Zoome Casino - Player’s account has been closed.

I created an account at zoome casino on April 14th, 2026 I used the first deposit welcome bonus I’ve never had an account with them before. I deposited $500 and won over $15,000 CAD I submitted all my documents and my account was verified I withdrew 2 times from my winnings as the daily limit is $1,125CAD everything was fine I tried to log in and withdraw some more but it said my account was disabled. I talked to someone over chat and they said my account was disabled due to violating terms and conditions 9.4 which I read and doesn’t make any sense this is my first time opening an account at this casino I have opened account at other casinos I believe are from the same provider Dama N.V but it didn’t say anywhere that is not allowed.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. I checked the General T&Cs, and I found this:

9.4. The Casino will void any bonus, free spins, or winnings if we determine that you have abused a promotion. "Abusing a promotion" includes, but is not limited to:

a) Placing maximum allowable bets on high-variance games solely to inflate wagering requirements;

b) Reducing stakes after a large win and switching to low-variance games to meet wagering terms;

c) Depositing only to claim bonuses without making any real-money deposits;

d) Maintaining a deposits-to-bonus ratio exceeding 50%;

e) Delaying play until wagering requirements expire or manipulating game rounds (e.g., leaving high bets on the table and returning after requirements are met);

f) Using multiple accounts (including shared IP or device) to claim duplicate welcome offers or free spins;

g) Exploiting any software bug or glitch to extract monetary value.

May I ask a few questions to better understand the situation?

• Do I understand correctly that you are not aware of breaching any of the listed points?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• When was your account closed?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I did not breach any of those I only played one slot as I was winning on it. My account was closed yesterday. I just got an email from them I will attach it here.

Here is another screen shot of what they said when I told them to explain to me how I violated the terms and conditions.

Hello any response?

Dear Salah12,

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, Mirka (miroslava.d@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,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Zoome Casino representative to join this conversation.

Dear Zoome Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello Mirka,

We have taken the complaint into review.

We will carefully examine the situation regarding the customer and get back to you with detailed information.

Dear Zoome Casino,

We will be waiting for your update.

Thank you for your cooperation.

Hello, Mirka.

The requested information has been sent to your email.

Kindly ask you to check your email inbox.

Thank you for your cooperation.

Dear Salah12,

Could you please answer these questions?

• Have you used VPN while accessing Zoome Casino?
• Have you created multiple accounts at this casino?
• Which devices and internet connections you used to access this casino?
• Is there anyone else in your household, or someone you know, that has an account in this casino?
• Have you used someone else's device to login into your casino account, or did someone else use your device to log into their account?

Thank you for your answers.

I do have VPN on it as a phone paid by my company that I work for but the VPN is still based in Canada. No I don’t have any other accounts. My cousin I think has played at this casino before but we live at different addresses. I have not heard anybody’s else’s account to log into my account or vice versa.

They paid me $2300 from my winnings before they closed my account if there was an issue with IP addresses or duplicate accounts wouldn’t it have been caught before they paid me. And they told me the issue was from the platform not zoome casino exclusively

Dear Zoome Casino,

I sent you an email with request for further evidence.

Please check your inbox and provide requested information and evidence at your earliest convenience.

Hello, Mirka.

We would like to inform you that we have received your letter and are currently collecting all the requested information.

Dear Zoome Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide the requested evidence at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient evidence n in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, Mirka.

The requested information has been sent to your email address.

Kindly ask you to check your email inbox.

Thank you for your cooperation.

Can you please let me know what violations I have broke?

Dear Salah12,

Can you please confirm, that you are from United States (Michigan), as you inserted into CMS? If it is different, please send me evidence (official document confirming your address) to miroslava.d@casino.guru for review.

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

I was in the states at the time of when I submitted this complaint for a work trip I’m back in Canada now. I will send proof to your email.

Dear Salah12,

After review of evidence provided by the casino and you, we have reasonable grounds to believe, you engaged in creation of multiple accounts to gain an unfair advantage, as well as manipulation of the document.

This is a behavior, that is strictly prohibited in online casinos generally, and it is also against our Fair Gambling Codex, that is why cannot help you in this case.

If you disagree with our decision, feel free to submit the complaint to the regulator, however I am afraid, their opinion would not be different. You can find more information on how to properly submit a complaint to the regulator here.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka