Zoome Casino - Player's account has been closed.

Hallo liebes Casino-Guru-Team,

nachdem ich auf der Website von Zoome beim Casino gewonnen habe, wollte ich den gewonnen Betrag von knapp 800€ auszahlen. Einzahlung erfolgte über Krypto, sodass auch meine Auszahlung per Krypto erfolgen sollte.

Zur Verifizierung wurde ich aufgefordert einen Adressnachweis einzureichen. Diesen habe ich zunächst in Form meines Kontoauszugs (maximal 2 Monate alt) eingereicht. Da dieser nicht akzeptiert wurde mit der Begründung, es sei nicht original, habe ich alle letzten 3 Kontoauszüge zur Verifizierung gesendet. Auch diese wurden mit der Begründung abgelehnt, ich solle das Dokument nicht verändern, obwohl das nicht verändert wurde.

Daraufhin habe ich mir in meinem örtlichen Bürgerbüro eine Einwohnermeldebescheinigung für 9€ geholt und als gescanntes PDF-Dokument abgeschickt. Auch dies wurde abgelehnt.

Im Anschluss wurde mein Konto deaktiviert. Auch der Livechat ist für mich nicht mehr erreichbar, da meine Nachrichten trotz vorhandener Internetverbindung nicht abgeschickt wird. Anbei zwei Sreenshots mit Zeitangaben.

Vor 2 Tagen habe ich dann auch eine Mail geschickt, auch darauf habe ich noch keine Antwort erhalten.

Ich weiß nicht, was ich tun soll.

Ich bitte um eure Hilfe.

Ganz viele Grüße

Leon

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.

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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

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.

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

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.

Hallo liebes Casino-Guru-Team,

anbei befindet sich der Emailverlauf von mir und dem Zoome Casino.

In der letzten Nachricht (siehe Nachricht vom 13.Juli) behauptet das Zoome-Casino, dass es nicht möglich sei, das verbleibende Guthaben auszuzahlen, was ich nicht nachvollziehen kann.

Ich habe nach den Richtlinien des Casinos gehandelt und nicht gegen diese verstoßen. Das Geld wurde rechtmäßig gewonnen und sollte mir damit zustehen.

Ich bin verzweifelt und habe keine Möglichkeit mehr, als mich an euch zu wenden.

Ich hoffe ihr könnt mir weiterhelfen.

Mit freundlichen Grüßen

[redacted]

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.

Hallo liebes Casino-Guru-Team,

ich schätze, dass ich circa 1-2 Monate bei Zoome gespielt habe, vielleicht auch etwas länger, bevor das Konto gesperrt wurde.

Richtig, alle Dokumente, die meine Adresse verifizieren konnten, hat das Zoome-Team abgelehnt. Ich habe mehrere Kontoauszüge, nicht älter als 3 Monate, versendet. Da diese alle nicht angenommen wurden, habe ich mir im Bürgerbüro meiner Stadt eine Einwohnermeldebescheinigung ausstellen lassen und diese anschließend zur Adressverifizierung geschickt. Allerdings wurde auch die Bescheinigung nicht akzeptiert.

Gerne schicke ich Ihnen die Kontoauszüge, sowie die Meldebescheinigung und eine Kopie meines Ausweises.

Die Korrespondenz mit dem Casino per Mail, habe ich Ihnen bereits als Screednhot geschickt. Gerne schicke ich diese nochmal per Mail.

Vielen Dank für die Unterstützung!

[redacted]

According to the email sent from the casino, your account was blocked due to a bonus violation. Which bonus did you use? Please provide a screenshot or the link to the bonus.

To find out why your KYC verification failed, please send the complete correspondence between you and the casino. I kindly request that you forward me the complete email threads. Please do not send screenshots, but the original, uncropped email messages instead so it is easy to see the dates and follow the conversation.

Additionally, please forward all documents in the same format that you sent to the casino for verification for an independent review.

Hallo Jean,

vielen Dank für deine Mithilfe in diesem Fall.

Ich habe den gesamten Chatverlauf mit dem Zoome-Team an deine Mail jean.s@casino.guru geschickt.

Die Dokumente zur unabhängigen Prüfung sollten Sie ebenfalls in einer weiteren Email erhalten haben.

Der gespielte Bonus war der Willkommenbonus. Dieser wurde rechtmäßig umgesetzt. Screenshots sind nicht vorhanden.

Mit freundlichen Grüßen

[redacted]

Dear Leonmesserblabla,

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, Barborka, (barbora.p@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,

Jean

Dear player,

My name is Barbora, 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.

Dear Barbora,

Thank you for raising this matter publicly, and for giving us the opportunity to clarify the situation.

Upon reviewing the case, our compliance team found that the address provided by the player during registration did not match the address confirmed through the verification documents submitted afterwards — the discrepancy was not a minor character-level typo, but a completely different address altogether.

While the player has stated that this was an accidental typing error, the scale of the discrepancy is inconsistent with a simple keyboard mistake, as a full address (not a digit or letter) was entered incorrectly. As a result, our team was unable to reliably confirm the player's identity and place of residence, which is a mandatory part of our Know Your Customer (KYC) verification process as a licensed operator.

In accordance with our Terms and Conditions (Anti-Fraud Policy, sections 9.1–9.3), we reserve the right to suspend or close a Player Account and to withhold or void the associated balance where we are unable to verify a player's identity to the required standard, or where there are reasonable grounds to suspect that inaccurate or misleading information was submitted during registration. The action taken on this account was made strictly in line with these provisions and our regulatory obligations.

We remain open to reviewing any additional documentation the player can provide (e.g. proof of address matching the account details) that reasonably explains the discrepancy. Should such verification be provided and confirmed, we will reassess the case accordingly. Until then, our decision remains in place

Dear Zoome Casino,

Thank you for the clarification.

I understand that the main concern is the difference between the address entered during registration and the address shown on the player’s documents. The player has explained that the registered address was entered incorrectly by mistake.

Since you mentioned that you are open to reviewing additional documentation, could you please let us know what the player can provide to clarify this discrepancy and allow you to reassess the case?

If there is any specific document or information you need from him, please let us know and we will ask him to provide it.

Thank you for your cooperation.

Dear Barbora,

To clarify our request: we are not asking the player to provide proof of a new or "corrected" address. We need him to provide proof of address for the exact address currently listed in his account profile — i.e., the address that was originally entered at registration.

This is not a case of a minor typographical error, as the address entered differs entirely from the address shown on the player's identity documents. For this reason, our review needs to establish whether the originally registered address is genuine and can be substantiated with supporting documentation, rather than simply accepting the player's explanation of what occurred.

If the player is unable to provide any documentation supporting the address currently on file in his profile, this will be treated as further indication that inaccurate information was submitted at registration, in accordance with our Anti-Fraud Policy (clauses 9.1–9.3).

Please advise the player accordingly and let us know if any further clarification is needed.

Dear Zoome Casino,

Thank you for the clarification.

Before we ask the player to provide any further documents, could you please clarify whether the balance was confiscated due to the address discrepancy, the previously mentioned breach of rule 9.4, or both?

Regarding the address issue, could you please provide evidence showing the address that was entered during registration?

Also, if the confiscation was partly or fully based on the alleged bonus violation, please clarify which rule was breached and provide the relevant evidence supporting this claim.

As this information may contain private account details, you can send it directly to me at barbora.p@casino.guru.

Hello Barbora!

We sent you an email with a description of the situation and proofs.

Hello Leonmesserblabla,

We would like to update you that due to Barbora, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Barbora 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 Barbora will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Zoome Casino,

Thank you for the information. I’ve sent you an email regarding the evidence provided and would appreciate it if you could check it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi,

We have replied to you via email and are currently awaiting your response.

Alternatively, please provide the user’s details that would allow us to identify the account associated with this complaint and investigate the matter further.

Thank you.

Hello Leon,

Could you please provide the email address and username/ID you used when registering your account with Zoome Casino? This should help the casino identify your account and investigate the case further.

Thank you.

Hi Zoome Casino,

The player has now provided the email address used for the account. Could you please check if you’re able to locate the account using this information and let us know if anything else is needed?

Dear Casino Guru team,

Thank you for reaching out and for the opportunity to clarify the situation regarding this complaint.

The player's account was blocked following a review by our risk team, which identified activity consistent with bonus abuse. As a result, the account has been closed for further play.

Regarding the player's funds: the balance was withheld because the player has not completed the verification process. Verification was requested in May, and to date the player has not provided the required documents. In accordance with sections 8.4, 9.3 and 11.2 of our Terms and Conditions, withdrawals cannot be processed until the account is fully verified.

To complete verification, the player needs to provide a valid Proof of Address (e.g. a utility bill or bank statement issued within the last 3 months, showing the player's full name and residential address) by email to support@zoome.casino.

Once the document has been received and successfully verified, we will proceed with the refund to the player.

We remain available for any further questions and will keep you updated on the progress.

Dear Zoome Casino,

The player has sent the requested document, could you please check whether you received it and let us know if it is sufficient for verification?

Dear Casino Guru team,

Thank you for your patience. We would like to update you on the current status of the player's verification.

The player has submitted a Proof of Address document to our team. Unfortunately, the document could not be accepted, as our verification check revealed signs that the file had been digitally modified after it was originally issued. We are unable to accept documents that show signs of alteration, as we cannot confirm their authenticity.

We would like to give the player another opportunity to complete the verification. To do so, the player can provide one of the following to support@zoome.casino:

- the original, unedited PDF of a utility bill or bank statement, downloaded directly from the issuer's website or online banking, issued within the last 3 months; or

- a clear photo of the original paper document showing all four corners, with the player's full name and residential address visible.

Once a valid document is received and successfully verified, we will proceed with the refund as previously stated.

We will keep you informed of any further developments.

Hi Leon,

The casino has informed us that they couldn't accept your latest bank statement because they found signs of digital modification.

They are willing to give you another chance, so please send them either the original PDF downloaded directly from your online banking or a clear photo of the original paper document, showing all four corners. The document must be issued within the last 3 months.

Please also send me a copy at barbora.p@casino.guru so I can take a look. Thank you.

Guten Tag Barbora,

ich habe dem Casino meinein Kontoauszug nochmals gesendet. Diesmal haben sie den Kontoauszug akzeptiert.

Bevor die Auszahlung veranlasst wird, soll ich jedoch einoge Naxhweise liefern.

Von Name bis Adresse auch meine IBAN und BIC.

Dies macht mir den Eindruck, als würden Sie mir das Geld per Banküberweisung senden. Diese Ein- und Auszahlungsmethode habe ich nie genutzt und möchte ich dafür auch nixht nutzen.

Ich habe immer über Krypto eingezahlt und möchte auch nur über Krypto mein Geld ausgezahlt bekommen.

Ich bin per Mail mit dem Casino und werde dich auch weiter auf dem Laufenden halten.

Vielen Dank für deine Hilfe. Das Casino scheint durch deine Hilfe tatsächlich dazu bereit zu sein, mir das Geld auszuzahlen. Vielen Dank!

Dear Zoome Casino,

The player forwarded me the email he received from your support team offering to return his deposit. Could you please confirm the amount and explain why the remaining winnings are excluded?

He would prefer to receive the payment in crypto, as this was how he deposited. Is this possible? If a bank transfer is required, could you please explain why?