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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

Since the day I requested self-exclusion, I deposited 3000 euros and withdrew 1000.

I'm forwarding the emails to you:

• The self-exclusion request
• Confirmation that the email has been received correctly
• The email sent by the manager acknowledges that my balance is high and that I am now part of the VIP players club, while ignoring my self-exclusion request.
• Screenshot showing the chat message informing that the balance will be cancelled if self-exclusion is requested.

I insist, I believe that casinos should protect players more and block accounts immediately regardless of the balance.

Thank you for your attention.

Desde el día que solicité la autoexclusión deposité 3000 euros y retiré 1000

Te reenvío los correos:

• La solicitud de autoexclusión
• La confirmación de que el correo ha sido recibido correctamente
• El correo enviado por el gerente en el que reconoce que mi saldo es elevado y paso a formar parte del club de jugdores VIP y en el que ignora mi solicitud de autoexclusión
• Captura de pantalla en el que el chat informa de que el saldo se cancela si se solicita autoexclusión.

Insisto, creo que los casinos deberían proteger más a los jugadores y bloquear las cuentas de manera inmediata con independencia del saldo en la misma.

gracias por la atención.

Update:

The account is still open.

The casino asked me two days ago if I wouldn't prefer, instead of closing the account permanently, to establish a two-week break.

Since my response was to continue requesting the permanent closure, they have threatened me again today with confiscating the balance of two winning bets that were not credited to my account by mistake and which are being investigated (worth 2200 euros)

This is the level of commitment to responsible gaming.

Actualizo:

la cuenta sigue abierta.

El casino me preguntó hace dos días si no prefería, en vez de cerrar la cuenta de manera permanente, establecer un descanso de dos semanas.

Como mi respuesta fue seguir solicitando el cierre permanente, han vuelto a amenazarme hoy con confiscar el saldo de dos jugadas ganadas que no se acreditaron en mi cuenta por error y que se están investigando ( por valor de 2200 euros)

Este es el nivel de compromiso con el juego responsable.

Dear tirion365,

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, Kubo (jakub.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,

Kristina

Dear tirion365,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Zoccer Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Zoccer Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Hello Kubo, it's a pleasure.

The account was finally closed a few days ago (8 days after my initial request). My VIP manager confirmed this via email, also reminding me that I'll lose the money I claimed for two winning bets that weren't credited to my account. I'm forwarding the email to you.

Thank you so much

Hola Kubo, es un placer.

La cuenta se cerró por fin hace unos días ( 8 días después de mi primera solicitud) Me lo confirmó mi gerente VIP a través de un correo en el que también se encargó de recordarme que perderé el dinero que reclamé por dos jugadas ganadas que no se acreditron en mi cuenta. Te reenvío el correo.

Muchas gracias

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.

Dear tirion365,

I would like to inform you that the casino has contacted me via email and requested additional details regarding your issue.

I have already responded to them and am currently awaiting their reply. I will let you know as soon as there are any further updates.

Thank you for your continued patience.

Thank you.

I would appreciate it if the casino discloses any important information, it would be made public so I can offer my side of the story.

I understand that, unfortunately, account closures are not automatic and can take up to 24-48 hours. But as soon as the casino responds to the player, the message should be, "We are very sorry about your situation, your account has been blocked and your funds will be refunded." Instead, I received, "You have a large balance in your account, you are now a VIP player, when you lose it contact us and we will give you a bonus." At that time, my account balance was €17,500 (I can send proof).

If, one day after requesting self-exclusion, I had deposited and lost 5000 euros, I would not have the right to claim anything; likewise, if there are profits with those deposits, these should be paid.

I want to state for the record that my account balance reached over 20,000 euros, but I believe it is only fair to claim the amount that was in the account at the time the casino contacted me after my closure request.

I'm sure that if my balance had been 0, instead of becoming a VIP, the account would have been closed at that moment.

Gracias.

Agradecería que si el casino expone algún dato importante, este se haga público para poder ofrecer mi versión.

Entiendo que, desgraciadamente, el cierre de las cuentas no es automático y se puede demorar hasta 24/48 horas. Pero en cuanto el casino responde al jugador, el mensaje debería ser " lamentamos mucho tu situación, la cuenta ha sido bloqueada y tus fondos serán pagados" en lugar de eso yo recibí "tienes mucho saldo en tu cuenta, pasas a ser jugador vip, cuando lo pierdas contáctanos y te damos un bono". En ese momento el saldo de mi cuenta era de 17500 euros ( puedo enviar la prueba).

Si un día después de solicitar la autoexclusión, hubiese depositado y perdido 5000 euros no tendría derecho a reclamar nada, del mismo modo, si con esos depósitos hay beneficios, éstos deberían ser pagados.

Quiero que conste que el saldo de mi cuenta llegó a superar los 20000 euros, pero creo que lo justo es reclamar la cantidad que había en la cuenta en el momento que el casino contacta conmigo tras mi solicitud de cierre. 

Estoy seguro de que si mi saldo hubiera sido 0, en vez de pasar a ser VIP, la cuenta se hubiese cerrado en ese momento.

I want to make it clear that Zoccer Casino just offered me €1500 to settle the complaint. Of course, I rejected it.

As I said in the previous message, I'm claiming what I consider fair. I don't want the current €1,500 or the over €20,000 balance I had. In my opinion, the account should have been blocked the moment the casino responded to my request for permanent closure, and at that time there was exactly €17,500. (I insist that I have a screenshot that proves this.)

In cases like these, where a player requests assistance, a casino that claims to be committed to responsible gambling should protect the customer and freeze their balance.

Quiero que conste que zoccer casino acaba de hacerme una oferta de 1500 euros para cerrar la queja. Por supuesto, la he rechazado. 

Como dije en el mensaje anterior, estoy reclamando lo que considero justo, no quiero ni los 1500 euros de ahora ni los más de 20000 euros que llegué de saldo. Bajo mi punto de vista, la cuenta debió bloquearse en el momento en el que casino respondea mi solicitud de cierre permanente, y en ese momento había exactamente 17500 euros. (Insisto en que tengo una captura de pantalla que lo demuestra)

En casos como estos, en los que un jugador solicita ayuda, un casino que se declara comprometido con el juego responsable debería proteger al cliente y bloquear su saldo

Dear tirion365,

I would like to inform you that the casino has contacted me by email with a brief message stating that they have sent you an email, apparently referring to the compensation offer.

I have already followed up with the casino and requested further clarification. I am currently awaiting their response and will inform you of any updates as soon as I receive them.

Thank you for your patience and cooperation.

Indeed, the casino has offered to refund my deposits, as if it were a simple delay in closing an account, but that's not what I'm fighting for.

From my point of view, casinos cannot be allowed to act with total impunity.

What will happen the next time a player in trouble wants to block their account and has a balance? Well, the casino will do absolutely nothing; they'll just wait for the player to lose their money. Then, in the worst-case scenario (if the player even complains), they'll offer to refund the deposits, and that's that. It's a perfect plan for the casino.

Efectivamente, el casino se ha ofrecido a devolverme los depósitos, como si fuese un simple retraso a la hora de cerrar una cuenta, pero no es eso por lo que estoy luchando.

Bajo mi punto de vista, no se puede permitir que los casinos actuen con total impunidad.

¿Qué sucederá la próxima vez que un jugador con problemas quiera bloquear su cuenta y tenga saldo? Pues que el casino no hará absolutamente nada, solo tiene que esperar a que el jugador pierda su dinero. Después, en el peor de los casos ( si es que el jugador reclama), se ofrecen a devolver los depósitos y todo solucionado. Es un plan perfecto para el casino

The casino claims to be committed to responsible gambling, but its actions indicate otherwise.

When a player informs them of their gambling addiction, not only do they not block their account because it has a balance (as they acknowledge), but on top of that, when they respond to closure requests, they name them VIP and offer them bonuses when they lose money.

They've had over a month and a half to provide explanations, but their communication has been limited to a brief message offering to refund deposits. As always, the casino wins, and the player is left helpless.

El casino afirma estar comprometido con el juego responsable pero su actos indican lo contrario.

Cuando un jugador les informa de su adicción al juego, no solo no bloquean su cuenta porque tiene saldo ( tal y como reconocen) si no que encima, cuando responden a las solicitudes de cierre, lo nombran VIP y le ofrecen bonos cuando pierda el dinero.

Han tenido más de un mes y medio para dar explicaciones pero su comunicación se ha limitado a un escueto mensaje ofreciendose a devolver los depósitos. Como siempre, el casino gana y el jugador está indefenso.

Dear tirion365,

I sincerely apologize for the delay in my response, as I was attending a conference.

Regarding your case, the casino has once again provided a brief summary of what they offered you and their reasoning behind it. However, from our perspective, I agree with your position that if the casino failed to apply the self-exclusion after receiving and acknowledging your request, any refund should also include the balance that was present in your account at the time the self-exclusion request was made.

I have therefore requested additional details from the casino and will keep you informed about any further developments and the next steps in the process.

Thank you for your patience.

Hello Kubo.

I have a question. On April 22nd, before requesting the closure of my account, I had a problem with the gaming provider. I won two bets (worth €2200) but the winnings were not credited to my balance.

I contacted the casino and they asked for all the details (ID of both bets, game type, provider, time, amount wagered, etc.), which I provided. Months have gone by and their only response has been, "The relevant department is investigating and we will contact you as soon as possible." Now, for the last few weeks, they haven't even responded.

I tried to create another dispute, but the system doesn't allow two disputes with the same casino simultaneously. I'd like to know if this issue can be addressed in this thread or if I have to wait until the current complaint is resolved.

Thanks for everything.

Hola Kubo.

Tengo una consulta que hacer. El día 22 de abril, antes de solicitar el cierre de mi cuenta, tuve un problema con el proveedor de juegos. Hubo dos jugadas que gané ( por valor de 2200 euros) y no se acreditaron a mi saldo.

Contacté con el casino y me pidieron todos los datos ( id de las dos jugadas, tipo de juego, proveedor, hora, monto apostado,…) y se los facilité. Van pasando los meses y su única respuesta ha sido " el departamento correspondiente lo está investigando y contactaremos contigo lo antes posible", ahora, desde hace unas semanas, ya ni me responden.

He intentado crear otra disputa pero el sistema no permite tener dos disputas con el mismo casino de manera simultánea. Me gustaría saber si este problema se podría gestionar en este hilo o si debo esperar a que finalice la queja actual.

Gracias por todo.

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.

Dear tirion365,

I would like to inform you that I requested additional evidence from the casino two weeks ago in order to assess the matter further. I am still awaiting their response, despite having already sent two reminders. I therefore hope they will provide the requested materials as soon as possible.

Since the casino currently does not have a representative account registered on our website, the communication is continuing solely via email.

Regarding your latest question, once I receive and review the necessary materials, I will also address this issue accordingly.

Thank you for your continued patience.