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.
