Mozzart Casino - Играчът иска възстановяване на сумата след отмяна на самоизключването.

I am submitting this complaint regarding Mozzart Casino's handling of my indefinite self-exclusion and my subsequent losses of €2,387.

I had previously activated an indefinite self-exclusion on my Mozzart account. I later requested to remove/change the exclusion through the account interface. Mozzart did enforce a seven-day cooling-off period, but I was not asked why I had originally excluded myself, why I wanted to return to gambling, or whether my circumstances had changed. After seven days, I was able to gamble again.

Following the reopening of my account, I deposited and lost a total of €2,387.

I believe this is particularly concerning because my account history contained several potential responsible-gambling risk indicators, including self-exclusion, cancelled withdrawals, bonus enquiries and risky gambling/deposit behaviour.

I complained directly to Mozzart and requested a refund of €2,387. Mozzart rejected my claim, stating that the seven-day cooling-off period had been followed and that its monitoring systems had not identified risk levels requiring a permanent operational block.

I specifically asked Mozzart to explain what individual assessment was carried out when my indefinite self-exclusion was revoked, what information was considered regarding the reason for my exclusion, and how they determined that revocation was appropriate when they had never asked me about my circumstances.

Mozzart did not answer these questions. In its Final Position Statement, it simply stated that the revocation "strictly adhered to MGA Directive 2 of 2018 (Article 11)" and again referred to the seven-day cooling-off period and its general player monitoring.

There is also important evidence regarding how Mozzart's system currently operates. After I submitted my complaint, Mozzart permanently closed my account. However, through the account interface I was immediately able to request a change to that permanent self-exclusion. I was not asked why I wanted to change it, why I had been excluded, or whether my circumstances had changed. The system simply accepted the request and imposed another seven-day waiting period before reactivation.

I have screenshots documenting this process.

My complaint is therefore not that Mozzart failed to observe the seven-day cooling-off period. They did observe it.

My concern is whether an indefinite self-exclusion should be revocable through what appears to be an essentially automated process without any meaningful assessment of the player's circumstances, particularly where the account already contains responsible-gambling risk indicators.

I am asking Casino Guru to independently review Mozzart's self-exclusion and reactivation procedure and whether it provides adequate player protection.

I am requesting a refund of the €2,387 lost following the removal of my indefinite self-exclusion.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mozzart Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues, either when you requested the indefinite self-exclusion or when the reopening of your account took place? Please share the information with timestamps to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hi Thomas,

I sent you the information you requested in the email. I would like to clarify that the problem at the moment is that mozzart never clarified why the self-inflicted final account closure was made. So I did it through the system. No clarification was made when I reopened the Nyöskä account. The account can be reopened by pressing a button and waiting 7 days.

Hei Thomas,

Laitoin sinulle pyytämäsi tiedot sähköpostiin. Tarkennan, että ongelma on tällä hetkellä siinä ettei mozzart koskaan selvittänyt miksi omahetoinen lopullinen tilin sulku tehtiin. Tein sen siis järjestelmän kautta. Nyöskään tilin uudelleen avaamisen yhteydessä ei tehty mitään selvitystä. Tilin uudelleen avaaminen onnistuu nappia painamalla ja 7 vuorokauden odotuksella.

We'll update as soon as it happens, as mozzart has finally closed my account so I can't log in anymore.

However, that doesn't change the fact that Mozart didn't previously explain why the account was permanently closed, nor did they provide any explanation of my situation when I reopened the account, as to what the current situation was.

So I think their responsibility is quite limited.

Päivitetään tapahtunaa sen verran, että nyt mozzart on viimein sulkenut pelitilini niin etten pääse sinne enää kirjautumaan.

Ei se kuitenkaan poista sitä tosiasiaa ettei mozzart aikaisemmin selvittänyt syytä miksi pelitili oli suljettu lopullisesti eikö myöskään tehnyt mitöän selvitystä tilanteestani, kun avasin pelitilin uudelleen, että mikä on sen hetkinen tilanne.

Vastuullisuus on siis heillä mielestäni melko suppea.

Thanks for the explanation provided in the email and for your patience.

Please understand that we may only ask the casino to refund you the money lost on gambling in situations where we can conclude that the casino should have protected you. Since you haven't disclosed your gambling problems to the casino prior to making deposits, we won't be able to pursue a refund. In cases where gambling issues aren't disclosed, we won't go against the casino's responsible gambling policies or how the casino implements them.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.