Zoome Casino - Player believes that their withdrawal has been delayed.

I have been requesting my winnings of $400 for over a week. .I gave all details requested. Passport, bank card, bank account picture of me holding passport. I'm very distressed about this as that's very personal information I've given yet they continue to tell me I haven't sent a picture clear. Eg., I sent a full picture of my bank card then they wrote back and said I was only to send card number and expiry date,so I did that... Still nothing. Then they returned the $400 to my online account hoping I would use it. Once again I pressed withdraw funds,then they told me I had to fill details and I did so. Still nothing. I have read other people's reviews and so many have had same problem where they haven't received there monies owed to them. I even read that one lady left the game as it had been 5 weeks and they were doing the same thing to her,but hers was $1,000. This was more a test for me to see if they really do pay what you win. If I'm struggling to receive $400 imagine if it was a larger amount? This company is a Scam in my eyes and using everything they can to stall on making a payment so you get fed up and leave. This is so wrong taking advantage of innocent people.... There quick at taking your money,but do everything to avoid payouts!!!!

Dear Isabelle1967,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Isabelle1967,

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.

After many attempts still nothing. I can't begin to tell you the numerous identification I have submitted to them and they continue to make excuses like all four corners aren't in the pic, account number not clear.. I work in gaming,and this is disgusting behaviour for $400 withdraw... Can't begin to imagine those poor people with bigger wins. I've read lots of people don't get there winnings....They make it as difficult as they can so you give up. They keep putting the $400 Into the playing account so you get tempted to play... This is disgusting behaviour on there behalf.... Now it's not about the money,it's about them being fraudulent with money ... I do intend to take this further,as I have multiple health issues and this has really been distressing.,. So wrong... I will get legal advice on how to close this Casino down,and stop them doing this to innocent people.... I believe

there are other casino games online that pay funds immediately just as easy as when you deposit money. Being in the gaming industry I will make sure no one plays with that stupid casino again..,... Fraudulent!!!

Dear Isabelle1967,

Would it be possible to forward the communication between you and the casino related to this case to [email protected] for further review?

Awaiting your response.

Regards,

Nick

Dear Isabelle1967,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.