Mozzart Casino - Igrač zahteva povraćaj novca nakon poništenja samoisključenja.

I am submitting this complaint regarding Mozzart Casino's handling of my indefinite self-exclusion and my subsequent losses of €2,387.

I had previously activated an indefinite self-exclusion on my Mozzart account. I later requested to remove/change the exclusion through the account interface. Mozzart did enforce a seven-day cooling-off period, but I was not asked why I had originally excluded myself, why I wanted to return to gambling, or whether my circumstances had changed. After seven days, I was able to gamble again.

Following the reopening of my account, I deposited and lost a total of €2,387.

I believe this is particularly concerning because my account history contained several potential responsible-gambling risk indicators, including self-exclusion, cancelled withdrawals, bonus enquiries and risky gambling/deposit behaviour.

I complained directly to Mozzart and requested a refund of €2,387. Mozzart rejected my claim, stating that the seven-day cooling-off period had been followed and that its monitoring systems had not identified risk levels requiring a permanent operational block.

I specifically asked Mozzart to explain what individual assessment was carried out when my indefinite self-exclusion was revoked, what information was considered regarding the reason for my exclusion, and how they determined that revocation was appropriate when they had never asked me about my circumstances.

Mozzart did not answer these questions. In its Final Position Statement, it simply stated that the revocation "strictly adhered to MGA Directive 2 of 2018 (Article 11)" and again referred to the seven-day cooling-off period and its general player monitoring.

There is also important evidence regarding how Mozzart's system currently operates. After I submitted my complaint, Mozzart permanently closed my account. However, through the account interface I was immediately able to request a change to that permanent self-exclusion. I was not asked why I wanted to change it, why I had been excluded, or whether my circumstances had changed. The system simply accepted the request and imposed another seven-day waiting period before reactivation.

I have screenshots documenting this process.

My complaint is therefore not that Mozzart failed to observe the seven-day cooling-off period. They did observe it.

My concern is whether an indefinite self-exclusion should be revocable through what appears to be an essentially automated process without any meaningful assessment of the player's circumstances, particularly where the account already contains responsible-gambling risk indicators.

I am asking Casino Guru to independently review Mozzart's self-exclusion and reactivation procedure and whether it provides adequate player protection.

I am requesting a refund of the €2,387 lost following the removal of my indefinite self-exclusion.

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Hello,

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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues, either when you requested the indefinite self-exclusion or when the reopening of your account took place? Please share the information with timestamps to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas