The player from North Rhine-Westphalia requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The complaint was rejected because the player didn't respond to our messages and questions.
Zoome Casino - Player claims that payment has been delayed.
Amount: €250
Zoome Casino
Safety Index:Very highSafety Index
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9.0
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Ladies and Gentlemen!
I'm playing at the zoome casino mom.Wanted to make a payout.But the casino doesn't want to pay it out because they want a bank statement with a name.But then I got one but unfortunately it doesn't say no name on it. I submitted everything else. I don't understand what else I'm supposed to prove. If I hadn't paid into the casino, I couldn't play there. Above all, they can see the deposit via transactions. It's about mom €250 which I would like to be paid out. I hope they can help me.
Mfg Manuela L***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 year ago
Dear Ela1971,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
