Napoleons Casino & Restaurant, Hull

I feel compelled to leave this review after a very disappointing and stressful experience with this casino. As a paying customer I expected to be treated fairly, professionally, and in accordance with the relevant consumer and gaming legislation. Unfortunately, that was not the case. From the moment an issue arose, staff were dismissive and unhelpful, and my legitimate concerns were handled with a complete lack of transparency. The casino failed to follow proper procedures when dealing with my complaint. Requests for clarification about their policies were ignored, and I was given conflicting information by different employees. This created the impression that they were not abiding by their own regulatory obligations. Basic standards that are clearly required under industry rules – such as responsible gaming practices, fair dispute resolution, and accurate record keeping – did not appear to be respected. What troubled me most was their refusal to acknowledge applicable legislation designed to protect customers. Instead of offering a reasonable solution, they attempted to pressure me into accepting outcomes that were clearly unfair. I had to escalate the matter externally simply to have my rights recognized. No customer should have to quote legal requirements in order to receive proper treatment. Overall, I believe this casino is operating in a way that disregards both the spirit and the letter of the law. Until they demonstrate real compliance with legislation and improve how they treat customers, I cannot recommend them to anyone. My experience shows a serious need for reform and greater accountability.

10/10 service, the games are good. The staff are respectful and treat you very well. The bar staff were amazing, especially Jason top fella. Served me and my friends, engaged with us . Also had drinks recommendations on standby. Top stuff Jason and the rest of the napoleon’s staff.

We came to celebrate my son’s 30 Birthday. From the moment we arrived the reception staff were very friendly and helpful. The bar staff were great and showed us to our table as the bar area was very busy. The waitress was brilliant too. We went for the 3 course menu which was outstanding. The food was excellent. Great value for money and we can’t wait to come back. Bit of a bonus we even won some money.

Dining in the restaurant with friends. Wasn't expecting much but was pleasantly surprised. The food was delicious and the service was first class. Gen was friendly, full of personality, and very efficient. Pity we didn't win at the table.

Regularly visit this venue for the dine in style food option and we are never disappointed. Staff are always friendly, welcoming and helpful. Food is always amazing and of a much higher standard than the price would suggest. And you get a chance to win some money too. Always a great night.