The player from Spain had requested account closure due to gambling addiction but continued to have access to the account, which led 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 sought the payout of his funds, claiming negligence from the casino regarding responsible gambling. We acknowledged that the casino had failed to apply the self-exclusion promptly and agreed that any refund should include the balance at the time of the closure request. However, due to the casino's lack of sufficient response and failure to provide requested evidence, the complaint was closed as unresolved.
Zoccer Casino - Player's account remains open after requesting closure.
Unresolved
Our verdict
Uncertain case
Black points: 2,064
Amount: €17,500
Zoccer Casino
Safety Index 7.0 Above averageCase summary
Discussion
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2 months 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
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2 months 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.
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2 months 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
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2 months ago
TranslationSince the day I requested self-exclusion, I deposited 3000 euros and withdrew 1000.
I'm forwarding the emails to you:
- The self-exclusion request
- Confirmation that the email has been received correctly
- The email sent by the manager acknowledges that my balance is high and that I am now part of the VIP players club, while ignoring my self-exclusion request.
- Screenshot showing the chat message informing that the balance will be cancelled if self-exclusion is requested.
I insist, I believe that casinos should protect players more and block accounts immediately regardless of the balance.
Thank you for your attention.
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2 months ago
TranslationUpdate:
The account is still open.
The casino asked me two days ago if I wouldn't prefer, instead of closing the account permanently, to establish a two-week break.
Since my response was to continue requesting the permanent closure, they have threatened me again today with confiscating the balance of two winning bets that were not credited to my account by mistake and which are being investigated (worth 2200 euros)
This is the level of commitment to responsible gaming.
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2 months ago
Dear tirion365,
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, Kubo (jakub.m@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,
Kristina
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2 months ago
Dear tirion365,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Zoccer Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Zoccer Casino,
Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?
Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.
Thank you in advance for your cooperation and timely reply.
Best regards,
Kubo
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2 months ago
TranslationHello Kubo, it's a pleasure.
The account was finally closed a few days ago (8 days after my initial request). My VIP manager confirmed this via email, also reminding me that I'll lose the money I claimed for two winning bets that weren't credited to my account. I'm forwarding the email to you.
Thank you so much
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2 months ago
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.
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2 months ago
Dear tirion365,
I would like to inform you that the casino has contacted me via email and requested additional details regarding your issue.
I have already responded to them and am currently awaiting their reply. I will let you know as soon as there are any further updates.
Thank you for your continued patience.
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2 months ago
TranslationThank you.
I would appreciate it if the casino discloses any important information, it would be made public so I can offer my side of the story.
I understand that, unfortunately, account closures are not automatic and can take up to 24-48 hours. But as soon as the casino responds to the player, the message should be, "We are very sorry about your situation, your account has been blocked and your funds will be refunded." Instead, I received, "You have a large balance in your account, you are now a VIP player, when you lose it contact us and we will give you a bonus." At that time, my account balance was €17,500 (I can send proof).
If, one day after requesting self-exclusion, I had deposited and lost 5000 euros, I would not have the right to claim anything; likewise, if there are profits with those deposits, these should be paid.
I want to state for the record that my account balance reached over 20,000 euros, but I believe it is only fair to claim the amount that was in the account at the time the casino contacted me after my closure request.
I'm sure that if my balance had been 0, instead of becoming a VIP, the account would have been closed at that moment.
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1 month ago
TranslationI want to make it clear that Zoccer Casino just offered me €1500 to settle the complaint. Of course, I rejected it.
As I said in the previous message, I'm claiming what I consider fair. I don't want the current €1,500 or the over €20,000 balance I had. In my opinion, the account should have been blocked the moment the casino responded to my request for permanent closure, and at that time there was exactly €17,500. (I insist that I have a screenshot that proves this.)
In cases like these, where a player requests assistance, a casino that claims to be committed to responsible gambling should protect the customer and freeze their balance.
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1 month ago
Dear tirion365,
I would like to inform you that the casino has contacted me by email with a brief message stating that they have sent you an email, apparently referring to the compensation offer.
I have already followed up with the casino and requested further clarification. I am currently awaiting their response and will inform you of any updates as soon as I receive them.
Thank you for your patience and cooperation.
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1 month ago
TranslationIndeed, the casino has offered to refund my deposits, as if it were a simple delay in closing an account, but that's not what I'm fighting for.
From my point of view, casinos cannot be allowed to act with total impunity.
What will happen the next time a player in trouble wants to block their account and has a balance? Well, the casino will do absolutely nothing; they'll just wait for the player to lose their money. Then, in the worst-case scenario (if the player even complains), they'll offer to refund the deposits, and that's that. It's a perfect plan for the casino.
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1 month ago
TranslationThe casino claims to be committed to responsible gambling, but its actions indicate otherwise.
When a player informs them of their gambling addiction, not only do they not block their account because it has a balance (as they acknowledge), but on top of that, when they respond to closure requests, they name them VIP and offer them bonuses when they lose money.
They've had over a month and a half to provide explanations, but their communication has been limited to a brief message offering to refund deposits. As always, the casino wins, and the player is left helpless.
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1 month ago
Dear tirion365,
I sincerely apologize for the delay in my response, as I was attending a conference.
Regarding your case, the casino has once again provided a brief summary of what they offered you and their reasoning behind it. However, from our perspective, I agree with your position that if the casino failed to apply the self-exclusion after receiving and acknowledging your request, any refund should also include the balance that was present in your account at the time the self-exclusion request was made.
I have therefore requested additional details from the casino and will keep you informed about any further developments and the next steps in the process.
Thank you for your patience.
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1 month ago
TranslationHello Kubo.
I have a question. On April 22nd, before requesting the closure of my account, I had a problem with the gaming provider. I won two bets (worth €2200) but the winnings were not credited to my balance.
I contacted the casino and they asked for all the details (ID of both bets, game type, provider, time, amount wagered, etc.), which I provided. Months have gone by and their only response has been, "The relevant department is investigating and we will contact you as soon as possible." Now, for the last few weeks, they haven't even responded.
I tried to create another dispute, but the system doesn't allow two disputes with the same casino simultaneously. I'd like to know if this issue can be addressed in this thread or if I have to wait until the current complaint is resolved.
Thanks for everything.
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1 month ago
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.
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4 weeks ago
Dear tirion365,
I would like to inform you that I requested additional evidence from the casino two weeks ago in order to assess the matter further. I am still awaiting their response, despite having already sent two reminders. I therefore hope they will provide the requested materials as soon as possible.
Since the casino currently does not have a representative account registered on our website, the communication is continuing solely via email.
Regarding your latest question, once I receive and review the necessary materials, I will also address this issue accordingly.
Thank you for your continued patience.
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2 weeks ago
Dear tirion365,
Despite numerous follow-ups, the casino has not provided the requested information, which has unfortunately left the case uncertain. Although the casino has remained more or less responsive, they continue to state that they are still investigating the matter on their end. Unfortunately, this is not sufficient for you, nor does it meet the requirements of our resolution process.
As we cannot keep the complaint open indefinitely, and as I have already explained this to the casino several times, I will now proceed with closing the complaint as unresolved.
That said, I believe this situation may only be temporary, and I hope the casino will eventually return with a proper explanation and address the matter with the necessary care and without further delays. If that happens, we will reopen the complaint and notify you by email.
Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.
Best Regards,
Kubo
