Zoome Casino - Player's withdrawal is significantly delayed.

Withdrawal was paid to incorrect account number & all Zoome continues to tell me it to wait - it has now been 5.5weeks since the day of my withdrawal (there were 3 x withdrawal transactions made all at the same time - totalling $3,800, the 1st 2 x withdrawals = total of $2,300 were received instantaneously but not the 3rd so I knew instantly there was an issue), they have a $1,500.00 withdrawal limit, hence the 3 x transactions. I am sick of being told to wait patiently & given different excuses at every single turn, I simply want & NEED my now so very overdue & owed winnings!!! I NEED HELP PLEASE!!! I have all communications sent & received to date that are on a daily basis - they just will not resolve for me!!! PLEASE PLEASE HELP!!!

Dear louisemarieknox,

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. Did you use the same withdrawal method to withdraw all three withdrawals? Could you please advise what is the current status of the third withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post here a screenshot of your withdrawal history.

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

Best regards,

Kristina

Hi Kristina,

Apologies for the delayed response, I received no email notifications or alike to advise me of your queries I'm afraid so luckily I thought to check the case & see the above! Please see answers to your questions below along with screenshot of withdrawal transaction history from my Zoome account as per your request;

• Yes, the same withdrawal method was used for each one = wire Transfer
• Current status of all 3, inc. the one I am still awaiting nearly 6wks on are marked as Accepted / Processed

I so greatly appreciate any assistance you can provide me Kristina as I am truly at my wits end with them & their excuses such as it is sitting with their technical team, or their finance department, it's not a simple action, etc. etc. & just being told to WAIT & WAIT & WAIT & it will be 6wks since day/time of my withdrawal in 2days time, that is just not acceptable & I actually really need those funds right now after just having a family medical emergency arise with costly expenses attached so I greatly appreciate all of your time & assistance on the issue at hand. Desperately need it resolved ASAP!..Thank you kindly, Louise.

Hi Kristina,

I hope this finds you well & making some sort of headway with my complaint 🤞🏼🤞🏼🤞🏼! I wanted to send you the latest correspondence with Zoome just now after yet another follow up on the 1st you will read at the bottom on the screen shot with regards to their response they sent me now 4wks & 1 day ago & still, they come back to me with nothing but lies & excuses as I personally contacted my bank upon this mishap coming about & no funds were ever received & they assured me that no other account number that "Zoome" incorrectly distributed my funds to existed so the funds would have done a direct bounce back within a 24hr period, account numbers are never ever generated with a mere 1 digit difference in the sequence, not in todays times, it would just be a Scammers fraudulent dream otherwise so they are just continuing to withhold my long overdue winnings / funds of $1,500.00 & tell me to "BE PATIENT"!!! Please see the attached for your reference.

Thank you for your time & assistance Kristina & I am sincerely praying like no tomorrow that this can all be fully resolved in the highest manner of urgency as I am now in dire straits financially given the family medical emergency I mentioned in the above.

Sincerely,

Louise K***

Thank you very much, louisemarieknox, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi louisemarieknox,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Zoome Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for such a delay of the third withdrawal? When can the player await receiving the payment?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you ladies, need all of the assistance I can get now as I'm just getting absolutely nowhere with Zoome customer Service to date, just being told it's a complicated issue & to patiently wait, with still no end date for the long overrated result in play & it has now been nearly 6.5wks. Appreciate all of your time & assistance & am praying it can be all finalised sooner rather than later as those due funds are no longer just winnings but are of absolute necessity to me & my family sadly!

Sincerely,

Louise

Hello, Natalia and Louise

It's a pity that such a situation happened. From our side, we want to give the most precise answer about the issue to make everything clear 

On the 14th of May Louise made three withdrawal requests - for 1500 AUD, 1500 AUD, and 800 AUD. One of the transactions has a different account number (beneficiary number) - the first digit of the number in one of the transactions on the sum of 1500 AUD is "5", two other transactions start with the digit "6". On the 15th of May, we confirmed all of the withdrawal requests and sent funds to the account number, which was inputted by the client. 

As Louise already confirmed, two withdrawals were successfully received. The third one wasn't credited to the client's account, because the player didn't enter the correct data. 

Also, please, note that the casino isn't responsible for the correctness of inputted data by clients

From our side, to solve the situation as soon as possible, we made an appropriate request to a processing center, which initiated communication with the payment system of the client. Please be aware that the payment recall is a long process and it is fully dependent on the receiver's bank answer. At the moment, we didn't receive updates about the issue from the processing center representatives, so the timeframes of a solution to the case are unknown. 

We are doing our best to help in solving the situation, and hope that receiving a solution will not take too long.

Kind regards,

Your Zoome team

It is now going on 7wks & I am ready to take legal action as this is simply not good enough reasoning nor is it true as my bank never received the funds of any kind therefore a "Payment Recall" & awaiting their communications is false, I verified this with them myself many weeks ago now as previously communicated with Zoome. Having been an incorrect account number, the funds instantly do a bounce back to the funds transfer initiator (Zoome). If the matter can not be resolved in full within the next couple of days where I have successfully received my owed & long overdue / awaited winning funds of $1,500.00AUD then I am left with zero choice but to take the legal actions necessary in order to redeem them in full once & for all I'm afraid, neither party wishes for this to take place, me least of all can afford the extra stresses or duresses by any stretch of the imagination right now whatsoever so please, for all concerned, resolve the issue at hand & expedite the new transfer as a matter of the highest urgency.

Sincerely,

Louise Knox

Now OFFICIALLY 7wks & still...NOTHING!!! This is TRULY BEYOND A JOKE guys!!!

Dear Zoome Casino, thank you for the reply. So you have already reclaimed the payment to the wrong account? Please, let us know when there're any updates from the bank.

Dear louisemarieknox, we do understand that you feel disappointed, but such mistakes happen sometimes. We don't know why the wrong number was entered and who made this typo, but the good sign is that the casino reacted to your complaint and seems to be willing to help you with this. Please, you need to understand that errant payments can't be reversed that simply so it's gonna take some more time. But I hope that the casino will cooperate on this matter.

I do understand however I still believe & know for a fact that 7wks already with still no end date/time within sights or that is being communicated to me whatsoever on any level by Zoome, is beyond excessive for any issue of this nature & I'm sorry, but time is not something I have a great deal left of I'm afraid, also hence the absolutely NECESSITY & URGENCY to me & my family most of all in my receiving these funds ASAP. I believe I have been patient for long enough at this stage now, 7 WEEKS, Again, I say that I know for a "FACT" that these payment / transfer issues do NOT take anywhere near this length of time, no matter where you are situated on the Globe!!!

So Please, I am absolutely begging at this stage, given the nature of crisis my family is now in & I shall let you read between the lines of what I am trying to say in so many words here, and that is that this be resolved to it's finality ASAP & as a matter of the absolute HIGHEST of URGENCIES, 7wks, it has been, 7WEEKS - just shy of 2 FULL MONTHS, This is beyond wrong & totally unreasonable on every single level no matter which stand point you take!

PLEASE - PLEASE - SEND ME MY OWED FUNDS!!! I DO NOT HAVE TIME!!!

Hi Natalia,

just going over your comment above once more & re-read your question to Zoome & thought it best to show you the attached once again in case it was missed in my above information I relayed to you but it answer your question in that Yes - they have already received word etc. from the payment provider as this was what they sent me now 5weeks ago, why my frustrations & downright disgust only grows deeper by the day in the service I have received to date & TOTAL LACK THERE OF, as it all appears to be just lies & excuses from where I sit I'm afraid!!! Please see for yourself - sent to me by Zoome now 5weeks ago!!!

Dear louisemarieknox, thank you for this specification. I hope that Zoome Casino will also explain this delay when they reply back.

Hello Natalia and Louise

We received the document of confirmation of the withdrawal request from the payment provider. With this document, Louise can contact the payment system representatives to speed up the procedure from her side, whilst we wait for an answer from the processing center. Our representatives sent the document to Louise via email. 

Please, note that the payment recall is a long process and, unfortunately, we don't have an influence on the timeframes, cause it depends on the answer of the payment system 

Once again, we understand the situation and the negative emotions which can cause such issues. We are sorry that the solution from the payment system takes so long.

Kind regards,

Your Zoome team

So is "Flash"the payments system provider on my end & whom I am supposed to get in touch with is it??? And what exactly am I supposed to say??? The funds never hit & would have done an instant bounce back to your payments system as that account number "DOES NOT EXIST!!!". Again, I verified this with my bank (ING) weeks ago now as we are now at almost 8wks - NO PAYMENT RECALL ANYWHERE IN THE WORLD TAKES THIS LONG I’M AFRAID!!!

Hello Natalia / Zoome Service Rep.,

Regarding the last lot of communications received & sent between the parties concerned; I have gone ahead & actioned what Zoome recommended in contacting "Flash" (Zoome's Payment Providing Platform) directly & immediately upon receiving the transaction details in full, alas, I had zero response back to my email query & not much better with their online chat support with a (Pls let me investigate the matter further & now been nearly 3days on with still NOTHING!!!), they advised me that they did initiate a payment recall with the beneficiary bank (My Bank - ING) & also did a further URGENT REQUEST whilst in the online chat to me, saying that they were awaiting ING to action this request prior to anything being actioned on their parts, I asked if I could help speed the process along in which they replied, "Sure, you could get in touch with them directly & ask them to action the Payment Recall Request!", I did this directly whilst still in the chat platform with Flash service rep. & was told the same thing by my banking officials as I was 2wks after the funds / transaction in question were still not deposited into my account & that is this; NO PAYMENT RECALL CAN BE REQUESTED FOR A PAYMENT THAT WAS NEVER DEPOSITED TO AN ACCOUNT THAT DOES NOT EXIST, THE FUNDS NEVER EVER HIT ING DIRECT IN ANY WAY SHAPE OR FORM, AS THAT ACCOUNT NUMBER, DOES NOT, I REPEAT, DOES NOT EXIST, (also info. that I have reiterated to Zoome many times over now since 1st speaking with my bank 6.5wks ago), the funds did an automatic bounce back to the initiators account 24-48hrs after as this is how it works, a "PAYMENT RECALL" is ONLY for when funds have actually hit & been successfully deposited into another account / an incorrect, open, fully functioning transactional account, therefore NO PAYMENT RECALL can or could ever take place - So I have once again, re-confirmed that I have now even further been strung along & kept waiting, sent on a wild goose chase for information that I already KNEW & had CONFIRMED to be TRUE by Zoome whilst they withhold my rightfully owed due funds in my outstanding winnings of $1,500.00!!!

I heed that this information be taken into every measurable consideration as these are full grounds for Legal Action & a Sue-able Offence in which I have more than enough legitimate evidence, every single communication sent / rec'd & advised on since my very 1st day of questioning the incorrect transaction - NOW 8.5WKS AGO!!!

My BANK MGR has happily said that they will go on Record & also for me to record a follow-up conversation with her in what she & other banking service rep.s / officials have now told me & explained to me in full detail 3 x's over, should the need for this Financial Legislative Information be required if matters were not resolved for me upon my relaying this information to Casino Guru, to yourself Natalia.

I await your reply as well as some form of affirmative & fully corrective ACTION from ZOOME with the highest & most urgent of anticipations - I NEED THIS RECTIFIED, GOING ON 9WKS I have been told to just "SIT & WAIT, WAIT, WAIT" - ALL BASED ON TOTAL LIES & FALSITIES IN WHICH I ALREADY KNEW IN FULL THE REASONINGS & EXCUSES ALL WERE FROM THE WORD GO!!!

Thank you for your time Natalia & ZOOME, I sincerely hope that the CORRECTIVE ACTION IS TAKEN IMMEDIATELY as I am no longer merely throwing out the idea of Legal Action but a Lawsuit shall be imminent should this NOT be RECTIFIED by COB - 5:00PM AEST on Friday 14th July, 2023 - as this can not & will not stand, not for / to me or to any other poor depositing account holder / member within your shady gaming facility / platform!!!

Natalia, again, thank you for your time & any assistance you can provide on the URGENT ISSUE @ hand, it is greatly appreciated.

Dear louisemarieknox, I'm afraid that this erroneous bank account number may exist, but not necessarily in your ING bank. Anyway, could you please send me the relevant communication between you and your bank and with Flash? My email is natalia.b@casino.guru. Also, it'd be great if you can share what document Zoome sent to you. Thank you.

Dear Zoome Casino, have there been any updates? Could you please send me the payment transactions history, where the player's withdrawal requests are visible with the status of the transaction and the bank account number they were requested to? Thank you.

Natalia,

The bank account number may very well exist, correct but not when it corresponds directly with a BSB number, the BSB Number for my Bank & Branch is correct as 923-100 so I’m sorry but the info. you have relayed above is erroneous & I have now had it confirmed in concrete twice over by my bank that this account number beginning with a 5 not a 6 as it should be, does NOT exist. As far as the flash communications go, I can forward you the email that I sent them, the other was performed via their online web chat platform & nothing was sent onto me from it, as I had it opening just left waiting for hrs on end after they informed me they would go & investigate further after I told them what I have said to you in the above, they NEVER came back to me & it was disconnected, again, I am left just sitting, waiting & wasting what little time I have remaining trying to get these damn funds I am so overdue lay owed and then some now after going on now 9wks. I will forward you what I now also know Zoome has had in their possession since day one & would NOT forward onto me in the transactional details of the one causing me nothing but further stress, duress & illness to be totally & brutally frank with you all on the subject. As far as the communications between my bank & myself, that has, as I have already disclosed to you in the above, been via Verbal / Phone communications so if you are wanting that confirmation then I shall have to await their business hours call times here in Australia & be on what I foresee to be yet another day of mine totally wasted in just waiting to get hold of whom I need to speak to after relaying all info. to each phone service rep. in the first instance so that they may place my call appropriately, ING do NOT have physical branches, all is totally remote via web & phone platforms ONLY. But I will do this & get the recording I said I can & will have on record in the above text I sent earlier on for legal prosecutions should this not be resolved by COB 5:00pm AEST on Friday, 14th July 2023.

Please see what I have accessible right now in what you have requested in the above & formal proof from my Bank I shall obtain in full later today just to prove even further that I have been & am still being totally & utterly lied to & my too too long awaited, overdue & OWED WINNINGS of $1,500.00 are being withheld from me, their RIGHTFUL RECIPIENT!!!

Zoome DO NOT EVEN HAVE A DAMN CLUE WHAT THE HELL IS GOING ON OR WHAT TUEY ARE EVEN DOING, is that not evident enough in their woeful forms of communications & the total lack their of just in the above alone???!!! I’m sorry Natalia & please, I mean zero disrespect to you or in what you are trying to assist me in achieving here but pls understand my standpoint, especially given that I have been nothing but forthcoming in full with evidence etc. etc. all @ the absolute ready for you & your disposal here, ZOOME, well, I know that I sure as hell can definitely NOT say the same for in any way, shape or form & im sure you can also agree whether you are permitted to say so or not out of integrity for your professionalism & also, most importantly, for your job security.

Please see the attached.

I HAVE HAD & WAITED MORE THAN WHAT SJOULD EVER EVER HAVE TO BE LONG ENOUGH NOW!!! I NEED RESULTS & I WILL, WITH GOD AS MY WITNESS, PROSECUTE TO THE FULL EXTENTS OF THE LAW IF THIS IS NOT REMEDIED BY THE ABOVE DATE, TIME BY ZOOME CASINO!!!

Natalia,

I have also taken the liberty of attaching the transaction details for the 1st 2 withdrawals of my winnings totalling $2,300.00 = 1 for $800.00 & 2nd for $1,500.00 in which were successful & instantaneous, Zoome did NOT send me this after my repeated requests for them to do so upon my questioning the 3rd missing deposit of $1,500.00 to follow, NO, I obtained this by luck through my Personal VIO Manager at Zoome, he sent it onto to me in trying to assist however he could on the matter given what the Customer Service & Finance Dpt. had already put me through for weeks on end so here you go to save any more time wasted for ME with you waiting for Zoome to send it through to you as you request they do so in the above... as I said, I HAVE HAD ENOUGH & I am NOT someone whom does not dot every single one of my "I's" & cross EVERY SINGLE 1 OF MY "T's" & I have a DOUBLE PAPER TRAIL plus the REST in & on absolutely EVERY SINGLE ACCOUNT that pertains to me very existence, TRIPLE that when it comes to FINANCES & nor am I under any circumstances whatsoever, a NAIEVE, UNDEREDUCATED, COUNTRY BUMPKIN FROM AUSTRALIA WHOM can be thrown under the bus on any single occasion, if the amount were just $1, I WOULD FIGHT, FOR ME, FOR ANYONE, BECAUSE THAT IS WHAT IS RIGHT & JUST & I AM SOMEONE WHOM PRIDES HERSELF THAT HER LIFE IS ACTIONED BASED ON "PRINCIPAL!!!".

PLS RESOLVE NOW ZOOME, AS WHAT I HAVE SAID IN THE ABOVE IS MOST DEF. NOT JUST SMOKE IN MIRRORS RE: "LEGAL ACTION!", I DO VERY MUCH HAVE A LAWYER / SOLICITOR ON SPEED DIAL, 1 OF WHOM IS MY BROTHER, FULLY INDUCTED IN THE SUPREME COURTS OF AUSTRALIA & an ASSOCIATE FOR THE GLOBAL GIANT OF LAW FIRMS "HERBERT, SMITH, FREEHILL!" & he specialises within the Finance sector, ( ANOTHER, A COUSIN, I CAN KEEP GOING IF YOU WOULD LIKE??? Sorry, I did forget to mention that I am from a Legal background formed over generations, so it will not cost me a cent to action what I must should you not rectify so pls, I am kindly advising that you heed my call to direct & immediate action in this total injustice & web of lies that you have so woefully STRUNG ALONG for now nearly 9 WEEKS, what you have so very wrongly & illegally pressed upon me & my life... ask yourself, "IS THIS RIGHT??? IS THIS FAIR??? IS THIS JUST??? IS THIS LEGAL????"

NO, IT MOST CERTAINLY IS NOT!!! RECTIFY IT & NOW!!!!

Natalia,

i just noticed that one attached did not successfully upload to the above for you so here it is 👍.

Sincerely,

Louise Knox

Dear all,

The relevant information and files from our side have been sent directly to natalia.b@casino.guru

Kind regards,

Your Zoome team

Dear Zoome team, thank you very much for the email.

Could you please specify if you have received any response from the payment processor regarding the recall of the funds since your last message?

Dear Natalia,

Unfortunately, there are still no updates from the processing center representatives. As soon as we receive them, we will definitely let you know about it

Kind regards,

Your Zoome team

Dear loisemarieknox and Zoome Casino,

Unfortunately, we are not able to find out whose mistake it was to enter the wrong number so that one of the payments was sent to some other bank account. The thing is that at the moment we have a situation where the money is stuck between this unknown account and the casino and are waiting for the recall, which can be delayed for an unknown time since it depends on some third parties. If the payment was sent by the casino on 14.5.2023, we assume that 90 days might be a sufficient time to get any updates regarding the situation from the payment processor. The complaint will remain opened and I will now set the timer until 15.8.2023. in the hope that there'll be any progress by this time.

I kindly ask both parties to share any updates here, if something happens before the time is over.

If there's no news until the middle of August, we'll discuss with the team how to handle the complaint.

Thank you very much for understanding.

Regards,

Natalia

STILL NO Payment Received & has now been past the 90days! I have been more than patient & have held off with legally pursuing my rightfully owed & so long overdue & awaited funds so would very much appreciate the outcome & full resolution of this matter & majorly inconveniencing highly stressful issue ASAP pls.

Many Thanks,

Louise Knox

Hello Natalia and Louise

We got an update from the processing center representatives. The recall they initiated has not received any response from the beneficiary bank within a reasonable time. The case is hereby closed with the status "recall unsuccessful". If the beneficiary bank decides to respond and return funds later, they will be added back to the settlement. However, the processing center representatives will not continue following up on the request

Kind regards,

Your Zoome team

Zoome,

We shall await what Natalia & Casino Guru have got to say with regards to your update above before I blow my top & finally initial full legal proceedings to recoup my owed winnings ok as what you have said in the above is zero justification in simply stating that the case is now closed due to "recall unsuccessful" - especially considering that I am the beneficiary & my bank confirmed for me twice over that no such recall request nor funds of any kind were ever received to begin with therefore making a "RECALL FOR FUNDS" TOTALLY IMPOSSIBLE!!! So, as I said, we shall wait on Natalia & Casino Guru's response before I totally lose it & slap a lawsuit on your facility ok.

Cheers!

Dear loisemarieknox, you stated in your previous messages that your bank confirmed that the false number (starting with 6) does not belong to your bank, can you please provide us with the confirmation (any relevant communication between you and your bank or an official statement) that such an account doesn't exist at your bank?

Dear Zoome, could you please specify how withdrawal requests are usually created and then approved by your side? Do players need to manually type the number for each withdrawal request? Are there any confirmational notifications? I also wonder, when your financial department approved the payout to the player, has anyone noticed that the number was incorrect? They just approved the request to the bank account that does not belong to the player and wasn't verified. I understand that you are not responsible for the correctness of the input data, but still, I'd like to know the procedure.

Dear Natalia 

As there's some private information about the procedures, our representatives answered all of the questions above via Skype. 

Have a great day! 

Kind regards,

Your Zoome team

Dear Natalia,

Please see the attached documents which should more than suffice as proof that the account is "INVALID / DOES NOT EXIST" 👍🏼, Payments initiated from 2 x different platforms just to show also as proof that no matter whether using online banking platforms or mobile banking apps etc., the Payer would receive the exact same result!!!

This would have been precisely what Zoome or anyone else depositing to an incorrect ING Account Number would also have displayed instantly prior to ANY payments ever even making it to the Processed stage for where a recall can ever be even possible to begin with, however they're not possible when an account does not exist because they either present instantly with this MSG, as displayed in the attached or, they get processed depending on the Banking Corporation & then do an automatic bounce back within 24-48hrs if the account is NOT VALID!!!

I sincerely hope that this can be finalised in full at an expedited rate now please Natalia, given that I have been waiting for now over 3mths for my owed funds / winnings!!!

Many Thanks,

Louise Knox

Dear loisemarieknox, thank you for the screenshots.

We have discussed your issue internally with our colleagues, and based on the presented documents we cannot continue to resolve this case, since there're no instruments for how we can influence the situation. We have seen the confirmation from the casino, that the money was sent initially to the bank account numbers that you provided. Based on how the cashier looks, you needed to put the data for each transaction manually, and we cannot investigate if you made a mistake in the third withdrawal request.

Anyway, while this account seems to not exist (what we can see from your screenshots), the casino approved your withdrawal requests in accordance with the input data, the intention was clearly to send you the money (since you received part of it with no complications), but unfortunately it was sent to nowhere. The casino showed a willingness to cooperate and requested a payment recall, though we know that it may be out of the casino's control. There are obviously some intermediator banks due to which there may be quite long delays, and online casinos cannot force them to work faster.

I know it is all very disappointing for you, but we really can do more here. I can only advise you to keep in contact with the casino and maybe ask them to check the recall again. It may happen that the beneficiary bank will react to the request later.

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.

Natalia