Complaint #9 Mozzart Casino

Failed to act on my self exclusion email

By Essi S.

1 month ago

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.

Disputed Casino Mozzart Casino

Reason Self-exclusion

Amount €1250

Discussion

Marten991

• Finland • 1 reviews

1 week ago

First of all, AskGamblers has already requested the relevant information and evidence from Mozzart, and so have I, including by email. Despite this, the requested information has still not been provided.

Secondly, as Mozzart appears to be doing nothing more than repeating the same arguments without moving the matter forward, I would now kindly ask the AskGamblers team to join the discussion and provide their assessment so that this complaint can finally reach a conclusion.

Mozzart Casino

• Representative

1 week ago

Dear all,

We would first like to address the player’s allegation that Mozzart made a “demonstrably false statement” regarding withdrawals.

This allegation is incorrect.

The player’s complaint is based on the position that the disputed period began on 29 April 2026, the date on which the player claims a self-exclusion request was submitted to Mozzart. Our previous reference to the player’s account activity and withdrawals therefore referred to the period following 29 April 2026, not exclusively to 23 June 2026.

According to our transaction records, a withdrawal of EUR 1,000 was requested on 18 May 2026 and processed on 19 May 2026.

The screenshots provided by the player in the latest response are filtered specifically to 23 June 2026. They therefore do not show, and do not contradict, the withdrawal processed on 19 May 2026. Mozzart did not state that the player made a withdrawal on 23 June 2026 or after the deposits made on that date.

Our previous reference to withdrawals was therefore based on the player’s actual account records and concerned the period following 29 April 2026. The allegation that Mozzart provided false information regarding this transaction is incorrect.

Regarding the player’s comments concerning access to personal data and account records, Mozzart is not refusing such requests. The player may contact us directly at [email protected] with any request for personal data or account records, and the request will be reviewed and handled through the appropriate procedure.

To also clarify the player’s question regarding evidence provided to AskGamblers, no transaction records, chat transcripts, email records or other supporting documentation have been submitted privately to AskGamblers at this stage, as the AskGamblers Complaint Team has not requested such documentation from us. Should AskGamblers request relevant supporting evidence in relation to this complaint, we have no objection to cooperating and providing the appropriate documentation through a private channel, subject to our applicable data protection and confidentiality obligations.

Regarding the main issue of the complaint, we have addressed this point several times in our previous responses and our position remains unchanged.

The email received on 29 April 2026 was not addressed specifically to Mozzart. Mozzart was included as one of a large number of gambling operators copied into a broader correspondence chain, which began in Finnish. The communication did not contain any request addressed to Mozzart, any instruction for Mozzart to take action, or any request to close, restrict or self-exclude the player’s Mozzart account.

The player is therefore conflating the receipt of a copied correspondence chain with the receipt of a self-exclusion request addressed to Mozzart. Being included among numerous copied recipients does not turn such correspondence into a direct self-exclusion request concerning a Mozzart account when no such request or instruction was made to Mozzart.

When the player subsequently contacted Mozzart directly on 23 June 2026 and clearly requested the closure of the account, the account was blocked on the same day.

Based on the complete records available to us, we do not accept that the email received on 29 April 2026 constituted a self-exclusion or account closure request submitted to Mozzart. Our position regarding the complaint and the requested refund therefore remains unchanged.

Kind regards,
Mozzart Team

AskGamblers

• Support Team

1 week ago

Dear all,

This complaint has been reopened as per Mozzart Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Marten991

• Finland • 1 reviews

2 weeks ago

Mozzart’s latest response contains a demonstrably false statement.

Mozzart claims that I made withdrawals during the disputed period and suggests that I have presented the financial situation misleadingly. This is not true. I have screenshots from my Mozzart account showing that I did not make a single withdrawal during that period.

Therefore, Mozzart is not merely avoiding the central issue of this complaint — it is now providing false information in its public response. I am prepared to provide the screenshots to AskGamblers as evidence.

I also want to emphasise that, despite my repeated requests, Mozzart has still not provided me with any of my personal data or account records. They have not provided:

* my complete transaction history;
* the live-chat transcripts;
* records concerning the email received on 29 April 2026;
* any internal notes concerning responsible gambling or self-exclusion; or
* any other personal data relating to the handling of my account and complaint.

Mozzart continues to make claims about my account activity while refusing to provide me with the actual records concerning my own account. This is especially concerning now that their public statement directly contradicts the screenshots available to me.

I therefore ask Mozzart to answer the following questions clearly:

Have you submitted any transaction records, chat transcripts, email records, internal notes, or other evidence to AskGamblers privately?

If so, exactly what documents and information have you submitted?

Do the alleged records actually show a withdrawal during the disputed period? If Mozzart maintains this claim, I ask that the exact date, amount, and transaction reference of every alleged withdrawal be provided to AskGamblers.

I also ask AskGamblers to confirm whether Mozzart has provided any evidence supporting its claims, or whether it has only repeated unsupported statements.

The main issue also remains unanswered. Mozzart confirms that it received the email containing clear information about gambling addiction and self-exclusion, yet it did not respond, request clarification, offer responsible gambling assistance, restrict the account, or prevent further gambling.

Mozzart’s attempt to introduce a false claim about withdrawals does not answer this complaint. It only makes the need for full documentary evidence even more urgent.

Mozzart Casino Complaint Stats

Resolved 1 / 2

Avg. Amount $908

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Mozzart Casino Complaints

See all complaints for this casino

Withdrawal not prosessed

Hi!

I opened an account at Mozzart on Saturday January 21st, 2023. I made one deposit of 100 euros and got a pending 100 euro bonus and 100 free spins. The 100 euro bonus and free spins had 35x required betting. I lost my initial 100 euros the same day and deposited another 100 euros. Due to technical issues my second deposit just disappeared, but it was back on the following day when I finished placing the remaining bets. I only ever played games allowed in the bonus terms: Mustang Gold, Chilli Heat and John Hunter & the Scarab Queen and only with allowed 50 cent bets.

Once the bonus was converted to cash, I went to withdraw and saw that the section is disabled until verification documents are sent. Therefore, I sent the requested documents in the evening of Sunday January 22nd: passport photo, electrical bill and a printout of my first cash deposit via Trustly taken from my online bank. Mozzart is claiming that they will process documents in 24 hours, but nothing happened until I asked support about the status four days later, on January 26th. At that point my documents were approved, I was offered another 100 free spins, which I played and then over the next few days I wagered the winnings 35x as per the terms.

On Saturday, January 28th, I submitted a withdrawal request of 350 euros and 70 cents via Trustly for the full balance. Mozzart promises that they process Trustly payments within 48 hours (working days), but the money has not arrived in my bank account, it's still in my casino account and support will not respond to my e-mails at all. I sent one e-mail asking for the status to [email protected] (as instructed in the withdrawal page) in the evening of Tuesday January 31st and another one yesterday Wednesday February 1st. I also made another withdrawal request to see if I had made a mistake (since I got no answer on my previous e-mail) and the result is the same. The withdrawal was successful, but the money is still in my casino account, and nobody is processing anything.

Mozzart is not offering any other channel to complain than [email protected], so I have no other way of reaching out to them anymore since they just ignore my messages.

Resolved

€351