Failed to act on my self exclusion email

Dear AskGamblers Complaint Team,

I am submitting a complaint against Mozzart Casino regarding their failure to properly handle my self-e­xcl­usi­on/­problem gambling email and their refusal to refund deposits made before they finally blocked my account.

On 29 April 2026, I sent an email to Mozzart Casino at [suppo­rt@­moz­zar­t.c­om]­(ma­ilt­o:s­upp­ort­@mo­zza­rt.com) concerning self-exclusion due to gambling addiction/problem gambling. The email was successfully sent and I did not receive any bounce-back or delivery failure notification.

Mozzart did not reply to this email, did not ask for any clarification, and did not take any visible action at that time. I was later able to access the casino and deposit money.

When I later contacted Mozzart via live chat and raised the issue, my account was blocked after I made a formal request. In the live chat, Mozzart’s agent acknowledged that they had received my email relating to problem gambling, but claimed that it had been written in a “foreign language”. This is not true, as the relevant email was not written in a foreign language.

The same live chat also indicated that my formal complaint had almost been missed because it had gone to Mozzart’s spam folder. Despite my request, Mozzart has refused to provide me with the live chat transcript, which is highly relevant evidence in this dispute.

I submitted my formal complaint to Mozzart on 23 June 2026. I requested a proper explanation and relevant records, including chat logs. I did not receive a proper response for several days. Only after I contacted them again via live chat and stated that I would escalate the matter if I did not receive a response did Mozzart finally reply on 30 June 2026.

Their response was extremely brief and did not include the requested chat logs or any meaningful explanation. In that email, Mozzart stated that my account had been blocked following their review. They also acknowledged the email received on 29 April 2026, but claimed that “no direct request for account deactivation was submitted” and that the message “only contained forwarded correspondence with another casino operator.”

I strongly dispute this position. The 29 April email was sent directly to Mozzart Casino and concerned self-e­xcl­usi­on/­problem gambling. If Mozzart considered the email unclear, they should have replied promptly and asked for clarification. Instead, they did not respond at all, did not ask for clarification, and I was able to continue depositing until I personally raised the issue again through live chat.

Furthermore, even if Mozzart’s claim were accepted for the sake of argument, namely that they only received forwarded correspondence with another casino operator, this would still mean that they had joined an email chain where the original message was visible. That original message clearly concerned gambling addiction/problem gambling and self-exclusion. Therefore, Mozzart had sufficient information to identify a serious responsible gambling issue and should have either acted immediately or requested clarification.

Under the Malta Gaming Authority’s responsible gambling framework, operators must treat problem gambling indicators with particular care. MGA states that if a self-exclusion request has been made due to problematic gambling, the player must be self-excluded from all brands operated by the licensee, irrespective of whether the player holds an account with that brand.

AskGamblers also states that complaints should be supported with relevant evidence, including screenshots, email copies, gaming logs, and chat transcripts. Mozzart has refused to provide the relevant chat transcripts despite my request, even though the live chat is highly important evidence in this dispute.

In my case, Mozzart had clear information indicating a responsible gambling issue, but failed to respond to the email, failed to ask for clarification, and only blocked my account after I chased the matter through live chat.

I am requesting a refund of all deposits made after Mozzart received my problem gambli­ng/­sel­f-e­xcl­usion email on 29 April 2026 and before my account was finally blocked. The total amount is 1250EUR.

Attached evidence includes:

* The email sent to Mozzart on 29 April 2026

* Proof that the email was sent to [suppo­rt@­moz­zar­t.c­om]­(ma­ilt­o:s­upp­ort­@mo­zza­rt.com) and did not bounce

* Mozzart’s response dated 30 June 2026 acknowledging the 29 April email

* Screenshots of live chat conversations, where available

* Evidence that Mozzart has not provided the requested chat transcripts

I kindly ask AskGamblers to mediate this complaint and request Mozzart Casino to refund the deposits made after they received notice of my gambling addict­ion­/se­lf-­exc­lusion issue.