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Casino Napoli - payment

Ruling

Resolved - This player has become non-responsive to our repeated requests for an update. As such we assume they have managed to resolve their issue without our help.

Read our Casino Napoli Review.

Player's Complaint

I have submitted my withdrawal with this company and sent proof of documents. They have not emailed me to say when the money will go into my account. I withdrew the money wed the 13th of November and hoping to have the money issued into my account for wed the 20th of November as they said this would take 5 business days I am complaining about the lack of correspondence and I also tried to go on they’re site to chat to someone and they’re site said sorry we are upgrading your gaming experience so I couldn’t even chat to someone until I selected the chat under the Spanish language I got through to chat they told me your gaming history is being reviewed and they is a back log of other accounts it will take time for the managers to review the withdrawal etc. They happily took my money without requesting my PROOF OF ID. That’s fine but they have now told me that my documents of proof still ain’t good enough they have to review my gaming history and theirs a back log. This is a disgrace all I want is told when my money will be issued into my account. Please tell this company to email me when my money will be in my account. That’s all I’m looking.

Read the casino review

8 Responses

User icon
ThePOGG
November 16, 2019

Hi frank123 - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 29th of November let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
ThePOGG
November 29, 2019

Hi frank123,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
ThePOGG
December 6, 2019

Hi frank123,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
December 12, 2019

Hi frank123,

If we haven't heard from you by the 20th of December I'll assume you no longer require our assistance and close this complaint.

Thanks,

ThePOGG

User icon
Frank123
April 7, 2020

Sorry I have not responded about my complaint with Casino Napoli I have still not resolved this matter I’m sorry I didn’t realise you had replied looking more information I’ve give my account to the best of my ability I made three deposits into the account with Casino Napoli. One for €30.00 and two for €100.00 initially I lost the first two deposits for €100.00 but the last deposit for €30.00 I won €580.00 I tried to withdraw and was told I needed to play down €130.00 before withdrawal so I met the companies request and tried to them withdraw €430 or something around that amount they accepted the request for withdrawal but then refused to pay me on the basis that my last deposit of €30.00 didn’t meet the policy to withdraw so I then asked for a full refund but they only refunded the €30.00 I was horrified with this insanity how can they accept €200.00 and let me loose that amount then let me win €580.00 and say no play more then I play more and request to withdraw €430.00 which they accept request but then refuse due to gambling history inspections and then refuse a total refund I would appreciate if my total amount that I initially tried to withdraw for €580.00 is handed over but if I don’t get that I want at the very least my €200.00 that they kept hope your team can help me thanks

User icon
ThePOGG
April 9, 2020

Hi Frank123,

Specifically what reason did the operator give you for refusing your payout?

Thanks,

ThePOGG

User icon
ThePOGG
April 21, 2020

Hi Frank123,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
April 28, 2020

Hi Frank123,

If we haven't heard from you by Friday the 8th of May I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

Frank123 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.

November 16, 2019

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