The player from Greece had the winnings from bonus play reduced. After a closer examination, we rejected this complaint as unjustified.
Casino Napoli - Player’s bonus winnings have been capped.
Amount: €155
Casino Napoli
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.8
Casino Napoli has a Safety Index of 0.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Dear,
I would like to mention that in "Casino Napoli" there is the following interesting procedure regarding bonuses.
I deposit 155 euros, I receive 155 euros, I manage to break the barrier of 15,000 euros and as soon as I go to make a withdrawal, an unpleasant surprise awaits me
"You can withdraw up to 350 *** EUR from your balance.
Please be aware that 155 *** EUR that were given to you as a bonus,
will be removed from your balance upon the withdrawal transaction. Do you wish to continue? "
That is, they give you a bonus, you cross the limit, you go to withdraw and they tell you that you can not withdraw the bonus amount!
-The trap:
as soon as you log in to the page, a "pop up window" is activated and tells you to send CASH via chat to receive a Bonus. By sending the specific word they give you a bonus but they never inform you about where you will find the T&C or they give you the link so that you can read and then accept.
When I contacted them via chat, the answer I received was that all players are required to read T&C.
-Also, they claim that there is no file with the history from the conversations (chat).
To my question about whether they can prove to me that they have the necessary licenses, the answer was to look at the bottom of the page.
-As for my question about who is the legal representative of Casino, they answered that I should send an email.
Yours sincerely
Automatic translation:
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4 years ago
Dear Gvlis,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. How much was your active balance when you have completed wagering requirements? Have you received any promotional offers from this casino in the past?
I have checked general bonus terms and conditions, and this is what I found https://www.casinonapoli.com/bonus-terms-conditions/?lang=en:
„General Bonus Terms and Conditions (applicable to all bonuses)
Bonus money is virtual money that cannot be withdrawn."
Regarding the Licensing Authority, please click on the validator:
Thank you in advance for your reply. I hope, we will be able to help you resolving this case as soon as possible.
Best regards,
Petronela
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4 years ago
Translation
Good evening,
this is a big problem with this particular casino. They "give" you, in theory, a bonus without ever mentioning where you will find T&C.
-All other casinos always send the link to T&C even when they gave me a bonus from Chat.
-My balance after I had initially completed the betting requirements was about 505 euros = 350 for withdrawal + 155 bonus.
-I contacted them via email and asked them why they have betting requirements since the bonus money is not available for withdrawal in any case (?).
Their answer: Regarding bonus information please come in our Live Chat.
Edited
Automatic translation:
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4 years ago
Dear Gvlis,
I understand that it might be time consuming and not exactly enjoyable to read Terms & Conditions, unfortunately, it’s necessary. There’s an important principle that says, "ignorance of the law is no excuse". In this particular case, casino has its General Bonus T&Cs easily accessible and well explained.
Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
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4 years ago
Translation
Good morning,
Understand what you are writing to me and you can file the complaint.
But how does one know if what the casino is doing is legal or not?
Yours sincerely
Edited
Automatic translation:
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4 years ago
Translation
I can not announce yet, I will confirm it legally and then I will proceed, I will follow the legal path.
In 99% of cases the "customer" backtracks, is not in the mood to proceed legally and that is where the casinos are based.
Edited
Automatic translation:
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4 years ago
Dear Gvlis,
Once again, I’m sorry to hear about your negative experience. Since you have decided to follow the legal path we won’t interfere. Regarding the bonus terms and conditions and your complaint, I believe we have explained everything satisfactory and there was no harm caused by the casino.
I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will reject this complaint now. Thank you for your understanding.
