Zoome Casino - Player's account is closed after using a bonus.

Dear, I used a bonus this casino offered, and after I won some money, they closed my account immediately. When I asked why, they just said I violated their terms and conditions but didn’t explain how. Later, they requested documents to verify my identity before I could get my funds. I sent my ID both sides, a bank letter with my address, a selfie holding my ID, and my skrill account info. Additionally I sent a gas bill for proof of address as previous documents were not enough. They approved all the documents, but then told me my winnings were revoked because of their bonus terms, clause 10. I believe I did nothing wrong, I only used the bonus they gave me and followed the rules. They never explained exactly what I did wrong. I also filed a complaint with AskGamblers, but they rejected it immediately without investigating, which is honestly unprofessional and suspicious to me. I just want my winnings because I played fairly.

Dear blondiegirl,

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.

• Is your casino account accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Which bonus did you accept and play? Was it a welcome deposit bonus?
• Could you please share with me your communication with the casino regarding the confiscation of your winnings? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi,

I cannot access my account as it was disabled without any kind of warning. I played a slot game and won. I'm not completely sure what bonus this is, so I sent you the transcript of that email along with the transcripts of my communication with Zoome casino.

Thank you very much, blondiegirl, for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) 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.

Dear blondiegirl,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hello! We are waiting for information on the client. We will provide you with an answer in the near future. 

Dear Zoome Casino team,

I am extending the timer by 7 days, please, let me know if you need more time.

Hello!

The relevant department has decided to return the balance to the client in order to close the complaint. This is because Guru's policies differ from the company's rules. The client can now log into his account and withdraw funds to the payment system from which the deposits were made. This has been done in order not to delay the resolution of the complaint.

It still says my account is disabled. Your support said they forwarded my request to the appropriate department for further review. Pleased open my account now!

We apologize for the inconvenience. Since the account was blocked by the platform owner, unblocking it on our side alone is not enough. We have submitted a request to the platform to lift the restrictions so that you can withdraw your funds.

We will keep you updated.

We have sent you an email requesting payment details. Unfortunately, it is not possible to unblock your account on the platform side, as it was blocked for bonus abuse.

Dear Blondiegirl,

Please be advised that the casino team reserves the right to keep your account blocked. Fortunately, the amount that we believe you are entitled to will still be paid out.

Kindly confirm once you have received the funds.

Hi I just received 514.25€ from zoom casino but my balance was 2699, when will I get the rest?

Dear Zoome Casino team,

can you please react?

Hi please help me. They said that they sent everything that was in my account but that is not true. Now they sent me a link to see my transaction history, but my account is still disabled and they know it, so I can't see anything. I don't know why they are doing this, please help me deal with them

Hello!

Part of the balance has already been withdrawn.

The remaining balance of €2,184 is currently pending. Please wait.

Dear blondiegirl,

Please be aware that the casino team has every right to keep your account disabled. As long as you are receiving the owed amounts, the situation is considered to be in order, and it is up to you how you choose to proceed from here.

I have extended the timer by an additional 14 days to allow sufficient time for the remaining payments to be processed. Kindly let me know once the full amount has been paid so I can close the case accordingly.

Hi, that's okay. I will wait for rest of the money and will let you know when I get it. Thank you for help

Dear blondiegirl,

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.

Hi, I am so sorry, I forgot to write that I got all of my money. Thank you for help

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

Dear blondiegirl,

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,

Jozef