daniel. Have a great week.
Dear Askgamblers, As mentioned I have contacted their folks at their support email and finance. This isn't a lot of money but I risked it and would like to have confidence in the online casino system to get paid if I win. If there is anything you can do to help resolve this issue I would appreciate it. I have acted in good faith and I am thinking perhaps there is a glitch.