Zoome Casino - Player's winnings have been confiscated due to alleged 'bonus abuse'.

I created my account on 12/03 and deposited 400 EUR the same day and received a 125% welcome bonus. After some very nice big wins and wagering the bonus I had a balance of around 3000 EUR.

In the days after that I verified my account and made a withdrawal request. On the 20/03 I received an email saying "We want to inform you that your balance has been written off to the deposit amount." due to terms and conditions clause 10.

I am unsure of what I have done wrong since they did not give any further details other clause 10. I have been in contact with their live support and they won't give me any more information of what is happening other then "bonus abuse". I made sure to never bet over the 5 EUR limit that was on the bonus I received. Please help!!

Dear MrZuraika,

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. 

• Did the casino leave the deposit amount in your casino account?
• Do I understand correctly that this is 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

Dear MrZuraika,

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.

Hello,

I forwarded the only email I received from Zoome regarding the case. Sorry for the delay

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 409.78 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. 

Thank you very much, MrZuraika, 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 MrZuraika,

I'm taking over your complaint and I will make every effort to assist you.

Dear Zoome Casino team,

Let me ask you a question. What happened to the 125% bonus funds? Did the player just get 50 free spins instead?

Hello Peter. 

Unfortunately, all of the client's bonus funds have been written off according to the rules. 

As a form of loyalty, we provided the customer with a 50 free spins bonus and a new 125% deposit bonus, the promo code for which was sent to the customer's email.

Dear Zoome Casino team,

We understand your point of view. Let me ask you some additional 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.