Complaint #6 Titan Casino

Titan Casino do not pay win money. Player aware

By Danny

12 years ago

Message on forum

I hope my email today will reach to many people who are playing online casino, specially having an account with Titan Casino and raise an awareness to anyone come accross with the same situation or just a bell to the community .

I am Danny from Australia. I have an account with Titan Casino and been with them for a while, win and lose, I lost around AUD$4000.00 with them. However I did not give up with that and wanted to try my luck again so I put more money in and continues to play. All of the game I play was "LIVE DEALER ROULLETE TABLE". The reason I put that game name in bracket because as you know the rule of live dealer game, that is the result can not be set up by any machine and in my opinion it is the safest way to bet.

Saturday night the 07-07-2012, I played live dealer roullete as usual, and that was my lucky day as I win up to more than AUD$68k. On each of every step I win I took a capture of my computer screenshot and also record a video. I decided to withdrawn money in the stage of winning more than $68k. As soon as I click on "Cashier" button, the Titan casino software frozen. As soon as I log back in again, all my money was gone, only approx $45 Aud left on my balance. I was shock and contacted to their customer support right away at that night, the time was later than 12 pm in evening and they told me all of my bet was not on their system record, also they could not see anything in my bet history (??? how could this possible as they still take my money if I lose and if i win the balance money is go up before my eyes)

I then use the money have left on my account bet and got win up to more than $120aud. Then I contact them again and still get the answer of they did not see any winning, no bet record in history or in their system.......I took a screenshot and email them right away, the photo clearly show the balance i have of more than $120 and a chat window customer support said my balance is some where around $45.

I then have to call their international support phone number and spoke to Rica ( the name she provided to me) for more than half an hour just to try sort the thing out, all Rica said was their investigation team will answer to me within 24 hours. I asked Rica if I bet again and the same problem come up what should I do, also asked her and the technical team check up my account to make sure nothing wrong with it.

Next day, Sunday afternoon I try to bet again, this time the money got deducted but no pay when I win, oviously they fix their system but in casino favours: Do not show up win balance even when you win. I contacted online support, no responded, contacted game dealer, the dealer told me try to contact them again then after I wait 15 mins the online support rep answer me and ask me to check my game history and tell them which bet I won. I then check my history and saw the same problem as the day before, no recorded history shown, how come I know which game code is which , also not ONE bet was in record during the period of my play....I then email them the screen shot of the history page are blank without any record. After 20 mins I got my money refunded, less of more than $10 dollars from the start of my Sunday bet( still don't understand how could they end up with that amount, because if the money deducted from my bet, so where is the money when I win? )

Today the answer from their team in regarding my matter of winning more than $68 k and do not get paid was : they do not have any record of when I bet or when I win and they did not have any explaination to how come I have evidences of all of screenshots, videos I took and sent them on each step I won, clearly see the timezone, dealer, account balance........ What a joke and a funny solution they come acrossed with. This is surely of the sign they trying to walk around this situation.

I bring this matter to seek legal step, also to the Gambling Commission. I call for any one who ever have an issue with Titan Casino and any Gambling profesional legal advise contact me as we will together push hard for a fair play for all online casino player.

Disputed Casino Titan Casino

Reason Declined payment

Discussion

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Titan Casino Complaint Stats

Resolved 6 / 23

Avg. Amount $4,878

Avg. Complaint Duration 9 days

Avg. Response Time 5 days

Titan Casino Complaints

See all complaints for this casino

Delaying my £27,000 payout

Hey Titan Casino are delaying paying me out as they don’t have the funds available to do this. I deposited £1,800 and after 5 hours of playing I won £27,000. I never used any bonuses on the roullete ( Casino) all real cash. Then they decided to close my account and I haven’t got any money back I’m now in serious debt because of this. Can this be escalated to get me paid out my winnings sooner. Thanks

Unresolved

£27,000

Too long time for paying

I have won 1800 euros on that casino. I have deposited almost 1600 euros. I made a withdraw last Monday however my withdraw is still pending. I have already passed the verification process. So many time for paying?

Resolved

€1,800

Titan casino - Did not pay me my winnings

I checked in at Titan Casino. They offer a free signup bonus, 10 euros, with TCFREE10 code. I turned the rollover, and the requirement that earnings are 100 euros exactly. Even I finished with 150 euros and lost the difference because they allow other amount withdrawn.They must be exactly 110 euros, because there are 10 registration must be subtracted. In the chat I was asked to deposit 20 euros to request withdrawal. I waited 4 business days and today they finally returned my 20 euros and closed my account. Titan casino took away my winnings and they cheated me.

Unresolved

€100

Delaying payment £12,868

Hi, I uploaded £150 to Titan casino as I seen it was in the top 3 casinos in the uk, so as I was playing on like roulette I think received a bonus of £400 in witch I carried on betting I got up to around £4000 and took a look at the wager requirements witch was £15,000 so basically staking £75,000 in witch to over turn the wager. It took me a couple of days while I was playing I got a email from the finance team to send ID, I sent my driving licence I got quite a wick response back of the casino saying I have passed sercuity and confirmed the ID. Two days past playing the casino and I over turned the wager and collected £12,868 on the 28/1/15 I then got a e-mail to send my ID to confirm who I was, I went on to the chat witch I have kept. They said I need to send my passport and bank statement to the Philippines, I thought I'm not doing that. I then contacted the gamblers comission in witch case they told me not to send them and try to get an alternative so they asked me to get notarised ID so after taking a day of work and spending a day trying to find a solicitor that does this I finally get my passport photocopied and bank statement signed and stamped witch cost me £150! I now need to send this via air mail witch is again at a cost. I think this is beyond a joke how I've got to go to this much extent and at a cost already.. I've been a VIPs member of a number of casinos winning money regular but never had to do something like this before.. I hope when they receive the documents they send the payment right away as I do rate their website and customer service. I have kept all chats and emails and pictures of the site for safe keeping. I will keep you updated on this Username - kevin02476

Unresolved

£12,868

Bonus added without consent

I credit my new account with £200 ready for a quick game of live blackjack, the casino then added a £300 bonus without my consent or knowledge. This after playing a couple of hands I noticed the balance was much higher than expected. I contacted support who advised me that the bonus was added when I made my 1st deposit (at no point was I told this) and the wagering requirements were £14,000+ before cashing out. I asked if this could be removed as I didn't want any bonus, this was refused, I was told I'd have to play through all the way to 14000. I then went back to a blackjack table where the maximum was lowered to £25, I have worked in casinos for 17 years and the chances of winning anything after 480 (14,000/25) hands are pretty slim. I asked for a higher maximum, it was refused, I asked to speak to a supervisor, this was refused. This bonus is 100% set up to make you loose and as mentioned earlier I never agreed to it. No attempt were made to help me in this situation. I feel that I have been robbed, and in no way will use this site again. And will report this to the gaming board as I'm sure some kind of law has been broken.

Unresolved

£200

Bonus Scam

Signed up to titan casino direct on website. No promo no bonus codes etc used Deposited 32 pounds and one 150 on gold rally slots. Tried to withdraw funds only to be advised I had a instant cash match deposited to my balance. I was not asked if I wanted to opt in but had no choice. I only found out once I tried to withdraw funds as it said I needed to wager 1960 pounds. I was furious and rang them straight away. They advised it's all over there website that I get a instant cash match with no consent needed from myself. I then advised that I was using the mobile site which had nothing describing what they had said to me. I said I did not enter no promos or opt in for any bonuses. They basically said tuff luck which I did not accept. I advised that this was a grand scam to make money off people as it will be near impposible to meet wager requirements from a 150 win and a 32 deposit. So I might as well have just sent a cheque to them for 32 pounds as I was guaranteed to lose this before I started. All I have been advised is that a manager will contact me in 48 hrs which from reviews is a common delay tactic. They have blatantly been underhanded and deceitful in raking in all new comers with no regards. £130 pounds I am trying to withdraw and they are cheating me out of such a small amount. If I had agreed and opted in or used a promo code fair enough but at no point was I given the options to decline and was not made clear until withdrawal was attempted.

Unresolved

£150

Been misled by the support regarding my bonus!

I signed upto titan casino for the first time yesterday, I firstly deposited £1400.00 over 4 deposits during this spell I received £120 in bonuses which I didn't ask for, but nevertheless I continued too play using these bonuses. I eventually got this amount too just over £3600, I then tried too make a withdrawal without any success. So I decided to contact them over the matter, I didn't get a straight answer on what I needed to do to get this withdrawn, they said I would get an email. I waited a while for this email without any luck, so I then went playing on slots too meet the wagering requirements, I probably staked £1000. I rung again and was told too wait, I was playing on my mobile so couldn't see my wagering requirements, etc which I wasn't informed about on the phone. Whilst on £3400, I made an withdrawal of £800, it said I would lose my bonuses if I made this withdrawal I was fine with this as I was well up. I was left stunned and shocked too be left with £404, £2200 was taken off my balance, which is an absolute joke, I rung up to complain without any joy, I eventually lost this £404, along with the £800 as I had lost my head due too what had happened. I then lost another £200 along with the bonus with that. They gave me £320 this morning which I blew in one spin, how is this fair, I feel harshly treated. I know they have rules etc, but surely when a customer rings up and isn't told anything but wait for an email that seems too take an age this isn't good enough. I feel ripped off, I feel the least they could do is re issue the 2200 they took off me and tell me what I needed to do to meet the wagering requirements I feel like I've been lead down a blind alley, Gary shannon

Resolved

£2,200

withdrawal complaint

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

Unresolved

Will not pay me - delay after delay

Hi Guys, it saddens me to have to go to these lengths to get paid, but what I want is the public to know what a pack of xxxxxxx and liars Titan Casino are.

I have been a member of Titan a while, but never played there much (my gut was right) - I play at winner.com and casino.com who are reputable and honest companies.

Exactly 8 days ago now, I deposited a small amount into my account ($25) and got a bonus of $30 or so and played the slots as per usual - slots and slots only. I was playing the game GREAT BLUE, played for quite a while on small bets from 50c to $1.25. The turnover requirement on the bonus was around $2,0000. Anyway, I got a great feature and what do you know, on $1.25 bet I won over $9,000. I played for a long time after, and decided to withdraw the $9,000 - ensuring I had met the turnover which had long passed - all fine.

I then immediately sent my ID docs in as required - they were confirmed all ok by Titan within a day, along with muy deposit form all signed. I got an email from Jackie Humprey - supposed manager their congratulating me. so - ALL DOCS ARE IN ON the 10th and accepted - and confirmed.

Today is the 17th - a week later AND I HAVE NOT BEEN PAID A CENT. On their site, it says 4 business days well..that has well and truly gone!! I have emailed, been on chat so many times and they just keep on lying and telling me 48 hours - then 48 hours comes - then another 72 hours!! That is what they just told me on chat - SO THJAT WOULD MAKE IT OVER 12 days - THEY HAVE NO EXCUSE AND ARE BLATANT LIARS! All docs are in, all wagering done, all requirements met - and they just delay and delay it with no reason or excuse at all.

I want two things to happen here:

(1) Obviously to get my $$ (2) THE PUBLIC TO KNOW WHAT THEY ARE LIKE SO YOU NEVER PLAY THERE YOURSELF and put up with what I have had too :

I have been smart about this and kept the latest chat session I had with them - and a person by the name of Solenn - please read it for yourself and see the joke that is this process:

annagggg: Hi there

Solenn: Hi Anna ! Solenn here from Online Support.

Solenn: How are you doing today?

annagggg: I need some help with an isue thanks

Solenn: Sure, no problem,

annagggg: I am ok - very angry at you guys but ok

Solenn: What kind of an issue ?

annagggg: i ahve ha da withdrawlpending now OR OVER A WEEK

Solenn: I'll check on that.

annagggg: i keep getting told the same crap - we will get back to you, blah blah

annagggg: now - I was told by derrick - over 48 hours ago - that it would be sorted out within 48 hours!

annagggg: AND 48 HOURS LATER NOTHING

annagggg: Solenn - i relaixe this is not your fault

annagggg: but it is well beyond the joke now and your delay tactics and stories ar eno longer acceptable

Solenn: I see your pending withdrawal Anna, and it's still pending.

annagggg: YES - THAT THE PROBLEM

Solenn: I'll go ahead and check why this is happening.

annagggg: thanks

Solenn: Please give me 5 - 10 minutes Anna if that's okay.

annagggg: i play at lots of playtech casinos - i am vip at winner and casino.com

annagggg: and i am also a member of casinomeister, and ask gamblers

annagggg: and Solenn

Solenn: Every players should be treated fairly and nice. I'll do everything I can to assist you today.

annagggg: as it is over week now - I thought I would contact you guys once more before i start the complaint against you at other parties - i do not want to do that - but you are leaving me no choice

annagggg: thanks Solenn

annagggg: i appreciate your time

Solenn: My pleasure. Still checking Anna.

annagggg: I was told 48 hours ago - all is fine, ID docs are in, deposit confirm form is in (which it is_ - "we are waiting for sign off from manage,ent" - i was told

annagggg: obviously a lie - as 2 days later still nothing

Solenn: I was about to ask you about documents.

annagggg: they are all in and accepted - i have to the conifrmations and also, was confirmed on chat the other day

annagggg: what annoys me the most - is you say 4 business days - fine - but we are now past 5 business days and nearly 8 days in all!!!!!!!!

annagggg: and more than anything

annagggg: it is the lies - like i was told by derrick last

annagggg: he told me to wait 48 hours - i would get the answer re its processed

annagggg: and 2 days later NOTTHHHIIINNGGGG

annagggg: when will this end?

annagggg: i have lost all faith in you guys..really..I can only believe lies for so long (not you of course)

annagggg: aso I will have to take this elsewhere - to a third party - like casinomeisters or ask gamblers to get it resolved - as I am being treated with contempt

annagggg: I will hold - ive waited over a week - thanks again for the help

annagggg: shoudl this not be resolved now, the next thing i will do when i get of chat - is get in touch with the sites i have mentioned and tell them what is going on - so other innocent people like me do not have to put up with this

Solenn: Please be advised that that's stated in the terms that there's no guarantee that there will be no delays on your withdrawal request

annagggg: ok

Solenn: Rest assured though that we will inform you for any update regarding your withdrawal request

Solenn: We are currently waiting for the Management's approval and once we hear from them we will immediately inform you .

annagggg: that is the same cra[ i heard 7 days ago

annagggg: thatwas the same story i got 3 days ago

annagggg: EXACTLY the same

annagggg: and i promise you - I AM NOT RESTING AT ALL

annagggg: not resting assured

annagggg: i was told 48 hours ago - i would get an answer - have a look at the chat

annagggg: NOW - more delays

annagggg: GET MANAGEMENT TO FIX IT NOW

annagggg: I am sure you will inform me - WHAT I WANT IS THE SIGN OFF FROM MANAGEMENT

annagggg: WHY IS THIS BEING DELAYED????????????WHY????????????

annagggg: I DEMAND AN ANSWER PLEASE

Solenn: Like what I said earlier Anna we are currently waiting for the Management's approval.

annagggg: And Solenn - I do not care if it is the fine print in the terms and conditiosns - EVERY GAMBLER out there needs to know how you operate and the delays you are causing for no reason at all

annagggg: you have been working on that for 3 days !!!!!!!!! and i just keep getting told the same hting

annagggg: PLEASE - for all of our sakes - ADDRESS IT WITH MANAGEMENT NOW

annagggg: please answer this for me

annagggg: WHY CANT MANAGEMENT ANSWER IT NOW???? WHY NOT?? WHY NOT 3 days ago??

Solenn: We don't have the specific reason on our end why this delay is happening.

annagggg: ok

annagggg: so if you dont have a reason - then who does Solenn??

annagggg: God help me really

Solenn: But rest assured that once the Management already responded regarding your withdrawal you will be informed.

annagggg: if there is no reason, which I appreciate is the honest truth

annagggg: then why cant it be done now??

annagggg: why cannot management respond NOW??? WHY?? Can you PLEASE - chase them up for me now and get an answer - PLEASE

Solenn: There are a lot of players who withdrew their winnings.

annagggg: I do not care about other players or your internal issues really

annagggg: you can see - it is well over due

annagggg: fair is fair Solenn

annagggg: please - please address this now for me - no more excuses - PLEASE

annagggg: contact management now please

annagggg: i am happy to hold

annagggg: please

annagggg: if you will not, please tell me why you will not

Solenn: The easiest way to get in touch with the management is by sending them an email

annagggg: when you take my deposits - my money - do I make you wait for it - and give you excuses as to why iI couldnt give it to you?

annagggg: I HAVE ALREADY DONE THAT!

annagggg: 3 days AGO!

annagggg: I got a response - stating the same lines you use "rest assured we will contact you"

annagggg: THAT is not a response -

annagggg: PLEASE - WHY will you not contact them now??? WHY??

annagggg: why wont you??

annagggg: why?

annagggg: why??

annagggg: I will hold while you do - why wont you?

annagggg: why wont you contact them now and get this sorted out Solenn??? Why???

annagggg: ??

Solenn: That was what I have read on your account. Still waiting for the Management's approval.

annagggg: yes I know

annagggg: so whay wont you contact them now??

annagggg: why?

annagggg: please - I am asking you - the service point at Titan casino - to contact your management and sort this out now for me - will you do that??

annagggg: Please - contact management for me now

annagggg: ok???

annagggg: If you wont do it - please tell me why you will not??

annagggg: ??

Solenn: Your request is now at the Management's. All you have to do is to wait for their approval.

annagggg: can you please contact them now for me - and follow it up please

annagggg: i am happy to hold

Solenn: Our department already made a follow up.

annagggg: ok

Solenn: And same answer was told.

annagggg: so do we have an answer

annagggg: so management said - we will not answer this - is that right

annagggg: ?

Solenn: Wait for the Management's approval.

annagggg: ok

annagggg: when will that be?

Solenn: They're not just signing or looking at it. They also need some approval from the finance, bank, fraud and every department.

Solenn: Because it is money that we're dealing with.

annagggg: ok

annagggg: sure

annagggg: so when will that be then??? As you already WELL beyong all your advertised time frames - when will i get an response?

annagggg: Just so you guys know - i will proceed with contact third parties now, to get this fixed

annagggg: it has become very apparent - you will just continue to lie to me and delay it - until god know when - and it is only $9,000!!!!

annagggg: that is stuff all money - a drop in the ocean it is

annagggg: and all these lies, delays, and mistreatment over $9,000 - what a joke

Solenn: Yes, it's only $9,000 but it's still have to undergo same process with higher amounts.

annagggg: ok

annagggg: so what is the time frame Soleen - please give me one thanks - another one - and please - please - make it accurate for me

Solenn: Please contact us regarding this after 72 hours just to make sure we already have the Management's approval.

annagggg: another 3 days hey -

annagggg: this is beyond the joke

Solenn: Within 72 hours I'm sorry.

annagggg: i cant believe it

annagggg: ok - thanks for trying

annagggg: i will address this via other means

Solenn: You can always initiate chat with us.

annagggg: listen to me please

annagggg: not you personally - but you casino

annagggg: get this paid - asap - it is in your interest to do so

annagggg: ok?

annagggg: please try and do all you can

annagggg: please

Solenn: Believe me, even you look for other people to tlak about this issue they will just give you the same answer because that's what we have on your account.

annagggg: ok

annagggg: yes - i know

annagggg: it is nothing against you personally at all

annagggg: i understand that

annagggg: it is your management

annagggg: and i will address this - and am doing so now

annagggg: thanks -

annagggg: enjoy the rest of your day - and thanks for trying

Solenn: I understand and I hope I was able to clear this for you

SO there you go - make of that what you will...but I hope you can see what I mean - it is a fair dinkum joke. There is no reason for the delay at all - they are just doing it to stuff me around.

I hope you guys can help me get this sorted out and I really appreciate your time re this matter - thanks Guys - you keep this shady industry honest!

Please get back to me when you can

Resolved

$9,000

Wager scam

Titan Casino is a complete scam!
I made adeposit for R800 - received a R1000 bonus and have been playing on and off for the lsat week. Yesterday my wager was down to R250. And then in one moment it went up to R50200!
I have been playing non-stop for the last 4 hours betting R20 per spin and guess what - the wager only went down to R32000.
When I questioned it - the 24 Support said - the wager is now R46000 left!
Complete scam !

Unresolved