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.

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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.