Temple Nile Casino - player struggles to withdraw his winnings.

Hallo ja also das Casino stellt sich begriff stutzig !!!

Und erwartet von mir einen Kontoauszug mit meinem Namen.Obwohl ich mit dem Konto von meiner Frau eingezahlt habe und es darauf auch ausgezahlt haben möchte.

Wir leben zusammen als Gemeinschaft

haben die gleiche Adresse.Habe mich mit der Stromrechnung Verifiziert und Andere Nachweise über meine Adresse auch eingereicht.Trotzdem Verkomplizieren Sie die Auszahlung !!!

Dear Dimi777win,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you deposited funds into your wife's casino account using your payment method? Do you both have accounts in this casino? How long ago was the account registered, please?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Ich bin seit mehreren Jahren schon Mitglied

Habe auch öfter mit dem Bankkonto Konto eingezahlt

Nur ich hab ein Konto bei diesem Casino

Thank you very much, Dimi777win, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Dimi777win,

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Temple Nile Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Temple Nile Casino Team,

Could you please clarify the player's situation in more detail from your point of view? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw?

Thank you in advance for providing the information.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Greetings,

I was provided with the following information from the casino:

"Dear Dimi777win,

We note that we are unable to process payments to third party accounts, and draw your attention to clause 9.3 of our terms and conditions https://www.templenile.com/en-mt/terms, which provide that "You may only use payment methods registered in your own name to make withdrawals. It is your responsibility to submit the correct bank account details (where applicable) for payment of withdrawals. We cannot repay payments made by us to any other account due to incorrect account details provided by you."

In order to effectively resolve your query we recommend submitting a bank statement registered to your name and dated under three months old to accounts@templenile.com Upon receipt of the document, our Accounts Team would be able to further assist you with your query. If you have any questions, please do contact our team directly, as due to security purposes, we will be unable to discuss this matter any further.

We are looking forward to hearing from your at the accounts@templenile.com .

Best regards,

The Temple Nile Team"

Dear Dimi777win,

The casino cannot provide us with more details about your issue because of GDPR and the casino's strict internal policy.

Can you please contact Accounts Team at the mentioned email and provide me with an update?

Dear Dimi777win,

I am extending the timer by 7 days. Please note in case you fail to respond to your complaint in the given time frame, or do not require any further assistance, we will reject it.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru