Zoome Casino - Player’s winnings were capped.

Hallo,

ich habe 50€ eingezahlt am 31/05 mit dem Willkommen Bonus gespielt und auf 1161€ gekommen kurz später wurde meine Balance auf 161€ reduziert. Die behaupten das ich mit dem freispiele Bonus gespielt habe und darf nur 150€ abheben ( Support Jimmy) hat mir das mitgeteilt.Beweisen könnte das aber nicht und wurde mir nur die 150€ überweisen.

PS. Der Willkommen Bonus 100% Bonus Geld +25 freispiele pro Tag

Dear ragner69,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your cashier and bonus histories to petronela.k@casino.guru?

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

Best regards,

Petronela

Hallo Petronela,

Ich habe Ihn die verfügbare Dokumente zugesendet via. Email.

MFG.

ragner69.

Hallo Petronela,

ich wollte nur mitteilen dass ich jetzt kein Zugang zu meinem Konto, es wurde gesperrt und kann ich mich nicht mehr anmelden 🤔🤔🤔 sehr seltsam finde ich das.

hat wahrscheinlich mit meiner Beschwerde zu tun!

MFG.

ragner69.

Thank you very much, ragner69, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hi ragner69,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Zoome Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Zoome Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi ragner69,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear ragner69,

We are very sorry for the misunderstanding you had with withdrawal.

The funds were deducted from your balance since the maximum winning from the first deposit Free Spins is 150 EUR. As claimed in paragraph 4.1. of the Bonus Terms and Conditions, this amount cannot be exceeded:

"4.1) The maximum amount of winning obtained via any non-deposit cash bonuses, tournament free spins or free spins is 150 EUR/USD / 1500 NOK / 525 PLN / 225 AUD/CAD/NZD / 18000 JPY / 75000 KZT / 2700 ZAR / 750 MYR / 3 375 000 VND / 7500 PHP / 13 200 INR / 4900 THB / 2 250 000 IDR / 150 USDT or its equivalent in BTC, ETH, LTC, BCH, DOG unless otherwise indicated. Winnings using bonus funds exceeding these values cannot be withdrawn and will be cancelled."

Therefore, after winning and wagering funds from Free Spins, the maximum possible withdrawal is 150 EUR. That’s why, when requesting the withdrawal of 300 EUR, 150 EUR were withdrawn to the player on his payment method, while the rest (150 EUR) were seized.

I hope we have resolved the issue, and you can continue enjoying our games and receiving big wins on the Zoome website.

Best wishes,

Zoome Casino Team

Hallo,

ich habe bereits verlangt die Beweise dass die 1116€ Gewinn aus den Bonus freispiele stammen und nicht aus dem 100% Bonus Einzahlung leider ohne Erfolg, außerdem finde ich sehr merkwürdig das meine spiel history vom 31/05/ gelöscht worden.

die Support Agentin wollte mir auch keine zu Verfügung stellen auch nicht per Mail schicken.

Für mich ist die Antwort nicht zufriedenstellen, und aus diesem Grund werde ich in Zukunft nicht mehr bei euch spielen.

PS. eine Beschwerde habe ich bereits bei der Lizenzierung Behörde ( certria@ gamingslicences.com) erstellt.

Dear Zoome Casino Team,

I would like to ask you to send evidence supporting the claim that the winnings originated from the aforementioned free spins to my email address (peter.m@casino.guru).

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Peter!

The information you requested above was sent to your email peter.m@casino.guru, last week on 27/07/22 

Thank you very much for your assistance.

Dear Zoome Casino team,

Could you please provide the player's game history as requested in my last reply to your email?

Hello Peter! 

All the information you requested was sent to the email you provided. 

Good day Ragner69! 

Please contact our customer support to get a history of your games and bets for the period you need. This information is provided in a full form at the player's request. 

Best wishes,

Zoome Casino Team

Zoome Casino,

ich habe bereits mehrfach euren Kundendienst kontaktiert und nach meiner spiele history verlangt und wie bereits auch erwähnt ohne Erfolg.mehrere Emails habe ich euch geschickt darauf reagiert keiner.Ich finde das wirklich traurig und armselig dass ich hinter euch hinterher laufe und zwar seit über 2 Monaten und es passiert nichts.

Was soll ich sagen einen seriösen Casino verhält sich nicht so,!!!

Thank you Zoome Casino team for the game history.

Dear reagner69,

The evidence provided by the casino suggests that the winnings were actually derived from free spins and therefore the max win cap was applied correctly. The fact that you had €8,67 in your balance before the free spins were activated doesn't really change the situation. The winnings were made with free spins. I'm afraid I can't help you with this one and the complaint will be rejected. Thank you for using the Casino Guru complaint resolution center. I wish I could be of more help.

Best regards,

Peter