The player from Austria had his account blocked and balance removed by the casino due to an alleged violation of bonus terms. The player insisted he had adhered to the terms and had gameplay recordings as proof. His account had been verified and he had previously made a successful withdrawal. The casino had identified a bug in their deposit bonuses that had allowed the player to use bonus money in tournaments, which they deemed illegitimate. The casino refunded the player's €200 deposit and offered 50 free spins as an apology. The player had acknowledged the refund but was dissatisfied, believing he was entitled to €1800 he had won in games. We had explained that casinos have the right to void winnings due to game or bonus bugs and asked if he had received the compensatory spins. The player did not respond, leading to the rejection of his complaint.
Zoome Casino - Player’s account blocked due to alleged bonus misuse.
Amount: €1,800
Zoome Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
200 euro eingezahlt mit 60 % bonus, wollte jetzt 1800 auszahlen und bekamm dieses email schreiben
We regret to inform you that your account has been blocked, and your balance has been removed due to a violation of our bonus terms, as outlined in paragraph 10.
Paragraph 10 of our terms states: "The management of the Zoome casino reserves the right to withhold or seize any bonuses or winnings gained as a result of fraudulent or otherwise unfair practices. Bonuses offered by Zoome are intended for genuine recreational players only."
We take adherence to our terms and conditions seriously to maintain fair play and uphold the integrity of our platform.
In case of any additional questions feel free to contact our support team - we work 24/7 and will be more than happy to help you.
Sincerely,
Zoome Customer Support
Bin mir aber zu 100% sicher das ich gegen nichts verstoßen habe. habe auch alles auf obs aufnahme was ich gespielt habe.
Hello bubbelkuh,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Zoome Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? What kind of games were you playing? Did the casino refund you your deposit or mentioned it at least? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
My account has been fully verified for a week and I have already made one withdrawal.
I have played b-gaming games, but never bet more than 3 euros.
After about 10 emails I got the 200 euros I paid back. But I think it's pathetic that I'm not getting the 1800 because I'm 100% sure that I haven't violated any laws because I read through everything and stuck to everything. Regards Mario
Good afternoon!
A bug was found in the deposit bonuses, which allowed you to use the bonus money to play in tournaments and in this way bypass honest players who play exclusively for real money.
That is why winning tournament money using bonus money is considered illegitimate.
For this reason, these winnings were cancelled in accordance with the company's rules, namely clause 8.
If the Casino mistakenly credit your Player Account with a deposit, bonus or winnings that do not belong to you, whether due to a technical issue, error in the paytables, human error or otherwise, the amount and/or the winnings from such bonus or deposit will remain the Casino property and will be deducted from your Player Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.
Only the deposit you made in the amount of 75 EUR was left on your account balance.
We apologise for the inconvenience, the error in the bonus has already been fixed and should not happen again.
As an apology, you have been credited with an additional 50 free spins.
Hello bubbelkuh,
Can you please confirm that the deposit has been credited back to you and you have received the mentioned free spins from the casino?
Hello, yes I received my 200 euros, but I still think it's a disgrace. I won 1800 in a normal casino game and it was simply taken away from me, even though they now say it was a casino error, not my error. I won the 1800 in various games. And I did everything right.
According to the casino, I played in some tournament. But I didn't.
Well, I got my 200 but I think I should have a right to the 1800 as well. Regards Mario
Hello bubbelkuh,
In case of game or bonus bugs, the casino have right to void the original winnings of the player as the accumulated balance is not legitimate. It works like that in every single casino and there is hardly anything we could do about it. It is a common term that you can never use bonus balance to play jackpots or any tournaments. Did you receive the compensation spins from the casino?
Is there anything else we could assist you with?
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