The player from Germany was facing issues with his account after being asked for KYC verification despite previous withdrawals totaling €16,000 without such verification. He had successfully submitted all required documents and was then experiencing blocked withdrawals totaling €60,000, with unclear reasons for the account's verification status. We contacted the casino, and the verification was completed, with the pending withdrawals processed and paid out. As the remaining balance was being paid in line with the casino’s withdrawal limits, we could not require faster payouts, and the complaint was closed as resolved.
Zoccer Casino - Player’s withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €42,000
Zoccer Casino
Safety Index 6.5 Above averageCase summary
Discussion
Public
Public
3 weeks ago
Translation
Hello esteemed Casino Guru Team,
I have been a customer since April 2025 and have already deposited, played and withdrawn a great deal during this time.
Yesterday I took the trouble to add up all my withdrawals since April and found that I had withdrawn €16,000 WITHOUT KYC verification, and now that I have won €60,000 (all without bonuses!), my withdrawals are suddenly being blocked even though I have verified all documents.
I currently have 2 active withdrawals of 500 euros each (I am currently VIP Level 1, can make a withdrawal of 500 euros every 24 hours, a total of 3 active withdrawals simultaneously and a 7000 euro withdrawal limit per month, it's all in the terms and conditions!)
On Thursday, July 2nd, 2026, I was suddenly asked to verify my account (after many months without verification and a payout of 16000 euros).
I uploaded all the required documents. They were all successfully verified within 5 minutes, with a green light indicating everything was in order.
Now there is only a red dot that still says I should upload the documents below to verify my account, however the field is empty and it doesn't say what I need to upload.
Previously, certain points were displayed that I was supposed to verify. I completed them all one after the other and they were accepted and were then green. Now, there's a red dot next to the verification, but the field is empty.
I've already contacted live chat several times, and they tell me the same thing every time, just sending me the usual boilerplate text to reassure me and say it's being handled by the relevant department, blah blah...
I don't believe that anymore, because until today I never had such problems with Zoccer.com and the payouts were processed in a maximum of 2-3 days.
I'm starting to get the impression that I've won "too much" in their eyes with these 60,000 euros and they're preventing me from paying out the money because of the supposedly still outstanding verification...
Yesterday at 10:25 AM I sent the following email to support. support@zoccer.com
and at vip@zoccer.com written.
I have received confirmation of receipt from support@zoccer.com But unfortunately, still no answer!
I can still register and play normally, but now I'm just afraid they won't pay out my 60,000...
It would take months to withdraw it anyway with the current VIP Level 1 withdrawal limits, but nevertheless I want to withdraw every cent of it because I earned it and it's my right… Please help me get my money.
If necessary, I took many screenshots of the conversations with the live chat, where you can clearly see that they are just stalling me and don't want to help me solve the problem.
Thank you!
This is the email:
Dear Zoccer Team,
My account was requested for KYC verification. I submitted all the requested documents, including proof of identity, address, bank details, and proof of payment. Each step was shown as successfully verified in my account.
Despite this, a red "Verification" message still appears, without any indication of which documents are missing or what exactly is outstanding. At the same time, my withdrawals are blocked or stuck, even though my account has a balance of €60,000.00.
I therefore request that you inform me in writing within 48 hours:
whether my account is fully verified,
If not, what specific document is still missing,
why my withdrawals are currently blocked,
when my outstanding payments will be processed,
how the payout of my entire balance of €60,000.00 will be carried out.
General references to internal audits or KYC are insufficient. I expect a concrete, comprehensible response. Should you refuse or further delay payment, I demand a written explanation citing the relevant terms and conditions clause and the responsible licensing or complaints authority.
Should I not receive a clear response within the deadline, I will forward the matter to the relevant supervisory authority, a complaints office, and, if necessary, to a lawyer.
Please confirm receipt of this email.
Best regards
[redacted]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 weeks 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
3 weeks ago
Dear hakanboga,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To better understand your situation and assist you in resolving this issue, I would appreciate it if you could answer the following questions:
- Can you confirm the exact date and method (through email support or through the website) when you submitted your KYC documents?
- Could you please post a screenshot of the error message when you try to request a withdrawal?
- Can you provide the screenshots of the live chat conversations as evidence of your attempts to resolve this issue?
- Please forward the email that you sent to customer support regarding the issue with the verification, along with the casino's reply (if any). My email address is jean.s@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Jean
Sensitive attachment
Sensitive attachment
3 weeks ago
TranslationHello Jean,
Thank you for your feedback.
I uploaded my KYC documents directly to the verification section of the Zoccer website on July 2nd, 2026. Initially, each document was displayed there as successfully verified/confirmed in green.
No standard error message appears during the withdrawal process. The problem is that my existing withdrawals are not being processed and a red verification notification is still displayed, even though the verification section shows no missing documents or upload options.
I will provide you with the requested screenshots of the verification page, the open payouts, and the live chat histories.
I also sent the four emails to Zoccer, including the confirmation of receipt, to jean.s@casino.guru forwarded.
I'm attaching the most relevant and up-to-date screenshots for now; if you need more, I have countless live chats where only standard text snippets are used in response, without offering any real help.
If I understand correctly, I can only add images here in the text field; if there is another way, please let me know.
Best regards
[redacted]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 weeks ago
TranslationHello Jean,
Quick update:
Even this morning, there has been no concrete feedback from Zoccer. The KYC status remains unchanged, the red verification notification is still visible, and I am still not being shown any missing documents.
My outstanding payments have also still not been processed.
Zoccer had previously informed me that the review could take up to 3 working days. This deadline has now passed.
I continue to hope for your support and that the problem will be solved soon so that I can finally withdraw my balance of 60,000 euros.
Furthermore, I would like to add that I would greatly appreciate it if Casino Guru Zoccer would also request a reasonable payment plan or better withdrawal limits. I was downgraded from a higher VIP level to VIP Level 1 at some point, even though I continued to play with very high sums and was highly active. As a result, I can currently only withdraw €500 per day, a maximum of €7,000 per month, and only with three withdrawals pending simultaneously. With a balance of €60,000, this would mean that a withdrawal would take many months.
I accept fair rules, but I request that Zoccer offer a reasonable solution given the amount of credit and the previous VIP rating.
Thank you very much and best regards
Hakan
Automatic translation:
Sensitive attachment
Sensitive attachment
3 weeks ago
TranslationHello Jean,
I urgently need to add another important point to my complaint because I discovered something very disturbing today!!!
I initially stated that my balance was earned without a bonus. I would like to clarify this:
The currently disputed balance of €60,000 was real money at the time the withdrawal was blocked. However, the original basis for this balance was a €300 VIP casino bonus I received on May 20, 2026, which I wagered 1000 times in the game Sugar Rush.
After that, the bonus was fully wagered and then converted into real money credit. I've already withdrawn a portion. Then I continued playing with this real money credit, mainly in sports betting, until it eventually accumulated into a large balance.
The fact that this credit was treated as real money is also demonstrated by the fact that Zoccer has already processed payouts afterwards.
What's really worrying me now is that I checked my casino game history from May 20, 2026. The relevant part before 5:30:17 PM, where the large win and the conversion of the bonus to real money should be traceable, is no longer present in the current history! Instead, I see conspicuous, repeating entries, or rather, a kind of loop in the game history. Before 5:30:17 PM, there's 5:31:16 PM, then it continues in the correct seconds until it lands back at 5:30:17 PM... and then the whole thing repeats itself over and over again...
At the same time, I have older screenshots showing that there was a significantly higher balance at that time.
I want to phrase this carefully, but to me this looks very alarming. I'm seriously concerned that the game history might not be displayed completely or correctly after the fact. This would be extremely important because Zoccer could later claim that my winnings are unverifiable or that the bonus wasn't wagered correctly, even though, as mentioned above, I've already withdrawn over €16,000 with this winnings.
I therefore urge Casino Guru to request that Zoccer provide a complete and comprehensible breakdown:
Complete casino game history from May 20, 2026, especially Sugar Rush 1000,
Full bonus history for the VIP bonus from May 20, 2026,
Proof of bonus sales progress,
Proof of when and how the bonus was converted into real money credit,
Complete account transactions and balances for that day,
Explanation of why my current game progress is not displayed completely or is being displayed repeatedly.
I have screenshots showing my balance at the time and the anomalies in the activity today. I'm very worried that someone might later try to question the origin of my funds, even though Zoccer has treated the balance as real money and has already processed withdrawals.
Please urgently include this point in my complaint, as it could be very important for the assessment of the entire case.
Please don't misunderstand me, I don't want to cause any unrest or chaos in this case; I've simply made this alarming observation and am now even more afraid that I won't receive my €60,000. I will, of course, leave the next sensible steps up to you.
I've also made two videos where you can clearly see the gap described above, and another video showing the amounts paid out since then. Where could I upload these videos if needed?
Please help me get money, it's currently still stuck in the verification process for my documents, and the deadline of 3 working days for this has probably already expired.
Best regards
Hakan
Automatic translation:
Public
Public
3 weeks ago
TranslationHello Jean,
I would like to continue to phrase things carefully, but I have serious concerns that it could later be claimed that certain profits, balance movements or payouts are no longer traceable.
I am very concerned that important parts of my history may disappear or no longer be displayed correctly. Please urgently include this point in your complaint, as it is crucial for tracking my account balance.
Additionally, I have recorded two screen videos that I can provide if needed:
a video showing the irregularities in the casino gameplay of the game Sugar Rush 1000 from May 20, 2026, especially the area where the win or the conversion of the bonus into real money should be verifiable,
Another video showing my payout history for the period from 20.05.2026 to 03.07.2026.
I've never experienced anything like this before... please help me with this complicated case so they can finally release my 60,000 euros.
I am truly sorry for writing three such detailed answers today alone, but I simply wanted to provide you with every single detail, every piece of evidence, and every document that will help you reach a positive conclusion in this case. I hope you don't hold it against me.
Thank you very much in advance and I have complete confidence in you.
Best regards
Hakan
Edited
Automatic translation:
Public
Public
3 weeks ago
TranslationHello Jean,
Quick update: I've uploaded two new videos.
The first video shows the current, unchanged status of my verification and payouts.
The second video shows how I won my real money balance of €60,000 in sports betting.
I've also sent you the previous email conversations with Zoccer. jean.s@casino.guru It has been forwarded. Unfortunately, I haven't received any feedback from you yet.
The situation is becoming very stressful for me, as it involves a very large sum of money and Zoccer still hasn't given a concrete answer.
Thank you so much for your support.
Best regards
Hakan
Edited
Automatic translation:
Public
Public
2 weeks ago
TranslationGood afternoon Jean,
Why aren't you getting in touch? I've documented everything down to the last detail with screenshots and videos and posted them here. Or rather, forwarded them to you by email.
Ten days have now passed since my withdrawal request and since I uploaded my documents for KYC.
It's pretty clear that Zoccer is stalling and doesn't want to pay me out. Every time I contact them via live chat or email, I get the same standard replies like "being processed," "please be patient," "rest assured it's being handled with the highest priority"...
Please help me, I have provided all the evidence from my account, which clearly shows that I am in the right.
Best regards
Hakan
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationQuick update: My current real money balance is now €40,000.
The reduction in my balance resulted from further sports betting (today's World Cup match) during the current withdrawal freeze. I want to clarify that Zoccer continues to allow me to play without restrictions, even though my KYC verification is pending and I cannot withdraw any winnings.
Edited
Automatic translation:
Public
Public
2 weeks ago
Dear hakanboga,
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, Štefan, (stefan.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,
Jean
Public
Public
2 weeks ago
Dear hakanboga,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Zoccer Casino to join this conversation and assist in addressing the complaint.
Dear Zoccer Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
Public
Public
2 weeks ago
TranslationDear Stefan,
I just received two more unnecessary "standard emails" from Zoccer and forwarded them to you ( stefan.m@casino.guru ) forwarded.
Thank you very much and best regards
Hakan
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationQuick update:
Current account balance: €35,000. At the start of the complaint two weeks ago, it was €60,000. I simply wanted to withdraw that €60,000 and leave. Of course, they let me gamble, but not withdraw... because, according to their own employees, they haven't been able to check my documents for verification for two weeks, and furthermore, they haven't been able to process my two outstanding withdrawals since July 1st, 2026. 🙂
VG
Hakan
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationUpdate:
- I just placed another sports bet for 5000 euros (see screenshots)
- My two withdrawals from July 1st and 2nd have still not been processed (see screenshots).
- My documents have been fully uploaded, and my account is still not verified. (see screenshots)
- I am still VIP Level 1, although with my activity and the amount of my bets I should be at least VIP Level 3-4 (this plays a big role in the daily and monthly payout limits!).
As you can see, they're trying EVERYTHING to make it as unpleasant and difficult as possible for me...
VG
Hakan
Automatic translation:
Public
Public
2 weeks ago
TranslationHello dear Stefan,
I just sent you an email from Zoccer support. In their email today, they contradict all previous communications from their support team.
It's becoming increasingly absurd and suspicious. They're not verifying my account, they're not processing my pending withdrawal requests, they're trying to encourage me to keep playing, but they're not keeping their promises.
VG
Hakan
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationHi Stefan,
Quick update:
- I have since wagered €15,000 and won €27,000. My current real money balance is therefore back up to €42,000. I have attached a recent screenshot.
- I forwarded all new emails from Zoccer to you today. Within a short period, the casino makes contradictory statements: On the one hand, they claim documents are still missing, while on the other hand, they say my case is already being reviewed. At the same time, there is no option to upload further documents in my account.
- I also reviewed the other complaints about Zoccer Casino on Casino Guru. I noticed that Zoccer apparently failed to respond to Casino Guru's requests on several occasions, and so far, no comparable case has been resolved in favor of the player. This significantly increases my concern.
In summary, I am very worried that I won't be able to withdraw my entire real-money balance of €42,000. Before this incident, I had already won and successfully withdrawn many thousands of euros at Zoccer, as I had successfully verified my account and never experienced similar problems before.
I therefore urge you to request a clear statement from Zoccer explaining why my verification is still pending, which documents are allegedly still missing, and when my payouts will finally be processed.
The situation is incredibly stressful and nerve-wracking for me.
Thank you for your support.
Best regards
Hakan
Automatic translation:
Public
Public
1 week ago
TranslationHi Stefan,
There is some good news.
I saw in the Zoccer app today that my verification was finally complete. My two pending withdrawals have also been processed and have already been credited to my bank account. Additionally, I was able to request a new withdrawal of €500.
However, I still have one big worry:
Due to my current VIP level (VIP 1, although based on my activity and the size and amount of my bets I should easily be level 3-4, if not the maximum level), I can only withdraw €500 per 24 hours and have a maximum of 3 withdrawals open at the same time. With my current balance of €41,500, a full withdrawal would therefore take approximately 5 to 6 months.
I fear that similar problems could arise again during this long period. Therefore, I wanted to ask if we could leave the complaint open until my entire balance of €41,500 has been successfully credited to my bank account.
Should the complaint be closed now and further problems arise later, I would have to describe the entire situation again from scratch and gather all the information, screenshots, and videos anew. As you know, this has already involved a great deal of effort.
Furthermore, I would be grateful if you could ask Zoccer if they can offer me an alternative payout plan or an exception so that the payout of my balance can be significantly faster.
Thank you for your support.
Best regards
Hakan
Automatic translation:
Public
Public
1 week 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.
Public
Public
1 week ago
TranslationHi Stefan,
Thank you very much for your update.
I just wanted to clarify that the original problem has now been largely resolved. My account is fully verified, and my first two withdrawals have been successfully processed and transferred to my bank account. This is exactly what I told you in my previous message.
My actual question concerned the still unresolved part of the problem:
Due to the payout limit of only €500 per 24 hours and a maximum of three simultaneous open payouts, the payout of my remaining balance of currently €41,500 would take approximately 5 to 6 months.
Therefore, I wanted to ask if the complaint can remain open until my balance is fully paid out. Furthermore, I would be grateful if you could ask Zoccer whether, due to the special circumstances, a different payout plan or an increase in the payout limit is possible.
Therefore, I didn't want to just click the "Problem solved" button before you responded to my answer.
Thank you for your support.
Best regards
Hakan
Edited
Automatic translation:
Public
Public
1 week ago
Dear hakanboga,
I hope this message finds you well.
Thank you for your response and for the information provided.
Unfortunately, we are not able to require the casino to process withdrawals faster than the limits stated in its Terms and Conditions.
We are pleased to hear that you are receiving your funds from the casino. As the withdrawals are being processed, we will not be able to keep the complaint open for such an extended period of time.
However, if the casino stops processing your withdrawals or fails to continue paying your remaining balance in accordance with its stated withdrawal limits, you may request that the complaint be reopened at any time. We will reopen it at the earliest opportunity and continue assisting you.
Public
Public
1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear hakanboga,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Stefan
