Zoome Casino - Player’s winnings denied due to alleged rule violation.

Today I received a Sunday bonus offer from the casino. Before using it, I contacted a casino agent to ask about the maximum payout, which I was informed is 10,000. I then accepted the bonus and deposited 30€, receiving a 21€ bonus which required me to play around 850€. I started to play and did not bet more than 0.60€ on a stake. When I had fulfilled the 850€ requirement, my account balance was 340€. I applied for a withdrawal of 320€ but was informed by them that I had violated the rules and was therefore not eligible for the payout. I contacted the agent to ask why, as it made no sense to me. I paid for and received a bonus, played games that are allowed to be played and didn't exceed a single deposit. I'm at a loss, and I would greatly appreciate it if you could provide some assistance.

Dear rile15,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you played while your bonus was active?
• Do I understand correctly that this was the only explanation from the casino you received? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

All the games that I played I can play with the bonus, and the ones that I can't, they didn't open and it says on the page "this game can't be played because you have an active bonus", they fixed that, but I'm really interested in why they blocked me. That's all I got what I got for the answer and I sent it to you.

1. I received an email with an offer RELOAD 70%

2. I contacted the agent before placing the bets, what is the maximum amount of winnings at the end, they received an answer of €10,000

3. I paid the 30€ they ask for that bonus

4. I received a bonus of €21

5. I started playing and the maximum bet was €0.60

5. When I turned everything in and filled out, I requested 320€, I left 20 on the account

6. I'm getting mail that I sent you and that's all

7. I wonder why they took everything from me and returned only €30 to my account

Hello!

A bug was found in the deposit bonuses, which allowed you to use the bonus money to play in tournaments and in this way bypass honest players who play exclusively for real money. 

That is why winning tournament money using bonus money is considered illegitimate. 

For this reason, these winnings were cancelled in accordance with the company's rules, namely clause 8. 

If the Casino mistakenly credit your Player Account with a deposit, bonus or winnings that do not belong to you, whether due to a technical issue, error in the paytables, human error or otherwise, the amount and/or the winnings from such bonus or deposit will remain the Casino property and will be deducted from your Player Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.

Only the deposit you made in the amount of 30 EUR was left on your account balance. 

We apologise for the inconvenience, the error in the bonus has already been fixed and should not happen again. 

As an apology, you have been credited with an additional 50 free spins. 

I'll just say this, I never play tournaments and I don't know what games are there, if you have such a system that the player plays a game that is in the tournament, it's never the player's fault but the casino's. join the tournament and enter the game. I've never heard such a funny thing in my life. May you enjoy my money, and remember a bad word and lying can be heard far away. Cheers with my money, shame on you

And tell me which of the players enters the tournament first and then plays, in addition to so many programs, you don't have the one to see where I was in your field,

I just want to say this, I really played with my heart in your casino, I have never and never cheated, you can ask in the biggest online casinos, my username is the same and they will tell you what kind of player I am, if I cheated I would be blacked out lists. I have already made a lot of deposits in your casino, unfortunately I was not lucky and I still came back and played, now that I have played almost the whole day to fulfill your bonus conditions for a measly €21, you condemn me for cheating. You wrote to me that I do not have the right to never play again in your casino with a bonus or a tournament, but now you sent me 50 free spins. If all players were honest like me, casinos would not have bad ratings. I gave you the highest rating in guru, also askgambler and other platforms, now but you consider me a fraud, thank you very much

Thank you very much, rile15, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi rile15,

I'm taking over your complaint and I will make every effort to assist you. Let me discuss the issue with the rest of the team and get back to you.

Dear Zoome Casino team,

Let me ask you some questions:

1. When the system works normally, what does it look like? Is there a pop-up informing players that they are about to play a restricted game or the games are hidden from bonus play somehow?
2. What kind of tournament did the player join and what was the unfair advantage they gained doing so?

Hello Peter!

We sent to your mail the most detailed description of the situation and screenshots of the confirmation.

Dear Zoome Casino team,

Thank you for your email. I've sent you some additional questions.

Hello Peter!

We sent you an email with a description of the situation.

Hi rile15,

I'm discussing the whole situation with the casino by email. So far I haven't received sufficient evidence and asked for more details.

Dear Zoome Casino team,

Please answer the questions I've sent you and please add also the player's full game history.

They won't send anything because they know I didn't make a single mistake, I played fairly, as I said before, in the history they have all my games and all my applications, where I was, I never opened a tournament during that time, you don't care that I'm a little fish until it would achieve justice

Hello Peter!

An email has been sent to you with more information about this situation.

Dear Zoome Casino team,

I haven't received any emails. My email address is peter.m@casino.guru.

Dear Peter!

Sorry for the inconvenience. Re-sent letters with details to this mail.

Dear Zoome Casino team,

It looks like we are running around in circles. Primarily you stated that the player was able to play a tournament with bonus money due to an error. However, I still lack information on the tournament specifics, the player's gaming history, and how bonus funds were restricted during the tournament. Additionally, the player's strategy appears to be standard practice among all players - utilizing the bonus, winning, and then requesting a withdrawal. I don't see any unfair advantage here. Therefore, please present detailed evidence of bonus misuse otherwise, I'm afraid, the complaint will be closed as unresolved with potential repercussions.

Hello Peter!

Unfortunately, we got a little misunderstanding on this complaint.

We gathered all the information together and painted everything on this situation in the most detail and sent the information to you by mail.

Dear Zoome Casino team,

Thank you for your email. You basically stated that the player repeatedly activated a bonus, made small bets, hit some winnings, made 15 more bets, and requested a withdrawal. To sum it up the player played with a bonus and won and didn't break any rules. I'm afraid we can't consider this to be bonus abuse. You can exclude the player from further bonuses but he should get paid their winnings, otherwise, the complaint will become unresolved which may negatively affect the casino's rating. Please let us know what your decision will be.

Hello Peter,

We have decided to return the client's winnings of 310 euros. Once the funds are received, the client's account will be closed on our website.

We want to highlight that we still consider the client's strategy to be that of a bonus abuser. Due to our initial difficulties with communication, erroneous information provided, and delays in responses, we have decided to make an exception in this case.

Please note that in the future, such strategies will be considered bonus abuse. Clients who employ these strategies will have their winnings forfeited and their deposit amounts refunded.

Unfortunately, there were some shortcomings in our internal processes and communications that led to this situation. We take responsibility for this and commit to providing timely responses with accurate information in the future. We have established processes to ensure this.

Winnings will be returned within 24 hours. 

We will notify you additionally. 

Thank you Zoome Casino team for reconsidering.

Dear rile15,

Please let me know when you receive your funds.

Dear casino, I'm glad you found that I didn't break a single rule, as I stated above. I'm a player who doesn't like complaints and I respect the rules of all casinos. I'm sorry that this happened and thank you for making the payout. I'm sorry the only thing is that because of your hasty judgment and anger because the complaint was sent to Guru, you have now blocked my account. I felt very at home in your casino, if that's the decision I will accept. Thanks to the Guru team and I will let you know when the transfer is done. Good luck

Peter, the payment was made, so you can close, thank you and good luck

Dear rile15,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter