Mozzart Casino - Hráč čelí problému se selháním vkladu.

My deposit failed. After days of writing to the casino, they haven't decided to deposit the money I deposited into my casino account. I asked you to send it back to me on the card but unfortunately you didn't respond. I was ignored for days and I have drawn a line in the sand and want them to help me get my money back. I have proof of the deposit. I can also send you the emails written by me and the Mozzart companies.

I'm open to questions.

Best regards

Michael S*****

Meine Einzahlung wurde fehlgeschlagen. Nach Tagelangem Schreiben mit dem Casino sind sie nicht zum Entschluss gekommen mir mein eingezahltes Geld einzuzahlen in meinem Casino Konto. Ich habe Sie gebeten mir es auf die Karte wieder zu schicken aber leider nicht drauf geantwortet. Ich wurde tagelang ignoriert und ich habe ein Schlussstrich gezogen ich möchte das sie mir helfen mein Geld zurückzuholen. Ich habe Beweise von der Einzahlung. Ich kann es Ihnen zu schicken auch die Emails die verfasst worden sind von mir und den Mozzart Unternehmen.

Ich stehe bei Fragen offen.

Mit freundlichen Grüßen

Mihael S*****

Dear mihaelstnc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Payment amounts have been sent.

No, that wasn't my first deposit. I've deposited with a credit card several times but not with another deposit option and then it wasn't accepted. It should be Paysafe. I don't know exactly. You can ask the casino. I have chats with the casino.

Best regards

Zahlungbeträge wurden abgeschickt.

Nein das war nicht meine erste Einzahlung ich habe mit der Kreditkarte schon öfters eingezahlt aber nicht mit einem anderen einzahlungsvariante und dann wurde es nicht akzeptiert. Paysafe sollte es sein weiß nicht mehr genau das können sie das casino fragen ich habe chats mit dem casino.

Mit freundlichen Grüßen

Hi mihaelstnc,

Can you provide information on the timing of the two deposits? From the screenshots you sent, I couldn't determine whether you forwarded a payment receipt for a single transaction or two separate transactions, as the details appear identical in both screenshots. Kindly send a bank statement that clearly displays the transaction or transactions totaling €2,000.

Thank you in advance.

You have already received the other proof of payment by email, here is the other one

Die andere zahlungsnachweis haben sie schon per email bekommen hier ist die andere

Hi mihaelstnc,

As previously requested, please provide a bank statement clearly indicating the transactions totaling €2,000. The screenshots you have forwarded so far show identical information, lacking the dates of the deposit transactions.

Thank you.

Dear mihaelstnc,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.