Zoccer Casino - Player’s account remains open despite self-exclusion request.

I am submitting this complaint because I have repeatedly asked Zoccer2.com to permanently close my account due to gambling addiction, but my requests have been ignored.

From the very beginning, I clearly informed the casino that I am struggling with gambling addiction and that I do not want to continue losing money. I explicitly requested permanent account closure and self-exclusion multiple times through live chat and support.

Instead of helping me or taking my situation seriously, the casino continued sending me promotional offers, bonuses, and advertisements encouraging me to keep playing. My account remains open even after many requests to close it.

Every time I contacted live chat, I was told that the email support team would urgently handle my request and contact me immediately. However, days passed and nothing happened. No real action was taken, and my account stayed active.

Because of this delay and negligence, I continued gambling and lost even more money during a period where I was already emotionally struggling and asking for help. This situation has been extremely difficult for me.

I believe the casino failed to act responsibly after being informed about my gambling addiction and failed to provide proper player protection. Ignoring repeated self-exclusion requests while continuing to send promotional offers is unacceptable.

I am asking for assistance in resolving this matter and ensuring my account is permanently closed immediately.

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.

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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at support@zoccer.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Zoccer Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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