The player from Germany deposited 50€, received a bonus, and wagered the required amount. They played two games simultaneously, which is not listed as forbidden under the terms and conditions. However, their winnings were confiscated, as the casino considered playing two games at once as a fraudulent activity.
Zoome Casino - Player’s winnings have been confiscated because of concurrency in games.
Amount: €1,200
Zoome Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for casino to reply
5d 0h 16m 28s
Case summary
2 days ago
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2 weeks ago
Translation
I deposited 50€ and received the 100% bonus.
I often play on casinos run by Dama N.V., I even have VIP status on MoonWin. But what Zoome Casino did today still baffles me.
I'm aware of the bonus terms and conditions.
I had to wager 2,500€ and only played 4 games to complete the wager.
Apparently, it's forbidden to play 2 games simultaneously.
I didn't even store a bonus to play at a later time, I just always had 2 games running.
I haven't played a game that was forbidden, in fact, I only played 4 games (Return of the Dead, Dog House, Mayan Gods, and Pyramyth). None of which are listed as forbidden.
When I cashed out, the money suddenly returned to my balance and then disappeared completely. In the end, I was only left with my initial 50€ and I was told by the chat that this was considered fraud because I played 2 games at once.
Many casinos even offer the capability of playing 4 games at once in shared mode and now they're telling me that doing so is considered fraud on their platform and it's not even properly stated in the terms and conditions.
Sorry, but playing 2 games concurrently does not strike me as fraudulent.
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2 weeks ago
Hello Tayfun0902,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Zoome Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Was this the first ever bonus you used in this casino? When was the last time you spoke to the casino and what was it about? Did they explain how does it change the outcome of the bonus if you play 2 games at once?
Looking forward to your answer.
Regards,
Nick
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.
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2 weeks ago
Translation
Hello Nick,
I had my account verified yesterday before I requested the withdrawal amount.
This was my first deposit and I used the 1st welcome bonus.
Yesterday was also my first time speaking to casino support because I wanted to know why it was rejected.
Apparently I am violating your bonus terms and conditions.
He had quoted me the following (I am just adding the entire § (bonus conditions)):
10) Zoome Casino management reserves the right to withhold or confiscate any bonuses or winnings obtained as a result of fraudulent or otherwise unfair practices. The bonuses offered by Zoome are intended for genuine recreational players only. The bonuses are not intended to give away free money to players who are classified as "bonus hunters" or "bonus abusers". Zoome management reviews all player accounts and classifies them at its sole discretion. Once a player is classified as a "bonus hunter", - no bonuses will be available to him; 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.
I was also told that it was cheating to play 2 games at the same time because apparently the winnings were transferred twice or something similar, unfortunately I forgot the rest.
This is the first time I've heard anything like this.
Best regards,
Tayfun
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2 weeks ago
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Again as an addition:
When my deposit was only credited to my account (€50.00) and the €1,200 was confiscated, I received the €50 directly after a few minutes of submitting the withdrawal request.
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1 week ago
Hello Tayfun0902,
Would it be possible to forward your betting history and the communication between you and the casino to nikolas.b@casino.guru?
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1 week ago
Translation
Hello Nick,
I only have access to my last 50 transactions on the page under my profile.
I can add these here from my "game history" and my "bonus history". However, nothing special is shown here, as it took more than 50 transactions to successfully convert this bonus.
Unfortunately, I no longer have a history of the communication as it was done via live chat.
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2 days ago
Hello Tayfun0902,
Basically, playing 2 games at once should not give any advantage to the player neither with real or bonus money wagering but we will require more information from the casino. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 days ago
Hello there,
Thank you Tayfun0902 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 were the player's winnings confiscated and what can we do to help resolve this issue.
Thank you!
Zoome Casino has 5d 0h 16m 28s to reply
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