Zoome Casino-arvostelu

Thank you for providing such detailed feedback regarding your experience. We sincerely apologize for the frustrating account balance issue, the poor communication from our support team, and the significant difficulty you faced in requesting a permanent self-ban.

It is unacceptable that your initial problem took so long to resolve with unclear answers, and we deeply regret that you felt pressured to continue playing when you wished to self-exclude. Our policies prioritize responsible gaming and honoring self-exclusion requests promptly and without coercion. We are reviewing this incident internally to address the failures in our support process and staff conduct.

While your account is now closed as requested, we would appreciate it if you could share more details about the balance issue and your interactions with support so we can learn from this and improve.

We regret that this was one of your worst support experiences and wish you better experiences on other platforms.

Sincerely,

Hello, thank you for your honest feedback. We're pleased that you generally like the game selection.

However, we deeply regret your negative experience with the chatbot regarding bonus and free spin issues. While bots are used for simple inquiries, complex or unclear queries should always be escalated to a human support agent. We will review this internally.

We confirm that self-exclusion is done via email and apologize if this process may be inconvenient. Please be assured that such requests will be taken seriously and processed.

We also acknowledge your concerns regarding withdrawals and verification. We strive to process withdrawals promptly and perform necessary verifications to ensure security and compliance.

If you still have outstanding issues or need confirmation of your self-exclusion, please contact our support again.

Best regards,
Your Zoome Team

Hallo, vielen Dank für Ihr ehrliches Feedback. Wir freuen uns, dass Ihnen die Spielauswahl grundsätzlich gefällt.

Wir bedauern jedoch sehr Ihre negative Erfahrung mit dem Chatbot bei Bonus- und Freispielproblemen. Während Bots für einfache Anfragen eingesetzt werden, sollten komplexe oder nicht verstandene Anfragen immer an einen menschlichen Support-Mitarbeiter weitergeleitet werden. Wir werden dies intern überprüfen.

Wir bestätigen, dass die Selbstsperrung per E-Mail erfolgt und bedauern, wenn dieser Prozess als umständlich empfunden wird. Seien Sie versichert, dass solche Anfragen ernst genommen und bearbeitet werden.

Wir nehmen auch Ihre Bedenken hinsichtlich Auszahlungen und Verifizierung zur Kenntnis. Wir sind bestrebt, Auszahlungen zügig zu bearbeiten und notwendige Verifizierungen durchzuführen, um die Sicherheit und Einhaltung der Vorschriften zu gewährleisten.

Sollten Sie noch offene Probleme haben oder die Bestätigung Ihrer Selbstsperrung benötigen, wenden Sie sich bitte erneut an unseren Support.

Mit freundlichen Grüssen,
Ihr Zoome Team

Hi!

Thank you for your concise feedback. We apologize for the frustrating experience where you were blocked from playing and directed to verification after depositing, especially as you felt it was unnecessary and required 30 hours of contact with customer service before you resolved it yourself.

This is clearly not the smooth experience we aim for. While verification checks are sometimes required for security and compliance, they should be handled efficiently and not prevent you from playing without clear reason. We regret the malfunction you encountered and the failure of our support to resolve it promptly, leading you to fix it yourself.

We would like to investigate this specific incident to prevent it from happening again. Please consider sending your account details to our support team.

Sincerely,

Hello,

Thank you for your positive review!

We're delighted to hear that you enjoy the game selection and that the payouts were fast. We're also pleased that the verification process, even though it took a bit longer, ultimately contributed to your satisfaction.

Thank you for your trust. We look forward to seeing you play with us again soon!

Best regards,
Your Zoome Team

Hallo,

vielen Dank für Ihre positive Bewertung!

Wir freuen uns sehr zu hören, dass Ihnen die Spielauswahl gefällt und die Auszahlungen schnell waren. Es freut uns auch, dass die Verifizierung, auch wenn sie etwas länger dauerte, letztendlich zu Ihrer Zufriedenheit beigetragen hat.

Vielen Dank für Ihr Vertrauen. Wir würden uns freuen, Sie bald wieder bei uns spielen zu sehen!

Mit freundlichen Grüssen,
Ihr Zoome Team

Dear Hannahskeen578,

We regret that you hold such an opinion about our platform.

Please be assured that all the slots on our site are provided by licensed providers, and the RTP (Return to Player) is clearly stated within each game. These values are accurate and are regularly verified to ensure compliance.

If you were dissatisfied with the assistance provided by one of our support agents, we encourage you to submit a complaint to our support email. We will thoroughly investigate the situation.

Dear haleyliverton

Thank you for your feedback. Glad to read that you liked everything.

Dear User,

We regret that you had a negative experience while using our site.

Please note that verification is a standard procedure for most online casinos, designed to ensure that clients are using their own payment methods.

If you receive any notifications and suspect they are from our platform, we encourage you to contact our support team. They will assist you in resolving the matter.

Dear Donolivier,

Thank you for your feedback about our platform. We are continuously improving, and we are confident that you will enjoy many more positive experiences with us. :)

Kind Regards,
Zoome Casino

Dear Player,

We are very happy that you liked our casino! We are constantly improving, so there are no doubts you are going to have a great time here :)

Good luck!

Kind regards,
Your Zoome team

Dear Player!

Thank you for sharing your feedback with us regarding your recent experience at our casino. We genuinely appreciate your insights into our bonus offerings, as well as our Return to Player (RTP) balance.

We sincerely apologize if you found our support team's response to be lacking in kindness or if it seemed like a boilerplate message. Providing exceptional customer service is paramount to us, and we regret if we fell short of your expectations in this regard.

We're glad to hear that you were able to successfully withdraw using an alternative method, and we appreciate your acknowledgment of the support person who assisted you via email. Providing prompt and helpful assistance to our players is of utmost importance to us, and we're pleased to hear that you received the assistance you needed.

We are sorry for any inconvenience you may have encountered during the verification process. We understand that undergoing Know Your Customer (KYC) verification procedure can sometimes be frustrating, but please be assured that it is a necessary step for us to maintain compliance with regulatory requirements and ensure the safety and security of all our players' accounts and transactions.

Regarding your concerns about the refusal of your bank statement due to the absence of a zip code, we apologize for any confusion or inconvenience this may have caused. Our verification team is tasked with ensuring that all documents submitted adhere to the required standards, and unfortunately, discrepancies such as missing information can result in the rejection of the document.

We appreciate your patience and understanding as we work to verify your account. Rest assured, we are committed to assisting you through this process and ensuring that your withdrawal is completed as soon as possible.

Should you require any further assistance or clarification regarding the verification requirements, please do not hesitate to contact our support team. We are here to help and strive to provide the best possible service to our valued players.

Thank you once again for your feedback on our bonus offerings and RTP balance. We are continuously striving to improve our services, and your input is invaluable to us.

Kind regards,
Your Zoome Team

Dear Player!

Thank you for taking the time to share your feedback about our casino. We genuinely value your opinion, and we're here to address your concerns and provide some clarity regarding our terms and conditions.

Firstly, we understand that quick withdrawals are important to our players, and we apologize if you've experienced delays in this regard. We would like to assure you that we aim to process withdrawals as promptly as possible, and according to our terms and conditions, withdrawal confirmation by our specialists occurs within 24 hours. Please note that the "Success" status in your account means that the transaction has been confirmed and transferred to your bank.

Regarding the game RTP, it's essential to mention that our casino's games are provided by various game developers. The return-to-player (RTP) percentages you mentioned are determined by the game providers themselves, and we have no control over these values. While some games may have lower RTPs, others may have higher ones.
It's important to note that these percentages are designed to ensure a fair and random gaming experience for all players.

We appreciate your feedback about the variety of games and providers. We continually strive to offer a diverse selection of games to cater to various preferences. However, we acknowledge that not all games may be equally rewarding, as outcomes are determined by chance.

We hope you'll give our casino another chance and that your future experiences will be more enjoyable. If you have any specific concerns or require further assistance, please don't hesitate to reach out to our customer support team via live chat or email.

Kind regards,
Your Zoome team

Dear Player!

We're sorry that the game outcome didn't meet your expectations at our casino. It's important to acknowledge that licensed casinos have no ability to manipulate the outcomes, it depends on your strategy while playing on slots. All the games available on our platform operate using a certified random number generator provided by each game developer. We have no means of influencing the game outcomes, as all data processing takes place on the developers' servers. Rest assured, your winnings here are solely determined by your luck. Also, you can choose less volatility games on which you would win less but more often, as higher volatility games would require you to play more rounds to receive bonus free spins or winnings. You might more information about volatility generally or in specific games on open sources or on the provider's website.

As for your issues while proceeding with a verification procedure, our casino operates under strict licensing regulations, and player verification is a mandatory requirement imposed by these regulations. Players only need to complete the verification process once to ensure a secure and seamless gaming experience moving forward. We understand your time is valuable. Rest assured that the verification process is designed to be efficient and streamlined, so it won't take up a significant amount of your time.

We genuinely appreciate your patience and cooperation during the verification process. In case, you're having issues with the verification process, please write us your email address so we can check how we can assist you, or just contact us in a live chat or via email.

Kind regards,
Your Zoome team

Dear player,

We regret that the game result wasn't as good as you wished it to be. Please note that licensed casinos can't influence the results, and the winnings depend only on entering a slot at the right moment and placing the right bet - it's your luck. There's no difference in which exact casino you are playing, because the licensed casino is only a platform, which redirects a user to the servers of a provider, and the RTP of a specific game is the same. With the right tactic, chances of winning can be higher, because slots show results at a certain distance according to their volatility. We recommend you to read about this on the internet or feel free to contact our chat and we will give you more information. Also in our casino, we are open to cheering a player up in case of an unlucky game with our generous bonuses system

As for the KYC procedure, of course, we also have it, and withdrawals may be terminated until the account is fully verified (this information can be checked in our Terms and Conditions). The maximum time for verification is 24 hours, however, we are trying to check everything as soon as possible, and on average it takes just a few hours. After the check is over, every user gets a notification via email. If there are some issues with verification and you need more information, please, contact our support team, and we will help you

Kind regards,
Your Zoome team

Dear player,

We appreciate your feedback about our platform and are happy that you had the desired result here. Congratulations on winning! We hope you will catch a lucky streak with us and get a lot more positive moments at our casino! :)

Kind regards,
Your Zoome team

Dear player,

It's a pity that you faced such a situation. From our side, we want to give you the most comprehensive answer about the issue to avoid any kind of misunderstanding.

As for the KYC procedure, we are a licensed casino, therefore we must ask for certain documents for verification, so files, which don't meet the requirements will be rejected. That's great, that you finally passed the procedure! Thanks for your patience!

As for the balance, the thing is that you played with the bonus money. According to our Terms and Conditions, the maximum amount of winning obtained via any non-deposit cash bonuses is 225 NZD (this information can be found in the "Bonus Terms and Conditions" tab, point 4.1), so the balance was reduced to this sum. After that, you played the money and unfortunately lost it.

We are sorry that this issue gave you negative emotions and we truly hope, that it's not your last big winning in our casino.

Kind regards,
Your Zoome team

Dear player,

We are sorry that you faced difficulties with our platform.

KYC procedure is an important thing and we are obligated by the licensee rules to follow it, so there's no fraud or dishonest attitude from our side (information about our license can be found on our website, in the "About us" section).

In this specific case, we asked to pass the KYC procedure because of suspicion of using third-party payments, which is prohibited according to our rules (the details can be found in our Terms and Conditions - "11. Depositing"). Your account was closed due to a violation of our rules, and after that, the refund process was initiated. The sum of the deposit will be returned to the owner of the payment account.

In the future, we kindly ask you to check the terms and conditions of a platform, where are you going to play to avoid misunderstandings

Kind regards,
Your Zoome team

Dear player,

Thanks for sharing your thoughts with us!

The request about your deposit was sent to the payment provider for further consideration, and we already received an answer. The provider doesn't work with the Arbitrum network and cannot restore it, so we never received your payment. We hope it will not let you down. We have superb bonuses and VIP systems, so, no doubt you will find great compensation for yourself :)

As for the request to close the account, according to our rules, you can close your account at any time by sending an email to support: support@zoome.casino (Terms and Conditions, "9. Use of Player Account"). You have had communication with your personal VIP manager and decided to keep the account. We are happy that you decided to stay with us, and hope you will get a lot of positive emotions here!

Kind regards,
Your Zoome team

Dear player,

Thanks for sharing your thoughts with us, we are really happy that you liked our platform!
We are getting better day by day, so we are sure that you will experience a lot more positive emotions here :)

Kind regards,
Your Zoome team

Dear player,

We regret that you faced difficulties with the verification process.

According to the regulations of the licensee, there's no need to ask for verification before making a deposit. This would just complicate things for clients who want to play. The opposite situation with the withdrawal process. To ensure that the money comes to the account owner, and a user doesn't break any rules, we and any other casino must ask a client to pass the verification process. Also, it's required to provide a document with certain data visible, or in a certain format.
This information is stated in our Terms and Conditions (12. Withdrawal policy "The Casino reserves the right to check your identity prior to processing payouts and to hold any refund or withdrawals for the time needed to check your identity. In case you provide false or incompleted Personal Data, the withdrawal can be refused and the Player Account terminated, of which you will be informed by email. ")

As for a first deposit bonus, a user must fulfill certain conditions to activate the bonus. The most common misunderstandings are the minimal sum of the deposit and not entering the bonus code "FWB". You can check the details on our site, in the Bonus Terms and Conditions section.

We have a spectacular support team, so please, contact us and we will help you with the verification process, and check the situation with a welcome bonus.

Kind regards,
Your Zoome team

Dear player,

Thanks for your feedback! We are extremely proud that you liked our platform! Sure thing, we are going to be better and better, and we hope we will keep pleasing you with our service, which we strive to make the best on the market :)

Kind regards,
Your Zoome team

Dear player,

Please, accept our apologies for the inconvenience that the game process may cause you.

We are a fully licensed casino, which guarantee of fair game. The casino is just a platform that gives an opportunity for providers to place their games, so we have no influence on the process.

But we can raise a ticket to analyze the game sessions and investigate the situation to check whether rounds were finished correctly on their side. To make this happen, we need you to cooperate with us and provide us with the following information:
- the full name of the game;
- the exact date and time when the issue happened;
- your email address.
Could you, please, contact our support team and give the information above? As an alternative, you can leave the necessary details here, in your comment, and we will contact you via email. We will do our best to help you!

Kind regards,
Your Zoome team

Dear player,

We are sorry, that you faced such a situation on our platform.

We are a licensed casino and according to the regulations, we have to retain the personal data of players submitted during registration and any data passed on during the operative period of a Player Account for a minimum of five years from the last player transaction or account closure. So, it's technically impossible to delete transactions or bet history from an account. The last 50 game rounds always are visible, and it could be checked in the profile, the "Game History" section.

Most probably, you indeed registered a duplicate account, which is forbidden according to our rules (Terms and conditions, "Use of player account").

Could you, please, share with us your email address? We will check everything for sure, and give you the exact information

Kind regards,
Your Zoome team

Dear player,

Congratulations on the great win!

We hope you will keep winning and enjoy our fast withdrawals as well :)

Kind regards,
Your Zoome team

Dear player,

We are happy to hear that you enjoyed our platform :)

We worry about every customer and always try to provide a personalized approach to keep our clients satisfied. Our professional staff is always happy to help you, answer every question, and support you throughout your stay here.

We hope you will stay with us and watch how we and our games selection grow :)

Kind regards,
Your Zoome team

Dear player,

We are sorry that you experienced difficulties with the verification process.

According to our terms and conditions, every user needs to verify the account to make possibility to withdraw money due to the antifraud policy. You may see this in the "Terms and conditions" section, paragraphs 9 and 10

It would be enough to upload proof of identity, address, and payment to verify the account. It's not complicated and doesn't take a lot of time. Also, please, note that we are a fully licensed casino, so your data will be stored safely according to the laws of gambling regulations.

Could you, please, describe a little bit more about your difficulty with the verification process? We want to help you to pass it as soon as possible.

Kind regards,
Your Zoome team

Dear player,

We are utterly glad that you enjoyed our casino :)

We hope that the best moments are looking forward to you and you will get even more positive emotions here!

Kind regards,
Your Zoome team

Dear player,

We reviewed your case and investigated the incident. First of all, we want to apologize for the situation which happened earlier and the negative emotions you faced.

The thing is the maximum winning from the welcome package free spins is 150 EUR and this rule was never changed since the creation of our casino. Winnings above this sum can't be withdrawn. You may check this information on the "Bonus terms and conditions" page, section "Welcome bonuses". We truly apologize for the disinformation our support representative gave you in a chat.

We texted you via email with our options on how to smooth the misunderstanding and restore a good relationship.

We hope you will stay with us and only positive emotions are looking for you in the future :)

Kind regards,
Your Zoome team

Dear player,

It's great to hear that you liked our platform :)

We are constantly growing and always trying to extend our game range, so, we are sure, a lot of new providers will be added someday. Thanks for playing with us!

Kind regards,
Your Zoome team