Casino Napoli - Refusing to pay out winnings
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.
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.
the casino review
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