The player from Germany is facing issues with his account after being asked for KYC verification despite previous withdrawals totaling €16,000 without such verification. He has successfully submitted all required documents and is now experiencing blocked withdrawals totaling €60,000, with unclear reasons for the account's verification status.
Zoccer Casino - Player’s withdrawal is delayed due to verification issues.
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Zoccer Casino
Safety Index 7.2 Above averageCase summary
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2 days 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I have been a customer since April 2025 and have already deposited, played and withdrawn a great deal during this time.
Yesterday I took the trouble to add up all my withdrawals since April and found that I had withdrawn €16,000 WITHOUT KYC verification, and now that I have won €60,000 (all without bonuses!), my withdrawals are suddenly being blocked even though I have verified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:
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1 hour 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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1 hour 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
