Zoome Casino - Player’s account is closed after a win.

Hi, this casino closed my account right after i made a win and i found out about it when i tried to login the next day. I reached out to their support, after which I received an email requesting docuements for verification and for reopening my account. I sent everything they asked for but they haven’t responded to my email for more than two weeks. Then, about a week ago, I received another email from them requesting more documents for a refund, even though I still haven’t received any answer as to why my account was closed. They havent even provided me with a reason nor have they sent me an email stating that i did something wrong. I also sent the requested documents but haven’t received a response to that either. Today i reached to their live support chat and they simply told me my account is closed and that its their final decision. i asked a few times to tell me why, they wouldnt provide me with any information and i really think they just dont want to pay me my money because i can not think about any other reason this could happen. I am sure i did nothing wrong and they are trying to steal money from people. Help me please

Dear marunowskin,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share with me your communication with the casino? 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

Hi, i opened my account on this casino in december and i made a win mid january, so i had my account for about a month. i found out that my acc is closed when i tried to log in the next day after i made a win. i played only a slot game and i used my own money. i will send to email you provided me with, everything i can find regarding communication with this casino

Thanks for your patience.

According to the email you received on January 17th your account was blocked due to 'violotation of our Bonus Terms and Conditions'.

Could you please whether you accepted and played with any bonuses in the casino such as a welcome deposit/no-deposit bonus?

Dear marunowskin,

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.

Hi, sorry for the late response, I have resolved all issues with the casino and they have refunded me my money. Thank you for all your help. Greetings

Dear marunowskin,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru