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Voided winnings due to bonus ban I wasn't even informed of

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Von BMGJannik97
vor 7 Jahren
Took the 200 percent bonus from temple nile casino with an 50 euro deposit. was able to fullfill the wagering requirements. during this time the highest bet amount was 1 euro. on Sunday 21th of April in 2019 in requested a withdraw of 1240 euro. on the 23th of april 2019 i got an mail that my account has been banned from promotion and Boni since 30th of April in 2018 for the whole casino network - white hat gaming . i checked my mail account and i noticed that i never received that mail. one week ago i was able to get a bonus and receive my winnings from gate777 casino, which belongs to the group of white hat gaming. obviously i wasn't banned from Boni at this time (last week). the casino supporters weren't able to proof that i ever received that mail. additionally i am receiving daily promotions mails from the white hat gaming group. live chat supporters also said that my account is already verified because of other casinos belonging to the same casino network. hopefully this problem can be solved with the help of askgamblers.
Unseriöses Casino Temple Nile Casino
Grund Verletzung der Bonus-Bedingungen

Diskussion

User name

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.

User name
Hi BMGJANNIK97,
Regarding your the bonus you used, as we mentioned above, we can confirm that you selected the bonus, it was not automatically credited, nor did we add it to your account.


Our team informed you about the bonus ban, yet you opted to ignore the ban in place.

We draw your attention to Clause 3 of our Promotional Terms https:­­//­w­w­w.t­­em­­pl­e­n­il­­e.c­­om­/­e­n-­­mt/­­pr­o­m­ot­­erms; in particular Clause 3.2 which state 'We reserve the right in our sole discretion to deny you from all future promotions. Once you have been informed that you are no longer eligible for promotions, and should you take up any promotion, all winnings from that promotion will be confiscated.'

If there is any extra details you want to ask about your game play, please go our live chat. Our 24/7 support team will be happy to help you with any further details.

Regards,
Temple Nile Casino
User name loyalty-level-2
Please answer my question...
User name
Hi BMGJANNIK97,

We can confirm that you selected the bonus, it was not automatically credited, nor did we add it to your account (image attached)


Our team informed you about the bonus ban, yet you opted to ignore the ban in place.

We draw your attention to Clause 3 of our Promotional Terms https:­//w­ww.t­em­ple­nil­e.c­om/­en-­mt/­pro­mot­erms; in particular Clause 3.2 which state 'We reserve the right in our sole discretion to deny you from all future promotions. Once you have been informed that you are no longer eligible for promotions, and should you take up any promotion, all winnings from that promotion will be confiscated.'



Hope this helps.

@Askgamblers we are sending you this additional information via email.

Regards,
Temple Nile Casino
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Temple Nile Casino Beschwerde-Statistik

Gelöst 7 / 7
Durchschn. Betrag $1,176
Durchschn. Dauer 9 Tage
Durchschn. Antwortzeit 2 Tage

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Temple Nile Casino Beschwerden

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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

Status solved Gelöst
£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 >

Status solved Gelöst
Refusal to accept verification documents and won't pay out winnings
I recently joined Temple Nile and played through for a couple of days- in the end, after meeting all requirements, I requested to withdraw $1000 of my winnings. They refuse to accept legitimate forms proving I am who I am! After literally a dozen emails back and forth and NUMEROUS proofs of identity, proofs of my bank account, proofs of deposit to Gigadat (which is how i deposited)- they continue to stonewall and refuse to pay me my money. I can provide all emails and proofs I sent them. I belong to numerous casinos (online) and while some requests of proof take time, the continued stonewalling is unacceptable in their case. What they want is impossible - they want my deposit on a statement from my bank which in itself isn't a problem, but they want my name, address etc on the page where that deposit is. The bank doesn't provide that. The latest I sent them was a statement of my bank's page, illustrating the deposit with the institution number, transit number and bank account number and the relevant information but it does NOT display my name. I sent WITH that a VOID cheque with the exact same institution, transit and bank account number which clearly shows my full name and address. This is at least the fifth or sixth thing I've sent - this, along with the others refused. Please help!

I am attaching a series of screen shots - labelled - which show some of the correspondence we have had. i will also attach all the various forms of proof I sent as requested. Note that in my original request for a manual withdrawal (because their form for withdrawal ON SITE was inaccessible)- I even included my driver's license to proof I was who I was.

If there is anything else (and I would be happy to forward the actual emails if you like)- let me know. I am very frustrated! I've never had these kind of issues. I am a new member of Temple Nile (and clearly will never use them again) but I would like the money they owe me. I joined Zodiac Casino at the same time and while it took 10 days to process as I was also new there, there was no avoidance or loggerheads! I am attaching some of the documents I sent them.

thanks for any help you can provide.
Status solved Gelöst
$1,000
A month later my withdrawal is still not processed
Hi,

I have requested a withdrawal of 5000$ CAD it been more than 1 month. First my withdrawal was sent out the 29th January. After waiting for more than a week and seeing that they money never came to my bank account, I decided to contact support. They told me to send bank statement to proof that I did not receive the withdrawal. Than they told me that my withdrawal was found and that I did not receive it because it was rejected by the bank. I gave them another bank account of mine where i wanted the withdrawal to be sent. I sent them bank statement of both accounts and everything that was asked. Today it been 1 month and they are still telling me that I have to wait 10 business days to process my withdrawal. This is incredible. Bank transfer is a manual transaction that can be done anytime. They are making me wait on purpose.
Status solved Gelöst
$5,000
Problems with bonus wagering requirement
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.
Status solved Gelöst
Withdraw never received and issue not resolved
I won for the first time $1900 at this casino.
I withdrew the winnings as of Nov.28/2018 and went through the waiting period of 2 days for them to review and was sent an email to provide identification and a bill for proof of address which I did.
They sent another saying the withdraw was processed and i should receive payment into my bank account within 2-5 days.
I waited and after 5 days time still no payment received.
I emailed numerous times asking them to review my banking information and sent in a pre authorized debit form 3 different times along with an updated bank statement to prove I have not received payment.
I have received back email after email from them stating "give me 2 days to review this info and thank you for your patience.
They are giving me the run around and saying funds have processed from their end and it must be my bank I need to speak with.
I have spoken with my bank on a daily basis . No funds have bee sent to my account from this casino.
I'm at a loss. Tgey keep sending me emails with no information as to what they are doing to rectify this and just keep saying its been processed on there side.
I need help here. I have all the emails they have sent me and all the proof I have not received a penny from them.
I trusted enough in them to deposit my hard earned money and I want the money they owe me
I won it fair and square. Can you help me? I have attached some of the emails I received from temple nile. All pretty much say the same thing. I really need help on this one!
Status solved Gelöst
$1,900
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