Zoome Casino - Player’s winnings have been confiscated.

Hi don’t bet with zoome casino this is a scam site .. I made a 50$ deposit and taking my second deposit bonus 50% so I had 75$ in my account I started winning on bonanza candy land way before I reached my bonus funds money .. I tried to cancel my bonus to withdrawl funds and they cancelled all my money and they gave me back my initial deposit of 50) back into my account this is a scam … I have all proofs .. when you look the T&C policies this day that your REAL MONEY WILL be using first .. they didn’t take my real money first they started counting my progression bar with my real money .. when I asked them they said that this didn’t matter bonus funds or real fund and soon as you deposit we taking it directly to the bonus money and this is not true they are wrong and they goes vs their policies .. the policies said your real money will be using first …all that to save only 400$ I never seen this before they said this is final decision and when I talked to them all Anders I received was if you don’t want to complete the wagering for bonus you should not taking it … they try to save it by saying that I was wrong for taking the bonus money when they should have started the progression after I finished using my real funds this is a scam site I have all the conversation in screenshot and even the policies section when they said that the real money will be using first .. this a a scam site don’t bet with zoome casino they will try anything they can to save the money this is a poor place to bet on probably a little market casino I want to talk to the license provider of this scam site I need more Anwsers

Dear Jessy9595,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Zoome Casino. I have checked the Bonus Terms for the Welcome Package, and this is what I found:

2) After making the second deposit of 30+ CAD, the player will get a 50% bonus up to 1 000 CAD and 50 free spins in "Zoome in Vegas". Free Spins can also be used in "Fruit Zen" by BetSoft Gaming.

Bonus must be wagered 40 (forty) times. Once activated, the bonus is wagered at the expense of both the real money and bonus money from the player's account. For example, for a 100% deposit bonus, this rule implies that the actual wager for the amount (deposit+bonus) is only x20.

This rule seems to mean that real money and bonus money are used simultaneously.

When you click on the little "information" button in the top right of your bonus wagering section, it should typically provide you with detailed information regarding the specific wagering requirements and terms associated with your bonus. If you could check and let me know what additional details you find there, it would help us understand your situation better.

Have you canceled your bonus already, or is it still active in your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

They added this part right after we finished talking about it ..in my screenshot you can see it .. it was not mentioned the only thing mentioned was :your real funds will be using first .. this is not an honest site they just updated the terms after we finished talking.. I’m really disappointed by this site 🤣🤣 and this is funny at all because it was only for 400$ I use to withdrawl more when I win normally this is stupid.. and when I asked them can you please give me my money back because the policies said other things they just said we can’t do it they really stupid sometimes I play 400$ a day 🤣🤣🤣 I’m mad but happy at the same times because it should have been more money I will win again soon or later but they just just loss a member for 400$

I can guarantee you 100% I use to play with it some good casino since a couple of times I didn’t have any problem for everything withdrawl good customer service friendly people .. but soon casino they are stupid and there is no way that this site is a big market .. when you want to keep your members you talk with your clients and you find a way to settle it for both part .. but when they are a small market they do exactly what they just did trying to void your money at all cost .. the guy think he just made a good bisness move by saving 400$ 😂😂😂

All I can say is don’t bet with this place find a real place to bet on there is so many good site don’t waste your time with fake casino they try anything they can to save 400$ imagine if you win big you will have some trouble for your withdrawl it was not a big amount and they act like they just save the jackpot from me .. all sites use real money at first and bonus funds after this is not complicated you use your real money and when you lose all your deposit money the progression bar start and you need to wagering all the bonus to complete .. you will not see this with a lot of sites this is all the same pattern for every single site .. I think I’ve seen this 2-3 times max since a started playing and it was all problems sites .. these people don’t know how to keep members playing ..who in their right mind will cancel 450$ in bonus fund only to be back with 50$ to play with 🤣🤣🤣🤣🤣 they should have been more professional and just gave me my money back to play with because the T&C policies said your real money will be using first we live in a crazy world in 2024 where anything is good to save pocket money

I understand your frustration and disappointment. When you checked the progress bar in your casino profile, was the money deducted from the real money only, or was real money and bonus money deducted simultaneously?

They said that they don’t care real money of bonus money the progression bar is starting right at the beginning but when you go on the bonus term they said like you can see in the screenshot real money will be using first..

If I knew that I would have just keep playing the progression bar i thought that the 25$ In bonus funds that they gave me would be erased like any legit online site they acted like I didn’t know what a bonus is I play these games for years

They tried to gave me a 20 free spins at 0.10 cent each as replacement when I told them that I play almost all day lol they just lose a lot of money for only 400-450$ incredible

It appears that there is conflicting information about playing with an active bonus. The specific bonus terms indicate that the play begins with real money and then bonus funds, while the general bonus terms for the welcome package state that real money and bonus money are deducted at the same time.

When you attempted to cancel your bonus, did you receive any pop-up or warning indicating that all your winnings would be confiscated if you canceled the bonus?

No .. nothing happened when I tried to cancel this bonus the money was just gone and I’m sure they added the other part of the rules after we talked in the customer support chat .. we argued for a couples of minutes and they tried to void this bonus at all cost. Nothing was mentionned except real funds will be using first when I looked the T&C policies .. site like this need to be reported

Thank you very much, Jessy9595, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.

Hello Jessy9595,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Zoome Casino to join the conversation.

Dear Zoome Casino,

Could you please furnish us with the reasons behind your action to cancel the player's winnings?

The only thing that I find sketchy and unfair is .. when you look the T&C policies the bonus section mention your real money will be using first and after that the bonus funds will start they sent me another message with a picture and they said this is not true and bonus funds or real money the progression bar start right at the beginning .. but I sent you a screenshot .. this clearly mentioned real funds will be using first .. when I tried to fix this problem and just got my progression bar back because I had the screenshot of it they said we cannot do it .. so I think this is unfair because they know it was a mistake but they didn’t try anything to help me with this concern .. like I said earlier who will cancel 400-500$ in bonus funds to only get 40$ to play with after …? This make no sense to me .. I play these games for couple of years now and nothing can surprise me when money is involved .. sad because we work hard for our money we trust these online places and they have no mercy .. i can tell you right now since I started playing after this concern I loss way more than 400$ lol at the end of the day they will lose more money because I play all day lol we should have fixed this together but they don’t care about customer sad but this is true

Dear Jessica and Casino Guru Team,

Thank you for contacting us regarding the recent complaint.

We sincerely apologize for the situation that has arisen.

As we can see from the complaint, the player is specifically dissatisfied with the description of our bonus terms and conditions, particularly the Second Welcome deposit bonus. The bonus rules state the following: "Bonus must be wagered 40 (forty) times. Once activated, the bonus is wagered using both the real money and bonus money from the player's account." Additionally, a specific rule under the second deposit bonus section states: "Play starts with real money, then bonus funds. Losing bonus money nullifies the bonus." These points do not contradict each other in any way, since one explains the size of the wager (that the amount of the wager is applied only to the amount of the bonus, but when wagering, both bonus and real funds are taken into account, and this point in the rules is provided as an explanation so that the client does not think that x40 is applied to the amount of the bonus + the amount of the deposit, as in many other casinos), and the other explains the wagering process (first, real funds are debited, which includes only the amount of the deposit, and then bonus funds).

Regarding the situation with the player, here is a detailed breakdown: The player was in the process of wagering a bonus received after depositing 50 CAD. As the player claims, she decided to cancel the bonus, and at the time of cancellation, her balance was 422.10 CAD. When a player cancels a bonus, a confirmation window appears with the message: "Part of the balance received for this bonus, along with the win, will be deducted. Cancel bonus?" The player must confirm or cancel the action.

The player confirmed the cancellation. Once the bonus was cancelled, the deposit was returned to the player’s balance, while the bonus winnings were deducted. Also, the player can see the bonus balance and real balance in the upper right corner of the screen.

We acknowledge there may have been some confusion regarding the bonus terms. At Zoome Casino, the x40 wagering requirement applies solely to the bonus amount, unlike other casinos where the wagering requirement applies to both the bonus and the deposit. For example, if a player deposits 50 CAD and receives a 50 CAD bonus, they would need to wager only the bonus amount (50 CAD) x40 = 2000 CAD.

While the bonus was correctly cancelled and the deposit returned to the player’s account, we recognize the potential for confusion due to the wording in our terms. We are reviewing these terms and will make clarifications to ensure they are clearer for players moving forward. Please let us know if further clarification is needed or if there are additional questions from the player.

Sincerely,

Zoome Casino Team

As mentionned earlier you have two section on you T&C policies and that is confusing in one section the T&C said your real money will be using first..but in the other this say that real money and bonus funds will start the bar progression .. I don’t want to be like this but when this happened I couldn’t find the

other part that you showing us in the T&C this look a little bit suspicious to me .. and I can tell you right now when I clicked to cancel the bonus I didn’t see this message .. there was no message this is why I said to myself :good this will cancel my bonus fund and I will be able to withdrawl .. as you mentioned this can be confusing for players and this should be revised by your side for your futur players .. you can see the guru mod message he think that is a little confusing too ..i don’t think I was wrong in this situation and we should have fixed this problem together .. I’m a good customer playing a lot on these games and this can be good for you .. but you should do your part and let me continue the progression bar because this was unclear by your side and I didn’t deserve this .. and again you just mention that this part can be a little confusing … so at the end I think that you should do something for me for this situation. I appreciate your update and Answers and let me know if we can fix this problem thanks

Thank you for your response, Zoome Casino Team.

The player mentioned that they did not receive a "warning message" indicating that all winnings would be forfeited upon the cancellation of the bonus. Could you please provide any evidence showing that this message was indeed displayed to the player? The assumption is that the player must have confirmed the message, and only after that was the bonus actually canceled. Is that correct?

Dear Jessy9595,

I appreciate your concerns regarding the differences between the general bonus terms and conditions and those specific to the Second Welcome deposit bonus. While these variations may lead to some confusion regarding the order of fund usage, it is important to note that industry standards dictate that if a bonus is claimed and the associated wagering requirements are not fulfilled, any winnings accrued during the wagering process are typically forfeited upon cancellation of the bonus. This principle applies regardless of whether real money was used initially or in conjunction with bonus funds. As long as the bonus remains active, the wagering requirements must be satisfied to retain any winnings. Such policies are commonly found across most, if not all, casinos. I understand that this outcome may not align with your expectations, but it appears that the casino team acted appropriately in deducting the winnings, given that the wagering conditions were not met. Considering this, please inform me if I have missed anything or if you need additional support; however, I feel that the matter has been adequately addressed.

Honestly you can do whatever you want with it .. I found a great site I play in this site since 4-5 days now and won extremely big… funds already in my bank account I’m very happy now and I don’t think that I will play somewhere else for a while they can keep the money no problem for me ! Thanks for asking them to hate happened !

For asking them what happened ***

Dear Jessy9595,

I am pleased to hear that you had a successful experience at another casino. Ultimately, the choice of which casino to play at is entirely yours, as there are numerous options available in the market.

Nonetheless, I hope that the explanation provided by both the Zoome casino and myself has helped to clarify your concerns. Please inform me if you require any further assistance or if I may proceed to close your complaint as addressed/resolved.

Dear Jessy9595,

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.

Dear Jessy9595,

Although it seems as though the issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru