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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

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.

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

Hallo Karla,

vielen Dank für Ihre Nachricht.

Mein Fall wird bereits in einem anderen Thread bearbeitet:

(https://de.casino.guru/beschwerden/zoccer-casino-die-auszahlung-des-spielers-verzogert)

Es tut mir leid, dass dadurch versehentlich zwei offene Vorgänge entstanden sind. Das war nicht meine Absicht.

Bitte führen Sie die weitere Bearbeitung im bereits bestehenden Thread fort. Vielen Dank für Ihr Verständnis.

PS: Nein, sowohl meine 2 offenen Auszahlungen sind noch nicht bearbeitet und auch nicht die angebliche Überprüfung meiner vollständig hochgeladenen Dokumente für die KYC-Verifizierung. Das Ganze ist jetzt über 2 Wochen her!

Mit freundlichen Grüßen

Hakan

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.