Zoome Casino - Player faces issue withdrawing winnings due to card verification.

I won 200 ..trying to withdraw it...was from free spins..playthrough met.

They are asking me to provide a mastercard that was a gift card mastercard that I can't reload, that I used ona previous deposit. That card has long been thrown out . My account has already been verified ..and now there asking me for something that I don't nor will ever have in my possession as I threw it out.

Dear kbbest98,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Casinos can ask you to verify every previously used payment method

Do I understand correctly that verifying the card seems to be the only obstacle standing between you and your winnings? Is there a way for you to prove the card was issued in your name, or that it was ever associated with your person?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

My error..it was a depisit from over a year ago..but I found a copy of the card uploaded the card and the statement and now they want my marriage or divorce certificate because the depisit and the name on the card is my maiden name and I went back to KmY married name..these people are veing ridiculous they didn't mind taking my money fir the depisit when it wasn't in my married name ..ease advise...everytime I send them what they want they want more..it's jyst insane now.

And let's not forget that my account has already been verified,,seems to me there trying to find every reason not to pay me out .

Uploaded my divorce certificate ..now they have suspended my account. I have complied with every request and this is how they treat there customers

Hello Tomas and Karen 

Dear, Karen, we thank you for your cooperation and uploaded documents. From our side, the withdrawal request was already approved, and the funds will soon be credited to your payment account.

Have a great day ahead!  

Kind regards,

Your Zoome team

Thanks for the clarification and to the casino representative for the good news.

Dear kbbest98,

Could you please confirm whether the money reached you already?

I'll await your reply.

Dear kbbest98,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.