The player from Austria had requested a withdrawal less than two weeks prior to submitting this complaint. The payment hadn't been processed yet. We had advised the player to be patient as it was common for withdrawals to take a few days or weeks to be processed, possibly due to unfinished KYC verification or a high volume of withdrawal requests. We had asked the player to wait at least 14 days before submitting a complaint. After a period of time, the player confirmed that he had received his withdrawal. Consequently, we had marked the complaint as resolved.
Mozzart Casino - Player claims that payment has been delayed.
Amount: €750
Mozzart Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
I requested a withdrawal of 750 € on Sunday, but no one has responded! I was previously told that the withdrawal process lasts 2 days, but today marks the 4th day and there has been no reply to the email!
Automatic translation:
Public
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1 month ago
Dear Burda,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 month ago
Dear Burda,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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