Zoccer Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de autoexclusión.

I am submitting this complaint because I have repeatedly asked Zoccer2.com to permanently close my account due to gambling addiction, but my requests have been ignored.

From the very beginning, I clearly informed the casino that I am struggling with gambling addiction and that I do not want to continue losing money. I explicitly requested permanent account closure and self-exclusion multiple times through live chat and support.

Instead of helping me or taking my situation seriously, the casino continued sending me promotional offers, bonuses, and advertisements encouraging me to keep playing. My account remains open even after many requests to close it.

Every time I contacted live chat, I was told that the email support team would urgently handle my request and contact me immediately. However, days passed and nothing happened. No real action was taken, and my account stayed active.

Because of this delay and negligence, I continued gambling and lost even more money during a period where I was already emotionally struggling and asking for help. This situation has been extremely difficult for me.

I believe the casino failed to act responsibly after being informed about my gambling addiction and failed to provide proper player protection. Ignoring repeated self-exclusion requests while continuing to send promotional offers is unacceptable.

I am asking for assistance in resolving this matter and ensuring my account is permanently closed immediately.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zoccer Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at support@zoccer.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Zoccer Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Mesimesi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I unfortunately deleted my email account. The casino blocked me and then unblocked me without asking any questions, and then I relapsed and lost money again. This casino is a fraudulent casino.

Guten Tag, ich hab leider mein email Postfach gelöscht. Das Casino hat mich gesperrt und mich dann einfach ohne Fragen wieder entsperrt und dann bin ich rückfällig geworden und hab wieder Geld verloren. Das Casino ist ein Betrüger Casino.

Thanks for your reply.

• Could you please confirm you sent a new self-exclusion request to support?
• Was your account closed as a result?

Please let me know.

I wrote several times. The account was closed again. But they took their sweet time. I've already submitted a refund request, but it's being ignored. No response. They're just stalling.

My account was closed after I said I was addicted. It was then reopened a few days later due to technical problems.

Ich hab mehrmals geschrieben. Das Konto wurde erneut geschlossen. Aber die haben sich sehr viel Zeit gelassen. Ich hab bereits ein Antrag auf Rückerstattung gestellt. Aber es wird ignoriert. Man bekommt keine Antwort. Man wird nur hingehalten.

mein Konto wurde geschlossen nach dem ich gesagt hab ich sei süchtig. Darauf hin wurde es paar Tage aufgrund technischen Problemen wieder geöffnet.

Thanks for your patience.

Based on the communication provided, we can't conclude that you informed the casino of your gambling issues.

Without relevant evidence, the casino should have protected you. We are unable to confront them regarding any refund of funds that were lost due to gameplay.

• Is it possible for you to restore deleted emails from your email provider and provide them to me as evidence, by chance?
• Have you kept the ticket number you received from support after you contacted them regarding your gambling issues?

Looking forward to your reply.

Dear Mesimesi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I write to the casino every day, requesting a copy of the correspondence. They're completely ignoring me. They're required to provide this information upon request. I keep following up, but nothing happens. What should I do?

Ich schreibe dem Casino tagtäglich um bitte die um den Schriftverkehr. Die ignorieren mich komplett. Die müssen diese Daten ja auf Anfrage bereitstellen können. Ich hake immer wieder nach aber es kommt nix. Was soll ich tun?

Dear Mesimesi,

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, Martin (martin.l@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,

Tomas

Hello Mesimesi,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Zoccer Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the player's account reopened?

Additionally, could you please provide us with a copy of the player's deposit history?

Thank you in advance for providing us with your view of the issue.

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 Mesimesi,

thank you for your patience. I understand this matter is taking much longer than expected, but I have decided to extend the timer again, as I want to explore some other ways to establish contact with the casino. In case we do not receive a response, I will be forced to close the complaint as unresolved with a penalty to the casino's safety index.

If there are any new developments on the matter, please keep us updated.

Dear Mesimesi,

Unfortunately, despite our repeated attempts to contact the casino through several available channels, we have not received any response regarding your complaint. Without the casino’s cooperation, we are unable to properly investigate why your account was reopened, review the relevant responsible gambling records, or determine the exact amount of losses incurred afterward.

As we have already extended the response period several times and exhausted the available means of contact, I am now forced to close the complaint as unresolved due to the casino’s failure to respond. The complaint will negatively affect the casino’s Safety Index on our website.

I understand that this is not the outcome you were hoping for, and I am sorry that we could not help you obtain a direct resolution. Should the casino decide to respond at a later stage, we remain open to reopening the complaint and continuing the investigation.

Thank you for your patience and cooperation throughout the process.

Best regards,

Martin