The player from Australia encountered issues with his account at Zoome, where his initial withdrawal of $7500 was cancelled due to a flagged duplicate account. Although restrictions were removed and his account was verified, alleged subsequent withdrawal attempts of $30000 were also cancelled, citing duplicate account violations despite previous confirmation of account termination. The player sought assistance in recovering his winnings. The Complaints Team facilitated communication between the player and the casino, ultimately confirming that the casino returned a part of the disputed amount. The player claimed that $21300 remained unpaid and expressed intentions to pursue legal action due to allegations of defamation and misconduct by the casino. After several attempts to get relevant evidence from the user, the complaint was eventually closed as unjustified, with the disputed amount updated to the amount he still insisted on, with the player encouraged to provide further evidence if he wished to reopen the case.
Zoome Casino - Player's withdrawals have been delayed due to account issues.
Insufficient evidence from player
Amount: A$20,650
Zoome Casino
Safety Index:HighCase summary
Hi I open an account with zoome made a deposit I won 7500 . Request a withdrawal and my account was flagged as having a duplicate account. $7500 was cancelled and returned to my online account.I contacted customer support and I was asked to provide reasons to the duplicate account . The accepted my explanation and restrictions were removed and It was confirmed by email duplicate account was terminated and restrictions removed.. I was then notified I was able to now uploaded my personal information for verification so I am able to receive my withdrawal. This took a couple of days and in the meantime I won $30000 I requested 20/$1500 withdrawals but the verification took some time I was then sent a email with confirmation my account is now fully verified but my withdrawals were cancelled as my bank would not accept that payment method.. I was informed different payment method was needed ( bank deposit was suggested)as my withdrawal request was processed at there end but it may take a couple of days for my bank to release it to my account. .20/$1500 withdrawals were again returned to my online account.I sent a email to support who again confirmed I had no restrictions or duplicate account provided a different payment method.. I then requested $10000 told again by email no restrictions or duplicate account or suspended account .. I was then emailed to be told my account has a duplicate and my withdrawals were cancelled as I have violated section 9 duplicated account .. I have all the information and correspondence with zoome but they will not change there decision. Even thou I sent proof from them that on the 20/3/25 my duplicate account was terminated restrictions removed and I am able to then proceed with the verification process.. the 25/2/25 was the date they cancelled my withdrawal and claimed I have duplicated accounts even after I received a email on the 20/3/25 confirming duplicate account is terminated no restrictions or suspension. I have tried and tried to be treated like a criminal I even contacted the manager you sent me by email i congratulations on my big win and also stated my 20/$1500 withdrawals were only cancelled as my bank does not support that type of payment please select different payment method . When I emailed her response contact customer service. I explained I have and sent all conflicting sand misleading information but she keep saying contact customer support.. my online account is cancelled so I only have what has been sent by emails .. they sent email stating $650 deposits I made would be refunded back to the card it was received from .. the $650 was received but another issue is the refund was successfully deposited onto my bank card they claimed my bank denied my 20/$1500 withdrawal request as that form of deposit was not accepted by my bank .. I can provide all details I just need some help .. $30000 is a lot I won it honestly with no deposit bonus it was straight dollar for dollar i deposited the money knowing there as I risk of not winning and they accepted my deposit knowing there is a chance I may receive a withdrawal..
Dear 9vk5mt472g,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing.
To better understand your situation and assist you more effectively, could you please provide answers to the following questions:
- Could you please clarify the reason why you created a second account at this casino?
- Has there ever been a time when both of your accounts were active at the same time?
- Could you confirm if you have passed the full KYC verification process on any of your accounts?
- Have you accumulated your winnings with or without a bonus?
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
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Hi thank you so much for looking into this .. the reason was as I had not used account I completely forgot I already had account . They accepted my explanation and removed restrictions so I could proceed with uploading my personal information….I have never used both accounts, I was made aware and contacted customer support you then terminated duplicate account 20/3/25…my verification has only ever been linked to my account that was not terminated and I was fully verified confirm by email on many occasions.. the winnings I received was totally dollar for dollar won with no welcome bonus or deposit bonus or free spins .. it was totally what I deposited was what I played I removed the bonus option
hello I would like to inform you that zoome casino is now claiming for the first time tonight even though all the emails confirming that the restriction twas removed they now claim it was a temporary restriction lift ??? and I misinterpreted there explanation and also the emails of clarification of my account.. how does someone misinterpret a email of confirmation and clarification that my account has no restrictions the duplicate account was terminated and also confirmation of my account being fully verified. It’s just game playing with a lot of deception and conflicting information for something has been confirmed.. I think they need to have someone confirm and clarify there emails of confirmation and clarification because it just seems these people think they have the own rules for the word clarification as all of this does not make any sense what so ever apart from them trying to get out of paying my &30000 withdrawal that i honestly won
Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your complaint at [email protected]. Please forward me the emails or chat transcripts/screenshots of the conversation where the casino accepted your explanation for having a duplicate account. Kindly share the most recent communication you had with the casino as well.
Hi I’m having trouble uploading documents I have so many emails .. if these emails aren’t enough information please let me know as I send them to your email address.. as you can see many confirmation emails concerning my acc from 20/5/25 restrictions being lifted account fully verified but. Denied withdrawal requests totally $30000. 20/$1500 due to my bank not allowing payment back on my card .. please select different payment option ( bank deposit suggestion) even on the same day email stating all of this another email stating I was in section 9 duplicate account violation my withdrawals lost and account permanently suspended.. you will see in the few emails I have sent they clearly do not make any sense misleading information ( letters of clarify , conformation, clarification, I think they need someone to clarify the clarification and confirmation emails as you can only take those words exactly as they are said . Please if more information is required please contact me and thanks again for your help
Thank you very much, 9vk5mt472g, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Thank you Veronika and thank you also branislav for looking into my case .. I have found more information. While I was waiting for my withdrawals of $1500. / 20 total amount $30,000 to be deposited into my account. Also had over $45,000 money also won with no free money or bonuses just money played and won , I don’t understand as if my account was in a section 9 violation why did they let me player over $45,000 that was in my online account not including the $30,000 request, they let me player over $75 spins sent me many emails of my vip Level going up also I won free spins of 15 that I did not accept.i apparently come 2nd in the quickest spins. Then first that gave me 40 free spins in which I did not accept $75 a spin on auto spins I lost $45,000 in a couple of hours .. I don’t understand if they can now cancel all my money and close my account for violation section & 9 of. Duplicate account that was terminated before my withdrawal request $1500/20 isn’t that ganing money by deception and fraudulent transactions allowing me to lose $45,000 then cancel my money $30,000 withdrawals , that’s $75,000 they have fraudulently and deceptively obtained that money ?? Even on the same day before they cancelled my withdrawals I have emails of conformation that my personal information was verified as i questioned many times as my online account still showed I needed to be verified. They stated by email that my account may still say waiting for verification but they can assure me my account is fully verified with no restrictions and I can know use my account freely without any limitations but my payment method had to be changed as my bank didn’t accept that payment method and $30,000 again returned to my online account bank transfer was suggested. Emails of clarification, confirmation , verification , explanation, termination ( Duplicate account 20/3/25 was terminated as they accepted my explanation and removed my restrictions on my account and they termination of the duplicate account.but not once from the moment of them allowing me to upload my verification information to be verified and accepted not once did they mention section 9 violation just excuses of my I’d not showing clear photo of my passport. Bank details accepted finally my passport photo was accepted but my address was not .. I provided my disability pension as this is government issued and Cleary show my name and proof of address, they did not accept this so I had so much drama uploading my bank statements I did then they said my address did not match again I said not possible all my information provided clearly shows all matching addresses.. they finally confirmed my account verification is verified..then made the comment my name is shorted on my online account (Steve ) not Steven they had to fix that . A hour before they closed my account for major violation they are confirming by email there words be assured my account is fully verified and I have no restrictions please you my account without any limitations confirmation by email . 21/3/25. The same day they closed my account.. I don’t know how this all works but it’s only fair they pay my $30,000 withdrawal requests that was stated by email only reason for cancellation was my bank did not accept that form of payment method. Bank transfer suggested.. not section 9 violation. Also the $45,000 they allowed me to lose in a couple of hours as they did this by deception and misleading information. They have made me to be a criminal who has used major violation as they keep stating, but they are the people. There in violation, lies. Fraudulent claims ,deception, corruption, misleading information to gain and obtain money by fraudulent activities and allegations, Defamation against me being a criminal is your email address correct as I tried to send Veronica some emails but they came back stating invalid email address .. I’m sorry for the rant just stressed out request $30,000 it’s a lot of money I won fair, also the $45,000i lost in my online account by fraud and deception $75,000 I have lost in 2 days how was this possible if my account was flagged 20/3/25 for a duplicate account major violation ,,I don’t understand how they didn’t close my account right then for such a violation.. they did not they asked for a explanation if my explanation was accepted my account can then be ready for the verification process once verified withdrawal request are then processed.. I am just so confused and frustrated as I have done nothing wrong and I’m no criminal li they are fraudulently accusing me of doing
Hello, 9vk5mt472g,
I am sorry to hear about your trouble. Although it is not completely clear how we got from the disputed amount of 30k to 75k, I will contact the casino to find out more.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Zoome Casino Team,
Could you please explain the player's situation in more detail and substantiate your claims with relevant evidence?
Feel free to send the necessary details and supporting evidence to my email address ([email protected]).
Thank you.
Hello Branislav!
We are checking the information on this case.
We will collect all the data you need in the shortest possible time and provide you the full information you requested.
Hello Branislav!
The client violated the company's rules, namely clause 9. He created several accounts on the website, which is prohibited.
This was followed by the consequences described in this particular clause of the rules.
The company's relevant department made a decision to write off the user's winnings and return his deposits.
9. Each player is allowed to create only one (1) personal account. The player should register personally.
Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.
You must not disclose Your login details to anyone. zoome.casino is not responsible for any abuse or misuse of Your Member Account by third parties due to Your disclosure, whether intentional or accidental, whether active or passive, of your login details to any third party
Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account. The Website can only be used for personal purposes and shall not be used for any type of commercial profit.
That’s not correct I was made aware I had a duplicate account not seven , also email from me to provide reasons for duplicate account if if reason was accepted all restrictions to be listed to be able to proceed to upload my details for verification as it was and then emails sent to me of confirmation and clarification my account was fully open with no restrictions the word used ( assured) my account is fully active .. again more lies from them ,Brian I have it all by email if you need to cross reference what they are sending to you ,, this is so wrong and they are now starting to use defamation and lies deception
Greetings all,
Thank you both for your replies.
Dear Zoome Casino Team,
Is the casino able to substantiate its claims and decision with relevant evidence?
Please send the necessary details and supporting evidence to my email address ([email protected]). Also, please inform us about the amount the casino should refund to the player.
Thank you.
Hello Branislav!
We have requested detailed information from the relevant department and are waiting for it.
As soon as we have the details, we will let you know.
Dear 9vk5mt472g,
You mentioned that you were aware of a duplicate account, not seven. In the meantime, while we wait for the casino's response and the requested details, can you please explain where you got this number from? Did the casino inform you about the number of linked accounts? Can you provide us with the information on where the casino informed you about it, and provide us with at least a screenshot? Otherwise, since there was no such information in any of the communication between you and the casino (only multiple accounts were mentioned), it is quite suspicious that you know there were 7 linked accounts. How do you know this?
Thank you. Looking forward to hearing from you.
Dear Zoome Casino Team,
Thank you for keeping us updated.
Feel free to share the necessary details as requested in my previous post(s).
Thank you.
Hi Brianslav how are you I was informed about 1 duplicated account I was asked to provide a reason for this and if reason accepted I would then have restrictions removed to be able to verify my identity and personal information.. I was informed by email ( provided in previous emails) that this was terminated and my account fully active with no restrictions.. I only new about them claiming 7 different accounts by the response email from zoome to you provided above.. not once have they mentioned 7 as there was never 7 duplicate accounts all emails to confirm this is in above emails provided.. thanks for your help brianslav
Hello!
The customer was playing on the main account while having an active duplicate account, which is prohibited by the rules.
The duplicate account was created on March 15, 2025, and the emails on the screenshots provided are dated March 22. When an account is marked as a duplicate, the client receives a notification in their personal account.
That is, in this case, the client played for a week with an active duplicate, knowing about this active duplicate. And when he decided to withdraw funds, he contacted the support service to lift the restrictions.
Greetings all,
Dear Zooome Casino Team,
Thank you for the additional information. I am still waiting for the supporting evidence and further details regarding the users' accounts. Unfortunately, I have not received anything from you so far.
It would be highly appreciated to see all the relevant information from both accounts, such as registration dates, more details about the activity on these accounts, whether any bonus was used on any of these accounts or an abusive play in other means took place, or generally - what an unfair advantage did the player gain by playing this way. In addition, you could then also clarify which account is considered the main account and why, and possibly provide us with all the relevant communication between the casino and the player regarding the duplicate accounts.
Thank you. Looking forward to hearing from you.
Dear 9vk5mt472g,
Alright, I understand. You read the casino's explanation about duplicate accounts incorrectly before, and you did not even notice it when you took a screenshot of the same post and resent it here. The casino informed you about SEVERAL accounts, NOT SEVEN accounts.
However, it is not clear how exactly the casino meant that or how they understood your response regarding this fact. They asked you for confirmation that you would only use the account related to a different email address, not the one with which you registered the disputed account.
Since I could not find the relevant information anywhere above, can you please explain why you created another account at the casino, or what was the purpose of doing it? What was the activity on another account?
Unfortunately, based on the information gathered so far, it appears you had to be aware of another account at Zoome Casino, and that you did not do it unintentionally or unknowingly.
Thank you.
Hi Brianslav is it possible to get a phone number to call you I’m trying to send documentation to your email address but it keeps saying invalid email , thank you for your help , Steve g
Dear 9vk5mt472g,
Thank you for your replies and additional information.
If the casino claimed that it is not possible to process a withdrawal through the chosen payment method, it does not have to mean your bank/payment method provider refused the payment. There are intermediaries entering the withdrawal process, and it could have been simply refused by the casino's payment provider/processor. Therefore, your bank did not have to be aware of any attempts to deposit into your account at all.
A phone call will not be necessary, please send a screenshot of the email here in your next post. You can attach it to your message. It would be great if my email address were visible there. Unfortunately, I am not aware of any technical issues on our side, and I did not get any information from anyone that they could not have reached me via email. I think it is possible you wrote my email address incorrectly.
Dear Zoome Casino Team,
Can you please go through my previous 3 posts and the parts addressed to you, and finally provide us with relevant answers and all the requested details/supporting evidence confirming your claims and the casino's decision?
It would highly simplify and expedite the complaint resolution process.
Thank you. Looking forward to hearing from you.
Hello!
We have read all your questions. We are currently in the process of gathering full information about the customer's account to provide it as part of this complaint.
Thank you for the update, Zoome Casino Team.
Feel free to send everything relevant to my email ([email protected]).
Looking forward to hearing from you.
Hello!
We have decided to return the balance to the client.
Currently, the funds are in the account balance, the account itself is unlocked, and withdrawals are available.
Thank you very much for the update and confirmation, Zoome Casino Team!
Dear 9vk5mt472g,
Can you please confirm the above-stated?
Has your issue already been resolved? Have you already been able to withdraw anything from your disputed winnings/balance?
Can I consider the matter closed, or is there anything we can help you with?
Thank you.
Hi Brianslav hope all is well , $8700 was received , but the amount was $30000- $21,300,00 still remaing from the $1500 -20 $30000 21/3/25 request withdrawal amount , I still have no explanation or apologies for the deformation and accusations from zoome casino I am still not going to let this go as you can now see who has been telling the truth it’s taken over 3 months to get part of my $30000 withdrawal request, they have Cleary been incorrect with there statements and accusations, this matter is not resolved in any way , $21,300
is still owed and if it’s not resolved fast I will pass this matter to a solicitor as I am also seeking compensation for there deformation and lies from zoome casino has actually made me really unwell I have medical documentation of the stress and anxiety and depression this has caused over the last 4 months from my dr , S zoome has open my account and returned $8700 from the 30000 withdrawal 21/3/25 and is it possible for a explanation of there reasons for returning part of my winnings ??
Greetings all,
Thank you for the update, 9vk5mt472g.
Dear Zoome Casino Team,
You claimed that the casino returned his balance. Can you please clarify why the casino returned only part of his balance to his account?
Also, the user claimed that there were pending withdrawals in his account. Do I understand correctly that the casino returned only a part of his balance, while he has to request new withdrawals and start the withdrawal process from the beginning again?
If the casino confiscated anything from his balance, we are getting back to the start of this complaint - please provide us with all the necessary details and supporting evidence confirming the casino's decision. Feel free to go through the thread once again, especially my posts and parts addressed to the casino, and provide us with all the requested. My email was mentioned several times in this thread.
Zoome Casino is marked as "Fair" on casino.guru. Please note that more than 2 months have passed since I asked you for relevant evidence, while you ignored my other attempts to clarify the situation and circumstances. Therefore, if you simply do not plan to finally start cooperating or explain the situation sufficiently, or support your claims and decision with relevant evidence, I am afraid this thread will take a different direction.
Thank you for understanding. Looking forward to hearing clear information and details (or relevant evidence if needed) from you.
Hello, Brianslav!
We have refunded the customer the full amount that was previously written off.
We have sent you confirmation of this by email.
Thank you for the confirmation and your email with more details, Zoome Casino Team.
Can you please check my last email regarding the matter and provide me with the requested?
Thank you.
Dear 9vk5mt472g,
In the meantime, can you please provide me with the following:
- The information on when (dates) and how you accumulated the rest of your alleged balance, which should have been confiscated but not returned to your account?
- Is your gaming account at Zoome Casino still active and accessible? If so, can you please provide us with any evidence (screenshots) confirming that you had a balance in the amount of the disputed amount in your account at any point? For example, the last gaming activity (gaming history), where the balance and its changes are clearly shown, or anything where such a balance is shown, and transaction history, where the mentioned 20x 1,500 AUD withdrawal requests are clearly visible.
- Are you sure your entire balance (the original disputed amount) was accumulated and available only on the disputed account, which the casino left open for you?
Thank you. Looking forward to hearing from you.
Hi Brianslav I am collecting all information required for you can you please give me your email address as the email address I keep sending to is saying invalid email address, thanks for all your help .. Steve g*****
This is my email, 9vk5mt472g:
However, feel free to share the screenshots directly here, in your post(s).
Looking forward to hearing from you.
Hi Brianslav hope all is well just about got everything thing together and I was wondering if zoome has given you the response? I still do not have one email of apology for their accusations and deception and defamation and personal attack on me , I will be taking them to court for all this there lies can go in front of a judge , I have all the paperwork so do the and yet after being called a serious violator and lied about me supposedly having several accounts all I can say is all they have done is use intrappment, misconduct, misleading information, deception, deception with money being obtained by fraud , and defamation claims against my person , they just had to pay only what I won fairly. I’m seeking compensation for all the information above and so much more
Dear 9vk5mt472g,
Yes, they gave. The casino was able and willing to provide me with evidence confirming that there was approximately 9,350 AUD (Match 21, 2025) at the time of the account closure. 9350 AUD were voided, and a refund of your deposits of 650 was processed a few days later. In June, as you confirmed yourself above, the casino also restored 8700 AUD to your gaming account (650 + 8700 together, which is the balance that was voided in March), with the option to withdraw them. However, there are no signs of any other balance on this gaming account or any other withdrawal requests you mentioned earlier.
As for the rest of your post and the information provided, as well as any compensation - you somehow registered 2 accounts at the casino, which itself violated the casino's rules, Terms and Conditions you accepted upon registration(s). Therefore, we will not push the casino to compensate you for anything else.
However, now please go through my 2 previous posts once again and carefully, and provide the requested information/details/supporting evidence following my instructions. If there were 20 withdrawals of $1,500 each, or you had winnings of 30k on your gaming account, you should have at least some confirmation emails or proof of it. On the other side, as mentioned above, the casino provided us with the relevant evidence confirming the balance of 9,350, and that it was returned/refunded to you in full.
Therefore, now I will provide you with a few more days to respond, waiting for your email and/or screenshots in this thread substantiating your claims about other funds that were allegedly confiscated or withdrawals of 30,000 AUD.
Please note that it will be the last timer, and if you fail to cooperate and provide the requested, based on your next response(s), the complaint will be either considered resolved with the disputed amount of 9,350 AUD or rejected with the disputed amount of 20,650 AUD, on which you still insist.
Thank you for understanding. Looking forward to hearing from you.
Greetings all,
Based on all the gathered information and details from both involved parties, we are closing this complaint as unjustified, with the disputed amount updated to the remainder (20,650 AUD, the original disputed amount minus the successfully refunded balance), on which the user still insists despite having no sufficient evidence to substantiate any other winnings or balance besides the balance proven by the casino, later fully restored and refunded (9,350 AUD).
The player can reopen this complaint anytime. However, to proceed further in resolving the matter, we will require his full cooperation and the requested evidence.
If the complainant is not satisfied with the solution to their complaint, I recommend consulting the gambling authority that regulates the casino or an ADR, if the casino states it on its website.
Thank you very much, Zoome Casino Team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
