Mozzart Casino - Player has experienced a technical issue.

Hello, November 4th around 7 pm I played at the casino. I wagered my bonus in accordance with the rules of the https://promo.mozzart.com/casino-offer/.

During the game, the wager counter hung, I noticed that it does not decrease. The counter stopped at 1,652 euros. I continued the game for some time. I guess, I made all the necessary bets to get a bonus. But the counter did not work. When I stopped, I wrote about the problem in online chat. The chat officer replied that the problem would be fixed soon. On November 9, I received a letter that access to my page had been completely restored. I quickly passed the verification and provided the necessary documents. On November 13, I saw that on my account 0. They cancelled my €4,563 win because I allegedly didn't meet the bonus terms. An error on their site resulted in the cancellation of the win. This is not my fault, I wanted to finish the game. I faithfully complied all the rules, I ask to conduct an additional investigation and return the winnings to my account.

Dear Zira,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots videos with any relevant communication to petronela.k@casino.guru?

I have checked general bonus terms and conditions, and this is what I found https://promo.mozzart.com/casino-bonus/:

"The wagering contribution factors are as follow for the individual game types:

All slot games will contribute 100% towards wagering requirement, except if otherwise specified by particular promotion.

All Live Casino games: 10%

All Roulette (except live casino): 15%

All Blackjack (except live blackjack), Baccarat: 10%

Video Poker: 0%"

Could it be that you’ve been playing games with low wagering contribution, hence, the wagering was slower or inactive completely?

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

Best regards,

Petronela

Dear Zira,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Good evening. I used the Jetsetter slot. It's not excluded from the stock. An error occurred on the site. The counter stopped counting, the counter hung. He stopped at 23.61%. As I said earlier, I continued the game and am sure that I completed the game. I made the required number of bets.

Thank you very much, Zira, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Zira.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Mozzart Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Zira.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

Casino.Guru