HomeComplaintsCasino Napoli - Player’s winnings have been voided.

Casino Napoli - Player’s winnings have been voided.

Amount: €41,000

Casino Napoli
Safety Index:Very low
Submitted: 11 Jun 2020 | Case closed : 29 Jun 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from United Kingdom had his winnings cancelled due to placing a bet greater than 30% of the last deposit. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago

I make deposit of £50 and I playing I win that I playing higher bet, on finish playing bet was €60 per spin, I win €41000 and casino customer service said I playing over 30% bet in my deposit then cancel my withdrawal!!!!

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4 years ago

Dear Andrzej,

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."

 

I would like to warn you Andrzej, there have been several similar complaints and they all ended up unresolved. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach.

Could you please forward any relevant communication to petronela.k@casino.guru and confirm that you haven’t redeemed any promotional offer when depositing funds? We will contact the casino and ask for their standpoint, right after your reply. Looking forward to hearing from you.

Best regards,

Petronela 

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4 years ago

Dear Andrzej,

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.

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4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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