MozzartBet Casino - general discussion

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Good afternoon. Question for everyone who plays in Mozart (from Serbia):

I have been playing and paying online at mozart for over 25 years. I have never had any problems with deposits and withdrawals.

On Sunday 11.10.2026. whatever happened to me that for the FIRST TIME my deposit in the amount of 50,000 rsd (€420) was not paid to my account (account).

I made the payment via credit card. I received an email confirmation from the bank, as I do every time I make a payment, that the money was successfully deposited into the mozzart account.

HOWEVER, THE MONEY IS NOT IN MY ACCOUNT.

I immediately contacted Mozart support, who started the process of checking where the money had gone. I gave them all the necessary payment receipts.

Today, October 14th, after 3 days they still haven't found my money. They assure me that the money will be found.

I wonder if anyone has had a similar experience? Why is it taking so long?

€420 is not a small amount of money.

Hey there, I really don't mean to scare anyone, but the last time we checked, the casino was closed. I guess the casino has reopened and I hope the support will be able to find the money. Usually, it takes longer because of the chain of intermediary banks and providers involved.

In any case, I'm going to notify the Data Team. Let's stay in touch to find out more about the deposit.

Thank you Radka

I'm confused that you say Cassino was closed.

Mozart was never imprisoned.

It is a land-based betting company with more than 500 of its facilities throughout Serbia and the wider region.

We'll stay in touch. I'm in touch with Mozart every day. They assure me that everything will be fine. It's just that this is taking me a long time.

Radka. This is the proof of payment sent to me by the bank, where everything is clearly visible.

- Payment amount, exact payment time.

- All required payment codes.

I forwarded all this to them. Today is the 6th day. This is about one bank. There is no provider.

My bank pays money to mozart. That's it.

Have your team attempt contact.

I am in contact with support every day. Always the same story:

"Have patience"

I see. You know, I was, of course, talking about online casinos. Perhaps, as you can see, the last update about Mozzart Casino says they're closed. So, I intended to find out more about the online casino and its current state. The screenshot helps alot! Shows MozzartBet (not Mozzart), and I assume we were in the outdated thread related to the previous brand that has rebranded with the new URL as well. End on the mystery. 👍😁 I'll move the content to the current thread if you dont mind.

No matter the casino, I hope all will be well, of course!

Yes. The real name is MozzartBet. They recently changed majority ownership.

Will your team help me?

While the team reviews your case, it helps to have everything ready: your bank statement showing the October 11th charge, the transaction ID, and screenshots of your chat with support where they ask for your patience. If the funds aren't credited within a few days, you can use this information to file a formal complaint here. It's also worth checking with your bank to see if the charge is marked as completed or on hold.

Well, I have to mention a certain fact. We are not specialized in resolving missing deposits. Usualy such case si accepted and left open for month for the casino to resolve that. I get that it's not very promising now, but you are welcome to try anyway. I'd say you're doing your best, and I would therefore love to believe the casino will resolve this soon.

As you can see they are not responsible for the missing deposit. I don't understand. It's exactly the same as not paying out my winnings.

I understand, it's frustrating. The difference is that a missing deposit can get stuck between your bank, the payment processor, and the casino; it's not always something the casino decided, like when a withdrawal is rejected. That's why it's a good idea to ask support for the payment processor's reference number and check with your bank to see if the October 11th charge went through or was reversed. If it went through but hasn't arrived, your bank can tell you what options you have for disputing the uncredited charge.

Thanks for the information.

Just for your information, I have restricted this Planeta Ruleta account for flooding the forum with random, confusing posts with general information, which sadly disrespect the context of current events and mix casinos, forum, and complaints together due to very little sense for proper context usage.

To be honest,

planeta_ruleta gave me very useful and accurate information. I think it concerns my case.

I don't know what he wrote before.

For example, he told me that I have a bank statement showing that the money was transferred to Mozart. I also took out the same certificate yesterday. Here she is.

I get it, but if I'm not mistaken, you had that confirmation and you could show that to the casino. You know the problem is that it's crucial, especially in public forums, to generally respect the Casino Guru complaint system and its limitations and not confuse players with information, which leads them to casinos or to responses on the forum instead of to complaints and vice versa, which frankly did not work well in other threads, though I understand that you may find this mention of bank confirmation handy, of course.

I honestly thought that it's quite an obvious thing to have in hand—sorry, my mistake. However, I would certainly not go through the dispute with the bank just now, since it may pose a problem for further cooperation at this stage. That's my practical experince, for example.

So, what has the casino told you when you showed them, please? Any problem on their side? Rejected transaction or anything in particular?

Still nothing. They told me to email them that confirmation. I did it yesterday.

It is sent to helpmozzart.

That's their support service. They forward it to the bookmaker's financial department. As a player, I can't have any contact with them. They notify support, who then informs me via email.

But that financial service has not announced the results of the search for 11 days. I am in contact with support every day, but they cannot give me concrete answers without the financial sector.

So we are spinning in a vicious circle.

They tell me the same story every day:

"Sorry, we completely understand. Please be patient a little longer. Wait for the return e-mail."

But I'm waiting for the 11th day.

If it was about paying out the money I won, I would understand.

BUT THIS IS ABOUT MY MONEY THAT I PAID!!!

Can this case go into your Mozart complaint database because there is a possibility that this is a classic case of money theft by a bookmaker.

Even the support operators who are in daily contact with me are confused. They don't understand why the money is not in my user account, even though they have all the necessary evidence.

I will not file a complaint with the bank for now. I still hope that the relevant department will find my money.

But if it doesn't, then there will be a complaint where the bank will demand the money back and probably a lawsuit against the company for attempted theft of funds.

But I sincerely hope that it will not come to this.

Oh, I think I can see the circle too and I completely agree that this is about deposit, not payout. You have the confirmation; therefore, I would assume it would be much more logical from the customer retention approach to just give you the portion of the money from their source rather than let you go through this process for 11 days. But that's just me and I understand operators would very likely disagree with such an idea.

Frankly, just as I mentioned earlier, we cannot do much with investigating money transactions, but you are welcome to complain. The case will be active and publicly visible for one month, during which we expect the casino to resolve the problem or identify an alternative solution. Even though we cannot do much at the start, the mediators usually recommend the following to players:

" I recommend contacting your payment provider so they can investigate. Please note that this can be a complex process and may take approximately one month. In these cases, the casino is usually unable to act while the payment provider investigates."

I think it's best to show you this information right away. I would, however, file the complaint because you did what you could on your end; that's my impression.

I hope so too. As far as I can tell, this casino is one of the better ones in terms of fairness, so I still hope the solution is coming soon.