Zoome Casino - Счет игрока закрыт, а средства задержаны.

I went to log in to my account to withdraw the €1514 I had left, and that’s when I found out my account was closed. No warning, no email, nothing. I contacted support right away and they just told me my account was closed under Section 10 of their terms. That’s it. No explanation, no proof, nothing.

I didn’t do anything wrong. I’ve asked them over and over to explain what I supposedly did or to send some kind of official statement, and they won’t. They just keep repeating that my account is blocked and the decision is final.

They already paid me €1000, but they still owe me €1514, and I want my money back. This feels completely unfair and shady. Please help me get what I’m owed.

Thanks

Dear Shadow6Hawk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zoome Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

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

Stay cautious and contact us directly if you have any doubts.

Hi,

I have only started playing at Zoome Casino at the end of March—March 31st, to be exact. I found out that my account had been blocked when I tried to log in and was unable to access it. After reaching out to their support team, I was told that I had violated their terms and conditions. However, they provided no explanation or proof of what exactly I had done wrong.

While I was playing, I used a bonus and played only slot games which is how I accumulated my balance.

I’ve sent all transcripts of my communication with the casino to your email.

Also I would like to inform you that they have in fact sent me €2000 and owe me €514 so I apologize for the mix up.

Thank you very much, Shadow6Hawk, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

Hello there,

Thank you Shadow6Hawk 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 the player's account was blocked and what we can do to help the player receive their winnings.

Thank you!

Hello Peter! 

The platform owner found out that the client was engaged in bonus abuse on their platform's websites, and they requested us to close the account of this client in accordance with the company's rules. 

Before this closure, the user made withdrawals of 2000 euros, with a deposit of 300 euros.

Thank you for the update Zoome Casino representative. Would it be possible to provide me with evidence of bonus abuse? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Hello! We need a little more time to resolve this situation. As soon as we receive all the information from the relevant department, we will be able to provide it to you.

Hello!

Today we will send you a letter with details on the situation of this client.

Thank you for providing me with the information Zoome Casino representative. I have responded to your email, and I await your response!

Dear Shadow6Hawk, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello, we have sent you an email. We are currently waiting for the final information on this case. 

Hello! We apologize, but we still need a little time to review the decision with the relevant department. 

Hello!

Since the guru's policy on write-offs and bonus abuse differs from company rules, a refund was decided upon in order to resolve the complaint positively.

The customer can now withdraw his balance.

Thank you very much for the positive update Zoome Casino representative.

Dear Shadow6Hawk, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I can't log in

We apologize for the inconvenience. Since the account was blocked by the platform owner, unblocking it on our side alone is not enough. We have submitted a request to the platform to lift the restrictions so that you can withdraw your funds.

We will keep you updated.

We have sent you an email requesting payment details. Unfortunately, it is not possible to unblock your account on the platform side, as it was blocked for bonus abuse.

Dear Shadow6Hawk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi i received my money from them. Thank you for help

Dear Shadow6Hawk,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter