The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player reported that his pending withdrawals and KYC verification had not been processed for over two weeks. We advised patience and cooperation with the casino, noting that withdrawal delays could occur due to KYC or a high volume of requests. The complaint was redirected to an existing thread that was already handling the case, and this duplicate complaint was closed to avoid confusion.
Zoccer Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Other
Amount: €60,000
Zoccer Casino
Safety Index 6.5 Above averageCase summary
Discussion
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1 month 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 month ago
Dear Hakan737,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 weeks ago
Dear Hakan737,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 weeks ago
Translation
Hello Karla,
Thank you for your message.
My case is already being handled in another thread:
(https://de.casino.guru/beschwerden/zoccer-casino-die-auszahlung-des-spielers-verzogert)
I'm sorry that this inadvertently created two open cases. That was not my intention.
Please continue the discussion in the existing thread. Thank you for your understanding.
PS: No, neither my two pending withdrawals nor the supposed verification of my fully uploaded documents for KYC verification have been processed. It's been over two weeks now!
Best regards
Hakan
Automatic translation:
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2 weeks ago
Dear Hakan737,
Thank you very much for letting me know and for clarifying the situation.
No problem at all. Since your case is already being handled in the other complaint thread, I will now close this duplicate complaint to avoid any confusion.
I wish you the best of luck with the ongoing complaint, and I sincerely hope your issue will be resolved as soon as possible.
Thank you for your cooperation.
Karla M.
