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Casino Napoli - Dispute over withdrawal amount

Ruling

Found for the Player - Despite our repeated efforts to contact Casino Napoli to discuss this issue we have received no response whatsoever from the operator.

Read our Casino Napoli Review.

Player's Complaint

I deposited over £100 consecutively (in 20s)in one night. I managed to play through all wagering requirements and have €2000 available to withdraw. I withdrew and received an email stating my withdrawal of 2000 was successful (I have emails as proof) later received email asking for docs which I sent. The next day I checked the casino account to notice the pending withdrawal had been cancelled and changed to €227 which I received an email stating my withdrawal of this amount was successful. Very confused and worried and angry, I tried to communicate with chat, who weren’t willing to help and kept ending chat with no explanation. I persisted on, until someone called me and explained verbally and then again in a chat box, my withdrawal could only be 10x my accumulated deposited. I have never seen this in ts&cs, if I was aware of this I would never have deposited, I have since search everywhere for terms but can’t see any. Nonetheless, even if this is the case, surely accumulated means built-up which would still equal at least €1000 as I deposited at least 100 that night consecutively. I am still waiting for the 227 which I haven’t even received. Can anyone help me here?

Read the casino review

5 Responses

User icon
ThePOGG
January 23, 2020

Hi abc123 - welcome to ThePOGG.com!

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.

Did your deposits exceed €200 in total? The operator's terms and conditions include the following:

"13.6 If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount."

Thanks,

ThePOGG

User icon
abc123
January 27, 2020

Just over £100 I think, will check. Very disappointing. Even if that’s the case, they haven’t paid out despite me sending in documents three times. Bad site, not to be trusted. The terms aren’t available for customers. Where did you find them? The ones on the site don’t open and I asked chat to send them to me but didnt

User icon
ThePOGG
January 28, 2020

Hi abc123,

We can contact the operator about the missing withdrawal but it is normal for this group to take several weeks to pay out. Can you please keep an eye on your account and let us know if your payment comes through?

Thanks,

ThePOGG

User icon
abc123
February 11, 2020

Hi again, further to my previous complaint about a dispute over amount. Thank you for the terms and I accept that, even though it was misleading. I do have another issue still. In 8days it will be a month that my pending withdrawal and been sat in my account. Back and forth they have asked for documents which I have sent. During chat a few days ago I was told everything was now in order and to wait until this week and I would receive my funds. The withdrawal is still pending and I just contacted chat who said I need to send a bank statement... I have of course and since been told all ok, as I said. Seems to me they are a scam who don’t want to pay at all. Can you help? If you can’t how can I put a stop to this? I understand they aren’t in the UK but there must be a way or stopping this company.

User icon
ThePOGG
February 21, 2020

Hi abc123,

Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

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Agreement

abc123 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.

January 23, 2020

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