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Complaint About Unfair Account Closure by Zoome Casino

Dear Casino Guru,

I would like to make a complaint about how Zoome Casino handled my account.

The casino asked me to send many verification documents to confirm my identity.

I sent all the documents they requested, completely and on time.

After everything was sent, the casino told me my account was permanently closed for "fraud."

They did not explain what I did wrong or show any proof of fraud. They also said that verification is not needed anymore.

Their Terms and Conditions are very vague and do not clearly say what actions count as "fraud."

I believe my account was closed unfairly and without a valid reason.

I am now asking for your help to review this case.

I would like to know why my account was closed and to have the decision reviewed.

I also want to make sure any remaining funds are safe and that I can withdraw any balance owed to me once this is resolved.

Thank you for your time and help with this matter.

I would also like to know how I can forward over the emails between the casino and I.

Sincerely,

Sean ****

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.

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents you provided during the verification process?
• Could you please share with me your communication with the casino regarding the issue, especially the reasons for closing your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

I was a player from January 2025. They closed my account on May 20 2025.

The casino sent me an email saying that my account has been permanently closed.

I played slot games.

I did use a bonus that I got after depositing.

I have sent them all my Mifinity account details screenshots, Luxon Pay account details, and KYC selfie.

I do not have chat transcripts as I was communicating with them through email, I have forwarded it to your email address you added above. 

Thank you very much for providing the necessary information. 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 SeanJoy222,

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 a comprehensive explanation of this case, including the specific reasons for the closure of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello Kubo,

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 am reaching out to follow up on this case. Has your review been completed? If so, could you please share the results?

Thank you for your cooperation.

Is Zoome going to reply? I would not want this case to be closed without a solution.

Hello,

We are currently awaiting the full set of account details from the platform. Once this information is provided to us, we will forward it to you without delay. Thank you for your patience.

Dear Zoome Casino,

It has now been more than three weeks since the initial inquiry. Could you please provide an update as soon as possible?

Thank you.

Hello ,

This player was identified by the platform as a bonus abuser, and the account was blocked in accordance with the company's rules, resulting in no access to the account.

Dear Kubo, we have currently submitted a request and are awaiting a full report from the relevant department regarding the blocking of this customer's account.

The information will be provided to you in due course once the investigation is complete.

Dear Zoome Casino,

Thank you for your response. Once the report is ready, please kindly share it with me at my email address: jakub.m@casino.guru.

Thank you for your cooperation.

Hello Kubo,

We received the answer from the platform: as the player’s account has been suspended by the platform, we are unable to share all the requested evidence due to privacy and data protection regulations.

However, to ensure a fair outcome to this complaint, we have decided to refund the player the remaining funds.

We are currently awaiting a response from the platform representative regarding the reactivation of the account. If the account remains unavailable, we will contact the player directly via email to obtain the payment details required for the refund.

We will also keep you updated on the progress of the case.

Dear Zoome,

Thank you for your reply, may I ask how much exactly do you consider as the remaining funds? My balance was 1800€.

Dear Zoome Casino,

Thank you for your message and for your decision to refund the player’s balance. We appreciate your cooperation in this matter.

Dear SeanJoy222,

Could you please confirm whether the casino has contacted you regarding the refund? Kindly let me know once they do.

Thank you.

Hi Kubo,

I have not received anything yet, I will let you know.

Dear Zoome Casino,

I am writing to kindly request an update on the expected timeframe for this matter to be reviewed and resolved.

Thank you for your assistance. I look forward to your response.

Hello Kubo,

According to the platform's response, unblocking the account is not possible. However, since our decision is to refund the funds, they will be returned manually. To do this, we asked the player for the refund details.

Dear SeanJoy222, please review the email and provide the return details. Regarding your question about the amount - according to our data, the balance for the return is 1800 EUR.

Hello SeanJoy222,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Zoome Casino,

Thank you for your clarification and assistance.

Dear SeanJoy222,

Could you please confirm that you have reviewed the email from the casino and provided the requested details?

Thank you.

Dear SeanJoy222,

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.

Dear Kubo, I apologies for the delay, although I'm away at the moment due to a family emergency, and will sort this out as soon as I am back. Thank you.

Hello SeanJoy222,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear All,

My name is Martina, and I am reaching out to address this complaint in the absence of my colleague Kubo, who is currently unavailable to complete the resolution process for this case.

Thank you for your understanding.

Dear SeanJoy222,

I understand that you are dealing with a family emergency, and I do not wish to come across as overly insistent. However, I wanted to kindly inquire if you have had the opportunity to review the email from the casino and provide the requested details. Your assistance in this matter would be greatly appreciated.

Dear SeanJoy222, thank you very much for your response.

Dear Zoome Casino, I hope this meets your requirements. Please let me know if there is anything else you need. Thank you very much in advance for your assistance.

Hi Martina!

The request has been forwarded to the appropriate department. We have now received a response regarding the incorrectly provided data.

Dear SeanJoy222, Kindly ask you to check the IBAN once again. Example: GB29 NWBK 6016 1331 9268 19. We also sent a similar letter to your email.

Dear all. a response has been sent to Zoomes email.

Dear Zoome Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the SeanJoy222´s verification process.

Please let us know at your earliest convenience.

Hi Martina!

The information provided by the player has been reviewed. We currently need to obtain the correct IBAN format to process the refund.

Dear SeanJoy222, please check the IBAN again. Example: GB29 NWBK 6016 1331 9268 19. We have also sent a similar email to your email address. The IBAN you provided is currently much larger than normal fromat, which indicates that its meaning is incorrect. Kidnly ask you to check once again

Dear SeanJoy222,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SeanJoy222,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina