Zoome Casino - Player's account has been closed.

I deposited $30 on the 4th December won $4500 the same day they said I needed to verify my account sent through all of the documents then they wanted a selfie of me holding my id said I only had a pic of it on my phone so I had a friend taking a photo of me holding my phone with id, they did not accept it then ended up getting if sending them a selfie with id they said it was not clear enough then they rang me yesterday afternoon said it had been rejected because of a shadow on the bottom but even if there was a shadow I made sure everything was clear and visible b4 I sent it. When I woke this morning had an email saying account had been blocked and they would refund me the $30 I deposited

Dear Jel91288,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zoome Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• What was the casino's justification for confiscation of your winnings? Did the casino cite any broken rules?
• Was this your only deposit in the casino?
• Could you please share with me your communication with the casino supporting your case? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

They said I was in violation of Claus 10 of there therms and conditions and yes it was my 1st deposit. I feel as though I had sent through more than enough evidence for them to verify my identity I even had a statutory declaration declaring that I was the person on the id

Hi I know you would be busy trying to handling all the complaints you receive but I am just wanting to know if there was anymore Information you need me to provide

Hi I know your probably sick of me messaging, but when zoome casino kept rejecting my id I went and ordered a replacement photo card and I received it in the mail today so I can upload a selfie with me holding it if U would like

Thank you very much, Jel91288, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.