The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. He reported that three €500 withdrawals from July 16–18 had remained pending for around two weeks, while the casino later claimed a monthly withdrawal limit had been reached, which he disputed as incorrect. We closed this complaint as a duplicate and continued the matter in the previously opened case to avoid further confusion.
Zoccer Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Other
Amount: €39,000
Zoccer Casino
Safety Index 6.9 Above averageCase summary
Discussion
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4 weeks ago
Translation
Hello Casino Guru Team, Hello dear Stefan,
I would like to file a new complaint against Zoccer Casino, as I am again experiencing problems with my withdrawals.
I had previously filed a complaint with Casino Guru regarding my verification process and blocked withdrawals. I marked this complaint as resolved after my account was finally verified and the first withdrawals were credited to my bank account.
Unfortunately, problems are arising again.
On July 16, 17, and 18, 2026, I requested a withdrawal of €500 each time. Today is July 27, 2026, and all three withdrawals are still in "Processing" status. I have therefore been waiting for almost two weeks again for my withdrawals to be processed.
In the past, withdrawals at Zoccer were usually processed within about 3 days. Therefore, this renewed delay is very worrying for me, especially since I recently filed a complaint with Casino Guru regarding similar issues.
My current balance is approximately €39,000. However, due to the withdrawal limit, I can only withdraw €500 per 24 hours and have a maximum of three withdrawals open at any one time. This means I have to withdraw my balance in many small increments. This process already takes several months. If each individual withdrawal is significantly delayed or technical problems arise, this is unacceptable to me and makes a complete withdrawal extremely uncertain.
I already tried to reopen my old complaint about a week ago via the button on Casino Guru.
Since then, it has only displayed:
"The request to reopen the appeal has been submitted. We will review the current situation and inform you of the outcome of this process."
Since this status hasn't changed for about a week and the payouts are still not complete, I am now opening this new complaint. I've also included the link to my previous complaint here:
https://de.casino.guru/beschwerden/zoccer-casino-die-auszahlung-des-spielers-verzogert
I urge Casino Guru to review the case again and ask Zoccer for a concrete statement.
The current problem concerns the renewed delays in the next payments and the concern that these problems could repeat themselves for months.
I therefore urgently request your support so that my remaining balance is paid out in full and without further unnecessary delays.
Thank you very much and best regards
Hakan
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4 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.
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4 weeks 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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4 weeks ago
TranslationHello Jean,
Thank you for your reply.
She and Stefan had already handled my previous complaint against Zoccer. Here is the link to it.
previous complaint:
https://de.casino.guru/beschwerden/zoccer-casino-die-auszahlung-des-spielers-verzogert
Unfortunately, I had to file a new complaint because similar problems have recurred. While my account was verified after the previous complaint and the first withdrawals were processed successfully, I have now been waiting for almost two weeks for my next three withdrawals, scheduled for July 16th, 17th, and 18th, 2026.
In addition, I need to withdraw approximately €39,000, but only in €500 increments. If there are further delays or problems with each withdrawal, the complete withdrawal will become extremely difficult and uncertain over several months.
I had also already tried to reopen the old complaint using the button. However, for about a week now, it has only said that the request to reopen the case is being reviewed. That's why I've now created this new complaint.
Thank you for your support.
Best regards
Hakan
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3 weeks ago
TranslationHello Jean,
Nothing has changed even today (see screenshots).
Furthermore, I have sent the current email correspondence with Zoccer Support to you and Stefan (because you both took care of my case).
Previous complaint:
https://de.casino.guru/beschwerden/zoccer-casino-die-auszahlung-des-spielers-verzogert
I think it would be easier for everyone if you reopened my closed complaint... I already tried to reopen it a week ago using the button, but for about a week now it's only said that the reopening request is being reviewed. That's why I've now created this new complaint with the username Hakan737. I closed the complaint with my email. hakanboga@icloud.com Created. Unfortunately, there was no other way, as you still haven't reopened my closed complaint, and I couldn't open a new complaint with the same user at the same casino.
Best regards
Hakan
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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
TranslationHello Jean,
Thank you so much for your message.
I have already requested several times that my old complaint be reopened, because the entire history so far, including all information, screenshots and evidence, is fully documented there:
https://de.casino.guru/beschwerden/zoccer-casino-die-auszahlung-des-spielers-verzogert
Unfortunately, my withdrawals have still not been completed.
Yesterday, Stefan wrote to me claiming that the payments weren't being processed because I had already reached the monthly withdrawal limit of €7,000 in July. However, this information is demonstrably false.
As you can see in my screenshots and video, only two withdrawals of €500 each, totaling €1,000, have been successfully processed so far in July. I requested three further withdrawals of €500 each, totaling €1,500, on July 16th, 17th, and 18th. These have been pending for approximately two weeks now.
Even taking these three outstanding payments into account, my total for July would only be €2,500 out of €7,000, which is significantly below the alleged monthly limit.
Furthermore, the system normally prevents a new withdrawal as soon as a limit is reached. In this case, however, I was able to request the three withdrawals without any problems. They were approved and have simply been in the queue ever since. This also clearly indicates that the monthly limit has not been reached.
I therefore urge you to correct this incorrect information and clarify the actual reason for the delay with the casino. Please also inform Stefan, as his message yesterday was based on inaccurate information.
My current balance is approximately €40,000. Due to the limit, I have to withdraw this amount in €500 increments. Even with a normal processing time of three business days, this would already be an extremely lengthy process. However, if the next three withdrawals are delayed for two weeks or more, the situation will no longer be acceptable to me.
I now have serious doubts as to whether the casino can or will properly and fully pay out my winnings. I therefore urge Casino Guru to reopen the case and request a concrete and comprehensible statement from the casino.
I've attached the current screenshots and the video as proof.
Thank you so much for your support.
Best regards
Hakan
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3 weeks ago
TranslationHello Jean,
Please reopen my previous complaint, as it concerns the same case. All information, screenshots, and videos are already fully collected there.
You and Stefan have already handled my previous complaint, so it would make sense to continue the case there instead of documenting everything again from scratch.
Thank you.
Previous complaint:
https://de.casino.guru/beschwerden/zoccer-casino-die-auszahlung-des-spielers-verzogert
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2 weeks ago
Dear Hakan737,
Thank you for your clarification regarding the situation; I greatly appreciate it.
I have notified Stefan about the matter. In order to prevent any further confusion, I will be closing this duplicate complaint. I genuinely hope that your issue will be resolved promptly.
Thank you for your understanding and cooperation.
Best regards,
Jean
