Mozzart Casino NG - Player’s account remains unblocked despite request.

I'm having gambling problem which has made me lose alot to casinos including mozzartbet, I noticed there self exclusion features on the site is not active so I emailed them on 22/01/2026 for them to block my account due to gambling problem, they acknowledge these emails and promised to do as I said after providing them with my reason for self exclusion by blocking my account. Up till now they have refuse to block my account or provide any other form of self exclusion due to my gambling problem, now I have lost more than I willing to due to their negligence after about 21 days of my repeated request I could still login, deposit and play. I will request the mozzartbet to refund my losses since the date and block my account as I requested

Username; olubaben

Phone : [hidden by Casino Guru]

Thank you

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that your account is still open?
• Have you ever explicitly mentioned gambling addiction or gambling-related problems as your reason for the closure of your account? If so, kindly forward me these emails at veronika.f@casino.guru.
• Have you passed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes my account is still active and running

Yes I made it clear in my emails, I have forwarded those conversations to you

There hasn't been any KYC done.

Just to clear the above date, I first message them on 20/01/2026

Thank you for your emails. In the screenshots you provided me with, you have not specified gambling addiction or gambling-related harm as the reasons for closing your account.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Mozzart Casino NG, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to Mozzart Casino, add my email address veronika.f@casino.guru to the CC, and keep me informed about any further developments. Thank you in advance. 

I'm very disappointed the manner you're handling my issue, it take 6 days just to come up with this on sensitive issue like gambling problem that should be attended promptly, and why are you speaking for mozzartbet and defending them , my account is still active up till now and they acknowledged my requests several times and promised to blocked my account which I sent all to you.

This image is my 1st request on 20/01/26 to mozzartbet with my username and phone number attached to my account.

This is the reply mozzartbet sent to me asking for my reason for blocking the account and my reply.

I told them I'm gambling alot and need to stay off, is this not good reason as gambling problem or gambling addiction?

This was their reply to me after sending them the reason on same day

This was another message to them on 21/01/2026 after I didn't do nothing. And their response to me was please be patient, does this conversation shows mozzartbet didn't clearly understand my request and the reason for it?

This was my last conversation with them on 23/01/2026

Out of frustration I even called them scammers and replied me that they're going to close my account as requested.

Please why are trying to defend them so they won't take responsibility?

Hello adogaoluba,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for reaching out, and I sincerely apologize for the delay in responding. We are currently managing over 1100 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Please note that when we assist players with self-exclusion or refund requests, it is crucial that players clearly state gambling addiction, gambling problem, or gambling-related harm as the reason for requesting account closure. If this reason is explicitly mentioned and the casino fails to close the account, it may be considered a failure of their responsible gambling procedures.

However, indirect statements such as "gambling a lot" may not necessarily be interpreted as an indication of gambling addiction.

• Have you sent another account closure request to the casino mentioning gambling addiction as the reason, as I advised in my previous reply?

My conversations clearly shows I ask the casino to close my account due to over gambling which is same as irresponsible gambling but the reason you're excluding that clear reason is best known to you.

I have also sent them another email 6 days ago which I copied you and they acknowledged but still refuse to close my account or refund my latest deposits, the account is still open and active