Casino Napoli - Voided winnings

Ruling

Declined - We do not pursue refund of losses based on lack of license. If your government cannot enforce its restrictions there's no chance we can.

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Player's Complaint

I recently received an email from the casino stating that I had a bank holiday “present” waiting in my account which was €10. I started player and very quickly started winning and made a withdrawal of €2038. I have recently had a new debit card so When I made the withdrawal, I noticed that it had my old card on there. So I Cancelled the initial withdrawal, deposited €20 and withdrew straight away, €2058 to my new card.

A few days passed and I received an email to state about the 10x winnings rule that they have. I knew nothing about this, when I was told about this, I attempted to look at their bonus terms on their site to which I just got an error page, it didn’t state on the original email that it was subject to the terms, nor did I have the option to accept or feline this bonus, so I find it very unfair that they have voided my balance. What’s more annoying is the fact they allowed me to deposit knowing I had bonus funds in my account and little to my knowledge at the time, that I was only ever going to receive the maximum of €100. Would this have been the same if my €20 was €200 or €2000, who knows.

Anyway, after taking to news on the chin, I started contacting them on Saturday just gone, the withdrawal was made last Monday by the way. I received emails stating that I had to provide documents, to which I did. Didn’t hear anything more on it and contacted them again yesterday to find out what was happening. After a lot of conversation back and forth and documents being sent over, the person on live chat had stated that my documents had finally been approved and wouldn’t take long to receive the money. I then got an email last night saying,

“ Hello [EDIT],

Please note that in accordance to our terms and conditions your withdrawal request has been declined since you failed to provide documentation.

Please re-submit your request and provide the documentation as requested in order to claim your winnings, or alternatively continue playing and go for the big jackpot.

Regards,

Verification Department”

I find this very annoying that they have now declined my withdrawal because of the documentation when they have more than what they should need. Not only this but I think it’s very wrong that they are emailing me, encouraging me to gamble bonus money knowing that I can’t win any more than I already have.

I know they are not licence to have UK users using their casino, so with this in mind I’d just like to know where I stand. Clearly I am struggling to find a resolution through them but I feel very hard done by as they have broken more rules than what I have.

I don’t expect to see the money back that I had won as I think they will just refer to the terms and conditions. However, because they should not have allowed me to play, I’d like to think I have a chance of getting my deposit back. Any help on this is very much appreciated!

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