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On Friday, April 24, after suffering significant losses, I requested the closure of my account via email due to gambling addiction. At that time, my balance was €0.

Since the account was not immediately blocked, I continued to have access to it and continued playing during the following days, incurring further losses.

On Sunday, after a winning streak, I reached a balance of €17,500. At that point, I contacted customer service again via chat to request the immediate blocking of my account. I was told that I had to submit the request by email and that, according to their terms and conditions, closing the account—even for gambling addiction—would result in the cancellation of the existing balance.

That same day, I received an email from a casino manager completely ignoring my previous request to close my account and instead informing me that I had been upgraded to VIP player. At that time, my balance was still €17,500.

Since my account was not blocked after I explicitly communicated my vulnerable player status, I continued to have access to the platform and, in the following days, I ended up losing my entire balance.

I believe the casino's actions constitute serious negligence regarding responsible gambling. Once an operator is informed that a user has a gambling addiction problem, they should immediately block the account and protect the existing funds, thus preventing further harm.

For all the above reasons, I request payment of the balance of €17,500, since at the time the casino became aware of my situation as a vulnerable player, this amount was in my account and should have been protected.

By the way, it's been 5 days and my account is still open.

Thank you

El viernes 24 de abril, tras haber sufrido pérdidas significativas, solicité por correo electrónico el cierre de mi cuenta debido a problemas de adicción al juego. En ese momento, mi saldo era de 0 €.

Dado que la cuenta no fue bloqueada de inmediato, continué teniendo acceso a la misma y seguí jugando durante los días posteriores, incurriendo en nuevas pérdidas.

El domingo, tras una racha favorable, logré alcanzar un saldo de 17.500 €. En ese momento, contacté nuevamente con el servicio de atención al cliente a través del chat para solicitar el bloqueo inmediato de mi cuenta. Se me indicó que debía realizar la solicitud por correo electrónico y que, según sus términos y condiciones, el cierre de la cuenta —incluso por motivos de adicción al juego— implicaría la cancelación del saldo existente.

Ese mismo día recibí un correo electrónico de un gerente del casino que ignoraba completamente mi solicitud previa de cierre y, en su lugar, me informaba de que había sido ascendido a jugador VIP. En ese momento, mi saldo seguía siendo de 17.500 €.

Al no haberse bloqueado mi cuenta tras comunicar de forma explícita mi condición de jugador vulnerable, continué teniendo acceso a la plataforma y, en los días siguientes, acabé perdiendo la totalidad del saldo.

Considero que la actuación del casino constituye una grave negligencia en materia de juego responsable. Una vez que un operador es informado de que un usuario presenta problemas de adicción al juego, debería proceder al bloqueo inmediato de la cuenta y a la protección de los fondos existentes, evitando así mayores perjuicios.

Por todo lo anterior, solicito el pago del saldo de 17.500 €, ya que en el momento en que el casino tuvo conocimiento de mi situación como jugador vulnerable, dicha cantidad se encontraba en mi cuenta y debería haber sido protegida.

Por cierto, han pasado 5 días y mi cuenta continúa abierta.

Gracias

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Dear tirion365,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I have reviewed the Responsible Gambling policy, and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@zoccer.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Did you make any deposits after you requested account closure?

Thank you very much for your cooperation.

Best regards,

Kristina