Zoccer Casino - Player’s account closure was ignored.

Habe am 09.05. eine Mail geschrieben, dass mein Account aufgrund Spielsucht geschlossen werden soll. Es wurde ausdrücklich auf Spielsucht hingewiesen. Das Konto wurde auch geschlossen.

Am 23.06. bekam ich leider vom gleichen Casino anrufe und eine Mail, ich solle wieder spielen. Der Account war nicht mehr gesperrt und so schnell waren dann auch 500€ von mir verspielt, ehe ich mich erneut sperren lies.

Vom 01.06. bis 23.06. bekam ich trotz Sperre wiederholt Mails zum Animieren ich solle wieder spielen.

Ich fordere mein gesamtes verspieltes Geld zurück und eine angemessene Vorgehensweise gegen solch ein schädliches Verhalten.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zoccer Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you unsubscribed from the casino's marketing communications?
• Is your player account currently closed?

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

Ich habe mich gesperrt, somit gehe ich davon aus, dass ich abgemeldet bin.

Kein Zugriff

Dear jmayerhofer,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello jmayerhofer,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Zoccer Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear jmayerhofer,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal V