Zoome Casino - Player’s account was disabled without explanation.

I deposited 400 euros and got the bonus and I won a bit under 4000 euros. I continued to play on the same slot until the whole amount had met the rollover, the slot is also allowed under t&s. Then I verified my account but when I then tried to login the day after my account was disabled, I asked why and they told me they had chosen to close down my account because of reasons they could not tell me. I did nothing wrong and I don't understand why they would close my account when I followed all the rules etc.

Dear suleymanpopzz4,

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 if you passed the full KYC verification?

Could you kindly advise what bonus you took? Was it the first deposit bonus, or some other bonus? Please send me the link or the screenshot of the bonus here.

Have you received any email from the casino after your account was blocked? If you have, please forward it to me. My email address is veronika.l@casino.guru.

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

I don't know if I passed because they closed my account before I could check, it was one of the welcome bonuses "Highroller". https://zoome.casino/no/promotion-details/highroller

Have not received any email i chatted with them but I do not have the log.

Thanks

Thank you very much, suleymanpopzz4, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you suleymanpopzz4 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Zoome Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Hello Peter!

In relation to this case, the client used strategies for wagering, which we regard as a bonus abuse.

For this reason, the client was written off the winnings from the bonus and returned the deposit amount.

This situation is regulated by the rules of the company number 10.

The management of the Zoome casino reserves the right to withhold or seize any bonuses or winnings gained as a result of fraudulent or otherwise unfair practices. Bonuses offered by Zoome are intended for genuine recreational players only. The bonuses are not intended to give away free money to players classified as "bonus hunters" or "bonus abusers." Zoome management will review all player accounts and classify them at their discretion. Once a Player is classified as a "bonus hunter," - bonuses will not be available to them; at the same time, the player can continue to play for real money. Once a Player is classified as a "bonus abuser," all winnings and bonuses will be voided.

Also sent to your mail additional details on the client.

What do you mean by bonus abuse? I played one slot for my whole period of playing at Zoome casino and when I won I verified my account and you just closed it. I did not even get my deposit back so you are straight up lying.

Thank you for providing me with the information Zoome Casino representative. I have responded to your email and am looking forward to your reply!

Dear suleymanpopzz4, I will keep you updated about any developments. Thank you for your patience during this time!

Hello!

We need a little more time to compose all the evidence and give you the most detailed answer. In the near future we will send it to you by mail and notify you here.

Hello Peter!

Sent to your mail answers to additional questions.

Hello everyone,

My name is Kubo, and I will be taking over the resolution process for this complaint. Let me dive into the issue to understand it clearly and smoothly continue the investigation that my colleague Peter started. I am extending the timer by an additional 7 days to review all provided evidence and documentation related to this case.

Thank you for your understanding and patience.

Best Regards, Kubo

Dear Zoome Casino,

After reviewing the case and considering the explanation provided to my colleague Peter, I'd like to kindly request that you reconsider your decision as at Casino Guru, we find the explanation insufficient to justify banning player's account and voiding his winnings. The legitimately accumulated winnings from the bonus should be available for withdrawal immediately after fulfilling the wagering requirements, which, I believe, was the case here. Forcing the player to wager his rightful winnings further is against our Fair Gambling Codex as we believe players should be able to use a casino bonus and the winnings accumulated from it as they choose, once the stipulated conditions are met.

For the aforementioned reasons, I must side with the player, as no other evidence of fraudulent play has been provided by you.

I look forward to your reply.

Hello, Kubo!

This client was engaged in bonus abuse, so we cannot accommodate in this case. We have every reason to believe that the client used our site not for playing, but solely to earn money from our bonuses.

As you can see from past complaints, we are always ready to admit our own mistakes and work with complaints, but here we see a clear case of bonus abuse by the client. The registration was solely to receive a bonus that was credited after the first deposit, and the gameplay was exclusively in one slot with the same bet amount each time.

Therefore, we will not change the decision on this client, since the write-off took place in accordance with the company's rules.

I dont understand how I am not allowed to play one slot with the same amount each time, this is crazy. Zoome this is ridiculous...

I deposited and wanted to play that slot, it went well so I continued until I had met the rollover then I tried to withdraw and you deem it to be bonus abuse, how on earth is that abuse? Does not at all seem like a serious casino.

Dear everyone.

Regarding our ongoing communication regarding this complaint with a representative from Zoome Casino outside of this thread, I am granting the casino an additional 7 days to reconsider their decision or provide undisputable evidence supporting their claims.

Our stance on this case remains unchanged: based on the evidence provided, we maintain that the player's winnings should be paid in full, as no fraudulent activity has been sufficiently proven.

Please be reminded that if the casino fails to provide tangible evidence, this complaint may remain unresolved, potentially resulting in a drop in the casino's rating.

Hello!

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 the good news! I truly appreciate your dedication and approach to this case and your decision to change your initial stance. I find this to be a commendable act of fairness. We will now wait for confirmation that the refund has been processed.

Hey, thank you very much for your help Kubo. I got an email from Zoome yesterday that told they would refund me 1000 euros, but 1000 euros is not the full amount. My account is still disabled aswell so I can not login and request a withdrawal.

Hello!

Regrettably, the support team made an error regarding the refund amount. The balance must be returned to the entire amount that was before the write-off.

After verification, you can withdrawal it.

Dear Zoome Casino,

Could you please inform us of the expected timeframe for processing the player's refund?

Hello!

We are currently awaiting the completion of player verification. To do this, he needs to provide a selfie with a passport\ID\driver's license in his hands.

Unfortunately, the photos that the client provided did not fit for verification.

As it was reported to him by the support service, the photo should show all 4 corners of the document, all its data should be readable and it should be seen that it is the client who holds the document in his hands and his face.

Dear suleymanpopzz4,

Please submit all the required verification documents as per the casino's guidelines. Kindly inform me once you have completed this.

Sorry I was away, I will provide the picture asap

I have received the withdrawal now, thank you very much!

Dear suleymanpopzz4,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo