The player from Germany had his winnings capped as if they were generated from Free Spins solely. We ended up rejecting the complaint based on the evidence eventually provided by the casino.
Zoome Casino - Player’s winnings were capped.
Amount: €1,000
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
2 years ago
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2 years ago
Translation
Hello,
I deposited €50 on 31/05 playing with the welcome bonus and got up to €1161 shortly afterwards my balance was reduced to €161. They claim that I played with the free spins bonus and can only withdraw €150 (Support Jimmy) told me that. But they couldn't prove it and they only transferred the €150 to me.
hp The Welcome Bonus 100% bonus money +25 free spins per day 
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2 years ago
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
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2 years ago
Translation
Hello Petronela,
I have sent him the available documents via. E-mail.
KIND REGARDS.
ragner69.
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2 years ago
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Hello Petronela,
I just wanted to let you know that I now have no access to my account, it has been blocked and I can no longer log in 🤔🤔🤔 I find that very strange.
probably has to do with my complaint!
KIND REGARDS.
ragner69.
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2 years ago
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.
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2 years ago
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.
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2 years ago
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.
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2 years ago
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
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2 years ago
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.
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2 years ago
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
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2 years ago
Translation
Hello,
I have already requested proof that the €1116 win comes from the bonus free spins and not from the 100% bonus deposit unfortunately without success, also I find it very strange that my game history from 31/05/ has been deleted.
the support agent didn't want to provide me with one either, nor did she want to send it by email.
For me the answer is unsatisfactory and for this reason I will not play with you again in the future.
hp I have already filed a complaint with the licensing authority (certria@ gamingslicences.com).
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2 years ago
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).
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2 years ago
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’.
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2 years ago
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.
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2 years ago
Dear Zoome Casino team,
Could you please provide the player's game history as requested in my last reply to your email?
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2 years ago
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
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2 years ago
Translation
zoom casino,
I have already contacted your customer service several times and asked for my game history and as already mentioned without success. I sent you several emails to which no one responded. I find it really sad and pathetic that I have been chasing after you for over 2 months and nothing happens.
What can I say a reputable casino doesn't behave like that!!!
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2 years ago
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
