The player from Spain requested account closure due to gambling addiction but continued to have access to the account, leading to further losses. After reaching a balance of €17,500, he informed customer service again about his situation, but the account was not blocked, and he subsequently lost his entire balance. He seeks the payout of his funds, claiming negligence from the casino regarding responsible gambling.
Zoccer Casino - Player's account remains open after requesting closure.
Opened
Current status
Waiting for Casino Guru to reply
6d 23h 48m 56s
Zoccer Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
4 hours ago
Translation
On Friday, April 24, after suffering significant losses, I requested the closure of my account via email due to gambling addiction. At that time, my balance was €0.
Since the account was not immediately blocked, I continued to have access to it and continued playing during the following days, incurring further losses.
On Sunday, after a winning streak, I reached a balance of €17,500. At that point, I contacted customer service again via chat to request the immediate blocking of my account. I was told that I had to submit the request by email and that, according to their terms and conditions, closing the account—even for gambling addiction—would result in the cancellation of the existing balance.
That same day, I received an email from a casino manager completely ignoring my previous request to close my account and instead informing me that I had been upgraded to VIP player. At that time, my balance was still €17,500.
Since my account was not blocked after I explicitly communicated my vulnerable player status, I continued to have access to the platform and, in the following days, I ended up losing my entire balance.
I believe the casino's actions constitute serious negligence regarding responsible gambling. Once an operator is informed that a user has a gambling addiction problem, they should immediately block the account and protect the existing funds, thus preventing further harm.
For all the above reasons, I request payment of the balance of €17,500, since at the time the casino became aware of my situation as a vulnerable player, this amount was in my account and should have been protected.
By the way, it's been 5 days and my account is still open.
Thank you
Automatic translation:
Public
Public
1 hour ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
1 hour ago
Dear tirion365,
Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I have reviewed the Responsible Gambling policy, and I found this:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@zoccer.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Did you make any deposits after you requested account closure?
Thank you very much for your cooperation.
Best regards,
Kristina
