Casino Napoli - Player’s winnings have been capped.

I have only just recently started playing this casino, and have stupidly spent abit with them but never noticed that they automatically attached deposit bonuses everytime!!! I have won £3000 euros in total and went to withdraw but was told I still needed to wager a certain amount. I went onto live chat who said yes you need to wager before you can withdraw etc. so I met wagering requirements and withdrew. Ive now been told I can only have x20 my deposit amount which would be £400, I have now lost £1600 because of a bonus I never wanted! Once you deposit the live chat pops up asking if you like a bonus to reply cash. I always click out and do not accept the bonuses. The game I won one is a real money game as the little box pops up before it loads and only shows your cash balance, so at this point I wasn't aware I had received a bonus as it was not showing. 

I was under the impression you are able to pick and choose if you wanted a bonus and it shouldn't just be added without consent. I feel let down and stupid for even spending my money with this casino as they basically set people up to win big but not allowed the money! Terrible I hope people reading this will avoid this casino. 

Dear Clarice,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you identify which bonus has been activated in your account? Please forward me a link, when replying. Additionally, you could forward me any relevant communication between you and the casino. My email address is petronela.k@casino.guru. Thank you in advance for your reply.

Best regards,

Petronela

Dear Clarice,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi 

Sorry for the long reply, I'm not sure on what the bonus was attached, I deposited 20 euros and they added 6 euros bonus. My withdrawal is still pending and they have changed the amount from 1700 euros to 400 euros because of the bonus they attached. I do have the emails which I will send to you. I can't believe they can just add bonuses without your consent. I play real money games so the bonus doesn't show. It only showed when I tried to withdrew which I found really unfair. 

Thank you very much Clarice for providing all the necessary information. I will transfer now your complaint to my colleague Kristína 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. You can forward all the relevant communication to kristina.s@casino.guru.

Hello Clarice,

I checked the casino's  Bonus and General T&Cs and I don't see anywhere, that maximum cashout from the bonus is 20x deposit. I only found this term:

"13.6 If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit."

Is this information from the casino's support? Would you be so kind and forward me the communication with the casino? My email address is kristina.s@casino.guru, as Petronela already mentioned, or you can post it here in this thread.

I will email you screen shots, from the emails I was sent :) 

Thank you Clarice, I've received your email. I would like to ask the Napoli Casino to comment on this case.

We would like to ask the Napoli Casino 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’.

Hello Clarice,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.