Zoccer Casino - La cuenta del jugador permanece abierta tras solicitar su cierre.

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