Zoccer Casino - Player's account closure leads to dispute over winnings.

I am submitting a complaint regarding Zoccer and their handling of my account and deposits.

I live in British Columbia, Canada, and I was physically located in British Columbia while using Zoccer and making the deposits in question.

I previously asked Zoccer to close my account, but my request was not acted upon and the account remained available for use. Zoccer has now closed my account due to what they describe as an "Administrative decision," after I raised this dispute.

I requested the return of my deposited funds. Zoccer refused, citing Section 6.6.2 of their Terms and Conditions, which states that a deposit cannot be refunded after it or an associated bonus has been used to place a bet.

However, Zoccer has not addressed my concern regarding whether it was authorized to provide online gambling services to me and accept my deposits while I was located in British Columbia.

I have asked Zoccer to identify the licence, regulator, and specific authorization that permitted them to offer their gambling services to a player located in British Columbia.

I am also concerned that Zoccer was able to administratively close my account once this dispute arose, despite not closing it when I had previously requested that they do so.

I am asking Casino Guru to review Zoccer’s handling of my account, particularly the failure to act on my earlier closure request, the subsequent administrative closure, and Zoccer’s refusal to return the funds in question.

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Dear Krewzii,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

" 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."

To better understand your case, could you please clarify a few points?

• Did you also try to contact support through the email mentioned regarding your self-exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Krewzii,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru