Mozzart Casino - The player's withdrawal is delayed.

Casino verfügt angeblich über hohe Auszahlungsgrenzen, verweigert aber bereits kleine Auszahlungsbeträge! Auszahlung zweimal beantragt, zweimal abgewiesen, weil man mehr Informationen braucht! Antrag zur Auszahlung inkl. aller Bankdaten (Name der Bank, Adresse der Bank, IBAN, BIC, Begünstigter, Foto Bankeinzahlung) wurde eingereicht! Was benötigt man noch? Meinen Impfpass? Ich werde zukünftige jedesmal bei diesen korrupten Casinos Beschwerde einreichen! Spielerbewertungen sagen sagen eh alles aus über dieses Casino!

Hello Ares1981,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mozzart Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Das Konto ist bereits verifiziert! Meine Auszahlung wurde zweimal abgelehnt mit dem Vorwand das mehr Informationen werden! Steht alles in meinem Betrag! Incl Screenshot! Von Verifizierung war nie die Rede!

Hello Ares1981,

I'm glad to hear that the account has been verified. Did the casino explain the rejected payouts?

Echt jetzt? Lesen sie eigentlich meine Beiträge! Alle Informationen stehen im ersten Beitrag!

Hello Ares1981,

There is not a single relevance in your first post explaining why would they reject the payment. You confirmed that your account is verified (your first post was about not being verified).

If they requesting additional documents it means you are not verified and you need to provide them all the requested documents.

Ich habe alle Informationen bekannt gegeben! Ich habe mein Konto verifiziert und dies ist per Email bestätigt! Ich habe Konto Daten (Bank, Adresse der Bank, IBAN, BIC, und Beleg der Einzahlung) übermittelt! Ich warte jetzt mal hier auf eine Stellungnahme vom Casino! Interessiert wahrscheinlich ja nicht nur mich, sondern auch noch andere Spieler die dort spielen möchten!

Thank you Ares1981 for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Ares1981,

I've just reviewed your case and fully understand your concerns. I'll try my best to help you by contacting the casino.

Dear Mozzart Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Can you please share more information regarding the player's issue? Can you please explain to us why the player's withdrawal requests were rejected? Have there been any documents missing?

Hope to hear from you soon!

Kind regards,

Natalia

Dear Ares1981,

We reviewed your case and based on information in our system, you did not make any withdrawal request, either via Skrill or card.

We can confirm that your account is verified as it is mentioned in the previous discussion. And all money from your account was used for playing the casino games on our website.

If there is anything that is unclear to you, feel free to write to us here or at support@mozzart.com

Kind regards,

MozzartBet Team

Das Casino lügt! Ich habe per Email zwei Anträge gestellt. Diese wurden per Email gestellt, da ich mein Konto aufgrund meines Spielverhaltens per Selbstausschluss gesperrt habe! Korrekt ist dass mittlerweile das Geld verspielt wurde! Trotz Selbstausschluss konnte das Konto problemlos wieder geöffnet werden! Screenshots über die Auszahlungsanfrage existieren und können gerne zur Verfügung gestellt werden! Ich möchte sie aufgrund meiner Daten (Name, IBAN, BIC) nicht öffentlich hochladen!!

Dear Ares1981,

Regarding withdrawal, here you can read the rule about the valid way to withdraw funds by our Terms and Conditions:

https://www.mozzart.com/en/terms-and-conditions#/

2.3.3. The Operator does not accept requests for withdrawals made by telephone or e-mail. Notices for Withdrawals can only be made by verified User Account via company Website.

Also, regarding the self-exclusion, here you can read all details and rules:

https://www.mozzart.com/en/responsible-gaming#/

From our record, you made a self-exclude on July 30, and on August 4, you set the un-exclude. Since there is a cooling period of 7 days when you ask for lowering the period of exclusion for permanent self-exclude, your account was active again on August 11. And then you played casino and spent funds that were available on your account.

If you still have any doubts or questions, feel free to write to us here or at support@mozzart.com

Kind regards,

MozzartBet Team

Dear Mozzart casino, thank you for your reply. Could you please send any supporting evidence that may serve as proof of your last message to my email address at natalia.b@casino.guru or please contact me via Skype?

Regards,

Natalia

Hi Natalie,

We just sent you an email with proofs. If you need anything else, just let us know.

Kind regards,

MozzartBet Team

Nachdem die Auszahlungen nicht durchgeführt wurden, musste das Konto wieder geöffnet werden um die Auszahlung selbst durchzuführen! Das jemand mit einem problematischen Spielverhalten dann spielen wird, ist mehr als naheliegend! Deshalb wurde ein unwiderruflicher Selbstausschluss beantragt! Sämtliche Spielerschutzmechanismen sind nicht vorhanden bzw. werden ignoriert!

Dear Ares1981, thank you for your reply.

I'd like to bring to your attention that it's a common practice for many casinos to not allow withdrawals during the self-exclusion therefore players are usually requested to withdraw their funds in the account via the cashier before applying for the self-exclusion. I'm very sorry that you had such a negative experience with the responsible gambling tools.

Could you please inform me if you were contacted by the casino after your last message here?

I'd also like to let you know that we are in touch with the casino representative and trying to get the case to a satisfactory outcome. I will let you know if there're any updates.

Best regards,

Natalia

Dear Ares1981,

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, we are forced to reject the complaint since we received the evidence from the casino which confirmed their actions were made in accordance with their Terms and Conditions.

Dear Ares1981, I hope you won't come across a problem like this again at any online casino. Please, consider the option of the permanent self-exclusion if, based on your previous messages, you experience problems with online gambling.

Regards,

Natalia