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Casino Napoli - Withdrawal cancelled without explanation

Ruling

Found for the Player - Our understanding is that imposing maximum bet terms on non-bonus play breaches EU consumer law, but having discussed this issue with the operator previously they will not change their position.

Read our Casino Napoli Review

Player's Complaint

I should have checked beforehand, but I now realise that this casino isn't with the UK gambling comission. Guessing that is why I'm having problems. I have only used the site 3 times since November making 3 deposits of 20 euro (22.70 GBP). On the last occasion I played 12/1/20 I played roulette and won 400. I cashed out. I had to make a bank transfer as even though I had deposited by debit card it wouldn't let me deposit that way. I just checked and they have cancelled my withdrawal without explanation and all that is in my balance is the 22.70 I originally deposited. Just for clarification I didn't accept any bonus offered. I've since read the terms and conditions and they contain stuff that is baffling and that I've not seen before. I know it's my own fault really for not doing research and my chances of success are slim but I will be grateful for any help you can offer. Thanks [EDIT]

Read the casino review

4 Responses

User icon
ThePOGG
January 15, 2020

Hi southbourne - welcome to ThePOGG.com!

Casino Napoli carry the following term that applies to non-bonus play:

"16.3 "Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play."

Did you place any bets of 6.81 or greater on any single round of play?

Thanks,

ThePOGG

User icon
Southbourne
January 15, 2020

Yes I did bet more than that amount on every spin. Can't quite believe that is a rule. What is the point of it, except denying me my winnings. Oh well, lesson learned. Let's hope they allow me to withdraw my original deposit back as I see no point ever playing on their again

User icon
Southbourne
January 19, 2020

Hi. I have accepted that I am not going to get my money as even though it is ludicrous I broke their terms and conditions. As I mentioned they returned to my balance the original 22.70euro that I deposited. No way was I playing again so I withdrew the amount back. They have now cancelled that withdrawal as well and zeroed my balance. I'm not having that!!.

User icon
ThePOGG
January 21, 2020

Hi Southborne,

Sadly if you have breached this term there is nothing we can do to help you. Almost every online casino operator carries this term, not just this group.

Sorry we could not be of further help.

ThePOGG

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Agreement

Southbourne 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 15, 2020

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