The player from Germany deposited 50€, received a bonus, and wagered the required amount. He played two games simultaneously, which was not listed as forbidden under the terms and conditions. However, his winnings were confiscated, as the casino considered playing two games at once to be a fraudulent activity. We reviewed the case and received evidence from the casino showing that playing games simultaneously gave the player an unfair advantage. The steps taken by the casino were deemed justified, and the complaint was rejected.
Zoome Casino - Player’s winnings have been confiscated because of concurrency in games.
Amount: €1,200
Zoome Casino
Safety Index:Very highSafety Index
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9.0
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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8 months ago
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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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8 months 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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8 months ago
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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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8 months 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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7 months 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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7 months ago
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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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7 months 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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7 months 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!
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7 months ago
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Good day,
Since this is my first case and the first time something like this has happened to me, I wanted to ask what would happen if they didn't respond at all?
Best regards,
Tayfun
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7 months ago
Dear Tayfun0902, in that case, I would suggest contacting the Licensing Authority of the casino. If that happens I will provide you with the ways to contact them and offer any assistance you require. There are currently other complaints with Zoome Casino some of which I am assigned to and they have already responded to those so it only might be a matter of time until we see a response here. Thank you for your patience during this time!
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7 months ago
Hello Peter!
In this case, the client used to play strategies that we regard as a bonus abuse, namely a game of several slots at the same time.
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.
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7 months ago
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As I said, this is my first case.
However, Zoome Casino's response is simply similar to my complaint.
I have neither exceeded the maximum bet of 5 euros (with 2 games at the same time) nor have I saved a bonus and opened it at a later date. Therefore, this paragraph with "bonus hunters" makes no sense to me.
And this is supposed to be considered strategy (cheating) because I play 2 games at the same time?
Although other Dama NV providers offer shared modes where you can play up to 4 games at the same time?
Well, I'm curious about the additional details from the casino.
Greetings.
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7 months ago
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 Tayfun0902, I will keep you updated about any developments. Thank you for your patience during this time!
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6 months ago
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Hello,
I wanted to ask what it looks like now?
And do the casinos here all take that long to respond?
Thanks for the help so far, Peter!
Greetings.
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6 months ago
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.
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6 months ago
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Isn't this a bad joke?
This was my first time there and I only played 4 games just to convert the bonus.
It doesn’t take a week to collect "all the evidence."
And now we have to wait that long for an answer again?
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6 months ago
Thank you for the clarification Zoome Casino representative.
Dear Tayfun0902, the casino representative has provided me with evidence that your playing of games simultaneously has led to the gaining of an unfair advantage. In this case, we believe the steps the casino has taken are justified and we consider the result fair. Unfortunately, due to that reason we will have to reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Peter
