Zoome Casino - Player's withdrawals have been delayed due to account issues.

Hi I open an account with zoome made a deposit I won 7500 . Request a withdrawal and my account was flagged as having a duplicate account. $7500 was cancelled and returned to my online account.I contacted customer support and I was asked to provide reasons to the duplicate account . The accepted my explanation and restrictions were removed and It was confirmed by email duplicate account was terminated and restrictions removed.. I was then notified I was able to now uploaded my personal information for verification so I am able to receive my withdrawal. This took a couple of days and in the meantime I won $30000 I requested 20/$1500 withdrawals but the verification took some time I was then sent a email with confirmation my account is now fully verified but my withdrawals were cancelled as my bank would not accept that payment method.. I was informed different payment method was needed ( bank deposit was suggested)as my withdrawal request was processed at there end but it may take a couple of days for my bank to release it to my account. .20/$1500 withdrawals were again returned to my online account.I sent a email to support who again confirmed I had no restrictions or duplicate account provided a different payment method.. I then requested $10000 told again by email no restrictions or duplicate account or suspended account .. I was then emailed to be told my account has a duplicate and my withdrawals were cancelled as I have violated section 9 duplicated account .. I have all the information and correspondence with zoome but they will not change there decision. Even thou I sent proof from them that on the 20/3/25 my duplicate account was terminated restrictions removed and I am able to then proceed with the verification process.. the 25/2/25 was the date they cancelled my withdrawal and claimed I have duplicated accounts even after I received a email on the 20/3/25 confirming duplicate account is terminated no restrictions or suspension. I have tried and tried to be treated like a criminal I even contacted the manager you sent me by email i congratulations on my big win and also stated my 20/$1500 withdrawals were only cancelled as my bank does not support that type of payment please select different payment method . When I emailed her response contact customer service. I explained I have and sent all conflicting sand misleading information but she keep saying contact customer support.. my online account is cancelled so I only have what has been sent by emails .. they sent email stating $650 deposits I made would be refunded back to the card it was received from .. the $650 was received but another issue is the refund was successfully deposited onto my bank card they claimed my bank denied my 20/$1500 withdrawal request as that form of deposit was not accepted by my bank .. I can provide all details I just need some help .. $30000 is a lot I won it honestly with no deposit bonus it was straight dollar for dollar i deposited the money knowing there as I risk of not winning and they accepted my deposit knowing there is a chance I may receive a withdrawal..

Dear 9vk5mt472g,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing.

To better understand your situation and assist you more effectively, could you please provide answers to the following questions:

• Could you please clarify the reason why you created a second account at this casino?
• Has there ever been a time when both of your accounts were active at the same time?
• Could you confirm if you have passed the full KYC verification process on any of your accounts?
• Have you accumulated your winnings with or without a bonus?

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

Best regards

Veronika

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The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi thank you so much for looking into this .. the reason was as I had not used account I completely forgot I already had account . They accepted my explanation and removed restrictions so I could proceed with uploading my personal information….I have never used both accounts, I was made aware and contacted customer support you then terminated duplicate account 20/3/25…my verification has only ever been linked to my account that was not terminated and I was fully verified confirm by email on many occasions.. the winnings I received was totally dollar for dollar won with no welcome bonus or deposit bonus or free spins .. it was totally what I deposited was what I played I removed the bonus option

hello I would like to inform you that zoome casino is now claiming for the first time tonight even though all the emails confirming that the restriction twas removed they now claim it was a temporary restriction lift ??? and I misinterpreted there explanation and also the emails of clarification of my account.. how does someone misinterpret a email of confirmation and clarification that my account has no restrictions the duplicate account was terminated and also confirmation of my account being fully verified. It’s just game playing with a lot of deception and conflicting information for something has been confirmed.. I think they need to have someone confirm and clarify there emails of confirmation and clarification because it just seems these people think they have the own rules for the word clarification as all of this does not make any sense what so ever apart from them trying to get out of paying my &30000 withdrawal that i honestly won

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your complaint at veronika.f@casino.guru. Please forward me the emails or chat transcripts/screenshots of the conversation where the casino accepted your explanation for having a duplicate account. Kindly share the most recent communication you had with the casino as well.