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Temple Nile - Withheld winnings

Ruling

Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

Read our Temple Nile Casino Review.

Player's Complaint

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.

Read the casino review

1 Responses

User icon
thepogg
August 20, 2021

Hi ross56glee - welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

The maximum bet restriction at Temple Nile is clearly detailed in the terms and conditions of the Welcome Bonus and is included in the 'significant terms' highlighted in all the promotional material. The operator are not currently required to enforce this automatically. Unfortunately, if you have exceeded the €5 limit all we can suggest is that you ensure you read and follow the terms of any bonus you accept.

Sorry we could not be of further help.

ThePOGG

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Agreement

ross56glee consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Temple Nile
  • United Kingdom Gambling Commission
  • Curacao
  • Malta Gaming Authority
  • Caddell Limited N.V.

August 18, 2021

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.