The player from Australia faced ongoing issues with withdrawing his winnings, as his attempts were reversed back into his account with various explanations. After he expressed his concerns via live chat, his account was disabled by an administrative decision, leaving him confused about the inconsistency of returning his last deposit instead of his winnings. The Complaints Team was unable to proceed with the investigation due to the player's lack of response, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Zoome Casino - Player's account is closed without clear reason.
Closed
Our verdict
Player stopped responding
Amount: A$1,200
Zoome Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Tried to make a withdrawal and it kept getting reversed back into my account and all they kept giving me different reasons, the last reason was there was a technical issue on my banks end so I had a few stern words over live chat and after that my account was disabled due to administrators decision and as of the terms of condition are not obligated to give me a reason as to why. They also want my bank details to return to me my last deposit amount of $95 but not my winnings?? So if I done something wrong why are they returning my last deposit for?
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2 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Zoome Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- When did you create your account at the casino?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
- Did the casino cite any specific terms when blocking your account?
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,
Natalia
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2 months ago
Dear Tw1gz,
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.
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2 months ago
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,
Natalia
Casino.Guru
