Temple Nile— player complaints: 6 in English

Hello. I play this casino first time 21.1.2022 and got very lucky so end up winning 6285,5 euros. After that I upload and send all the documents that they want for me. Then about two weeks after that they still ask me to send them document about my bank statement other account that is not included my gaming account at all. Well I send them that also and their customer service says now everything is okey. They promise me to pay my winnings inside 48 hours but now after two weeks waiting I still haven't got my withdrawals and now it is third time they ask me to send same documents again. I run out of patience, because they clearly don't wanna pay my winnings. I really don't know what to do, because I try be patience and send them everything they wanted, but the just lie to me all the time.

I was playing on this casino who then cancelled my winnings of over 1550 as they claim that I broke the maximum bet of €5 whilst the welcome bonus was still active. I was never notified of there being a maximum bet whilst the bonus was still in play and I do not understand why they would confiscate my winnings. If there is a maximum bet whilst the bonus is active why is there nothing in place to stop people placing bets above this value? The only reason I can think of is that they don't want to give people their winnings. I am frustrated at their decision to confiscate my money and I feel that this is very unfair. I would appreciate your help in this matter.

I was playing casino welcome bonus on TempleNile. I made a deposit of 100€ and got 100€ deposit bonus to the casino. I only played Razor Shark with max bet of 5€ and did not break any bonus terms. After wagering my balance was 1542€ and I sent all documents necessary. After trying to withdrawal my remaining funds the casino contacted me and said that I have broken the rules. When I asked what specific rule I broke, my funds we're mitigated and the deposit was returned. They refuse to specify how I have exactly broken these rules: 4.1 By opening an account with us and/or by using the Website you acknowledge, agree and warrant that you: - are at least 18 years of age and above the legal age for gambling in the jurisdiction you are a resident; - are legally capable of entering into binding contracts; - have supplied all information when registering with the Website that is accurate and complete and will ensure that such information is kept updated throughout your use of the Website; - are resident at the address you provide us and are a resident in a territory that permits gambling to occur; - are not restricted from opening an account under clause 7 (Restricted Territories); - have not excluded yourself from gambling on this Website; - have a valid bank account or credit or debit card or alternative payment method; - you are the legitimate owner of the money you deposit and any money that you deposit into your account is not tainted with any illegality and does not originate from any illegal activity or source; - have no existing accounts registered by you on this Website; - you are not playing or acting on behalf of somebody else and you will not sell, transfer and/or acquire accounts to/from other players; - participation on the Website is for fun and not for financial dependency (or similar) reasons; and - will comply with the Terms of Use at all times in relation to your use of the Website. 4.2 By registering for an account, you hereby consent to us contacting you through any and all means of communication (whether in written or verbal form and including, but not limited to email, telephone and SMS) in respect to matters relating to your account. I am the only one who has played any casino games from our household. I have my own computer to which no one else has access to and I use the secure internet access of our own household with a unique IP-address. My email and all other accounts are only used by me. I told these same things to Temple Nile casino but they have refused to do anything.

I was playing at temple nile and was grinding out the wager i had and hit a big win on 1$ bet and decided to do a bonus hunt which ive seen streamers on twitch do. apparently bonus hunts is not allowed and i did not realize it was not okay to do on that site. I also decided to up the bet and was doing an 8 dollar bet and i was not aware of the 5$ limit while having a bonus balance. I only did 75 bets on 8$. but the casino confiscated all the money when i tried to cash out. i wouldnt have had a problem wiith this if i had won all the money on the bigger bets over 5$ but i won all my money on the bets between .30$ to 2$, infact i lost most of my money when i did raise the bet over 5$. I also grinded out the wager for 3 full days so to find out that they just took all the money away just like that after all the grind i went through just to take it out really made me mad. 1930$ is alot of money to me and in these times that money would help out so much. I was pretty devistated when they took the money away and didnt realize i did anything wrong. this is the kind of stuff where people get suicidal over.

To verify my account I had send many times my documents by sending emails but never got any responses and even while I send email to the support team by email they don't respond and i don't get any reply. I had deposit also in my account but after winning 100$ I send my documents but they every time say that my email has not received.I am confused about their answer and i think they are ignoring my email to not giving my withdrawal.

On the 20th of December I made a deposit of £100. A 200% bonus was added to my account which I never used a single penny of. While using my cash balance only I made 3 £40 free spin round entry bets and they’re claiming I made these bets with bonus funds which simply isn’t true. I was also told on live chat that any winnings in my cash balance were mine to withdraw at any time. I will past the chat transcript below. Chat started on 21 Dec 2018, 01:01 PM (GMT+0) (01:01:27) *** [EDIT] joined the chat *** (01:01:27) [EDIT]: Hi! Could you tell me how’s my wagering isn’t going on my bonus please? It doesn’t seem to be going down when I checked? (01:01:36) *** [EDIT] joined the chat *** (01:01:37) [EDIT]: Hi,. (01:02:03) [EDIT]: hi! (01:02:06) [EDIT]: I'll be happy to look into this for you, but before I do, would you kindly just confirm your full name, date of birth and address please? (01:02:33) [EDIT]: [EDIT] (01:03:09) [EDIT]: Thank you for providing me with that information [EDIT]. Kindly allow me a moment to have a look at the account for you and I will advise you accordingly. (01:03:16) [EDIT]: thank you! (01:03:24) [EDIT]: Thank you. (01:07:26) [EDIT]: Thank you for holding [EDIT]. I can see that you are playing quite well. Your wagering is coming down. You can always monitor your rollover amount under your My Account section. Under the tab Rollover. (01:07:57) [EDIT]: You are currently playing with your cash balance first. (01:08:49) [EDIT]: hang on so all the cash balance is available to withdrawal now? I’m confused sorry haha (01:09:12) [EDIT]: Your cash balance will always be the betting medium then your bonus will come into effect once your cash is depleted. (01:10:06) [EDIT]: ok I still don’t understand. If I haven’t used the bonus Is my cash balance available to withdraw? (01:11:03) [EDIT]: You are welcome to make a withdrawal. You will then have to forfeit your bonus funds. (01:11:50) [EDIT]: ok and to confirm the bonus funds are the 200 and the rest isn’t cash balance to withdraw? Not just my deposit amount? (01:12:37) [EDIT]: I asked this to of you guys last night and didn’t get a straight answer so if you could clarify that would be great thank see (01:13:09) [EDIT]: I meant to say is cash balance above not isn’t sorry (01:13:18) [EDIT]: What you have left in your cash balance you can withdraw at any time. (01:13:50) [EDIT]: Your bonus will simply fall away. (01:13:57) [EDIT]: ok so that cash balance is mine yes? All £600? (01:14:31) [EDIT]: Yes indeed, it is yours. (01:15:31) [EDIT]: Ah brilliant thanks for confirming that and sorry for all the questions. You’ve been very helpful. Have a good Christmas! Bye! (01:16:01) [EDIT]: Questions are always good [EDIT]. (01:16:05) [EDIT]: I love it! (01:16:16) [EDIT]: Have a fantastic day further and everything of the best. Once again, please do not hesitate to contact us at any time with a query. (01:16:33) [EDIT]: Haha! Thanks again! Bye! So as you can see I was told any winnings in my cash balance were mine to withdraw as I pleased. I carried on gambling for a few sessions and eventually made two withdrawals of £1200 and £900 which were both cancelled and my £100 deposit was returned to my account. To say I feel hard done by is an understatement. I was told outright that that money was mine and they should have honoured that. Any help towards a resolution with this would be incredibly appreciated. They’ve gone completely silent so I’m just stuck waiting without my winnings. Thanks guys. If you need anything else please get back to me.