The player from Austria has requested deposit limits. Unfortunately, his enquiry hasn’t been accepted due to a technical problem. Player’s complaint has been resolved successfully.
Mozzart Casino - Player’s request for deposit limits hasn’t been set.
Amount: €4,600
Mozzart Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
After registering, I wanted to set a deposit limit in my account that could not be set up due to technical problems. So I lost 4600 and the casino massively violated responsible gaming! The casino was unable to protect me and so I am demanding this money back !!
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4 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward any emails or screenshots showing that you have requested deposit limits? Have you notified the casino that you didn’t succeed in setting them up? My email address is petronela.k@casino.guru.
I have checked Responsible Gaming section, and this is what I found https://www.mozzart.com/en#/responsible_gaming/deposit-limit:
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
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4 years ago
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Hello, I tried to set a limit using this tool at least 20 times, the system did not accept it and it was not set!
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4 years ago
Hello,
Have you notified the casino that you didn’t succeed in setting up the limits?
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4 years ago
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Hello, the casino hasn't even responded to this day and neither has the live chat !!!
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4 years ago
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By mail on November 30th and in live chat !! Without success until today
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4 years ago
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Hello, I have already sent you the mail! Sorry, of course it was October 31st.
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4 years ago
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In addition, I would like to tell you that this company illegally offers its online offer in Austria, because the only company in Austria is www.win2day.at allowed to offer gambling !!!
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4 years ago
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In order to offer online gaming in Austria, a license is required in accordance with the Austrian Gaming Act. Currently there is only one provider who has a legal gaming license, www.win2day.at . All other providers usually have a gaming license in the European Union, mostly a license from Malta. Isn't that enough?
For years, all of Win2day's competitors have relied on European law, in particular the freedom to provide services, and have operated on the market with a Maltese gaming license. Most experts agreed with them until the European Court of Justice in a surprising decision declared gambling monopolies to be permissible under certain conditions. In essence, it is about the monopoly respecting player protection.
The Supreme Court added the option in 2017 to confirm Austria's monopoly on gaming. Specifically, he has confirmed that the legal Austrian monopoly provider, Win2day, meets all the requirements specified by the European Court of Justice. He has also confirmed that all gambling losses (this does not include sports betting) that did not occur at Win2day can be reclaimed. Since the gambling losses can be asserted from the title of damages and the right to enrichment, gambling losses are refundable for 30 years. In addition to your losses, you can claim statutory interest of 4% pa. In the last few years, you have not received any better interest with almost any form of savings.
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4 years ago
Thank you very much, Michael, for your replies. Could you please forward your cashier and game histories?
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4 years ago
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Good morning, I can't get into the account anymore !! I unintentionally closed it because of the problems I think. Thank you
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4 years ago
If you have closed your account, would you be willing to forward deposit transaction receipts and advise when your account has been created? Thank you very much in advance.
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4 years ago
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I also sent you an email !! With amounts of another 1,025, - and 3,250, - and these 425, -
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4 years ago
Ich wollte dir auch noch die Information geben, dass sich auch die MGA damit bereits Beschäftigt!!
Ticket Reference: KSB-TVHXW-663
Dear ***,
By means of this email, we wish to inform you that your case has been accepted and assigned to one of our officials who will shortly start the required escalation process and contact Mozzartbet Malta Limited who are the operators for www.mozzart.com.
Depending on the nature and extent of the investigation required it may take up to 30 days before we can provide you with an outcome to your case however it may also take significantly less.
We courteously request that you refrain from contacting us unnecessarily unless it is to provide any further details or evidence relating to your case.
We will contact you directly should we require any further information from you.
Sincerely,
MGA Player Support Administration
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4 years ago
Thank you very much, Michael, for the update.
We are left with no other option now just to wait for the casino and Mozzartbet Malta Limited to complete their investigation.
I will set the timer for 30 days and check back with you at the beginning of December.
If there's any development earlier, please let me know.
I wish I could be of more help. Thank you in advance for your patience.
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4 years ago
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Hello Petronela, I got all amounts back from the casino today using my deposit method. I would like to express my greatest respect to the casino and that it really meets the requirements of "player protection". This casino deserves TOP 10 in your recommendations. Thank you
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4 years ago
Great news Michael. I'm very pleased to hear that. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
