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Casino Napoli - Refusing to pay out winnings

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Casino Napoli Review.

Player's Complaint

Casino Napoli gave my account a 10 euro no deposit bonus, with a maximum conversion of 100 euros. I have completed wagering with over 100 euros.

In the terms, they say since my account hasn't deposited in over 45 days, the maximum conversion is 50 euros. Bizarre, but alright. The problem is, they have asked me to deposit 50 euros to make up the difference to their minimum withdrawal of 100 euros (also a predatory term in my opinion, but I agreed).

The site is not exactly known for their glowing reputation but reluctantly I've tried to deposit the remaining 50 euros 5 times. Each time, my bank have confirmed the transaction, but the site have declined it for 'insufficient funds'. Support have asked me for proof of bank app confirmation, but due to privacy policies on the app screenshots and screen recording are either not allowed or shows a black screen in the case of screen recording.

I believe this is a phishing attempt, as the bank have confirmed the transactions, their reputation is sub par and the deposit screen just looks 'off'. I think the terms in place are ridiculous to begin with but I saw no valid reason for the transactions to decline other than phishing, or a technical fault.

I refuse to deposit there and believe I'm entitled to the 50 euros. They are either A) phishing for details or B) a technical fault, ON THEIR SIDE (as bank have confirmed my side) is blocking me from depositing. Bonus funds expire after 15 days and I would not be surprised to see this happen without a resolution.

They are currently 'looking into' it with the relevant department, and if this shows I did indeed attempt to deposit and the error was on their side I would expect to be paid without the need of a deposit. For security reasons, as I've already cancelled my card over fears of phishing and also for inconvenience and to acknowledge the fact that I did in fact try to deposit and their site is at fault.

Please let me know if you need documentation, transcripts etc and I hope we can come to a solution.

Thank you

Read the casino review

6 Responses

User icon
thepogg
October 29, 2021

Hi twistrow - welcome to ThePOGG.com!

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

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.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Were the funds actually removed from you bank account?

Thanks,

ThePOGG

User icon
twistrow
October 29, 2021

Hi ThePOGG,

Does not surprise me one bit that getting a response from these lot is like pulling teeth. I appreciate you trying.

Thankfully the funds weren't removed.

User icon
thepogg
October 30, 2021

Hi twistrow,

When using a new payment method it is standard to have to make an initial deposit before you will be able to use the method to withdraw.

As much as we have many doubts about this particular group of operators, the fact that the deposits were not removed from your account does clearly indicate that there has been a problem.

If you need to provide conformation from your banking app and the banking app is preventing you taking a screenshot, I would suggest opening the conformation, then taking a photo of your phone using another phone/webcam/camera and sending that through.

Thanks,

ThePOGG

User icon
thepogg
December 4, 2021

Hi twistrow,

Have you managed to withdraw your funds?

Thanks,

ThePOGG

User icon
thepogg
December 11, 2021

Hi twistrow,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
December 18, 2021

Hi twistrow,

If we haven't heard from you by Friday the 31st of December I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

twistrow 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:

  • 14Red
  • Curacao
  • Alpha Interactive Solutions N.V.

October 28, 2021

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