Complaint #3
Zoccer Casino
Failure to process permanent selfexclusion request
2 weeks ago
Casino: Zoccer
Claim amount: NOK 25,347
I am submitting this complaint because Zoccer failed to act on my explicit request for permanent account closure and self-exclusion, which resulted in additional deposits and losses after my request had already been made.
On 14 July 2026, I sent Zoccer a written request making my decision clear. I requested that my account be permanently closed without delay if their retention offer was not immediately provided. The retention offer was never credited, and my account was not closed.
After this request, I contacted Zoccer live chat approximately six times and repeatedly requested permanent exclusion and immediate restriction of my account. Despite these requests, my account remained open and I was able to continue depositing and gambling.
On 22 July 2026, I sent a further formal complaint informing Zoccer that they had failed to act on my self-exclusion request and that I had deposited and lost additional money that would not have occurred if my account had been closed when first requested.
The total losses after my initial request for permanent closure amount to NOK 25,347.
Zoccer later requested my bank details, giving the impression that the refund process was being handled. However, on 5 August 2026, they processed only NOK 6,500 and stated that this completed all eligible refunds.
I dispute this decision. The NOK 6,500 payment does not correspond with my claim, and Zoccer has not provided a clear explanation of how this amount was calculated or which transactions it relates to.
The evidence available includes:
The original email requesting permanent account closure.
The follow-up email confirming that my account had still not been closed.
All live chat conversations where I requested permanent exclusion.
Complete transaction history showing deposits after my exclusion request.
All email correspondence with Zoccer.
Zoccer's decision to refund only NOK 6,500.
I request assistance from AskGamblers in obtaining a fair resolution and reimbursement of NOK 25,347, representing the losses incurred after my permanent exclusion request was not acted upon.
Claim amount: NOK 25,347
I am submitting this complaint because Zoccer failed to act on my explicit request for permanent account closure and self-exclusion, which resulted in additional deposits and losses after my request had already been made.
On 14 July 2026, I sent Zoccer a written request making my decision clear. I requested that my account be permanently closed without delay if their retention offer was not immediately provided. The retention offer was never credited, and my account was not closed.
After this request, I contacted Zoccer live chat approximately six times and repeatedly requested permanent exclusion and immediate restriction of my account. Despite these requests, my account remained open and I was able to continue depositing and gambling.
On 22 July 2026, I sent a further formal complaint informing Zoccer that they had failed to act on my self-exclusion request and that I had deposited and lost additional money that would not have occurred if my account had been closed when first requested.
The total losses after my initial request for permanent closure amount to NOK 25,347.
Zoccer later requested my bank details, giving the impression that the refund process was being handled. However, on 5 August 2026, they processed only NOK 6,500 and stated that this completed all eligible refunds.
I dispute this decision. The NOK 6,500 payment does not correspond with my claim, and Zoccer has not provided a clear explanation of how this amount was calculated or which transactions it relates to.
The evidence available includes:
The original email requesting permanent account closure.
The follow-up email confirming that my account had still not been closed.
All live chat conversations where I requested permanent exclusion.
Complete transaction history showing deposits after my exclusion request.
All email correspondence with Zoccer.
Zoccer's decision to refund only NOK 6,500.
I request assistance from AskGamblers in obtaining a fair resolution and reimbursement of NOK 25,347, representing the losses incurred after my permanent exclusion request was not acted upon.
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