Zoome Casino - Player's account is closed, delaying withdrawal.

Dear Casino Guru Team,

I’m reaching out for help with an issue I’ve encountered with Zoome Casino. On March 6, 2025, I noticed my account was blocked after attempting to withdraw €1,800, which was the capped amount of my winnings (originally over €5,000, but they imposed a cap). I had already completed their KYC process, uploading all required documents, including proof of my online card, so I was confused and frustrated when my withdrawal was canceled and my account disabled.

I emailed Zoome at 1:16 PM that day asking why my account was blocked. They responded at 2:08 PM, stating it was due to a violation of their Terms and Conditions under Section 10 (Anti-Fraud Policy), but they didn’t specify what I supposedly did wrong. I replied at 2:35 PM, pointing out that I won the money fairly and questioning why they’re withholding my €1,800. Their next response at 3:40 PM listed possible violations—like collusion, multiple accounts, or fraudulent activity—but again provided no evidence or details about my case. I’ve asked repeatedly for clarification and my money, but they’ve stuck to vague replies and haven’t paid me.

Here’s a summary of what happened:

I won over €5,000, which Zoome capped at €1,800.

I requested a withdrawal of the €1,800, but it was canceled.

My account was then blocked, citing "Section 10," with no specific reason given.

I’ve complied with all KYC requirements, yet my funds remain unpaid.

I’ve had the following email correspondence with Zoome:

Email 1 (S***** G***** to Zoome Support):

March 4, 2025, 9:49 AM

Dear Support,

My actual balance was around €5200 that I won, and after completing the wagering, I got capped at €1800. This is not correct. I have read your terms, and the cap you have is €10,000 max win. Please can you check this and update my balance accordingly?

Shauna

Email 2 (Zoome Support to S*****):

March 4, 2025, 11:25 AM

Hello S*****,

Thank you for reaching out to us. We truly appreciate you bringing this matter to our attention, and we're very sorry for the situation you've encountered.

Email 3 (S***** G***** to Zoome Support):

March 4, 2025, 12:07 PM

Hi again,

This is not correct. Please refer to my attached screenshot which states max win €10,000 and the URL is Ireland, not Germany.

Email 4 (Zoome Support to S*****):

March 4, 2025, 1:43 PM

Hello S*****,

We hope you are doing well! Thank you for reaching out to us, and we completely understand how frustrating this situation can be. We would like to…

Email 5 (S***** G***** to Zoome Support):

March 4, 2025, 2:53 PM

Dear Zoome Customer Support,

Thank you for your response, but I’m still confused and concerned about the contradiction in your terms and the handling of my bonus.

Email 6 (Zoome Support to S*****):

March 4, 2025, 5:50 PM

Hello S*****,

We sincerely apologize for any inconvenience this may have caused. We completely understand your frustration and regret that this issue has arisen.

Unfortunately, our team did not update the bonus descriptions in our Terms and Conditions as needed, and we deeply regret this oversight. Rest assured that we have acknowledged this mistake and are actively working to correct the information to provide clarity and transparency for all our valued customers.

At this time, we would like to clarify that the maximum win for any bonuses is €1,500. We are committed to ensuring that all bonus terms are accurate and clearly communicated in our documentation. Your understanding and patience during this process are greatly appreciated, and we are doing everything we can to resolve the issue swiftly.

Despite this exchange, Zoome has continued to withhold my winnings, and my account remains blocked. This feels like they are unfairly withholding my €1,800, and I am unsure what steps I can take next.

I would appreciate any assistance you can provide in investigating this issue and helping me recover my €1,800. I can provide screenshots of the emails and any other evidence if needed—just let me know what you require.

Thank you for your help!

Sincerely,

S*****

Dear msshaon900,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating situation you’re facing with Zoome Casino and your blocked account.

To help us investigate this issue further, could you please provide the following:

1. Could you forward any specific responses from Zoome that include details on why they mentioned your violation of Section 10 (Anti-Fraud Policy)? Any communication where they outlined these accusations, including dates, would be helpful.
2. Have you received any additional communication from Zoome after their last response on March 4, 2025? If yes, could you forward that as well?
3. Can you confirm if you received any information regarding the bonus win cap mentioned in their terms? They mentioned a maximum win of €1,500, which seems to be different from what you initially understood.

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any other supporting documentation or communication, please feel free to forward it to petronela.k@casino.guru as well.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Thank you for your response and for taking the time to investigate my issue with Zoome Casino.

I truly appreciate your assistance in this frustrating matter. As requested, I’m providing the additional details and communications to help with your investigation. I’ve also attached the relevant email exchanges for your reference and can forward more documentation if needed.

1. Specific Responses from Zoome Regarding Section 10 (Anti-Fraud Policy) Violation

Zoome has repeatedly cited a violation of their Anti-Fraud Policy under Section 10 as the reason for blocking my account and withholding my €1,800 withdrawal. However, their responses have been vague and lack specific evidence. Below are the key communications where they mentioned this violation:

March 6, 2025, 2:08 PM: Zoome first informed me that my account was blocked due to a violation of their Terms and Conditions under Section 10 (Anti-Fraud Policy). They did not specify what I allegedly did wrong.

March 6, 2025, 3:40 PM: In a follow-up email, they listed possible violations such as collusion, multiple accounts, or fraudulent activity but provided no evidence or details specific to my case.

March 21, 2025, 1:14 PM: Zoome stated, "the reason your account was blocked was due to a violation of Section 10 of our Anti-Fraud Policy, which covers actions such as creating multiple accounts, chargebacks, or any fraudulent behavior." They then acknowledged that I "have not engaged in any of the actions listed above," which makes their decision to withhold my funds even more confusing. Despite this admission, they claimed they were "unable to verify [my] compliance with all our Terms and Conditions" and refused to release my funds or reinstate my account.

March 21, 2025, 1:53 PM: In their final response, Zoome reiterated that my account was blocked due to a violation of Section 10, mentioning "various forms of suspicious behavior" and that their team had "flagged certain activities associated with [my] account." Again, they provided no specific details or evidence to support these claims, despite my repeated requests for clarification.

I’ve attached screenshots of these email exchanges for your review. It’s incredibly frustrating that Zoome continues to make these accusations without providing any concrete evidence, especially after admitting I didn’t engage in the actions they initially listed.

2. Additional Communication from Zoome After March 4, 2025

Yes, I’ve had further communication with Zoome after their last response on March 4, 2025. The most recent exchanges occurred on March 21, 2025, as detailed above (1:14 PM and 1:53 PM). In between, I sent Zoome an email on March 6, 2025, at 1:16 PM, asking why my account was blocked, followed by additional correspondence where I challenged their vague responses. My email to them on March 21, 2025, at 1:34 PM, expressed my frustration and demanded an immediate resolution, pointing out that their own admission—that I hadn’t engaged in the listed fraudulent activities—means there’s no justification for withholding my €1,800. Unfortunately, their response at 1:53 PM remained evasive, and they have not provided any further communication since then. I’ve attached these emails as well for your reference.

3. Information Regarding the Bonus Win Cap

Zoome’s handling of the bonus win cap has been inconsistent and contradictory. Initially, I understood the maximum winnings cap for deposit bonuses to be €10,000, as stated in their Terms and Conditions (see the screenshot I provided in my initial complaint, which clearly states: "Maximum winnings from deposit bonuses and other promotions capped at 10 000 EUR (or equivalent), excess winnings voided"). This is why I was shocked when my €5,200 winnings were capped at €1,800.

However, in their email on March 4, 2025, at 5:50 PM, Zoome claimed that the maximum win for any bonuses is €1,500, admitting that they "did not update the bonus descriptions in our Terms and Conditions as needed" and were "actively working to correct the information." This discrepancy is concerning, as it suggests they retroactively changed the terms to justify capping my winnings at a lower amount. Even if the €1,500 cap were correct, my €1,800 withdrawal should still be processed, as they allowed me to request that amount after capping my winnings. Their refusal to pay even this capped amount, combined with the account blockage, feels like an unfair tactic to avoid paying me altogether.

Additional Context and My Position

I’ve complied with all of Zoome’s KYC requirements, including providing proof of my online card, and I’ve played fairly throughout. Zoome’s vague accusations of "suspicious behavior" and their inability to provide evidence are unacceptable. Their admission that I didn’t engage in the fraudulent activities they listed under Section 10 further undermines their justification for withholding my €1,800. I feel that Zoome is using these baseless claims as an excuse to avoid paying my rightful winnings, which is both unfair and unethical.

I’ve attached all relevant email correspondence and the screenshot of their Terms and Conditions showing the €10,000 cap. I can forward additional documentation to petronela.k@casino.guru if needed—just let me know what else you require.

I’m incredibly frustrated by Zoome’s handling of this situation and their refusal to release my funds despite a lack of evidence. I would greatly appreciate your assistance in investigating this matter further and helping me recover my €1,800. Please let me know if there are any additional steps I can take to expedite a resolution.

Thank you again for your support—I’m hopeful that with your help, this issue can be resolved soon.

Best regards,

Dear msshaon900,

Thank you for your detailed follow-up and for providing all the necessary information. I can see how frustrating this situation is, and I will do my best to assist you in resolving this issue with Zoome Casino.

From the screenshots you forwarded, it appears that Zoome’s Terms and Conditions initially stated that the maximum win amount was €1,500, and the maximum winnings were capped at €10,000. This is quite confusing, as it suggests that the win limit was €1,500, but the overall winnings could still reach €10,000. However, Zoome later revised these terms, stating that the maximum cashout is now €1,500.

Furthermore, the accusations Zoome has made regarding your account are indeed too vague. They list several potential violations, including:

• Colluding with other players
• Using unfair strategies to win
• Fraudulent activity against casinos or payment providers
• Chargebacks or denying payments
• Creating multiple accounts
• Delaying game rounds (including free spins and bonuses)
• Other forms of cheating or financial insolvency

These accusations are broad and cover many different scenarios, yet they have not provided any specific evidence or details related to your case.

I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank you for your detailed response and for reviewing the information I provided. I truly appreciate your efforts in assisting me with this frustrating situation with Zoome Casino. I also appreciate you transferring my case to your colleague Kubo, and I look forward to his assistance in resolving this matter.

I completely agree with your observation that Zoome’s Terms and Conditions are confusing and contradictory. As you noted, their terms initially stated a maximum win amount of €1,500 while also capping overall winnings at €10,000, which is inherently conflicting. Then, they later claimed the maximum cashout is €1,500, admitting they failed to update their Terms and Conditions earlier. This discrepancy is not only misleading but also fundamentally unfair to players like myself who relied on the published terms when playing.

From a legal standpoint, such conflicting terms would likely never hold up in a court of law. Zoome cannot retroactively change their terms to justify withholding my €1,800 withdrawal, especially after allowing me to request that amount following their own capping process. This feels like a deliberate attempt to avoid paying my rightful winnings, which is both unethical and potentially unlawful.

Dear msshaon900,

My name is Kubo, and I will be handling your complaint from this point forward. If there have been any new developments regarding this case since the last update, please let me know.

I would also like to invite representatives from Zoome Casino to participate in this discussion and provide any relevant details that may help resolve the matter.

Dear Zoome Casino,

Could you please provide a detailed explanation of the discrepancies in this case? Specifically, I would appreciate clarification on the following points:

• Conflicting Maximum Winnings Limits - The Bonus Terms & Conditions list two different maximum winnings limits: €1,500 and €10,000. Which of these amounts applies to players?
• Bonus Categorization Issue - The terms state that Welcome Bonuses have a maximum winnings cap of €1,500, while Deposit Bonuses are capped at €10,000. The bonus in question is part of the "Welcome Pack" but is titled "Third Deposit Bonus". Which rule should apply in this case?
• Misleading Bonus Description - In an email sent to the player on March 4, 2025, your customer support admitted that the bonus description had not been updated by the responsible team. You also stated that the mistake was acknowledged and that you were "actively working" to correct it. However, nearly a month has passed, and the description remains unchanged. Could you clarify what "actively working" means in this context?
• Unclear Winnings Cap of €1,800 - According to your explanation of the bonus terms, the maximum winnings should be €1,500. However, in this case, the actual cap appears to be €1,800. Could you explain where this additional €300 comes from?
• Account Blocking Reason - Could you provide specific details and supporting evidence regarding the alleged violations of your Terms & Conditions? Please send all relevant documentation to my email: jakub.m@casino.guru.

Your prompt response and transparency in addressing these concerns would be greatly appreciated.

Best Regards,

Kubo

Hello Kubo! 

We are checking the information on this case. 

We will collect all the data you need in the shortest possible time and provide you with the full information you requested.

Hello! 

We've reviewed the customer's contact history and account details. 

1. On our website, bonus conditions may differ for different GEOs. As we saw, the customer used a VPN to log in to the site from an IP address in another country. Therefore, he could have cached information on the bonus for another location. 

The customer was given recommendations on how to clear the cache so that he could see the actual information. 

The maximum winnings from the bonus are indicated as 1500 EUR in the bonus card and in the company's rules. 

2. The company's rules contained a non-circumstantial example of receiving winnings from the bonus after wagering it, which does not affect the terms of the bonus itself. This information has now been corrected (please find attached a screenshot of the outdated description). 

3. 300 EUR was the customer's deposit. Accordingly, after wagering, the deposit amount of 300 euros remained on the balance, as well as the wagered bonus of 1500 EUR. 

4. The customer's account was suspended due to violation of T&C clause 10. We are currently waiting for the details from our specialized department to send you an email. 

Dear Kubo!

The client's account was closed because it failed the verification procedure.

After detecting suspicious activity on the account, we requested verification and the client was unable to provide relevant documents. 

Dear Zoome Casino,

Thank you for your previous responses and for providing additional clarification.

However, regarding the discrepancies in the bonus amounts listed, I would urge you to take a closer look at how your website functions. Based on my observations, the stated maximum bonus amount is not influenced by the user’s location or IP address, but rather by the language selected on the website. For instance, when viewed in English, the maximum bonus is displayed as €1,500, while in the German version, it is listed as €10,000. This inconsistency appears to be language-based, not location-based or related to cached versions of the site.

English version:

German version:

In your communication with the player, you acknowledged this inconsistency as a mistake and assured her that you were actively working on resolving the issue. However, more than a month and a half has passed since then, and the misleading amounts still remain on the site. While it’s true that the Bonus Terms and Conditions section has been updated, the discrepancy in the bonus detail section is still present - as shown in the screenshot below.

Regarding the non-provision of documents, I would appreciate some further clarification. Was the additional verification requested immediately following the player's withdrawal request? What was the timeframe between this request and the subsequent blocking of the player’s account?

Thank you.

Dear Kubo,

Thank you for your continued assistance in investigating my complaint against Zoome Casino. I’m writing to respond to Zoome Casino’s recent claims, which I believe are misleading and inaccurate. I’d like to set the record straight regarding their accusations about my account, the VPN usage, and the verification process, while also pointing out the contradictions in their statements about the bonus terms.

1. False Accusation of VPN Usage

Zoome Casino claims that I used a VPN to log in from an IP address in another country, which allegedly caused me to see incorrect bonus information due to cached data. This is simply not true—I did not use a VPN at any point while accessing their site. I accessed Zoome Casino from my home IP address in Ireland, and I can prove this with ISP records or any other necessary documentation if required. Their claim about VPN usage feels like a fabricated excuse to justify the discrepancies in their bonus terms and to shift blame onto me. I urge Casino Guru to investigate this further, as Zoome has provided no evidence to support this accusation.

2. Submission of Requested Documents

Zoome Casino also stated that my account was closed because I "failed the verification procedure" and was "unable to provide relevant documents" after they detected suspicious activity. This is another false claim. I completed their KYC process well before my withdrawal request, submitting all required documents, including proof of my online card, as early as March 2025. I have email confirmations from Zoome acknowledging receipt of these documents, and I can provide screenshots of this correspondence if needed. At no point did Zoome inform me that my documents were insufficient or that additional verification was required after my withdrawal request—until they suddenly blocked my account. I’d like Zoome to specify exactly which documents they claim I failed to provide and to provide evidence of their request for additional verification, as I believe this is another baseless accusation meant to avoid paying my €1,800 withdrawal.

3. Contradictions in Zoome’s Bonus Terms

Zoome’s explanation of the bonus terms continues to be contradictory and unreliable. They now claim that the maximum winnings from the bonus are €1,500, as indicated in the bonus card and company rules, and that the €10,000 cap was a "non-circumstantial example" that has since been corrected. However, as Kubo pointed out, the discrepancy between the English version (€1,500) and the German version (€10,000) of their website appears to be language-based, not location-based or related to cached data. This aligns with my experience—I accessed the site in English from Ireland, and the terms I saw clearly stated a €10,000 cap on maximum winnings from deposit bonuses, as shown in the screenshot I previously provided.

Moreover, Zoome’s own communication contradicts their current stance. In their email to me on March 4, 2025, at 5:50 PM, they admitted that they "did not update the bonus descriptions in our Terms and Conditions as needed" and were "actively working to correct the information," confirming that the €1,500 cap was not properly communicated at the time I played. Now, they’re claiming the €10,000 figure was just an "example," which directly contradicts their earlier admission of a mistake. This inconsistency is unacceptable and further proves that their terms were misleading at the time I played. As I mentioned previously, such conflicting terms would likely not hold up in a court of law, and Zoome cannot retroactively change their terms to justify withholding my winnings.

4. My Account Balance and Withdrawal

Zoome stated that my deposit was €300, and after wagering, my balance consisted of the €300 deposit plus a wagered bonus of €1,500. This aligns with my understanding that my total balance should be €1,800, which is exactly the amount I requested to withdraw. If Zoome agrees that this €1,800 is the correct amount after their own capping process, there should be no reason to withhold my withdrawal—yet they continue to do so under vague and unsubstantiated claims of "suspicious activity."

5. Request for Further Action

I’m deeply frustrated by Zoome Casino’s continued attempts to avoid paying my rightful €1,800 withdrawal through false accusations and contradictory statements. I’ve complied with all their requirements, played fairly, and relied on the terms they published at the time. Their claims about VPN usage and my alleged failure to provide documents are outright lies, and I can provide evidence to disprove them. Additionally, their contradictory statements about the bonus terms only further undermine their credibility.

I can provide additional documentation, including ISP records to disprove the VPN claim and email correspondence confirming my document submissions, if needed. I’d be happy to forward these to jakub.m@casino.guru or any other address you provide.

Thank you again for your support, Kubo. I’m hopeful that with your assistance, Zoome will be held accountable, and I can finally receive my €1,800. Please let me know if there’s anything further I can do to expedite this resolution.

Hello,

Thank you for bringing the issue with the description on the German version of the site to our attention. We will correct it as soon as possible.

However, it’s important to clarify that the customer was using the English version of the website, as clearly shown in their submitted screenshots. For their location — Ireland — the bonus terms and conditions clearly stated a maximum winnings limit of €1,500.

Additionally, the customer logged in from both Germany and Ireland within the span of one minute, which strongly suggests the use of a VPN service.

The company's rules also specify different bonus conditions for different countries, which also determine the default version of the website as English.

Regarding the account verification: the client was asked to complete verification upon requesting a withdrawal. While they did submit a photo ID, they failed to provide valid proof of payment and registration address. After these documents were rejected, we sent a detailed email outlining the required information for verification. However, we did not receive any new documents from the client thereafter

.

Thank you for your continued assistance in resolving my complaint against Zoome Casino. I’d like to respond to their latest claims about the alleged VPN usage, account verification, and bonus terms, as I believe their accusations are misleading and unsupported by evidence.

1. IP Discrepancy – Unlikely to Be VPN Usage

Zoome claims I logged in from both Germany and Ireland within one minute, suggesting I used a VPN. I did not use a VPN at any point while accessing their site. There are many legitimate reasons why an IP address might appear to switch locations, especially when using a mobile device or network. For example, mobile networks often assign dynamic IP addresses that can change rapidly based on the cell tower or partner network being used, particularly in the EU where roaming is common. Factors like signal strength, network congestion, or roaming agreements between carriers can cause an IP to reflect a different country, such as Germany, even if the user hasn’t physically moved. This is especially likely in border regions or when traveling, but it can happen anywhere due to how mobile networks operate. Given these common scenarios, it’s highly unlikely that I used a VPN, and Zoome has provided no concrete evidence to support their claim. I’m happy to provide ISP or mobile carrier records to confirm my location and network usage if needed.

2. Verification Documents Were Submitted

Zoome claims I failed to provide valid proof of payment and registration address, despite submitting a photo ID. This is incorrect—I completed their KYC process in March 2025, submitting all required documents, including proof of my online card and address. I have email confirmations from Zoome acknowledging receipt of these documents, which I can provide if requested. Zoome never informed me that my documents were insufficient until after they blocked my account, and I never received the "detailed email" they claim to have sent requesting additional information. I request that Zoome provide evidence of this email, including its date and content, as well as specific reasons why my submitted documents were rejected. Their lack of transparency suggests they may be using this as an excuse to avoid paying my withdrawal.

Dear Zoome Casino,

Thank you for your message. It is clear to me that the player was using the English version of the website; the German terms were initially brought up by you and should have served as an example where the maximum win limit is €10,000. What I would like to highlight is the discrepancy between the amounts displayed within the bonus details on the same page. While the amount at the top aligns with your explanation, the Terms and Conditions section states a limit of €10,000.

I believe that if two values refer to the same condition, they should be consistent.

Regarding the alleged non-provision of the requested documents: could you please forward me the email sent to the player informing them of the insufficiency of the provided documents, including the outlined steps required to complete the verification process? Kindly send the evidence to my email at jakub.m@casino.guru.

Thank you for your cooperation.

Dear msshaon900,

Could you please confirm whether you submitted your documents through the casino's website or via email? Additionally, could you kindly forward any confirmation messages regarding your submissions to the aforementioned email address?

Thank you.

Dear Kubo,

We have sent you an email with the requested data.

Dear Zoome Casino,

Thank you for your message and for providing the new relevant information.

Dear msshaon900,

According to the information provided by the casino, you were asked to submit proof of address (POA) and a photo of your bank card. However, these documents have not been received. Could you kindly clarify why the requested documents were not submitted as per the casino's request on March 6, 2025?

Additionally, I would like to reiterate my request from a week ago:

"Could you please confirm whether you submitted your documents through the casino's website or via email? Additionally, could you kindly forward any confirmation messages regarding your submissions to the aforementioned email address?"

Thank you.

Dear Guru,

I do not see any emails being asked for card proof but i have emailed my recent bank statement, digital card proof and Iban details to Zoome now.

Dear Zoome Casino,

The player has confirmed that the missing verification documents have been submitted. Could you please confirm whether you've received them on your end?

Thank you in advance!

This Feels Like a Scam to Me

Everything Zoome has done screams scam to me. They let me withdraw €1,800 after capping my winnings, then canceled it, blocked my account, and started making up excuses. They’ve changed their story about the bonus terms, they didn’t tell me my documents were supposedly missing until it was too late, and they keep ignoring me when I try to fix things. Even after I sent them the extra documents on May 9, 2025, they haven’t done anything to give me my money. This isn’t how a real casino should act it’s how a scam works, keeping my winnings and hoping I’ll just give up. I’m not giving up, though.

Hello!

To confirm that the client is indeed the owner of the account, it is necessary to provide a selfie with the documents in his hands and a piece of paper with the name of the casino and the date written on it. 

After that, please let us know so that we can review the request individually. 

Zoome,

You write this on here but personally email me the below. This is a total scam to me it seems.

Hello, Shauna

Thank you for contacting us.

We would like to inform you that your account has been permanently closed in accordance with clause 10 of our Terms and Conditions.

This decision was made after an internal review and is in line with our policies. As a licensed and responsible gambling operator, we are committed to providing a fair, safe and transparent gaming platform for all our players.

We understand that this may be disappointing news and we sincerely regret that this has happened. 

Please be reminded that it is our policy to take such action at our sole discretion and without prior notice in cases of breach of terms and conditions.

If you have any further questions, please do not hesitate to contact us. We are always ready to assist you.

Dear msshaon900,

Could you please clarify when exactly you received the email mentioned in your latest post? There indeed appears to be a discrepancy between the statements made by the casino here and the message you received via email. Given that the casino seems to be actively working toward a resolution within this thread, it seems likely that the email may have been an automatically generated message sent in error. Of course, I could be mistaken, but that appears to be the most plausible explanation.

In the meantime, please provide the requested selfie to the casino at your earliest convenience so the process can move forward.

Thank you.

Dear Zoome Casino,

Could you kindly confirm whether the email sent to the player was an automatic message and whether the case is still actively under review?

Thank you for your cooperation.

May the 16th and now not replying to any of my emails.

Hello! 

The client had previously refused to go through the verification procedure, so his winnings were canceled and his account was blocked in accordance with our rules. 

The situation is currently being resolved through the Guru platform on an individual basis by us. 

As we can see, the customer did not provide the photo with a piece of paper requested above. 

Please provide the requested photo and notify us here, and we will individually forward the request to the relevant department to resolve the situation. 

Hello msshaon900,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

This is never requested also the emailed me they are NOT paying me.

So please clarity what you need and I will do it.

I emailed Jacub the email traffic so you can see how everything is orchestrated.

Hello msshaon900,

Please provide the requested photo (selfie with the documents in his hands and a piece of paper with the name of the casino and the date written on it) and notify us here, and we will individually forward the request to the relevant department to resolve the situation.

Dear Zoome Casino,

Thank you for the clarification.

Dear msshaon900,

Thank you for sharing the email thread. Kindly proceed with submitting the requested photo as per the casino's requirements.

I am on holiday I will do it Monday thank you and what amount will you be paying?

Dear msshaon900,

I’m reaching out again after another week to inquire about any updates in your case. Have you submitted the requested photo to the casino, and have you received any response from them?

Thank you.

Dear msshaon900,

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.

I sent this already has it not been received? and do I get the full amount?

Hello!

There are no new emails to the company's support team from the email address listed on your account. The last email from you is dated May 5.

Apologies - due to a typo, the number "1" was accidentally omitted in the previous response.

After that message, you still haven’t provided the document that was requested in the complaint.

Please provide the requested photo (selfie with the documents in his hands and a piece of paper with the name of the casino and the date handwritten on it) and notify us here, and we will individually forward the request to the relevant department to resolve the situation.

Dear msshaon900,

Please follow the casino’s instructions and resend the requested photo. Once you’ve done that, kindly let us know. You may also CC me in the email at jakub.m@casino.guru.

Thank you for your cooperation.

I have emailed the Casino the selfie and also forwarded to jakub.m@casino.guru

Thank you.

Same response after selfie completion.

Hello, [directed by Casino Guru]

​

We hope this message finds you well!

​

We would like to inform you that, following an internal review, your account has been permanently closed in accordance with Clause 10 of our Terms and Conditions.

This action was taken in line with our internal policies and responsibilities as a licensed and regulated operator, committed to maintaining a fair, secure, and transparent environment for all players. We understand that this may come as disappointing news, and we sincerely regret any frustration this may cause. 

However, please be aware that such decisions are made at the sole discretion of the company and without prior notice, particularly in instances involving a breach of our terms.

If you have any further questions, please do not hesitate to contact us. We are always ready to assist you. 

Sincerely,

Zoome Customer Support

Hello!

This is the standard response from a support agent if your account is blocked.

We have taken your request into consideration and forwarded the photo to the relevant department for verification.

Dear Zoome Casino,

I am writing to follow up once again regarding the status of the ongoing case. It has now been nearly four months since the matter was first raised.

Could you kindly provide an update on how the review is progressing? Given the extended duration, it is important that we move toward a fair and timely resolution. I would also appreciate any suggestions you may have for the next steps in assessing the case, along with a realistic timeframe for reaching a conclusion.

Thank you in advance for your attention to this matter. I look forward to your response.

This is what I have been working with.

They are just NOT FAIR in any way with their terms and responds and communication.

Thank you casino guru for helping.

Why is the casino not responding?

It takes so long.

Hello!

The customer has successfully completed the verification process.

We have now sent an email requesting their payment details in order to proceed with the withdrawal of the balance.

Additionally, the company has decided to deny the customer further access to gameplay.

So you will provide the FULL BALANCE of 5000?

They paid 1795. Thanks but I think there is a mistake the full amount of 5000 euro should be paid like casino guru said.

Could you please confirm that Zoome will full amount like agreed. @casinoguru

Hello,

Your withdrawal has been processed in full - 1,500 EUR in bonus winnings and 295 EUR from your 300 EUR deposit (as 5 EUR was used in gameplay after the bonus was wagered).

As previously mentioned, the maximum winnings from a bonus for your GEO is 1,500 EUR, as clearly stated in the company’s terms and conditions. This information was also provided to you by our support team.

Dear Zoome Casino,

Thank you for your message. It is clear to me that the player was using the English version of the website; the German terms were initially brought up by you and should have served as an example where the maximum win limit is €10,000. What I would like to highlight is the discrepancy between the amounts displayed within the bonus details on the same page. While the amount at the top aligns with your explanation, the Terms and Conditions section states a limit of €10,000.

Even when using a different website locale, as shown in the first screenshot you provided in the complaint, the bonus card clearly displays the maximum allowed winnings based on your geo-location - which is 1,500 EUR.

Further down in the bonus terms, your selected locale and the use of a VPN also played a role in how the rules were applied.

From our side, we have done everything possible and acted in good faith to ensure you received your funds, despite your initial refusal to complete the verification process - which, according to company policy, would normally result in the forfeiture of winnings.

At this stage, we kindly ask for your patience while awaiting a response from the Casino Guru representative regarding this case.

@ casino guru please back up the conflicting terms I think I made my case well before. This will never hold up in the court of law. It's like a contract you can't have conflicting terms. It was a mistake on your site which is fine but you still should pay me the full amount.

Hey Kubo and the Casino Guru Team,

I’m exhausted from going back and forth with Zoome Casino, and I really need your help to wrap this up. They’ve paid me €1,795, which I appreciate, but it’s nowhere near the €5,000 I won, and I think I’ve proven my case. Zoome keeps sending me these robotic, AI-like messages that just repeat the same old story, dodging the real issues. I’m asking you to back me up on the conflicting terms and push for a positive verdict so I can finally get the full amount I’m owed. Here’s where we stand, and I hope you’ll see it my way.

What’s Happened So Far

Back in March 2025, I won over €5,000, but Zoome capped it at €1,800 after I finished wagering. I requested that withdrawal, only for them to block my account on March 6, citing some vague "Section 10" violation with no proof. I’d already done their KYC, sending proof of my card and address, but they kept stalling. Their emails from March 4 admitted they messed up the bonus descriptions and were "actively working" to fix it, yet they still enforced a €1,500 cap I never saw clearly. Fast forward to now—they’ve paid €1,795 (€1,500 bonus + €300 deposit minus a €5 wager), but they’re refusing the rest, claiming it’s per their terms.

The Conflicting Terms Mess ( they changed the terms per geolocation around that time)

Zoome says the €1,500 cap was always clear in clause 4.1 since 2023, but that’s not what I saw. My screenshots on my Casino Guru complaint show a €10,000 max win for deposit bonuses, which my third deposit bonus (part of the Welcome Pack) fell under. They admitted on March 4, 2025, they didn’t update their terms, and Kubo even pointed out the English version showed €1,500 while the German one said €10,000—proof it’s not just about location or VPNs, but their own sloppy site. They’ve tried to spin the €10,000 as a "general overview," but it was right there when I played, and I relied on it. You can’t have two different caps on the same page and expect players to guess which one wins that’s not a contract, it’s a trap!

Their VPN and Verification Excuses

They’ve thrown around this VPN claim, saying I logged in from Germany and Ireland in a minute, but I’ve explained how mobile networks can switch IPs naturally—roaming, signal changes, you name it. I offered ISP records to prove I was in Ireland, and they’ve got no evidence otherwise. On verification, I sent everything early March 2025, with email confirmations, but they only asked for more (like a selfie) after blocking me. I’ve sent that selfie and more documents, including bank details, and they’ve verified me now—yet they still won’t pay the full amount. It feels like they’re just making up reasons to keep my money.

Zoome’s AI-Like Runaround

Every message from Zoome feels like it’s churned out by some AI bot same vague lines about "fair play," "standard practice," and "clause 10" with no real answers. They’ve gone from saying my account’s blocked to asking for a selfie, then claiming it’s permanently closed, and now they’ve paid €1,795 but insist that’s it. Their latest email (16 hours ago) doubles down on the €1,500 cap, blaming my "geo" and a VPN I didn’t use, but it’s the same old song. They’re not engaging they’re just stalling, hoping I’ll give up.

My Case Is Solid

I played fair, met their rules, and won €5,000 based on the terms I saw. Their admission of a mistake, the conflicting caps, and their lack of evidence for blocking me all point to them being in the wrong. Legally, you can’t enforce a contract with terms that contradict each other courts would toss that out. They let me request €1,800, then changed their tune, and now they’re holding back €3,205 (€5,000 - €1,795). That’s not right, and it’s not my fault their site was a mess.

Final Verdict – Please Support Me

Kubo, Petronela, and the team you’ve seen the emails, the screenshots, and how Zoome keeps dodging. I’ve done everything asked, and Casino Guru has flagged their confusing terms before. I’m begging you to back me up and rule in my favor for the full €5,000. Zoome’s been unfair, and their AI-generated responses aren’t cutting it. Please give me a positive verdict so I can get what I earned and put this nightmare behind me. Let me know if you need anything else—I’m all in to make this right.

Thanks so much,

Dear Zoome Casino,

After nearly four months, I find myself needing to reiterate concerns surrounding the bonus in question - concerns that remain unresolved despite the extended enhanced due diligence period.

First and foremost, there is still a critical issue with conflicting maximum win limits within your bonus card. The upper section of the terms varies depending on the site’s locale settings (a poorly designed feature) while the lower section consistently states a maximum cap of €10,000, regardless of the selected language. The discrepancy remains evident and misleading. It’s disappointing that after months of discussion and your stated intention to resolve this, the terms have still not been corrected.

To illustrate, I am reattaching your own screenshot dated April 14, which clearly shows inconsistency within Rule 4.1 - indicating a €1,500 cap at the top, but referencing a €10,000 win in the example provided. This example has since been quietly removed, but the fact remains: it was present at the time the dispute arose and contributed directly to the misunderstanding.

As a casino holding Casino Guru’s Fair Badge, clear and transparent bonus terms are not just expected - they are essential. I previously tested how your bonus terms are displayed and shared those findings, which highlighted an even bigger problem: the terms shown depend on the selected language, not the player's actual location. For example, if a German-speaking player accesses your site from Ireland and changes the language to German, which limit is enforced? €10,000 because of the language, or €1,500 based on geolocation? This lack of consistency undermines player trust and clarity.

Additionally, the categorization of the disputed bonus was misrepresented. While it was part of a Welcome Pack, it was - at its core - a deposit bonus. Your own Rule 4 explicitly applies to EACH and ANY deposit bonus, and this is reinforced by the bonus card presentation itself.

The enforcement of unclear, conflicting rules led to the unjust voiding of winnings, and this cannot be overlooked.

Your lengthy and, from my perspective, unnecessary enhanced verification process further delayed resolution and added to the player's and also my frustration. However, I am not giving up on this matter.

I strongly urge your team to:

1. Conduct a full and proper review of your bonus terms and how they are displayed across different languages and regions.
2. Address and eliminate any remaining discrepancies.
3. Provide fair compensation to the affected player based on the confusion caused by the unclear and conflicting terms in effect at the time.

This situation should never have dragged on for this long, and players deserve better transparency and accountability. I hope you will treat this matter with the seriousness it warrants and take swift, corrective action.

Hello,

The verification process is carried out to ensure that the player is using their own account. When the player initially refused to complete verification, their winnings were voided in accordance with our Terms and Conditions, and their deposits were refunded. Such refusal can indicate that the account or the documents used for verification may have been obtained fraudulently.

Therefore, in order to proceed with verification, we required a photo with a handwritten date and the name of the casino for additional assurance.

After the complaint was submitted, the player still refused to provide the requested photo for several months, delaying the process. Nevertheless, we made an exception and, against our standard procedures, agreed to complete the verification despite the initial refusal.

Given the above, we believe it is fair that the player received the full bonus winnings in line with the rules applicable to their local jurisdiction. We made a significant concession by allowing verification after it was previously declined.

Regarding your comment about the clarity of the terms and the potential for confusion due to differences between localized versions of the site - all of your feedback and suggestions have been forwarded to the relevant team. We will do our best to ensure our practices are aligned with your fairness policy.

That said, even considering the player’s initial refusal to verify and our willingness to proceed with verification afterwards, do you still believe that the current resolution is unfair and that the player should receive the full winning amount - which was never available to them under their local bonus conditions?

You say the verification process is to ensure I’m the account owner, and that my initial "refusal" to provide a photo voided my winnings, with only my deposits refunded. That’s nonsense! I completed KYC in March 2025, sending proof of my card and address, with email confirmations from you acknowledging receipt. I never refused verification I just didn’t get your sudden selfie request until after you blocked my account on March 6, 2025. You sprang that demand on me months later, and I sent the selfie when asked, along with more docs. Saying I "refused" for months is a lie to cover your tracks. The delay was your doing, not mine, and voiding my winnings over that is unfair. Courts would see through this there’s no evidence I acted fraudulently, and you’ve verified me now anyway.

You claim you made an "exception" by verifying me despite my "initial refusal," and that paying €1,795 (the €1,500 bonus cap plus €300 deposit minus €5) is fair under my local rules. That’s a weak excuse! You only verified me after Casino Guru stepped in, and even then, you dragged it out. The €1,795 doesn’t reflect the €5,000 I won based on the terms I saw a €10,000 cap in the English version I used. Your "exception" doesn’t erase the fact that your site misled me. Admitting a mistake and paying the full amount is the fair move, not patting yourselves on the back for a partial payout.

The Conflicting Terms Are Your Fault

You acknowledge feedback about unclear terms and differences between localized versions, promising to forward it to your team. That’s a start, but it’s too little, too late. Casino Guru’s pointed out how your site shows a €1,500 cap in English but a €10,000 cap in German, and my screenshot proves the English version I saw said €10,000 for deposit bonuses like my third deposit bonus in the Welcome Pack. Your April 14 screenshot even showed a €10,000 example in Rule 4.1, which you quietly dropped after I complained. You admitted on March 4, 2025, you didn’t update the terms properly how can you enforce a €1,500 cap now? This contradiction wouldn’t stand in court; a contract with conflicting terms is invalid, and you can’t retroactively change it to cheat me out of €3,205.

Admit the Mistake and Pay Up

This has dragged on because of your errors confusing terms, delayed verification demands, and baseless accusations. I played fair, sent every doc you asked for, and won based on what your site promised. Your "standard procedures" don’t justify withholding €3,205 when you’ve admitted mistakes and verified me. A court would laugh at this voiding winnings over a verification delay you caused, with no proof of fraud, and enforcing unclear terms after the fact. Admit you messed up, stop hiding behind policies, and pay the full €5,000. Casino Guru’s seen the evidence; they know you’re in the wrong. Do the right thing and end this.

Looking forward to your real response.

Dear Zoome Casino,

You stated that the player refused to complete the verification process; however, the player contests this claim. Could you please provide evidence of this - specifically, the conversation in which the player explicitly refused to undergo verification?

Feel free to send any relevant documentation or screenshots to my email address at jakub.m@casino.guru.

Thank you.

I never refused anything!!

Dear Kubo,

The player did not explicitly state a refusal to complete verification. However, they ignored multiple requests for documents of proper quality, which were sent to their email and clearly communicated in the chat. From our perspective, this constitutes a refusal. Additionally, failure to complete verification within two weeks can also be regarded as an unsuccessful verification attempt.

It is important to note that the player deliberately delayed providing the requested document, even after the matter had already progressed to a complaint stage.

We fully acknowledge that Casino Guru’s perspective may not always match that of the casino. Nevertheless, we are committed to cooperation in order to further enhance the player experience on our platform.

On our side, we are already in the process of revising how our GEO-based rules are displayed, to ensure that similar issues do not occur in the future.

We would also appreciate hearing a solution from Casino Guru that you consider fair for resolving this case.

Dear Zoome Casino,

It seems that our understanding of the term "refusal" differs, but this is not the main issue here, and therefore there is no need to continue discussing the player’s verification. The real issue has always been the same from the very beginning: the discrepancy in the bonus terms.

You asked whether we believe the player should receive the full winning amount, even though this was never available under her local bonus conditions. In a sense, yes - because those local bonus conditions were never made clearly available to her. As I mentioned before, you hold the Casino Guru Fair Badge, a status we do not award lightly. However, if two different maximum winning amounts are stated in the very same section of your bonus terms, it is understandable that a player could overlook one of them and later raise a complaint once their excessive winnings are voided. From that perspective, I consider the player’s complaint to be quite justified.

That said, I also recognize that paying out the entire winnings would not necessarily be fair towards you. Still, I firmly believe the player deserves to be compensated for the error on your part. I would like to leave the form of such compensation up to your suggestion, and I am prepared to continue the discussion with you toward reaching a fair resolution.

Thank you, and I look forward to your response.

Dear Zoome Customer Support,

Casino Guru’s latest message makes it clear your conflicting bonus terms misled me, and that’s on you. I saw a €10,000 cap, won €5,000, and you’ve only paid €1,795. Your Fair Badge demands transparency, and voiding my winnings over unclear terms isn’t fair. I deserve the full €5,000, not just some partial fix. Suggesting compensation is a start, but the right thing is to pay me the entire amount I earned based on what your site showed. Stop stalling send the remaining €3,205 now and let’s end this.

Thanks,

Hello!

At the moment, we are arranging the refund to the customer. This will require some additional time.

msshaon900, could you please confirm if the payment details we previously used to send you funds are still valid?

msshaon900, could you please confirm if the payment details we previously used to send you funds are still valid?

Hi,

Yes my payment details that you made the initial 1795€ payment to is still valid account. Thank you.

When will you send me these funds?

Dear Zoome Casino,

Thank you for your reconsideration in the spirit of fair gambling and your pro-player approach. Could you please provide us with the expected timeframe for processing the player’s refund?

Thank you!

It has been a long time almost 4 months

why are there not responding?

Hello!

We are currently waiting for the final resolution of the situation. We will get back to you with the results shortly.

Final solution?

" At the moment, we are arranging the refund to the customer. This will require some additional time.

msshaon900, could you please confirm if the payment details we previously used to send you funds are still valid?"

what happening to arranging the funds? can you just pay me please.

Dear Zoome Casino,

Your previous message suggested that a final resolution had already been reached on your end. Could you please update us on the current status of processing the refund?

Thank you for your cooperation.

Still not received a refund. How can this casino can get a 9 on casino guru when they not communicate or say anything.

Hello!

Unfortunately, due to the large refund amount of €3,300, we were unable to process the refund from your account to your bank account.

At this stage, we have chosen a different approach to resolve the situation. Your account has been submitted for unblocking, after which you will be able to withdraw the funds yourself to your preferred payment method.

Unfortunately, the final refund process is not a quick one, as the account is closed on the platform provider’s side. We kindly ask you to be patient.

We are currently waiting for the platform provider to complete the unblocking, and we will update you once it is done.

Dear Zoome Casino,

Thank you for your update and clarification. Could you please provide an estimated timeframe for when the player’s account is expected to be unblocked?

Thank you.

They paid 3300 euro. I think it's them you can close it

thank you casino guru for helping me and zoome.

for doing the right thing.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear msshaon900,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo