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Casino Napoli - Declined withdrawal due to irregular play


Found for the Player - Casino Napoli have enforced a term that we view to be entirely unfair and which we have been advised is non-compliant with EU consumer law.

Read our Casino Napoli Review.

Player's Complaint

I deposited 30 euros on Friday night. I won immediately. I didn’t use any bonuses. I got my balance up to 1000 euros by Saturday . On Saturday I played roulette and won 3000. I lost 500 today so decided to deposit and book a holiday with the winnings.

I received an email saying I’ve broken irregular play rules. I didn’t even know about these.

At no time did they stop me playing, if anything it was encouraged more.

The customer care have been rude . And state I have no chance of getting any money. Obviously my family is in tears after learning* the bad news, we can’t go on this holiday what was booked. Heartbreaking.

It’s gone from being a extremely lucky weekend to a terrible ordeal.

Read the casino review

5 Responses

User icon
September 30, 2019

Hi rickyf2 - welcome to!

As a UK citizen you should only be playing with operators that hold a UKGC license. Casino Napoli do not hold a UKGC license and as such are breaking UK law by accepting your custom.

Secondly, the group you have chosen to play with are both negatively listed here and inconsistent in their approach to managing complaints submitted to this service. While we will try to contact the operator on

Before we go any further, specifically what term have the operator claimed you've broken?



User icon
September 30, 2019

Thanks for getting back to me.

I’ve been told that I broke irregular play teams and conditions. That’s all. They have declined my withdrawal and not replied to me emails. Obviously you can appreciate my heartache. They are saying my bets are not consistent with my deposit? They won’t be as I was winning my stake increased significantly, I was willing to lose more due to my good fortune.

It’s disgusting that they’ve treated me this way. I joined this betting company as I self excluded to UK bookmakers a number of years ago. I’m not addicted at all I just look after my money.

I have emails from Napoli which I can submit. I don’t hold out much hope, I just want to make everyone aware not to use these crooks!!

As stated previously, I booked a holiday with my expected winnings. Telling my family that we can’t go was one of the worst experiences of my life.

I’ve emailed them 4 times with no reply.

I hope you can help. The T/C make reference to bonus when they mention irregular play. I didn’t ever use the bonus. I was playing with my money as my account wasn’t verified till I made the withdrawal. That’s when they stopped the withdrawal on this terrible call. If I’d lost £2500 they wouldn’t have returned it. That’s a fact

User icon
October 1, 2019

Hi rickyf2,

Casino Napoli's terms and conditions contain the following:

". Betting rules

. You must bet according to the specific rules of the game you are playing.

. We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

. "Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play."

This is not a bonus term - it is within their general terms and conditions.

Did you bet more than 30% of your last deposit?



User icon
October 1, 2019

I’m struggling to understand this irregular play rule. I staked 50p spins of the slots and won £240. Once I won that I increased my stake to £1 plays, I won again. I got up to around £500. Then I started playing roulette on £100 spins.

I was staking that as I won a good amount. I had no idea on the irregular play rule.

So, let me get this right. I shouldn’t have been betting with them as they don’t have a license. They haven’t paid me a penny of my winnings.

How the hell can they do this!!!! They haven’t even paid me the winnings I won at a 50p stake.

Please don’t let anyone fall for the same fraudulent bastards like I have

User icon
October 4, 2019

Hi rickyf2,

If your £100 bet have been more than 30% of your last deposit you have violated this term.

And yes, I would entirely agree with you that the term is entirely unfair and should never be applied to non-bonus play. But having discussed this term with this group on multiple occasions I can say with certainty that they will not change their position on these issues.



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rickyf2 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:

  • Casino Napoli
  • Curacao eGaming
  • Alpha Interactive Solutions N.V.

September 30, 2019

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