Hello,

The "Transactions" options should contain all the transactions I paid, but all my transactions were deleted in the period from 01.01.2019 to 31.05.2019 and last night I paid about 30,000 RSD to the casino, playing the same game as the same bet as before, I lost everything, I didn't pay anything, it was strange to me and then in the "Transaction" options I couldn't find any payment, and I paid about 260,000 RSD from several times in the period 01.01.2019-31.05.2019, I sent a message mozzart support they tell me that there are payments in their system. Are my rights compromised?

Pozdrav,

U opcijama ,,Transakcije'' treba da stoje sve transakcije koje sam uplatio,medjutim moje sve transakcije su izbrisane u periodu od 01.01.2019-31.05.2019 i sinoc sam uplatio oko 30.000 rsd na kazinu igrao istu igru isti bet kao i ranije ,sve sam izgubio nista nije placao,to mi je bilo cudno i onda u opcijama ,,Transakcije" nisam mogao da nadjem nijednu uplatu,a uplatio sam oko 260 000 rsd iz vise puta u periodu 01.01.2019-31.05.2019,poslao sam poruku mozzart support oni mi kaze da postoje uplate u njihovom sistemu.Da li su moja prava ugrozena?

Dear Mirko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do you fear that your account has been compromised? Do you need your cashier history for any specific reason? Could you please advise if you have requested it from the casino?

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

Best regards,

Petronela

I asked Mozzart to send me the total in / out and they sent me an e-mail, but there is no evidence on the online profile that I paid from January to the end of May last year, then I stopped playing and a few days ago tried to I play but I paid 30,000 passionately and they cleaned me up, then I check the transactions from last year, when it doesn't have them, and the entrance paid me 113,000 dinars for 113,000 dinars, I mostly played book of ra 6.

I read the law and it says that all transactions must be on the application, ie the profile, I only doubt that they deleted my transactions from the profile, because I haven't played for over a year, so now my condition is like I started from scratch, which is not Alright...

Ma trazio sam ja od Mozzarta da mi posalje ukupan in/out i poslali su mi na mail,ali nema na online profilu dokaza da sam uplacivao od januara pa do kraja maja prosle godine,tad sam prestao da igram i pre neki dan probao malo da igram ali strasno uplatio 30 000 i pocistili me,onda proverim transakcije od prosle godine,kad ono nema ih,a ulaz mi je 333 000din isplatio 113 000,pretezno igrao book of ra 6.

Citao sam zakon i pise da na aplikaciji tj profilu mora da stoje sve transakcije,ja jedino sumnjam da su oni izbrisali te moje transakcije sa profila,jer nisam igrao preko godinu dana,pa sad moje stanje je kao da sam krenuo od nule,sto nije u redu...

Dear Mirko,

Could you please advise if you need your cashier history for any specific reason? Thank you in advance.

Dear Mirko,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I need a history of transactions, which is not there, all transactions from last year were deleted, I wonder if it is by law and they told me that every game has its RTP, not a player, so you can lose all the money on a game yes you don't pay for the camera ...... please give me a concrete answer, if you don't understand the writer in English

potrebna mi je istorija transakcija,koje nema,sve transakcije od prosle godine su izbrisane,zanima me da li je to po zakonu i rekli su mi da svaka igra ima svoj RTP,a ne igrac,znaci mozes da izgubis sav novac na neku igru da ti nista ne plati aparat......molim vas dajte mi konkretan odgovor,ako ne razumete pisacu na engleskom

Thank you very much, Mirko, for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Mirko.

I am sorry to hear about your negative experience with the Mozzart Bet Casino. We will now try to get in touch with them.

Since we haven’t received any relevant response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Mirko.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

www.kpvfaw.com

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