After winning €8,000 with a €2 bet at the Zoome casino, the player from Germany struggled to verify their account. However, once the verification was complete, their account was suddenly blocked when they attempted to withdraw €1,000. Despite contacting support, they received repetitive responses claiming they had a second account and violated the terms and conditions, but specific details were not provided. We ended up rejecting the complaint because the casino provided evidence supporting its claims.
Zoome Casino - Player's winnings have been confiscated and the account got blocked.
Amount: €8,000
Zoome Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I recently had a big hit in the "zoome" online casino (won around €8,000 for a €2 bet)
after about a month i finally managed to verify myself (had to upload a total of 9 documents, which was very strange, with other sites of the same "DAMA. NV group it was always 3-4), now my account simply blocked.
I wanted to make a payout of €1000, I applied for it and when I wanted to see whether it had already been processed about 3 days after the payout, when I tried to log in I got the message that my account was blocked.
Since yesterday I've been in contact with support as to why my account with a credit of €8,000 was blocked.
then i get the same answer over and over again: "the system would have discovered a second account and i should also have violated the terms and conditions." (It said, for example, "cheating, suspicious bonus activities, violating the terms, and it was always said that I violated point 10 in the terms and conditions, and this point consists of about 20 different points that lead to a ban , against which exactly I would have violated, I never found out)
I DEFINITELY DO NOT have a second account on this site as I know that this always leads to the player being banned.
I also didn't cheat or anything like that, I wouldn't even know how to "cheat" with something like that.
When I ask which terms and conditions I have violated exactly, I always get the ridiculous answer that this reason is "internal to the company" and therefore cannot be communicated to me.
there are more emails than the ones in the attachment, but the support seems to repeat itself constantly, never really responds to my accusations and always writes the same thing.
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1 year ago
Dear manuelwolf844,
Thank you very much for submitting your complaint and for forwarding all the relevant communication. I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Have you accumulated your winnings with or without an active bonus?
I also checked the abovementioned paragraph number 10 but it's too vague and it refers to too many fraudulent activities.
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
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1 year ago
Translation
Hello,
yes, a friend of mine also has an account on the same site (verified).
I may have logged into my account on his PC in the past to top up money. i told support that too, after which they "thanked" me for describing the case. but it can't be that my account is blocked just because i log in somewhere else? we're two completely anyway different people, with two independent accounts (strangely enough, my friend's account wasn't locked) afterwards it wasn't really about the second account, but more about violating point 10 of the terms and conditions.
I initially played with a bonus, but I also complied 100% with the bonus terms and conditions. when I had won almost €8000, I had already completed the wager long ago. (deposit was 25€ + bonus, I think it was a 100% bonus, but I'm not sure anymore because it was a few weeks ago)
I've been playing online casinos for about 8 years now and nothing like this has ever happened to me, but it was also the first time that so much money was involved.
I had the problem with a second account at another casino, but when I described the case as above, it was checked and it was no longer a problem.
for me it's still purely arbitrary, because then it's about a not small amount, at least for me.. it's of course the easiest thing to simply block the account instead of paying it out.
Edited
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1 year ago
Thank you, manuelwolf844, for providing further clarification on the issue. Based on the information you've shared, it seems that the reason your friend's casino account was not blocked could be because you used his device to log in, rather than the other way around. Furthermore, it appears that their account had already been verified in the past.
To better understand the situation, could you please confirm if you used your friend's computer only once to add funds to your casino account? Have you ever played using the same IP address as your friend?
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1 year ago
Translation
Hello,
I may have played more than once at my friend's place through my account, but I can't say exactly how many times since that was a long time ago.
so I also played on his IP address when I was with him and made a deposit on his PC.
I had the same problem before at the casino "megaslot.com" which belongs to the same casino group DAMA NV.
I wanted to pay out €600 there and got a message from support that the system had discovered a second account and my payout was cancelled. However, when I explained the situation to support, this was no longer a problem and I was able to make my payment.
that's why i don't understand why there should be a problem here, since it's obviously not a second account, but we are two different people with two different places of residence, i just logged into his pc when i was with him because I didn't think it would be a problem.
if need be, my friend who i logged in to could also provide his verification details so the casino staff can see that we are neighbors and it is not a duplicate account. but since he is already verified at zoome.com, i can give you his email, maybe that will help the casino to check the case (email of the friend with which he is registered at zoome: fabianschulz16@gmail.com)
the screenshots from the conversation with megaslot at the time can be found below.
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1 year ago
Thank you very much, manuelwolf844, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.
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1 year ago
Hello manuelwolf844,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite a Zoome Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Zoome Casino,
Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).
Thank you in advance for providing the information.
Kind regards,
Tomas
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1 year ago
Dear, Tomas
Sure, we are open to cooperation to get rid of all misunderstandings, therefore, we would be happy to answer all of the questions above.
1) The account was blocked due to a violation of our Terms and Conditions, specifically by using fraudulent actions (information about our anti-fraud policy can be found on the "Terms and Conditions" page, in point 10). Unfortunately, we can't share the details here due to security reasons.
2) The account can't be unblocked.
3) Again, due to security reasons, we are unable to send the evidence on this site, but it would be our pleasure to contact the managers of the Casino Guru directly and provide them with all necessary information including the details of the violation, and the relevant evidence
Kind regards,
Your Zoome team
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1 year ago
Dear Zoome Casino,
Thank you for being cooperative. Kindly forward any relevant evidence to my email address: tomas.k@casino.guru
Kind regards,
Tomas
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1 year ago
Translation
i would be really interested to know exactly what is meant by "fraudulent activities".
i just played slots like i always have and i can't remotely imagine where i committed any cheating activity.
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1 year ago
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.
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1 year ago
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there will be no more reply either as it is obvious that this casino is pure scam and will rip off their customers as soon as there is any major win.
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1 year ago
Dear, Tomas
We want to confirm that our representatives sent the relevant evidence to one of the Casino Guru managers
Kind regards,
Your Zoome team
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1 year ago
Dear Zoome Casino,
Please send the evidence to me, as I'm the one who's handling this complaint and running the investigation.
Here's my email address: tomas.k@casino.guru
Thank you.
Kind regards,
Tomas
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1 year ago
Dear all,
The relevant information and files from our side have been sent directly to tomas.k@casino.guru
Kind regards,
Your Zoome team
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1 year ago
Dear manuelwolf844,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts created and thus taking advantage of bonuses.
The casino acted correctly and within its terms and conditions.
Sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you to consult the gambling authority that the casino is regulated by.
Thank you very much, Zoome Casino, for providing information and your cooperation.
Best regards,
Tomas
