TitanBet won't pay me my winnings.

[Robber Baron]

I've sent an email to Disputes at the weekend but haven't had a reply yet so I'll post my complaint on here as suggested.

Last week I made a withdrawal request for my entire balance of £134.22 to TitanBet. The usual request for ID was made and I sent them scans of my passport, debit card (front and back) and a bank statement showing my name, address and account number (which matched my debit card) with the banking transactions blanked out.

TitanBet rejected the documents on the grounds of clarity (despite me having sent the very same documents to a number of bookmakers without any problems) and asked me to send photographs of the documents along with one of me holding them. I complied with this but the photos of the debit card were rejected due to some of the edges being out of shot.

The real problem that I have is they're now asking that I show the banking transactions on my statement. I'm not prepared to do this as I regard it an invasion of privacy. After all, my personal financial affairs are of no concern to them and I fail to see how this assists the ID verification process.

I don't know the legality of this, or if I am required to provide this information, but until I get clarification I am not prepared to comply with their request. Unfortunately I don't have any other utility bill that I can send them as I'm not the bill payer. I'm now thinking of taking my complaint to the UK Gambling Commission but I'm not sure if they will do anything to help or not.

Can anyone advise how best to proceed?

Thanks.

 

[quincunx]

I had similar requests with a bookie a while ago - don't think it was Titanbet but I can't be sure.Anyway,they wanted digital photos of my passport and ID,along with my initial deposit,which had been by Skrill.It turned out that they were happy with a scan of any page from my Skrill history that included the actual pay-in transaction,so I was able to do a Skrill search for transactions on just that date,and I sent them a scan of that.
You cannot do that with a bank account,but a bank account statement shows only balances and the amounts paid out and paid in - it doesn't show who you paid the money to,or who the money that you paid in came from.You could ask Titanbet if you could snowpake/tip-ex out the balances before sending photos of the statement,but other than that,I do not see much harm in sending them the photos.
As far as the legality of their request goes,in the UK perhaps the data protection act would somehow be in your favour,but Titanbet aren't bound by UK law,so that would not help.

 

[Robber Baron]

Thanks for the reply, quincunx.

Their website states .....


"Governing law and jurisdiction

124. These terms and conditions are governed by English law and we both agree to submit to the exclusive jurisdiction of the English Courts."

So I can only imagine that UK law applies. I still feel they are crossing the line asking for personal financial details though. I'll still seek clarification before proceeding.

Thanks again for your input.

ps. My statement clearly shows many bookie transactions.

 

[Trevrizent]

I agree with you entirely, Robber Baron, that all the financial information on your bank statement which is unrelated to your TitanBet account is none of TitanBet's business. I had a similar issue with a different bookmaker a while back, but they only wanted to see a bank statement/utility bill as proof of my address and so were perfectly happy for me to send a retouched digital photo with all of the sensitive financial information edited out - and they duly paid up a couple of days later. I would suggest you contact Titanbet again and reiterate that, whilst you are happy to send them a digital photo of a recent bank statement, all the financial information which is not relevant to your account with them will be blanked out on the grounds that this information is private and confidential and has no bearing on your TitanBet account in any case. I would add in your email to them that, if they are not satisfied with this and still refuse to pay you your balance, then you will not hesitate to make a formal complaint about their behaviour to the UK Gambling Commission (by whom they are now licensed in respect of all their UK-based accounts). I don't know whether this will do the trick, but I think it's probably worth a try in the first instance. I realise it's no help here, but these days TitanBet really are an outfit to avoid in my view. Good luck.

 

[Robber Baron]

That's spooky,Trevrizen.

I've just in the last 2 minutes sent them a scan showing the amounts debited and credited but blanked the details of my account balance telling them that it's none of their business and have no right in law to ask.

I also stated that if they would not accept this then I'm passing on all the correspondence to the UKGC.

Thanks for your input and I'll post on here when I have more news.

 

[Robber Baron]

Al last I've been paid. It seems the threat to go to the Gambling Commission worked as they passed it to the accounts dept. without any further argument.

They're best avoided imo.

Thanks for the advice guys.

 

[pippinc4]

<p>I've sent an email to Disputes at the weekend but haven't had a reply yet so I'll post my complaint on here as suggested.</p>
<p>Last week I made a withdrawal request for my entire balance of £134.22 to TitanBet. The usual request for ID was made and I sent them scans of my passport, debit card (front and back) and a bank statement showing my name, address and account number (which matched my debit card) with the banking transactions blanked out.</p>
<p>TitanBet rejected the documents on the grounds of clarity (despite me having sent the very same documents to a number of bookmakers without any problems) and asked me to send photographs of the documents along with one of me holding them. I complied with this but the photos of the debit card were rejected due to some of the edges being out of shot.</p>
<p>The real problem that I have is they're now asking that I show the banking transactions on my statement. I'm not prepared to do this as I regard it an invasion of privacy. After all, my personal financial affairs are of no concern to them and I fail to see how this assists the ID verification process.</p>
<p>I don't know the legality of this, or if I am required to provide this information, but until I get clarification I am not prepared to comply with their request. Unfortunately I don't have any other utility bill that I can send them as I'm not the bill payer. I'm now thinking of taking my complaint to the UK Gambling Commission but I'm not sure if they will do anything to help or not.</p>
<p>Can anyone advise how best to proceed?</p>
<p>Thanks.</p>

 

[pippinc4]

Yes I've had the same problem. When i won they did everything they could to avoid paying me. I scanned all my Documents to them they still would not let me withdraw my money. All my Documents scanned to them have been accepted by all uk online Bookmakers so how can Titanbet have a problem with them. I sent them Passport ID, Bank statement, and Utility Bill still they would not allow me to withdraw my winnings. I think i will have to report them to the Gambling commision