Casino Napoli— player complaints: 27 in English

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

After winning a amount of money on small stakes 2-3-4 euros and building my pot to over 4000 euros I increased the bets to 20 euros at which point I started to lose my winnings down to 1977 at this point I requested a withdrawal I sent all documents the casino requested, now the casino has come back and declined all my winnings and said they are void

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!

I am also excluded from all sites in uk through gamstop due to addiction of gambling. Then this site let me get my username and deposit over 800 euro and when i checked up on this notcied that uk customers should not ve allowed to play.

Hi I am not sure who to turn to with this or who can help. I thought i was depositing at this casino in Euros but the currency on my bank statement is RUB, Moscow. The transactions show as CNPLAY, schools business and secreterial, MADRID. When i received a withdrawal from them, they sent me a Payment Advice from Interpay,Kilkenny and said it was professional fees. All i want to do is have my deposits less withdrawals refunded because this company is not legit and do not have a UK Licence. I was also called regular by my VIP manager from London. When i tried to self exclude my account they offered me more bonuses to stay. I contacted Live chat to close my account who said I had to email them but they never responded for days.

So i had 3,7000 withdrawal denied which they then took off of me, i then had 4000 euros in my winnings account which the took off of me aswell as replaced it with 50 deposit. Thier answer was that i mad over the max ammount of betting so took it all away, can you chase this up please

Hi I recently won €17500 at Napoli Casino. It was on a €1 spin on Bamboo Rush. When attempting to withdraw I was told I had not yet met the wagering requirement and needed to continue staking €1900. I didn’t ask for, nor wanted a bonus, but just assumed it was the casinos way of clawing some money back. I carried on playing until the funds were cash and withdrawable, then withdrew €17500. In the couple of days that followed I cancelled the withdrawal on numerous occasions, but lost almost €5000. I had itchy fingers and so I got my partner to change the password and not to tell me it. I still had almost €12000 coming. Napoli casino have since cancelled my withdrawal stating I had broke their T

I attempted to withdraw 500 euros over a week ago. I signed out of all bonus and welcome offers before I deposited. Up to now I have sent my verification documents to 4 differnt places, I believe they are not going to let me withdraw my money. They have no reason to hold it. I have sent them everything they have asked for.

I made a withdrawal 2 weeks ago on this site and I’ve been going back and forth ever since trying to get my money. I’ve given them all the documents they require and have been told this has been approved and just to wait. The withdrawal is still showing as pending in my account and I just keep getting fobbed off.

They would not pay me out because the said it was irregular gambling

I deposited over £100 consecutively (in 20s)in one night. I managed to play through all wagering requirements and have €2000 available to withdraw. I withdrew and received an email stating my withdrawal of 2000 was successful (I have emails as proof) later received email asking for docs which I sent. The next day I checked the casino account to notice the pending withdrawal had been cancelled and changed to €227 which I received an email stating my withdrawal of this amount was successful. Very confused and worried and angry, I tried to communicate with chat, who weren’t willing to help and kept ending chat with no explanation. I persisted on, until someone called me and explained verbally and then again in a chat box, my withdrawal could only be 10x my accumulated deposited. I have never seen this in ts&cs, if I was aware of this I would never have deposited, I have since search everywhere for terms but can’t see any. Nonetheless, even if this is the case, surely accumulated means built-up which would still equal at least €1000 as I deposited at least 100 that night consecutively. I am still waiting for the 227 which I haven’t even received. Can anyone help me here?

Napolii Casino I deposited a few deposits over a couple of days. I put in a withdrawal request as my balance was 3900 roughly. I requested to withdraw 3200. I messaged to see how long this would take to process and there was no sight if any withdrawals. After much back and forth I decided to leave it however the next day money was taken from my account from the casino without me making a deposit. I queried this and they said they could not help and I had to email. Which I did. Without hearing anything the next day another amount of money (£85.50) was taken out again without me making any deposits. I went to live chat they said they could do nothing etc. I sent bank statements they said they were not valid as it did not have their casino name on it. The deposits have never had their name on it, they said it was not their casino it was someone else. So I sent them a list of deposits which correlated with all deposits I had made with them and it showed the same payment names as these payment and they again said it was not their payments. I have since discovered it is not even possible to get a withdrawal of winnings with this company so no matter how much I could have deposited I would not get it back, and now they are illegally taking money out my bank without consent? I have contacted them but they will not reply?

I am supposedly awaiting the money of my withdrawal to be "sent to my bank" very soon. Cannot get a confirmation email back from them, no time scale given, absolutely useless customer chat. In absolute limbo.

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]

after I self excluded in UK I joined this site, made a lot of deposits today (1400 in total) (13/14th)2020, and wound the wagering requirement down to 0 upon winning 1200 on one slot I went to withdraw and it's now 9996.8 euro!!! This cant be fair nor is it a service I payed for, i need help as this is complete BS and i dont know what to do next

I MADE A TOTAL OF £6,200 IN DEPOSITS TO NAPOLI CASINO MY LAST DEPOSIT WAS FOR £3,000 I PLAYED ROULETTE AND ENDED UP WINNING 45.000 EURO. THEY SAID I DID NOT MEET THEIR T&C’s WHEN PLAYING IF THAT IS THE CASE THEN WHEN I REACH THE LIMIT THEY SHOULD STOP ME FROM PUTTING MORE CHIPS DOWN ON THE TABLE WHAT THEY ARE DOING IS A SCAM AND NOT FAIR

Cancelled first withdrawal for irregular bet. Not contested. 2nd withdrawal refused due to irregular bet which is a lie as only did small bets and no table games like they are saying. I have it all recorded with pictures.

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.

I went to withdraw the 36,000 euros i won, i didnt have any wager bonus , when they went to verify my documents they said this (They were quite happy to let me deposit and play) Dear [EDIT] As part of our regular withdrawal review process, we have seen that the terms and conditions of the casino were not met. Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit. We have therefore cancelled your withdrawal request and removed the winnings. Should you have any questions please contact our customer support via live chat on our site. Kind Regards, Verification Team

Hi i am based in uk and i signed up to casino napoli. I deposited 100 euro and asked them to remove the bonus so I had no wager. I lost this and then deposited another 100 euro. I played a 60 euro spin on slot and I won 5200 ish euro and withdraw some of it. I then cancelled my withdraw to play another 100 or 200. Then I decided to withdraw 4600 euro in the end, which was pending. Then next day I deposited 600 euro from my card and let the existing withdraw stay there. I waited 5 days and no one contacted me so I sent my document off anyway. I then got a replay saying As part of our regular withdrawal review process, we have seen that the terms and conditions of the casino were not met. Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit. We have therefore cancelled your withdrawal request and removed the winnings. So if I did this 100 times and spent 6000 I still woudent get paid because my last deposit was only 100 euro This is not fair at all. Why did they let me sign up if im in the UK anyway. The minimum I want is my deposits back.