Zoome Casino - Player's withdrawal request repeatedly cancelled.

Casino has cancelled my withdrawal 5 times in a row. I have spoken to live chat each time and asked them for solutions which has resulted in nothing. I wait 3 days to a week each time for it to fail.

I was told I could withdraw to bitcoin instead as my bank was "cancelling my transfer" and then was told I would have to make an additional bitcoin deposit before it would work.

After several times trying to withdraw as a bank transfer I spoke with support who looked at a screenshot of my details filled in and confirmed the details were correct and that the deposit would work.

Here I am a week later and they have cancelled my deposit yet again and placed the money back into my account. My cash out in my transaction history still says "Success" even though the money is back in my casino account.

Support agent is now saying

"Try to contact your bank or, as I wrote earlier, make a withdrawal again, but check all the fields, especially the field where you enter your BSB."

Support has already confirmed that I was entering these details in correctly.

I have never had issues with withdrawals before on multiple other casinos.

This casino cant figure out a basic bank transfer and they refuse to allow withdrawal as a different currency without depositing more money as that currency. Essentially holding my money ransom.

I have lost faith that I will see my money. Big warning to others, don't play here. I have given up on my thousand dollars.

Dear ScatterBrains,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

If the casino offered you the alternative to use crypto for withdrawals I would certainly recommend you consider it.

When using a new withdrawal method casinos will often require a minimum qualifying deposit to confirm the validity of the payment method.

I would encourage you to find out how much the casino requires the minimum qualifying deposit to be if you decide to pursue this solution.

Please let me know about your decision and don't hesitate to let us know if you need further assistance.

Best regards,

Tomas

Hi Tomas,

I have used several casinos in the past and have never been asked to deposit additional funds in order to be able to withdraw. I am perfectly happy to withdraw to bitcoin if required, but I would require a guarantee that they would allow it despite playing in AUD.

This will be my sixth attempt at withdrawing. I have no confidence that if I deposit more money that they will allow a withdrawal.

Am I able to leave a bad review in the meantime?

According to my colleagues, user reviews for the casino in question will stay pending until the moment the complaint is closed. Their recommendation is to wait for the submission of the review until after the complaint is dealt with. I apologize for the inconvenience.

Rest assured that it's common practice to be asked to deposit with a new payment method when attempting to withdraw using this new payment method.

Kindly ask the casino for the details, and share them here.

If the casino advised you to use crypto for withdrawals in the past you can share this communication here or send me the information to my email at tomas@casino.guru

I give up.

I refuse to give them another dollar of my money.

I deposited and played in AUD, and they are unable to provide a withdrawal as AUD. No way am I giving them any more money.

The money is gone in my mind. Just close this case. I will leave a separate review

I want to be able to leave a review. I think having a negative review of the website is more valuable to me than whatever will come from this complaint process but they will not allow me to post the review while a complaint is active.

Close this so I can leave my review.

CLOSE THE COMPLAINT. I have closed my account with the casino. I want to be able to leave an honest review. Kind of suss that casino guru has a higher score for zoome than any other review site.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion.

If you change your mind, don't hesitate to request the complaint to be reopened, or contact me by email at tomas@casino.guru

Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.