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Casino Napoli - denied withdrawal

Ruling

Found for the Player - Casino Napoli appears to be enforcing a maximum bet term on non-bonus play. Our understanding is that this is non-compliant with EU consumer law.

Read our Casino Napoli Review.

Player's Complaint

Hi i am based in uk and i signed up to casino napoli.

I deposited 100 euro and asked them to remove the bonus so I had no wager.

I lost this and then deposited another 100 euro.

I played a 60 euro spin on slot and I won 5200 ish euro and withdraw some of it. I then cancelled my withdraw to play another 100 or 200.

Then I decided to withdraw 4600 euro in the end, which was pending. Then next day I deposited 600 euro from my card and let the existing withdraw stay there.

I waited 5 days and no one contacted me so I sent my document off anyway.

I then got a replay saying

As part of our regular withdrawal review process, we have seen that the terms and conditions of the casino were not met.

Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit.

We have therefore cancelled your withdrawal request and removed the winnings.

So if I did this 100 times and spent 6000 I still woudent get paid because my last deposit was only 100 euro

This is not fair at all.

Why did they let me sign up if im in the UK anyway. The minimum I want is my deposits back.

Read the casino review

5 Responses

User icon
ThePOGG
October 10, 2019

Hi rocker1 - welcome to ThePOGG.com!

Unfortunately there is nothing we can do to help you in this circumstance.

Casino Napoli do carry a non-bonus term of this nature. While we have been advised that this term is non-valid under EU consumer laws, having discussed this issue with this group of operators on multiple occasions I can say with certainty that they will no change their position.

Sorry we cannot be of further help.

ThePOGG

User icon
Rocker1
October 10, 2019

Hi,

im not sure what you mean about:

"Casino Napoli do carry a non-bonus term of this nature" there no issue with the bonus.

the issue is that they are saying i played a spin which was 30% above my last deposit.

when i first spoke to them in the live help they said my last deposit was 100 so my spin of 60 euro does not count as i cannot do a spin of more then 30 euro (30% of 100 = 30euro).

i then spoke to them again and another person said if i did a spin of 59 euro then i would be able to take my money out as i deposited 200 in total before i won (30% of 200 = 60euro)

"Our Terms and Conditions prohibit placing single bets EQUAL to or greater than 30% from the value of the deposit."

then as i though i won the money and had withdrawn it, i started playing with money from my bank account which i lost and i dont even get my withdrawn money.

the rule is totally unjust and unfair.

firstly they should not even take my bet as im in UK. Secondly they should not allow me to place a bet higher then allowed.

as i said with my example if i deposited 1000000euro and done 60euro spins and then my last deposit was 60euro and did a 60euro spin, they wouldn't pay me as it not 30% of my last deposit.

how is that fair.

User icon
ThePOGG
October 11, 2019

Hi Rocker1,

I understand that there was no bonus play. The term in question is a "non-bonus" term - i.e. it applies to play without a bonus.

And I agree it is not a fair term, but the nature of the operator you've chosen to play with precludes any chance of our being able to help.

Thanks,

ThePOGG

User icon
Rocker1
October 11, 2019

ok so what would my options be. who can i contact that might help.

User icon
ThePOGG
October 14, 2019

Hi Rocker1,

If we knew of anyone who could help you with this we would have given you that information already. This is a weakly licensed rogue operator based in various island states.

Sorry,

ThePOGG

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Agreement

Rocker1 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.

October 10, 2019

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