Zoome Casino - Player’s account has been closed.

Hello,

I would like to file a complaint regarding Zoome Casino. My account was recently locked, and I was informed by their support representative "Vanessa" that it was due to a violation of their bonus Terms and Conditions specifically points 9 and 10. However, I believe I did not violate any rules, and I have not received any clear explanation or evidence from the casino.

Here are the key facts:

My account was fully verified.

I had a balance of 3,800 CAD from winnings.

I was informed that my account was locked and the winnings were removed.

I was not given specific details about what rule I allegedly violated.

I requested clarification and asked about the status of my funds multiple times, but was only referred back to their general bonus T&Cs.

This feels unfair and non-transparent. I complied with all rules to the best of my knowledge and successfully verified my account. I am seeking assistance to recover my 3,800 CAD in winnings or, at the

very least, a fair investigation and explanation.

Thank you for your support in resolving this matter.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Which bonus did you play with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Also, can you please clarify when exactly you lost access to your casino account?

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

Best regards,

Kristina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Just played slots and risked my own money doing it if I lost they never said anything.

I think no bonus might be the welcome bonus not sure. I never broke a rule.

They locked me out disabled account.

When does the zoome casino enters?

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They told me everything in the chat I didn't saved it. Do you want me to go in the chat again?

I found something I send it now

Did you receive it?

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear pragstert,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Zoome Casino to join this conversation and assist in addressing the complaint.

Dear Zoome Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Why they not comment I did nothing wrong.

Hi aren't they coming.

Hello,

We have taken the complaint into review. We will carefully examine the situation regarding the customer and get back to you with detailed information.

What is this for delay again?? Casino guru can zoom just keep delaying with no issues??

Dear Zoome Casino,

Thank you for your message.

We would kindly request an update on the status of your review regarding the customer’s situation.

We look forward to your detailed response.

Hello,

This player was identified by the platform as a bonus abuser, and their account was blocked in accordance with the company’s rules.

Dear Stefan, we are currently awaiting the complete report from the relevant department regarding this customer’s account blocking. The information will be shared with you in due course once the review has been finalized.

Dear Zoome Casino,

Thank you for your response and for the information provided regarding the player’s account status. I appreciate your cooperation and the clarification concerning the ongoing review.

Please inform me once the complete report and supporting evidence from the relevant department become available. You may send the documentation directly to my email address at stefan.m@casino.guru.

Your assistance in this matter is greatly appreciated, and I look forward to receiving your update once the review has been finalized.

Bonus abuser? You mean I follow all the rules at the casino terms and you block and don't pay me the money.

Every money you instantly get. I click and win a big amount how is that bonus abusing? I risk all my money.

Any update I see there full of complaints online only for the same reason there is something wrong with this casino.

Hello, Stefan

Since the player’s account was suspended on the platform’s side, unfortunately, we are unable to provide all the necessary evidence due to privacy and data protection policies.

However, we have decided to refund the remaining balance to the player as a goodwill gesture in order to ensure a fair and positive resolution of this complaint.

We are currently waiting for feedback from the platform representative regarding the account reactivation. Should the account remain locked, we will contact the player directly via email to request the payment details for the refund.

Dear Zoome Casino Team,

Thank you for your update regarding the player’s account and the planned refund.

Could you please confirm whether you have received any response from the platform representative concerning the account reactivation?

I look forward to your reply.

I not have receive my refund or an email how long will this take?

Hi same here I am getting blunt messages that everything will be handled within guru forum.

Hello, Prag

Thank you for your message.

Please note that all communication and clarifications regarding your complaint, including any potential resolutions or payments, are handled exclusively through the Casino Guru platform. We are unable to discuss or provide updates on this matter outside of the Casino Guru complaint thread.

We kindly ask you to continue following the case on the Casino Guru website — all official information and further instructions will be published there in accordance with their procedures.

Thank you for your understanding and cooperation.

Sincerely,

Zoome Customer Support

Hello, Stefan

We are still in discussions with the platform regarding the resolution of this situation.

We need some additional time to finalize all the details and proceed with the refund to the customer.

Dear Zoome Casino,

I will extend the timer by an additional seven days. Kindly keep us updated on any developments.

I look forward to your response.

Hello how log would this take again?

Still no responds? Can we move it somehow casino guru?

Dear pragstert,

I kindly ask for your patience, as the casino has up to seven days to respond to the complaint thread.

Thank you for your understanding and cooperation.

1 day left what will happen?

Hello, Stefan

The deducted funds will be returned to the player. In order to process the refund, we require the recipient’s payment details. A request for this information has been sent in a separate email to the address registered on the player’s account. The refund procedure will be initiated once the required details are received from the player.

Email has been send please send it back the same way I deposited thank you so much for your fair play.

I hope you will do it today.

Dear pragstert,

I hope this message finds you well. I would like to inquire whether there have been any updates regarding the withdrawal from the casino.

I look forward to your response.

Waiting for the refund after they paid you can close.

Dear Pragstert,

Could you please confirm whether you are still waiting for the refund? We would appreciate it if you could keep us informed about any updates regarding this matter.

I look forward to your response.

I am still waiting

Dear Zoome Casino,

Could you please inform us when the player’s refund will be credited to their casino account and made available for withdrawal?

I look forward to your response.

Yes please I am waiting.

Hi Stefan,

The funds are already in the player's game account, the refund process has begun. Due to the large amount of the refund, several transactions will be performed. The player has provided all the necessary information for the refund.

According to the available information, the player has already received the first part of the funds. The process of further refunds is also underway.

Dear pragstert,

Could you please confirm this information? Could you let us know how much you have received from the casino so far? I look forward to your response.

Hello, Pragith 

Thank you for your inquiry.

We would like to inform you that your refund is currently being processed. Due to the large amount of the refund, it has been split into several separate transactions - this is standard procedure for large payouts.

Please be patient. All parts of the refund are already being processed, and you will receive them as soon as each transaction is processed.

We appreciate your understanding and are always happy to help if you have any additional questions.

Sincerely,

Zoome Customer Support

Still haven't received any funds.

Hello pragstert,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Pragstert,

Could you please confirm whether you have received any payments so far?

I look forward to your response.

Dear pragstert,

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 recveived some but not all please keep the complaint open.

Dear Pragstert,

Could you please confirm the total amount you have withdrawn so far, as well as your remaining balance at the casino?

I look forward to your response.

Dear pragstert,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru