Zoome Casino - Player's winnings have been confiscated and account blocked.

I deposited my own funds and played at Zoome Casino, winning a total of €5,400. When I attempted to withdraw my winnings, the casino initiated a KYC verification process. I cooperated fully and submitted all requested documents, including my identity documents and a PDF bank statement from Deutsche Bank as proof of address.

On 15 January 2026, I contacted live chat support because my bank statement had been rejected. Agent "Trina" informed me it was rejected because the document as it was an original bank statement downloaded directly from Deutsche Bank. Trina suggested I provide an alternative document such as a utility bill or government-issued proof of residence.

The conversation ended normally with no mention of any account issues or violations.

On 9 February 2026 (today), I contacted live chat again and was informed by agent "Dimetrius" that my account had been blocked and all winnings confiscated. The stated reason was an alleged violation of Clause 4 of the Terms and Conditions specifically, the use of a VPN to bypass geographical restrictions.

I never used a vpn. I played with REAL money with normal slotsplay risked all my money to play as return when I provided all documents they not pay me.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward the communication between you and the casino’s customer support regarding the closure of your account to veronika.f@casino.guru?
• Have you ever accessed your casino account from a public computer or via a public internet network?
• Is there any possibility that someone from your household, or someone using the same IP address, has also created an account at this casino?
• Have you provided any alternative documents to the casino as proof of address? If so, which documents did you submit, and were they approved during the KYC process?

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

Best regards

Veronika

1. Everything has been forwarded.
2. Not that I know of just my own personal phone internet I dont have access to any other network
3. No NEVER All was fine and I won my funds with REAL MONEY
4. Yes I have provided all the documents required once they know they had to pay me they blocked me.

Do you have any VPN software installed either on your computer or on your mobile devices? Is there any chance that you used an IP address of a foreign country with a VPN while accessing the casino website?

No never. Just my own country. I don't know much about computers. Also I won with my own money.

Like I said my winnigns are with real money how can I control anything?

I not cheat I not lie.. the casino is trying to cheat they take all my my money and when I win they not paying me.

Dear Emmentaler02

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Emmentaler02,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Zoome Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Please provide us with records of the user's VPN usage. Also, in case there was such a breach, which restrictions do you believe the user has tried to bypass? Thank you in advance for providing us with your view of the issue.

Hi Martin!

The case has been taken into consideration, information regarding the player's case has been received.

We have sent the information you requested, as well as our explanation of the situation, to your email address. The sender is support@zoome.casino, kindly ask you to review.

Thank you in advance for your response.

Dear Casino representative,

thank you for your response, I will send you an additional email shortly.

Dear Emmentaler02,

we now have evidence at our disposal, which sufficiently proves you have indeed used an IP masking software. Can you please clarify, what are the exact reasons for your actions? Have you tried to circumvent any particular restrictions or were you only concerned for your privacy?

Dear Martin,

Thank you for the update. I want to be fully transparent with you.

I am not a technical person and I genuinely do not know much about VPNs or IP masking software. However, I do have many browser add-ons and extensions installed, as I have clicked on various things online over the years particularly in relation to casino-related websites. It is entirely possible that one of these add-ons or extensions could be responsible for masking my IP without my knowledge or intention. I was completely unaware of this and never deliberately used any VPN to bypass restrictions or gain any unfair advantage.

I want to be clear: I had no reason to use a VPN. I am based in Germany and was simply playing normally on my personal computer using my own internet connection. If there is indeed proof of VPN usage, it was not intentional on my part.

What I do know with certainty is that I deposited my own real money, played fairly, and won €5,400 legitimately. The casino cooperated with me throughout the KYC process right up until the point they were required to pay and only then was my account suddenly blocked and my winnings confiscated.

Dear Emmentaler02,

thank you for your response. We will now await the casino's statement.

Hello Martin!

Thank you for your patience. The response regarding the requested information has been sent to your email.

Hello Martin!

Thank you for your response, we have forwarded your request for additional information to the relevant department and we will inform you in the complaint and by email as soon as we receive the information.

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Hello Martin.

We have sent our proposal for the resolution of the case.

Kindly ask you to check the incoming email

Thank you for the continued handling of my case.

I want to make my position absolutely clear: any outcome other than the full payment of my €5,400 in winnings is, in my view, nothing short of theft. I played with my own real money, I accepted all risk involved in gambling, I had no knowledge of the outcome of any spin, and I won fairly. There is no edge for me here slot results are determined by RNG and I have no ability to influence or predict them. I simply gambled, as the casino invited me to do, and I won.

I also want to inform all parties that I have already reported this matter to Player Protection Legal, who are now aware of the outcome of this case and are monitoring its resolution.

What is being done here is, in my opinion, the most profitable business model a dishonest casino can operate: accept deposits, allow players to lose freely, but the moment a player wins manufacture a reason to confiscate the funds and block the account. The timing of this account block occurring only after KYC was initiated and payment became due speaks for itself.

I urge Casino Guru to take this into account when evaluating the casino's proposal. I will not accept a partial resolution, a bonus, or any alternative to the full €5,400 I am owed.

Best regards,

Dear parties,

thank you both for your continued cooperation.

Dear Emmentaler02,

have you received any further communication from the casino representative?

I not get any email from them. Maybe there is a problem in my mail box can zoome casino what is required to get my full refund?

We apologize for the delay in responding.

Dear Emmentaler02, please send your selfie with you identity document to the complaint specialist Martin email, which will contain the following information:

Current date.

Email address registered with their casino account.

Casino project name.

After which the photo will be reviewed by the casino guru complaint specialist, and the outcome of the complaint will be determined

Dear Zoome and Casino Guru,

I attach selfie`s

Yvonne

Dear Emmentaler02,

thank you for your continued cooperation. I believe the verification process is nearing its end, thank you for your patience.

Dear casino representative,

I have sent you a message, please get back to me when you can.

Dear Martin,

Thank you for your help in resolving the situation.

Dear Emmentaler02, we would like to inform you that the balance of 5302 EUR will be refunded to you. We would also like to inform you that a letter requesting data has been sent to your email.

I replied to the email.

Dear Zoome Casino representative,

thank you very much for the update and cooperation throughout the process. I will leave this complaint open until Emmentaler02 confirms his withdrawals have been paid out.

Dear Emmentaler02,

thank you for your swift response. Please let us know when you receive your funds.

They paid a 1000 I am waiting on my full payment.

Hello Emmentaler02,

I am happy to hear things are moving in the right direction. I will leave this complaint open for now. Please keep us updated on any new developments.

Dear Emmentaler02,

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.

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,
Martin
Casino.Guru

Dear parties,

We’ve reopened this complaint at the request of Emmentaler02. We can now confirm that the player has informed us the agreed payment has been received in full. As such, we consider this complaint successfully resolved and will close it as "resolved".

Thank you both again for your cooperation.