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

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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.