Zoome Casino - Player's account has been closed after requesting withdrawal.

I made an account here, i played with the first deposit bonus and i had a win of 1000 euro. I fully verfied my account and receive the money. After seeing this is a good site to play and I saw that they are paying, I made the second deposit and took a bonus, I completed the bonus and had around 2-3k euro and after I played a bit more and won a total of 4800 euro. I made a withdrawal fo 1000 euro ( thats the maximum they allow) and receive the money. After wanted to go and ask for the rest of the money but I see my acocunt is disabled. No email from them, no warning, my account was fully verified and they also paid me. Seems like they dont want to pay the full amount since is a lot of money for them.

Dear fionawillieK,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify when exactly your account was blocked?

Have you contacted the casino after your account was disabled? When was the last time you communicated with customer support regarding your account closure?

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

Right after receiving my first 1000 euro from the 4800 euro win I had. I tried to contact customer support but couldnt.

They just disabled my account without giving me my money.

Have you received any email from the casino regarding the reason why your account was blocked? If you have, please forward it to me. My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

No, nothing, just disabled my account so I cannot take my money. As I said, I didnt do anything forbidden... Very unprofessional from them.

Thank you very much, fionawillieK, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 fionawillieK,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Zoome Casino to join the conversation.

Dear Zoome Casino,

Could you please furnish us with reasons regarding the sudden deactivation of the player's account, as well as the reason behind the non-payment of their winnings?

Hello Michal!

The client was blocked for bonus abuse on our website, in accordance with №10 of the company's rules.

We have sent you an email with detailed information and screenshots from our systems to confirm this.

Dear Zoome Casino,

Thank you for your email, I have responded back with some additional questions.

Hello Michal!

Sent an answer to your email.

Dear Zoome Casino,

Thank you for your email, I have responded back again with some additional questions to better understand the whole situation.

Hi,

One month ago I made this complaint and the casino didnt even tried helping this situation. I dont understand why Im spoke about like "bonus abuser". I didnt do anything to break the rules, I played following their rules. But who knows, maybe the casino will find a bit of time to tell us why they blocked the account.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello!

On our side, all the nuances of the situation were additionally weighed. We decided to return the client his winnings, after the withdrawal of which the account will be closed and subsequent registrations on the site are not available.

Additionally, we will inform you here when the payment will be available to the client.

Dear Zoome Casino,

Thank you for reconsidering the situation. I'm glad we were able to find a consensus.

Dear fionawillieK,

Following Zoome Casino's response, your winnings will be returned to your balance, allowing you to make a withdrawal. I hope that the withdrawal process goes smoothly.

Yes! They didnt activate my account, is still blocked, but asked me on an email to give them details to receive my money.

But they said they will give me just the deposit money, not my winnings also...

" in order to process with the refund of your deposit "

I give them the details of my mifinity account and one selife with my id. Please talk to them to send also my winnings!

I sent also the screenshot below.. Its weird that they said to you that will send my winnings and to me that they ll send just my deposit...

Dear Zoome Casino,

Can you please clarify why was only "the refund of your deposit" mentioned in the email that was sent to the player?

Hello!

Perhaps the usual typo in the letter. On the company's side, it was decided to return the winnings to the client after passing verification.

We are waiting for the verification of the clinet and it will be able to issue funds for payment.

Thank you for the clarification, Zoome Casino.

Dear fionawillieK,

Kindly work together with the casino team regarding the verification process. Once this is successfully completed, your total winnings should be disbursed to you as previously outlined.

Im speachless ! Thanks for all your help CasinoGuru! I will write here when I get all my money!

Dear fionawillieK,

Sure, please let me know once you have received your winnings in order for us to consider your case resolved.

Ok, I post here when I receive it, but still nothing.

Hello, Nothing yet

Dear fionawillieK,

Have you received any information from the casino that the Know Your Customer (KYC) process has been completed successfully?

Hello!

The player has successfully passed the verification procedure. Now we create a task for withdrawal of funds, so it remains only to wait.

Hello! I just got the money!

Thank you CasinoGuru!

Also how can I rate the casino to warn other people about cases like this with 1 month and a half without paying?

Great news, fionawillieK. I'm glad you finally received your winnings.

Although I understand that the process may not have been ideal for you, but it is important to note that casinos have the right to conduct KYC and AML checks on players. In cases where there are uncertainties, such as in your gameplay, it is standard procedure for the casino team to review and verify. While some actions may have raised suspicions, a thorough examination revealed no breach of terms, leading to a resolution where your winnings were rightfully paid out. I understand the delay may have been frustrating, but please know that such situations can be intricate and time-consuming. The main takeaway is that you have now received your fairly won winnings.

The decision if you continue playing at Zoome casino, or not is solely up to you. You are free to submit a user review here Zoome Casino Review | Honest Review by Casino Guru when you click on the purple Write a review button

With all this being said, can you please confirm if I can consider your complaint resolved or do you require assistance with anything else?

Yes, everything is good! They paid!

Thank you again Casino Guru Team!

Dear fionawillieK,

Thank you for the confirmation.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru