Zoome Casino - Player’s account has been closed with winnings confiscated.

I am writing to express my concern and disappointment regarding the recent action taken against my account and the vague justification provided under their anti-fraud policy.

I have uploaded and info to get my account verified and then it was disabled and I received this mail. 

Hello, Geldon

Thank you for reaching out to us. We understand that this situation can be very disappointing, and we truly regret any frustration or confusion it may have caused.

We have thoroughly reviewed your case, and unfortunately, we had to apply our Terms and Conditions, specifically section 10, which states:

"The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions, including, but not limited to, the development of strategies aimed at gaining unfair winnings…"

Based on this, the decision was made to confiscate the winnings associated with the account. We understand that this may be upsetting, and we want to assure you that these decisions are made with the utmost care and in strict accordance with our policies.

Unfortunately, your account has been closed, and the funds have been deducted as per our procedures. If you have any further questions or would like to discuss this matter in more detail, please don’t hesitate to contact us. We’re here to help clarify any concerns you may have.

Sincerely,

Zoome Customer Support

I have been playing on their platform fairly and within the rules. However, I was surprised to learn that my account has been flagged for "suspected fraudulent actions" without any clear explanation or evidence. The reference to "the development of strategies aimed at gaining unfair winning" is extremely vague and, frankly, troubling.

Please help in getting some concrete information out of them and my winnings. 

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zoome Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being 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 the original emails from the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Please make sure the sender and recipient are identifiable.

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

Best regards,

Tomas

Good day Tomas, 

I have been a player from 22 April 2025 and my account was closed on 1 May. They asked me for many POA documents and I kept sending it to them, but I don't know what the final issue was. I have a string of emails back and forth, which I have sent to you as requested.

I played slot games. 

I did use a deposit bonus.

Thanks again, 

Geldon ****

Good day Tomas,

I got a message from the Zoome asking me to sent POA so they cans verify my account and continue with the withdrawal. I sent it to them. They then messaged me saying:

"We would like to inform you that your account has been blocked due to a violation of the rules of our platform. Please understand that maintaining a safe and fair environment for all users is our top priority, and we take any breaches of our terms and conditions seriously.

If you have any questions or require further clarification regarding this matter, please do not hesitate to contact our support team."

I then asked them to please be specific, and they replied with this:

"We understand your concerns and appreciate your desire for clarification. Your account was flagged by our automated monitoring system for activity that appeared to violate our platform’s terms of service. While we cannot disclose the exact details of the detection algorithms for security reasons.

​

We appreciate your understanding as we work to maintain a safe and fair environment for all users."

As a user who has a pending payment from them, I think that this is not a fair or just reason and I cannot just accept it.

Is there any way that you can get more solid Information out of them?

Thank you,

Geldon ****.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan, 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.

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.

Dear GeldonGehtLoss,

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.

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.

Dear Zoome Casino,

Thank you for your update and for taking the complaint into review. We appreciate your cooperation in examining the situation.

Please note that we will extend the timer for this case by seven days to allow sufficient time for your investigation and response. We will await your further comments on the matter.

Hello,

This player was identified by the platform as a bonus abuser, and the account was blocked in accordance with the company's rules, resulting in no access to the account.

Dear Stefan, we have currently submitted a request and are awaiting a full report from the relevant department regarding the blocking of this customer's account. The information will be provided to you in due course once the investigation is complete.

Dear Zoome Casino Team,

Thank you for your response and for the information you have provided. Once the investigation is completed, could you please send the evidence to my email address at stefan.m@casino.guru?

Thank you for your assistance. I look forward to your response.

Hello, Stefan,

As the player’s account has been suspended by the platform, we are unable to share all the requested evidence due to privacy and data protection regulations.

Nevertheless, to ensure a fair outcome of this complaint, we have decided to refund the remaining balance to the player.

We are currently awaiting a response from the platform representative regarding the account reactivation. If the account remains inaccessible, we will reach out to the player directly via email to obtain the payment details required for the refund.

Dear Zoome Casino,

Thank you for your response and continued cooperation.

Dear GeldonGehtLoss,

May I kindly ask whether you have responded to the casino representative regarding the reactivation of your account?

I look forward to your reply.

Hi all,

Thank you Zoome, as far as I know the remaining balance is 901€.

Stefan,

I have not received any information from the casino regarding the reactivation of my account on email, just seen the same message you see here. At the moment my account is still blocked.

Thank you.

Geldon.

Dear Zoome Casino,

Could you please let us know whether you have received any response from the platform regarding the account verification?

I look forward to your response.

? still no reply Zoome, please let me know when the refund will be done. I also have not received any emials regarding the bank details.

Hello, Stefan.

Thank you for your patience. As a result of the review of the request, the player's account cannot be unblocked. In order to resolve the situation fairly, we have decided to refund the withdrawn funds to the player.

To process the refund, we need the recipient's payment details.

A request for this information has been sent in a separate email to the address registered in the player's account. As soon as we receive this information, we will begin the refund process.

Thank you Zoome,

I have replied to the email sent by you with the requested bank details for the refund of 901€.

Dear GeldonGehtLoss,

Could you please let us know once you receive the refund from the casino?

I look forward to your response.

Dear GeldonGehtLoss,

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.

Hello Stefan,

I have been checking my account daily, and have not received the money into my accouint yet. That is why I have not replied.

Dear Zoome Casino,

Could you please inform us of the reason why the player's funds have not yet been refunded?

I look forward to your response.

Hi Stefan.

We have sent you a confirmation of the payments by mail, as well as the data that was provided by the user as data for processing. Since from our side the refund was carried out on the data that was provided.

We ask you to review and await your response

Hello Zoome,

Yes I acknowledge that you have sent me a mail saying that the payment has been processed although I do not see it in my account yet, as soon as I do I will update.

Thank you.

Dear GeldonGehtLoss,

Please keep us updated regarding the situation.

I look forward to your response.

HI Stefan , yes I will,currently my bank account is under review after they requested some documents,I am just waiting to gain full access to my account to see if the funds are in. Thank you for you patience. I make sure to check daily, so I will let you know.

HI Stefan , I have just received a mail saying that my bank account has been closed. This is a very unfortunate situation with very bad timing, I have contacted them asking for a lifetime statement to see of the funds sent by Zoome ha been received. I will inform you once I get it. Thanks for your patience.

Dear GeldonGehtLoss,

Do you have any news regarding the situation?

I look forward to your response.

Hi Stefan, still nothing yet, they are working on it.

Dear GeldonGehtLoss,

Please keep us updated regarding the situation.

I look forward to your response.

Hello Stefan,

I have just managed to get a statement from the bank, and the funds have not reached my account, I have not used it, so the balance is zero with no transactions from September. I fully understand that the casino say they have paid it out, although is it possible for them to check if it has bounced back into my casino account?

Thank you

Geldon.

Dear GeldonGehtLoss,

Could you please provide us with your bank statement? You may send it directly to my email address at stefan.m@casino.guru.

I look forward to your response.

Hi Stefan ,

The email has been sent to you, thanks.

Dear GeldonGehtLoss,

We have carefully reviewed the bank statement you provided, and it appears that the document has been edited. As the submission of altered or modified documentation is not supported on our website, we are unfortunately unable to proceed further with this complaint and must reject it.

I genuinely regret that we are unable to offer more assistance in this particular case. Please understand that this decision is based solely on the integrity of the evidence provided, which is essential for us to fairly assess and resolve complaints.

Kind regards,

Stefan

Casino.Guru