Beschwerde #2 Temple Nile Casino

Problems with bonus wagering requirement

Von Vyacheslav S.

vor 7 Jahren

Hello.

I have joined the Temple Nile Casino. I have made 3 separate deposits and accepted the bonuses. On the third time I have deposited $100 and received $50 bonus. After wagering $50x45 I have tried to withdraw $2500 that I have won but was unable to do so. When I contacted live support I was told that I did not meet wagering requirement for the first two deposits. I tried to explain that I have played the first two deposits and bonuses and my balance was 0 when I have made my last deposit. This is against your conditions. I have spoken to 3 different people on live chat, manager etc and to be honest I was shocked by the staff knowledge. On the second of January I emailed Temple Neil Casino asking for clarification and explanation and only today I have received an email that does not make any sense to me.

Gabbi (Temple Nile)

Jan 16, 11:06 UTC

Hi there, Skamakhin.

Thank you for your email response.

We have now received an outcome of the matter that has been looked into for you.

We have been informed that the site has crashed at the time and therefore the offer was not reflecting on your account. The matter has since been resolved and everything on your account has gone back to normal.

Please accept our apologies for any inconvenience this may have caused.

Kind regards,
Casino Support

I have no idea what offer he is talking about. I really need your help to resolve this issue.

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AskGamblers

• Support Team

vor 7 Jahren

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Temple Nile Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Mrvnz

• Neuseeland

vor 7 Jahren

I had a $0 balance when I made my last payment of 150+50% bonus. I have met the wagering requirement. Why are you adding bonuses from previous deposit when I have started from 0$ at my last deposit. At $2500 I had $200 to wager and I did that and then my wagering has changed again without me claiming any bonuses. You have sent me an email confirming that it was a glitch in your system. I want my money!!!

Temple Nile Casino

• Representative

vor 7 Jahren

Hi MRVNZ
Our team has confirmed that your query is regarding a withdrawal that you had hoped to submit on 31 December 2018 - This was the only point at which you had a balance of NZ$2,500.

We note that he would not have been able to submit the request at the time however, as the wagering requirement for both the bonuses you claimed, prior to accruing the winnings, had not yet been met.

Please note that you only held a balance of NZ$2,500 on 31 December 2018 at 14:02 - the bonuses claimed were as follows:

Date Claimed Deposit Made Bonus Claimed Bonus Received Date bonus released
31-12-2018 06:49:41 $ 50.00 Third Welcome Bonus $ 25.00 31-12-2018 13:40:34
31-12-2018 10:30:59 $ 150.00 Tn - 50% High Roller Match Bonus Ut 200 Nd $ 75.00 1/1/2019 7:16

For your reference, please see the promotional offers claimed, indexed below:

https://www.templenile.com/en-nz/promotions/

We draw your attention to Clause 5.4 of the Promotional Terms https://www.templenile.com/en-mt/promoterms which stipulate"Bonus amounts credited to a player's bonus account are subject to forty (x40) times wagering requirements before they are converted to your Cash Balance and can be withdrawn (unless explicitly stated otherwise in the Significant Terms)."

The wagering requirement on this particular bonus, was met and the bonus released on 1 January 2019 - at which point you held a cash balance of NZ$0.53. We note the minimum withdrawal is NZ$20.

@AskGamblers we will send you an email with the players full game-play for your reference, as well as the bonus claimed, disputed funds and bonus released.

Hope this helps!

Regrads,
Temple Nile Casino

Temple Nile Casino

• Representative

vor 7 Jahren

Hi MRVNZ
Thanks for sending us your details.

We will send them to the relevant department and we will came back to you as soon as we get news from them.

Regards,
Temple Nile Casino

Temple Nile Casino Beschwerde-Statistik

Gelöst 7 / 7

Durchschn. Betrag $1,176

Durchschn. Dauer 9 Tage

Durchschn. Antwortzeit 2 Tage

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Withdraw delayed due to account self exclusion

I open a account few days ago and after i done over 13 deposit and i lost over £1700 i been lucky and i win £1000 which i withdraw.on same time i sent my id document and prof of address which been confirmed as received.Monday on 10/06/2019 my account was locked and when I contact temple nile casino via chat they told me that my account is being review and will take up to 28 days which is totally rubbery.They say that im self excluded with gamstop,first why they let me deposit over 13 times and secondly im totally agree my account to be closed if they want that but i want my winning of £1000 to be processed,is not fair to lose 1700 without my.account to be locked and straight when i win they lock my account.I repeat i provide to them all the documents and till now they never send me a email regarding the status of my withdraw and the status of my account.they can review my account but 28days is far to much.Please help

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£1,000

Winnings voided due to ''Network Ban'' in another casino?!

Dear Ladies and Gentleman,

please excuse my english - it is not the best.

I have the following Problem:

About two weeks ago i succesfully registered to templenile.com and did a deposit with bonus. I always read the Terms and Conditions very carefully before i enter any kind of contract. I ended up wagering through the bonus conditions. For my safety i contacted the Livechat and asked, if my Account was already verified so i can withdraw the money, because i already did send my documents earlier already. The livechat Support told me that my Account is already verified and I can now withdraw the Money. 2 Days later i got an email where i got told, that my Account has been terminated because i got a network ban on 01/2018.

The Problem is:

- I do not know where this ban comes from? It says I have been banned through Spinland and i did receive a Mail with the Ban. THIS IS NOT THE CASE.

- For Problems like this i never delete any of my mails - i defenetly did not get such a mail.

- Why would you let me register and play on the site, when i am "banned" ?

- What kind of ban is this? Which rules did i break?

If i had lost 1 Million Euro in the casino, then nobody would complain and tell me i have a (questional) ban.

I did win 1000€ regularly.

Im am looking forward for your statement.

with friendly greetings from Germany

David < surname removed >

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Refusal to accept verification documents and won't pay out winnings