Mozzart Casino - El jugador no puede solicitar un retiro de sus fondos.

I created my account, and made a deposit, but none of the games work, it happens that I get a cloudflare error. I contacted the casino, via chat and email, and since then I've been waiting for a response, it's been 3 months, always sending emails, and only the first email was answered, I lost my bonus and I can't withdraw.

Dear denilson781,

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 I can better understand the situation. 

Could you please advise when exactly have you registered in the casino? Do I understand correctly the amount you deposited is still in your casino account? Did you ask the casino support to process a refund due to you not being able to play on the website?

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

Best regards,

Tomas

I registered 05/20/2023,

yes my balance is still there,

I did not ask for a refund, although I made it clear in the messages that I could not withdraw

Dear Dear denilson781,

Could you please send me the email response you received from the casino? My email is tomas@casino.guru

yes

Thank you very much, denilson781, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you denilson781 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mozzart Casino for their help in resolving this complaint. We would like to ask if you could help us resolve this issue.

Thank you!

We would like to ask the 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’ which may negatively affect its rating.

We have been in contact with the casino and were asked to extend the complaint by another 7 days due to the vacation season. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear denilson781, I was in contact with a casino representative and was told that you were paid out, let me know if the money appeared on your account or if you need any further assistance.

Thank you in advance!

yes, I was able to withdraw my balance without having to bet, thanks

Dear denilson781,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter