The player from Germany had won €4,500, but the withdrawal request had been declined due to an alleged violation of the terms of service against fraud as stated by the casino. No additional explanation had been provided and the account balance had been completely seized. The player had claimed to have played slots normally and denied participating in a tournament with bonus funds. However, the casino had provided evidence that the player had participated in a tournament using bonus funds, which was considered illegal. The casino had returned the original deposit of €150 to the player's account and offered an additional 50 free spins as an apology. We had reviewed the evidence and concluded that the casino's actions were justified, leading to the rejection of the complaint.
Zoome Casino - Player's winnings were confiscated due to claimed T&Cs violation.
Amount: €4,500
Zoome Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
I won €4500 at this casino with a deposit of €150 without a bonus. My account was already verified. After I requested a withdrawal, nothing happened for days. When I turned to live chat, the representative told me there was an issue with the payment system. He said he would forward my issue to the relevant department and notify me by email once he knew the outcome. About 12 hours later, the email arrived stating: Your withdrawal is still in processing, please be patient. I assure you, there is no need to worry... Eventually my withdrawal was declined, and the entire amount was retained by the casino. Their justification was: Unfortunately, due to a violation of clause 10 of the terms of service against fraud, your withdrawal cannot be processed.
The company maintains a strict policy against fraud and uses various anti-fraud tools and techniques. If a player is suspected of fraudulent activities, including but not limited to devising strategies for unfair winnings, the company reserves the right to close the respective player account and suspend and/or cancel any payouts to the player. This decision is at the sole discretion of the company and the player is not notified or informed of the reasons behind such actions.
No further explanation is provided and the money is gone. I am not aware of any wrongdoing. My gaming was no different than it has been for years. I have never encountered anything like this. As far as I'm concerned, they're the ones cheating, not me!
Dear kmystery,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Have you received any successful withdrawals from this casino in the past?
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Hey Petronella,
I have been registered since around August 2023. The account verification was completed successfully and I have already made a successful withdrawal.
I played slot machines like normal.
lg
Thank you very much, kmystery, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,
Thank you kmystery for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Zoome Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.
Thank you!
Thank you! And I also hope for a solution to the problem or a comprehensible explanation!
lg
It was clear that there would be no answer. Zoome Casino simply has no comprehensible explanation for this. If you do a bit of research, it is clear that there is a method to it. I can only advise everyone to stay away from this casino. They accuse you of fraud even though they are the real fraudsters.
I hope that by doing this I can at least prevent a few people from making deposits there.
Thank you dear Casino.guru team for your help! LG
Beautiful good day!
Unfortunately, due to a technical error with the bonus, the customer was credited with an incorrect winning amount that he wanted to withdraw.
In accordance with the company's rules, the winnings from this bonus were deducted, and the client received the deposit amount back.
This situation is regulated in Clause 8 of the Company’s Rules of Procedure:
If the Casino mistakenly credit your Player Account with a deposit, bonus or winnings that do not belong to you, whether due to a technical issue, error in the paytables, human error or otherwise, the amount and/or the winnings from such bonus or deposit will remain the Casino property and will be deducted from your Player Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.
What bonus? I played without a bonus!
And why now suddenly clause 8 and because of a technical error? Their first reason was that I had violated clause 10 and suspected fraudulent activities! Sorry, but something is fishy here!
Good day!
A bug was found in the deposit bonuses that allowed players to use the bonus money to participate in tournaments and beat honest players who only play for real money.
Therefore, winning tournament money with bonus money is considered illegal.
For this reason, these winnings were cancelled in accordance with the Company's rules, namely Clause 8, which was described above.
Only the deposit you made of 150 EUR was left on your account balance.
We apologize for the inconvenience, the bonus error has already been fixed and should not occur again.
As an apology, you have been credited with an additional 50 free spins.
What they say is simply not true. I have never participated in a tournament, nor have I won tournament money. And I certainly have not used bonus money to beat other players. I played slots normally and won. I played honestly and followed the rules!
Thank you for the clarification Zoome Casino representative. Would it be possible to provide me with the game history of the player that would show that they have participated in a tournament? You can forward any supporting evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
Thank you for providing me with the information Zoome Casino representative, I have requested additional information in an email response. Looking forward to your response!
Dear mystery, I will keep you updated about any further developments. Thank you for your patience during this time!
Hello Peter!
We sent to your mail the most detailed description of the situation.
Thank you for providing me with the evidence Zoome Casino representative.
Dear mystery, the casino has presented me with the evidence that you have taken part in the tournament and that the bonus funds were used as mentioned by the casino representative. Unfortunately, in this case, the steps the casino has taken are justified and we won't be able to assist further in this matter. Due to the aforementioned reasons, 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.
Kind regards,
Peter
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