The player from Alberta had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout hadn't been received yet. The Complaints Team had advised him that withdrawals could take a couple of days or even weeks to process, possibly due to unfinished KYC verification or high volume of withdrawal requests. However, the player decided to cancel the complaint and wagered his remaining balance, expressing dissatisfaction with the casino's KYC document approval. Consequently, the complaint was rejected by the team.
Zoome Casino - Player’s winnings haven’t been received yet.
Amount: Can$300
Zoome Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.0
Zoome Casino has a Safety Index of 9, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
Public
Public
12 months ago
I use the welcome bonus. 100% deposit match with free spins I made a deposit of fifty Dollars and the casino matched it. I successfully completed the play through requirement of the bonus Was left with $390. Went to cash Oaks 300 they will not accept my KYC verification that I normally complete before I start a deposit. And my documents submitted are exactly as they request and have been accepted. And multiple other casinos with ease and no complication. It is issued from my government medical disability monthly check within the last 90 days with my name date address that matches casino profile I just want the casino to be fair and move forward with withdrawl as they have casino guru highly trusted on their site
Public
Public
12 months ago
Dear msheeler86,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
11 months ago
Cancel complaint this casino is useless I played remainder of balance after being told my kyc documents were no good(even though they been approved multiple casinos)
Public
Public
11 months ago
I am sorry to hear that. Since you wagered the remaining balance, this complaint will now be rejected. 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.
