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Zoome Casino is refusing to complete verification and process my withdrawal despite my full cooperation and extensive documentation, leaving me in a verification deadlock.

All identity and address verification was completed successfully. The issue concerns proof of payment for Interac deposits.

Zoome initially rejected my proof because they required a screenshot from my banking profile showing my name and email together. My bank does not display this information together anywhere. I demonstrated this with screenshots and explanations, and this limitation was acknowledged.

I then provided extensive alternative proof of payment and ownership, including:

Interac transaction screenshots with reference IDs

Payment confirmation emails

A bank statement showing my name and account

A photo of my debit card (properly redacted)

A direct deposit form and matching banking details

Despite this, Zoome rejected all alternative proof without clear justification.

Zoome then changed the requirement and insisted on a bank statement showing the deposits, even though I explained that the deposits are too recent to appear yet and the next statement will not be issued for several weeks. This was acknowledged, but they still insist I must either wait or provide the same impossible screenshot.

I requested escalation to a supervisor or compliance officer due to this deadlock, but this request was ignored. Support continues to repeat the same two options.

As a result, my withdrawal is being withheld indefinitely, despite full cooperation, while the casino advertises fast/instant withdrawals.

I am requesting Casino Guru’s assistance to help obtain a fair resolution: completion of verification based on the proof already provided, a reasonable alternative verification method, or release of my withdrawal/refund if verification is being refused.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zoome Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any payouts from the casino in the past?
• Have you made previous deposits in the casino in the earlier months using the same deposit method?
• Do I understand correctly that your bank only provides you with bank statements at the beginning of a new month?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear unfknblvbl,

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,
Tomas
Casino.Guru