Zoome Casino - Player's account is closed, delaying withdrawal.

Dear Casino Guru Team,

I’m reaching out for help with an issue I’ve encountered with Zoome Casino. On March 6, 2025, I noticed my account was blocked after attempting to withdraw €1,800, which was the capped amount of my winnings (originally over €5,000, but they imposed a cap). I had already completed their KYC process, uploading all required documents, including proof of my online card, so I was confused and frustrated when my withdrawal was canceled and my account disabled.

I emailed Zoome at 1:16 PM that day asking why my account was blocked. They responded at 2:08 PM, stating it was due to a violation of their Terms and Conditions under Section 10 (Anti-Fraud Policy), but they didn’t specify what I supposedly did wrong. I replied at 2:35 PM, pointing out that I won the money fairly and questioning why they’re withholding my €1,800. Their next response at 3:40 PM listed possible violations—like collusion, multiple accounts, or fraudulent activity—but again provided no evidence or details about my case. I’ve asked repeatedly for clarification and my money, but they’ve stuck to vague replies and haven’t paid me.

Here’s a summary of what happened:

I won over €5,000, which Zoome capped at €1,800.

I requested a withdrawal of the €1,800, but it was canceled.

My account was then blocked, citing "Section 10," with no specific reason given.

I’ve complied with all KYC requirements, yet my funds remain unpaid.

I’ve had the following email correspondence with Zoome:

Email 1 (S***** G***** to Zoome Support):

March 4, 2025, 9:49 AM

Dear Support,

My actual balance was around €5200 that I won, and after completing the wagering, I got capped at €1800. This is not correct. I have read your terms, and the cap you have is €10,000 max win. Please can you check this and update my balance accordingly?

Shauna

Email 2 (Zoome Support to S*****):

March 4, 2025, 11:25 AM

Hello S*****,

Thank you for reaching out to us. We truly appreciate you bringing this matter to our attention, and we're very sorry for the situation you've encountered.

Email 3 (S***** G***** to Zoome Support):

March 4, 2025, 12:07 PM

Hi again,

This is not correct. Please refer to my attached screenshot which states max win €10,000 and the URL is Ireland, not Germany.

Email 4 (Zoome Support to S*****):

March 4, 2025, 1:43 PM

Hello S*****,

We hope you are doing well! Thank you for reaching out to us, and we completely understand how frustrating this situation can be. We would like to…

Email 5 (S***** G***** to Zoome Support):

March 4, 2025, 2:53 PM

Dear Zoome Customer Support,

Thank you for your response, but I’m still confused and concerned about the contradiction in your terms and the handling of my bonus.

Email 6 (Zoome Support to S*****):

March 4, 2025, 5:50 PM

Hello S*****,

We sincerely apologize for any inconvenience this may have caused. We completely understand your frustration and regret that this issue has arisen.

Unfortunately, our team did not update the bonus descriptions in our Terms and Conditions as needed, and we deeply regret this oversight. Rest assured that we have acknowledged this mistake and are actively working to correct the information to provide clarity and transparency for all our valued customers.

At this time, we would like to clarify that the maximum win for any bonuses is €1,500. We are committed to ensuring that all bonus terms are accurate and clearly communicated in our documentation. Your understanding and patience during this process are greatly appreciated, and we are doing everything we can to resolve the issue swiftly.

Despite this exchange, Zoome has continued to withhold my winnings, and my account remains blocked. This feels like they are unfairly withholding my €1,800, and I am unsure what steps I can take next.

I would appreciate any assistance you can provide in investigating this issue and helping me recover my €1,800. I can provide screenshots of the emails and any other evidence if needed—just let me know what you require.

Thank you for your help!

Sincerely,

S*****

Dear msshaon900,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating situation you’re facing with Zoome Casino and your blocked account.

To help us investigate this issue further, could you please provide the following:

1. Could you forward any specific responses from Zoome that include details on why they mentioned your violation of Section 10 (Anti-Fraud Policy)? Any communication where they outlined these accusations, including dates, would be helpful.
2. Have you received any additional communication from Zoome after their last response on March 4, 2025? If yes, could you forward that as well?
3. Can you confirm if you received any information regarding the bonus win cap mentioned in their terms? They mentioned a maximum win of €1,500, which seems to be different from what you initially understood.

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any other supporting documentation or communication, please feel free to forward it to petronela.k@casino.guru as well.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Thank you for your response and for taking the time to investigate my issue with Zoome Casino.

I truly appreciate your assistance in this frustrating matter. As requested, I’m providing the additional details and communications to help with your investigation. I’ve also attached the relevant email exchanges for your reference and can forward more documentation if needed.

1. Specific Responses from Zoome Regarding Section 10 (Anti-Fraud Policy) Violation

Zoome has repeatedly cited a violation of their Anti-Fraud Policy under Section 10 as the reason for blocking my account and withholding my €1,800 withdrawal. However, their responses have been vague and lack specific evidence. Below are the key communications where they mentioned this violation:

March 6, 2025, 2:08 PM: Zoome first informed me that my account was blocked due to a violation of their Terms and Conditions under Section 10 (Anti-Fraud Policy). They did not specify what I allegedly did wrong.

March 6, 2025, 3:40 PM: In a follow-up email, they listed possible violations such as collusion, multiple accounts, or fraudulent activity but provided no evidence or details specific to my case.

March 21, 2025, 1:14 PM: Zoome stated, "the reason your account was blocked was due to a violation of Section 10 of our Anti-Fraud Policy, which covers actions such as creating multiple accounts, chargebacks, or any fraudulent behavior." They then acknowledged that I "have not engaged in any of the actions listed above," which makes their decision to withhold my funds even more confusing. Despite this admission, they claimed they were "unable to verify [my] compliance with all our Terms and Conditions" and refused to release my funds or reinstate my account.

March 21, 2025, 1:53 PM: In their final response, Zoome reiterated that my account was blocked due to a violation of Section 10, mentioning "various forms of suspicious behavior" and that their team had "flagged certain activities associated with [my] account." Again, they provided no specific details or evidence to support these claims, despite my repeated requests for clarification.

I’ve attached screenshots of these email exchanges for your review. It’s incredibly frustrating that Zoome continues to make these accusations without providing any concrete evidence, especially after admitting I didn’t engage in the actions they initially listed.

2. Additional Communication from Zoome After March 4, 2025

Yes, I’ve had further communication with Zoome after their last response on March 4, 2025. The most recent exchanges occurred on March 21, 2025, as detailed above (1:14 PM and 1:53 PM). In between, I sent Zoome an email on March 6, 2025, at 1:16 PM, asking why my account was blocked, followed by additional correspondence where I challenged their vague responses. My email to them on March 21, 2025, at 1:34 PM, expressed my frustration and demanded an immediate resolution, pointing out that their own admission—that I hadn’t engaged in the listed fraudulent activities—means there’s no justification for withholding my €1,800. Unfortunately, their response at 1:53 PM remained evasive, and they have not provided any further communication since then. I’ve attached these emails as well for your reference.

3. Information Regarding the Bonus Win Cap

Zoome’s handling of the bonus win cap has been inconsistent and contradictory. Initially, I understood the maximum winnings cap for deposit bonuses to be €10,000, as stated in their Terms and Conditions (see the screenshot I provided in my initial complaint, which clearly states: "Maximum winnings from deposit bonuses and other promotions capped at 10 000 EUR (or equivalent), excess winnings voided"). This is why I was shocked when my €5,200 winnings were capped at €1,800.

However, in their email on March 4, 2025, at 5:50 PM, Zoome claimed that the maximum win for any bonuses is €1,500, admitting that they "did not update the bonus descriptions in our Terms and Conditions as needed" and were "actively working to correct the information." This discrepancy is concerning, as it suggests they retroactively changed the terms to justify capping my winnings at a lower amount. Even if the €1,500 cap were correct, my €1,800 withdrawal should still be processed, as they allowed me to request that amount after capping my winnings. Their refusal to pay even this capped amount, combined with the account blockage, feels like an unfair tactic to avoid paying me altogether.

Additional Context and My Position

I’ve complied with all of Zoome’s KYC requirements, including providing proof of my online card, and I’ve played fairly throughout. Zoome’s vague accusations of "suspicious behavior" and their inability to provide evidence are unacceptable. Their admission that I didn’t engage in the fraudulent activities they listed under Section 10 further undermines their justification for withholding my €1,800. I feel that Zoome is using these baseless claims as an excuse to avoid paying my rightful winnings, which is both unfair and unethical.

I’ve attached all relevant email correspondence and the screenshot of their Terms and Conditions showing the €10,000 cap. I can forward additional documentation to petronela.k@casino.guru if needed—just let me know what else you require.

I’m incredibly frustrated by Zoome’s handling of this situation and their refusal to release my funds despite a lack of evidence. I would greatly appreciate your assistance in investigating this matter further and helping me recover my €1,800. Please let me know if there are any additional steps I can take to expedite a resolution.

Thank you again for your support—I’m hopeful that with your help, this issue can be resolved soon.

Best regards,

Dear msshaon900,

Thank you for your detailed follow-up and for providing all the necessary information. I can see how frustrating this situation is, and I will do my best to assist you in resolving this issue with Zoome Casino.

From the screenshots you forwarded, it appears that Zoome’s Terms and Conditions initially stated that the maximum win amount was €1,500, and the maximum winnings were capped at €10,000. This is quite confusing, as it suggests that the win limit was €1,500, but the overall winnings could still reach €10,000. However, Zoome later revised these terms, stating that the maximum cashout is now €1,500.

Furthermore, the accusations Zoome has made regarding your account are indeed too vague. They list several potential violations, including:

• Colluding with other players
• Using unfair strategies to win
• Fraudulent activity against casinos or payment providers
• Chargebacks or denying payments
• Creating multiple accounts
• Delaying game rounds (including free spins and bonuses)
• Other forms of cheating or financial insolvency

These accusations are broad and cover many different scenarios, yet they have not provided any specific evidence or details related to your case.

I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank you for your detailed response and for reviewing the information I provided. I truly appreciate your efforts in assisting me with this frustrating situation with Zoome Casino. I also appreciate you transferring my case to your colleague Kubo, and I look forward to his assistance in resolving this matter.

I completely agree with your observation that Zoome’s Terms and Conditions are confusing and contradictory. As you noted, their terms initially stated a maximum win amount of €1,500 while also capping overall winnings at €10,000, which is inherently conflicting. Then, they later claimed the maximum cashout is €1,500, admitting they failed to update their Terms and Conditions earlier. This discrepancy is not only misleading but also fundamentally unfair to players like myself who relied on the published terms when playing.

From a legal standpoint, such conflicting terms would likely never hold up in a court of law. Zoome cannot retroactively change their terms to justify withholding my €1,800 withdrawal, especially after allowing me to request that amount following their own capping process. This feels like a deliberate attempt to avoid paying my rightful winnings, which is both unethical and potentially unlawful.

Dear msshaon900,

My name is Kubo, and I will be handling your complaint from this point forward. If there have been any new developments regarding this case since the last update, please let me know.

I would also like to invite representatives from Zoome Casino to participate in this discussion and provide any relevant details that may help resolve the matter.

Dear Zoome Casino,

Could you please provide a detailed explanation of the discrepancies in this case? Specifically, I would appreciate clarification on the following points:

• Conflicting Maximum Winnings Limits - The Bonus Terms & Conditions list two different maximum winnings limits: €1,500 and €10,000. Which of these amounts applies to players?
• Bonus Categorization Issue - The terms state that Welcome Bonuses have a maximum winnings cap of €1,500, while Deposit Bonuses are capped at €10,000. The bonus in question is part of the "Welcome Pack" but is titled "Third Deposit Bonus". Which rule should apply in this case?
• Misleading Bonus Description - In an email sent to the player on March 4, 2025, your customer support admitted that the bonus description had not been updated by the responsible team. You also stated that the mistake was acknowledged and that you were "actively working" to correct it. However, nearly a month has passed, and the description remains unchanged. Could you clarify what "actively working" means in this context?
• Unclear Winnings Cap of €1,800 - According to your explanation of the bonus terms, the maximum winnings should be €1,500. However, in this case, the actual cap appears to be €1,800. Could you explain where this additional €300 comes from?
• Account Blocking Reason - Could you provide specific details and supporting evidence regarding the alleged violations of your Terms & Conditions? Please send all relevant documentation to my email: jakub.m@casino.guru.

Your prompt response and transparency in addressing these concerns would be greatly appreciated.

Best Regards,

Kubo

Hello Kubo! 

We are checking the information on this case. 

We will collect all the data you need in the shortest possible time and provide you with the full information you requested.

Hello! 

We've reviewed the customer's contact history and account details. 

1. On our website, bonus conditions may differ for different GEOs. As we saw, the customer used a VPN to log in to the site from an IP address in another country. Therefore, he could have cached information on the bonus for another location. 

The customer was given recommendations on how to clear the cache so that he could see the actual information. 

The maximum winnings from the bonus are indicated as 1500 EUR in the bonus card and in the company's rules. 

2. The company's rules contained a non-circumstantial example of receiving winnings from the bonus after wagering it, which does not affect the terms of the bonus itself. This information has now been corrected (please find attached a screenshot of the outdated description). 

3. 300 EUR was the customer's deposit. Accordingly, after wagering, the deposit amount of 300 euros remained on the balance, as well as the wagered bonus of 1500 EUR. 

4. The customer's account was suspended due to violation of T&C clause 10. We are currently waiting for the details from our specialized department to send you an email. 

Dear Kubo!

The client's account was closed because it failed the verification procedure.

After detecting suspicious activity on the account, we requested verification and the client was unable to provide relevant documents. 

Dear Zoome Casino,

Thank you for your previous responses and for providing additional clarification.

However, regarding the discrepancies in the bonus amounts listed, I would urge you to take a closer look at how your website functions. Based on my observations, the stated maximum bonus amount is not influenced by the user’s location or IP address, but rather by the language selected on the website. For instance, when viewed in English, the maximum bonus is displayed as €1,500, while in the German version, it is listed as €10,000. This inconsistency appears to be language-based, not location-based or related to cached versions of the site.

English version:

German version:

In your communication with the player, you acknowledged this inconsistency as a mistake and assured her that you were actively working on resolving the issue. However, more than a month and a half has passed since then, and the misleading amounts still remain on the site. While it’s true that the Bonus Terms and Conditions section has been updated, the discrepancy in the bonus detail section is still present - as shown in the screenshot below.

Regarding the non-provision of documents, I would appreciate some further clarification. Was the additional verification requested immediately following the player's withdrawal request? What was the timeframe between this request and the subsequent blocking of the player’s account?

Thank you.

Dear Kubo,

Thank you for your continued assistance in investigating my complaint against Zoome Casino. I’m writing to respond to Zoome Casino’s recent claims, which I believe are misleading and inaccurate. I’d like to set the record straight regarding their accusations about my account, the VPN usage, and the verification process, while also pointing out the contradictions in their statements about the bonus terms.

1. False Accusation of VPN Usage

Zoome Casino claims that I used a VPN to log in from an IP address in another country, which allegedly caused me to see incorrect bonus information due to cached data. This is simply not true—I did not use a VPN at any point while accessing their site. I accessed Zoome Casino from my home IP address in Ireland, and I can prove this with ISP records or any other necessary documentation if required. Their claim about VPN usage feels like a fabricated excuse to justify the discrepancies in their bonus terms and to shift blame onto me. I urge Casino Guru to investigate this further, as Zoome has provided no evidence to support this accusation.

2. Submission of Requested Documents

Zoome Casino also stated that my account was closed because I "failed the verification procedure" and was "unable to provide relevant documents" after they detected suspicious activity. This is another false claim. I completed their KYC process well before my withdrawal request, submitting all required documents, including proof of my online card, as early as March 2025. I have email confirmations from Zoome acknowledging receipt of these documents, and I can provide screenshots of this correspondence if needed. At no point did Zoome inform me that my documents were insufficient or that additional verification was required after my withdrawal request—until they suddenly blocked my account. I’d like Zoome to specify exactly which documents they claim I failed to provide and to provide evidence of their request for additional verification, as I believe this is another baseless accusation meant to avoid paying my €1,800 withdrawal.

3. Contradictions in Zoome’s Bonus Terms

Zoome’s explanation of the bonus terms continues to be contradictory and unreliable. They now claim that the maximum winnings from the bonus are €1,500, as indicated in the bonus card and company rules, and that the €10,000 cap was a "non-circumstantial example" that has since been corrected. However, as Kubo pointed out, the discrepancy between the English version (€1,500) and the German version (€10,000) of their website appears to be language-based, not location-based or related to cached data. This aligns with my experience—I accessed the site in English from Ireland, and the terms I saw clearly stated a €10,000 cap on maximum winnings from deposit bonuses, as shown in the screenshot I previously provided.

Moreover, Zoome’s own communication contradicts their current stance. In their email to me on March 4, 2025, at 5:50 PM, they admitted that they "did not update the bonus descriptions in our Terms and Conditions as needed" and were "actively working to correct the information," confirming that the €1,500 cap was not properly communicated at the time I played. Now, they’re claiming the €10,000 figure was just an "example," which directly contradicts their earlier admission of a mistake. This inconsistency is unacceptable and further proves that their terms were misleading at the time I played. As I mentioned previously, such conflicting terms would likely not hold up in a court of law, and Zoome cannot retroactively change their terms to justify withholding my winnings.

4. My Account Balance and Withdrawal

Zoome stated that my deposit was €300, and after wagering, my balance consisted of the €300 deposit plus a wagered bonus of €1,500. This aligns with my understanding that my total balance should be €1,800, which is exactly the amount I requested to withdraw. If Zoome agrees that this €1,800 is the correct amount after their own capping process, there should be no reason to withhold my withdrawal—yet they continue to do so under vague and unsubstantiated claims of "suspicious activity."

5. Request for Further Action

I’m deeply frustrated by Zoome Casino’s continued attempts to avoid paying my rightful €1,800 withdrawal through false accusations and contradictory statements. I’ve complied with all their requirements, played fairly, and relied on the terms they published at the time. Their claims about VPN usage and my alleged failure to provide documents are outright lies, and I can provide evidence to disprove them. Additionally, their contradictory statements about the bonus terms only further undermine their credibility.

I can provide additional documentation, including ISP records to disprove the VPN claim and email correspondence confirming my document submissions, if needed. I’d be happy to forward these to jakub.m@casino.guru or any other address you provide.

Thank you again for your support, Kubo. I’m hopeful that with your assistance, Zoome will be held accountable, and I can finally receive my €1,800. Please let me know if there’s anything further I can do to expedite this resolution.

Hello,

Thank you for bringing the issue with the description on the German version of the site to our attention. We will correct it as soon as possible.

However, it’s important to clarify that the customer was using the English version of the website, as clearly shown in their submitted screenshots. For their location — Ireland — the bonus terms and conditions clearly stated a maximum winnings limit of €1,500.

Additionally, the customer logged in from both Germany and Ireland within the span of one minute, which strongly suggests the use of a VPN service.

The company's rules also specify different bonus conditions for different countries, which also determine the default version of the website as English.

Regarding the account verification: the client was asked to complete verification upon requesting a withdrawal. While they did submit a photo ID, they failed to provide valid proof of payment and registration address. After these documents were rejected, we sent a detailed email outlining the required information for verification. However, we did not receive any new documents from the client thereafter

.

Thank you for your continued assistance in resolving my complaint against Zoome Casino. I’d like to respond to their latest claims about the alleged VPN usage, account verification, and bonus terms, as I believe their accusations are misleading and unsupported by evidence.

1. IP Discrepancy – Unlikely to Be VPN Usage

Zoome claims I logged in from both Germany and Ireland within one minute, suggesting I used a VPN. I did not use a VPN at any point while accessing their site. There are many legitimate reasons why an IP address might appear to switch locations, especially when using a mobile device or network. For example, mobile networks often assign dynamic IP addresses that can change rapidly based on the cell tower or partner network being used, particularly in the EU where roaming is common. Factors like signal strength, network congestion, or roaming agreements between carriers can cause an IP to reflect a different country, such as Germany, even if the user hasn’t physically moved. This is especially likely in border regions or when traveling, but it can happen anywhere due to how mobile networks operate. Given these common scenarios, it’s highly unlikely that I used a VPN, and Zoome has provided no concrete evidence to support their claim. I’m happy to provide ISP or mobile carrier records to confirm my location and network usage if needed.

2. Verification Documents Were Submitted

Zoome claims I failed to provide valid proof of payment and registration address, despite submitting a photo ID. This is incorrect—I completed their KYC process in March 2025, submitting all required documents, including proof of my online card and address. I have email confirmations from Zoome acknowledging receipt of these documents, which I can provide if requested. Zoome never informed me that my documents were insufficient until after they blocked my account, and I never received the "detailed email" they claim to have sent requesting additional information. I request that Zoome provide evidence of this email, including its date and content, as well as specific reasons why my submitted documents were rejected. Their lack of transparency suggests they may be using this as an excuse to avoid paying my withdrawal.