The player from Germany had won €3000 after depositing €300 using a 100% bonus in Zoom Casino but his account was locked after he had requested a withdrawal. The casino had cited suspicions of fraud as the reason for locking the account and had refused to refund the player's winnings or deposits. After the player had reached out to the complaints team and provided necessary information, the casino had been invited to explain their side. They had cited their terms and conditions, specifically the right to close a player's account at their discretion, and assured that they were processing the refund. The casino later confirmed the completion of the refund process. The player had confirmed receipt of the funds, leading to the resolution of the complaint.
Zoome Casino - Player's account has been blocked.
Amount: €3,000
Zoome Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello, I registered at Zoom Casino over 2 months ago and made several deposits in the ensuing weeks. Zoom Casino regularly sent me bonus offers. On September 25, I deposited 300€ with a 100% bonus. I won with it and was able to wager the bonus. I requested a payout of 3000€ and was asked to send my documents for verification. I sent all the documents to the casino and they were accepted.
After several days of silence, I discovered that my account was locked. I asked Zoom Casino why my account was locked and the live chat said it was an administrative decision and it is final. I asked my account manager via email and she gave this as the reason:
If the player is suspected of fraudulent actions or becomes a bankrupt in their country of residence, the Company reserves the right to terminate such Player Account and suspend and/or cancel all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions.
I have tried multiple times to contact the casino and explain that none of this applies to me but there are no reactions anymore. They are refusing to refund both my winnings and my deposits. I have often deposited at Zoom Casino and when I finally win something they try to cheat me.
I played with a deposit bonus and bet 2€ in a game that was not forbidden.
Please help me, Casino Guru
Dear Maruschka,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Can you please confirm if you successfully passed the whole KYC verification?
Has your account been blocked immediately after your verification, or was it after a gameplay check prior to processing your withdrawal request?
Could you please specify what game you played with the active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Hello Veronika.
After several days of radio silence, I discovered that my account had been blocked and wrote an email. They asked for verification documents which I sent to the casino and they were accepted.
Then it took several days again and I was informed that I had allegedly violated the terms and conditions and that everything would be confiscated.
I have sent many emails to the account manager and repeatedly said that I have not done anything wrong, but the casino refuses to pay and has not responded at all for a long time.
I played Fruit Party from Pragmatic Play and won €3000 with a €2 bet.
Thank you very much, Maruschka, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello, Maruschka!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Hello Pavel and Maruschka,
We understand and apologize for the inconvenience you've experienced.
The closure of the player's account aligns with our 10th section of Terms and Conditions, specifically:
"The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice."
We want to assure you that the process of refunding the player's winnings commenced when the account was blocked. You can be confident that we are actively working on this matter. Rest assured that we will keep you updated on the progress, and we appreciate your understanding during this process.
If you have any further questions or concerns, please feel free to reach out to us. We are here to assist you throughout this situation.
Sincerely,
Your Zoome Team
Zoome Team, thank you for the response!
Is there any approximate timeframe, in which the player will receive the refund?
Hello!
We regret to inform you that we currently do not possess the precise timeframes regarding the processing of refund from our end. However, please be assured that we are diligently working to expedite the process. Rest assured, we are making every effort to provide you with the necessary information as soon as possible and will promptly notify you once there is an update.
Sincerely,
Your Zoome Team
Thank you!
Maruschka, I would give the withdrawal two weeks to arrive, if you it is okay with you. If funds will not be credited to you by then, we will close the complaint as unresolved, which will affect the casino safety index. After that it will be possible for you to reopen it when you will get your funds, so we close it properly, as resolved.
Hello!
We are pleased to inform you that we have successfully completed the refund process for the player's winnings. The funds have been returned to the account credentials that were provided during the withdrawal request. Additionally, the player has been duly notified about the completion of this transaction.
If you or the player have any further inquiries or require additional assistance, please do not hesitate to reach out to us. We appreciate your understanding and cooperation throughout this process.
Sincerely,
Your Zoome Team
Zoome Team, thank you very much!
Maruschka, please, let us know as soon as you will receive your funds successfully and in full!
Dear Maruschka,
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.
Hello, I received the money from the casino.
Thank you Casino Guru
Dear Maruschka,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
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