Zoome Casino - Player's deposits are pending investigation.

Deposited to this casino using cryptocurrency many times until I deposited on the 3rd Oct. I went through the standard deposit procedures as normal as it should be. When confirming the amount through email. It was processed successfully to the casino address provided with no error and was on the correct network.

Upon investigating, I contacted the support team who advised me that it will be pending investigation and will review all necessary measures as to where the deposit ended up. I sent screenshots and emails along with transaction ID and payment details to them. This was 2 days ago.

I deposited again on the 5th (today) and the same problem happened. It didn't appear on my casino account. Advised the staff again that it's happened with the ongoing question to when I'll be receiving an update. To which they advised they are still looking into it. When I advised them that I haven't heard a peep they mentioned that there has been no funds sent to the address stated on the deposit section on the casino website. They also stated that the situation isn't coming from their end, which I know is untrue as I showed them the screenshots of the coin base I used and shows that it was successfully made and sent to that deposit address.

Again, when asking for an update they advised that it could be from the payment provider who hasn't released the funds, again, not true as shown in the screenshots.

I advised the coin base exchange that the casino seems to not take accountability for this dispute, regardless of proof. They sent me the links for the 2 specific deposits for the casino to review.

I'm still waiting on a response from the casino. I honestly do not think they are doing anything to help speed this issue up and feel as though I'm being ignored

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Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Zoome Casino. Please, could you clarify if you have tried contacting your payment processor regarding this issue? Were your previous successful deposits made via the same payment method? Please could you forward any relevant communication with the casino and your payment provider to natalia.b@casino.guru?

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

Looking forward to hearing from you. 

Best regards, 

Natalia

Hi,

I have sent all relevant communication and attachments to the email address provided on here. Apologies as the attachments aren't in chronological order.

Thank you,

Emma

Dear player, thank you for sharing the screenshots. Could you please also specify how the deposit was made? Can you please share the screenshot from your cashier, deposit section? What address was displayed when you made your deposits?

We need the exact deposit address that the casino provided for those transactions. Sometimes casinos use unique wallet addresses per player, so we need to ensure the address from your screenshots matches the one provided by the casino.

Hi,

I'll send all relevant information to your email address. Thankyou

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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 Emzzer,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Zoome Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Zoome Casino,

Could you please provide detailed information regarding the player’s issue? Specifically, I would appreciate it if you could clarify the reasons why the player’s cryptocurrency deposits have not appeared in her account.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

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,

I’m following up after a week to check whether there have been any updates regarding the review of this case. Could you please provide any additional information or progress on the complaint?

Thank you for your time and assistance.

Hello, Kubo.

According to our review, we inform you that due to technical difficulties on October 5, 2025, there were indeed temporary delays in processing cryptocurrency deposits, for our part, we did everything possible to resolve the situation as soon as possible, also, according to our information, the deposits were credited to the user's account on October 6, 2025, in addition, the player received bonuses as an apology for the inconvenience.

Dear Zoome Casino,

Thank you for your clarification.

Dear Emzzer,

Could you please confirm that your deposits have been successfully credited to your account?

Yes, they have.

For future references, to avoid confusion. I would like it if the casino could be more clear and punctual when dealing with resolving issues. I was confused with certain outcomes they delivered me with as there were a few different positive outcomes regarding their sincere apologies. That only 1 member in the appropriate department deal with these matters to customers efficiently and professionally.

Thankyou again for helping resolving this matter.

Dear Emzzer,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo