Casino Napoli - Player’s winnings have been cancelled and account closed.

I won 745 when I went to withdraw they cancelled the amount. They did not give winnings back to the account when questioned they said I had played 30% more than my deposit. They then closed my account.

Dear Susan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs, and this is what I found: 

"Betting rules

. You must bet according to the specific rules of the game you are playing.

. We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

. "Irregular play" includes, inter alia:

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

Using Martingale, double-up and similar systems and strategies."

Could you please advise if you have accumulated your winnings with or without an active bonus? Your account remains without access? We will contact the casino and ask for their standpoint, right after your confirmation. Looking forward to hearing from you.

Best regards, 

Petronela 

I did accumulate the winnings. I had deposited and received bonus but I didn't want the bonus, everyone it appeared as an offer I declined, but it was added.

Thank you very much Susan for your quick reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Susan.

Most of the bonuses are automatically added to the account, and you can opt-out on live chat or support. Another option is to contact the casino directly after you receive a bonus which you don't want and ask them to remove it. Keep in mind that you can't make any single bet before you cancel the bonus.

Regarding your case, I am afraid that the casino has the right to confiscate your winnings, however correct approach is to return the deposit to the account. Did you receive your deposit back?

I didn't receive anything back to my account. I also asked about getting it back when I asked to close account

.

In this case, I want to ask casino representatives to explain the situation and what happened.

We would like to ask the Casino Napoli to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I am very sorry, Susan, the casino is non-responsive to us.

I hope this situation is just temporary and they will reopen the complaint later.

For now, I have no other option than close the complaint as "unresolved".