Zoome Casino - Player requests refund after casino accepts deposits while self-excluded.

Subject: Refund request – Zoome Casino accepted deposits despite gambling addiction and self-exclusion

Dear Casino Guru Complaint Team,

I am asking for your assistance regarding a dispute with Zoome Casino (Novatrix SRL).

I am a resident of Germany and suffer from gambling addiction. Before the events described below, I had already activated a voluntary self-exclusion through the German OASIS system because of my gambling addiction.

On 6 and 7 July 2026, Zoome Casino accepted numerous deposits from me within a very short period. The total amount deposited was EUR 1,610.

After realizing the extent of my gambling behaviour, I immediately contacted Zoome Casino, explained that I suffer from gambling addiction, informed them about my active OASIS self-exclusion and requested a refund.

Zoome Casino rejected my request. Their response was that they operate under an international licence and are therefore not subject to the German OASIS system. They refused to reconsider my case despite the evidence I provided.

I have already submitted formal complaints to:

Tobique Gaming Commission (licensing authority)

Rapyd (payment processor)

I respectfully ask Casino Guru to review this case and assist in reaching a fair resolution.

I can provide:

Proof of my OASIS self-exclusion

Deposit history showing deposits of EUR 1,610

Email correspondence with Zoome Casino

Screenshot of the casino licence

Complaint dossier submitted to the licensing authority

Thank you very much for your assistance.

Kind regards,

[Redacted]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

It is important to clarify a key aspect of this case: Zoome Casino operates without a German license and is not regulated under the German gambling authority. This means the casino is not part of the OASIS self-exclusion system and is not legally required to perform OASIS checks or enforce exclusions registered within Germany.

The OASIS system applies strictly to operators licensed in Germany. Since Zoome Casino operates without a license, these protections do not extend to their platform.

While we fully acknowledge the seriousness of your situation and your mention of gambling addiction, from a regulatory standpoint, the casino did not breach any obligations related to OASIS, as they are not bound by German regulations.

For this reason, we are unable to support a refund request based on the failure to enforce the OASIS exclusion.

However, you also mentioned that you mentioned to the casino that you are a gambling addict.

• Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at attila.g@casino.guru.
• Did you make any deposits into this casino after you stated that you were addicted to gambling and requested account closure?

Thank you in advance for your cooperation.

Best regards,

Attila