Mozzart Casino - Player’s withdrawal is delayed due to a slow verification process.

Casino reached out for verification documents. Sent everything. They asked for skrill screenshot, sent that. Asked for another view of Skrill, sent that last week as well.

Withdrawals are disabled, have around 3050 euros, that i cannot withdraw. They do not reply back to emails, chat is not available.

Dear meriton1, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

They asked for these documents:

Additional documentation includes:

- Photo of personal ID or passport (the one you sent has expired)

- Scan of your credit card used to deposit funds to your Mozzart account, as well as screenshot of your Skrill account (the page with your name and address)

- Proof of address (utility bill not older than 6 months ie. electricity/internet/phone or another bill with your name)

- Source of funds (ie. bank statement, an electronic copy of a payslip from your employer or from the bank, a document proving you received an inheritance etc.)

- Your current occupation

Sent everything as they requested. All on the same day. 8/17/2023

Thank you for the information.

• Have you sent the casino a new copy of your ID/passport that has not expired?
• Does the copy of your Skrill account contain your name and address?
• Have you provided a utility bill not older than 6 months?
• Have you provided a bank statement in correct format and with all the necessary information clearly visible?

They have approved the account today. Thanks

Dear meriton1, I'm really glad to hear that! Should I consider your issue resolved or should we wait and close this complaint only after you receive your winnings?

Dear meriton1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.