The player from Germany faced issues withdrawing his winnings of almost €800 from Zoome casino after his account was deactivated. Despite providing multiple proofs of address, including a certificate of residence, all submissions were rejected, and he could no longer access live chat or receive email responses. The player failed to respond to the Complaints Team's inquiries and reminders requesting additional information and communication with the casino. Consequently, the complaint was closed due to lack of cooperation, but the player could reopen it if he chose to resume communication.
Zoome Casino - Player's account has been closed.
Opened
Current status
Waiting for Casino Guru to reply
2d 5h 52m 46s
Zoome Casino
Safety Index 8.8 HighCase summary
Discussion
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1 month ago
Translation
Hello dear Casino Guru team,
After winning at the Zoome casino website, I wanted to withdraw my winnings of almost €800. My deposit was made using crypto, so I also wanted my withdrawal to be processed via crypto.
For verification purposes, I was asked to submit proof of address. I initially submitted this in the form of my bank statement (no more than two months old). Since this was rejected on the grounds that it was not original, I sent all three of my last bank statements for verification. These were also rejected on the grounds that I should not alter the document, even though it had not been altered.
I then obtained a certificate of residence from my local citizens' office for €9 and sent it as a scanned PDF document. This was also rejected.
My account was subsequently deactivated. I can no longer access the live chat either, as my messages are not being sent despite having an internet connection. Attached are two screenshots with timestamps.
Two days ago I also sent an email, but I haven't received a reply to that either.
I don't know what to do.
I need your help.
Many greetings
Leon
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1 month ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear Leonmesserblabla,
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 how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me all relevant communication with the casino? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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1 month ago
Dear Leonmesserblabla,
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.
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4 weeks ago
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,
Jean
Casino.Guru
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2 weeks ago
We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help reach to a satisfactory conclusion.
Dear Leonmesserblabla,
Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further.
Please share with me all relevant communication with the casino, especially the issues with verification.
Thank you in advance.
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2 weeks ago
TranslationHello dear Casino Guru team,
Attached is the email exchange between me and Zoome Casino.
In the last message (see message from July 13th), Zoome Casino claims that it is not possible to withdraw the remaining balance, which I cannot understand.
I acted in accordance with the casino's guidelines and did not violate them. The money was won legally and should therefore belong to me.
I am desperate and have no other option but to turn to you.
I hope you can help me.
Best regards
[redacted]
Edited by a Casino Guru admin
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1 week ago
Thank you for the update.
Could you please let me know how long you had been a player at the casino before your account got blocked?
You mentioned that your documents got rejected during KYC (Know Your Customer) verification. Do I understand correctly that you did not pass account verification before your account was blocked? For an independent review, please forward all correspondence with the casino regarding KYC verification.
