Zoome Casino - Player’s winnings haven’t been received yet.

On 6 December I made two withdrawals at $100 each. Both were rejected because apparently I need to win a certain amount before I can withdraw and money was credited back onto my account straight away. On 7 December I made three withdrawals one for 100 accepted and received money the second one for 300 accepted and received the money and then the third one for 120 rejected I did not receive the money into my bank account or was credited the hundred dollars back? When I wrote to the customer support I explained the situation was told please allow me a few minutes to look over the Account 10 minutes later. I get a reply saying what exactly is the problem. I said to him go back and read previous messages because I’m not repeating myself again to only wait 25 minutes for no answer. I don’t think that’s fair if they have taken that hundred dollars off of me especially with the amount of money that I have actually spent on this casino! The last few months I’ve had nothing but problems. I honestly think this casino has gone downhill dramatically and us as customers are the ones who are paying for it. I would like to know how I can put in a formal complaint about this because I really am not happy.

Dear kellmcg699,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Sorry I haven’t responded sooner, I did a withdrawal that was rejected and neither credit back to my zoome account or bank account. I have gone through the transaction history and only 2 of 3 rejected withdrawals were sent back

And yes I have contacted zoome by email and live chat and they are refusing to credit the money to me. How do I make a formal complaint against them because I’ve emailed ACMA AND THIS IS WHAT THEY SAID

The ACMA requested the website be blocked because the service was found to be providing or advertising illegal online gambling services to people in Australia.

Typically, these services have been the subject of numerous complaints to the ACMA from consumers raising issues about poor player treatment including being denied access to their winnings or the funds in their accounts. The operators were given the opportunity to withdraw from the Australian market, and close customer accounts in an orderly way but continued to provide these services illegally. 

so why does this casino have such a high rate!

Still fighting it!

Dear kellmcg699,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear kellmcg699,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.