Zoome Casino - Выигрыши игрока были конфискованы, а счет заблокирован.

Hello,

I recently had a big hit in the "zoome" online casino (won around €8,000 for a €2 bet)

after about a month i finally managed to verify myself (had to upload a total of 9 documents, which was very strange, with other sites of the same "DAMA. NV group it was always 3-4), now my account simply blocked.

I wanted to make a payout of €1000, I applied for it and when I wanted to see whether it had already been processed about 3 days after the payout, when I tried to log in I got the message that my account was blocked.

Since yesterday I've been in contact with support as to why my account with a credit of €8,000 was blocked.

then i get the same answer over and over again: "the system would have discovered a second account and i should also have violated the terms and conditions." (It said, for example, "cheating, suspicious bonus activities, violating the terms, and it was always said that I violated point 10 in the terms and conditions, and this point consists of about 20 different points that lead to a ban , against which exactly I would have violated, I never found out)

I DEFINITELY DO NOT have a second account on this site as I know that this always leads to the player being banned.

I also didn't cheat or anything like that, I wouldn't even know how to "cheat" with something like that.

When I ask which terms and conditions I have violated exactly, I always get the ridiculous answer that this reason is "internal to the company" and therefore cannot be communicated to me.

there are more emails than the ones in the attachment, but the support seems to repeat itself constantly, never really responds to my accusations and always writes the same thing.

hallo,

habe letztens im "zoome" online casino einen dicken hit gelandet (auf 2€ einsatz ca. 8000€ gewonnen)

nachdem ich es dann nach ca. einem monat geschafft habe, mich endlich zu verifizieren (musste insgesamt 9 dokumente hochladen, was schon sehr komisch war, bei anderen seiten derselben "DAMA. N.V gruppe waren es immer 3-4), wurde jetzt mein konto einfach gesperrt.

ich wollte eine auszahlung von 1000€ durchführen, habe diese beantragt und als ich nach ca. 3 tagen nach der auszahlung sehen wollte, ob diese schon bearbeitet wurde, bekam ich beim login-versuch die meldung, dass mein account gesperrt wurde.

seit gestern bin ich nun mit dem Support in austausch, warum mein konto mit einem guthaben von 8000€ gesperrt wurde.

daraufhin bekomm ich immer wieder nur dieselbe antwort: "das system hätte einen zweitaccount entdeckt und außerdem soll ich gegen die AGB verstoßen haben." (es hieß z. B. "cheating, suspicious bonus activities, violating the terms, außerdem hieß es immer nur, ich habe gegen "Punkt 10 in den AGB's verstoßen, dabei besteht dieser punkt aus ca. 20 verschiedenen punkten, die zum bann führen, gegen welchen ich genau verstoßen hätte, habe ich nie erfahren)

ich habe DEFINITIV KEINEN zweiten account auf dieser seite, da ich weiß, dass so etwas immer zum auschluss des spielers führt.

auch habe ich nicht gecheatet oder ähnliches, ich wüsste nicht mal, wie man bei so etwas "cheaten" soll.

auf die frage, gegen welche AGB ich genau verstoßen habe, bekomme ich immer wieder nur die lächerliche antwort, dass dieser grund "firmenintern" sei und mir deshalb nicht mitgeteilt werden kann.

es gibt noch mehr emails, als die im anhang, jedoch wiederholt sich der support gefühlt ständig, geht nie wirklich auf meine vorwürfe ein und schreibt immer dasselbe.

Dear manuelwolf844,

Thank you very much for submitting your complaint and for forwarding all the relevant communication. I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Have you accumulated your winnings with or without an active bonus?

I also checked the abovementioned paragraph number 10 but it's too vague and it refers to too many fraudulent activities.

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

Hello,

yes, a friend of mine also has an account on the same site (verified).

I may have logged into my account on his PC in the past to top up money. i told support that too, after which they "thanked" me for describing the case. but it can't be that my account is blocked just because i log in somewhere else? we're two completely anyway different people, with two independent accounts (strangely enough, my friend's account wasn't locked) afterwards it wasn't really about the second account, but more about violating point 10 of the terms and conditions.

I initially played with a bonus, but I also complied 100% with the bonus terms and conditions. when I had won almost €8000, I had already completed the wager long ago. (deposit was 25€ + bonus, I think it was a 100% bonus, but I'm not sure anymore because it was a few weeks ago)

I've been playing online casinos for about 8 years now and nothing like this has ever happened to me, but it was also the first time that so much money was involved.

I had the problem with a second account at another casino, but when I described the case as above, it was checked and it was no longer a problem.

for me it's still purely arbitrary, because then it's about a not small amount, at least for me.. it's of course the easiest thing to simply block the account instead of paying it out.

hallo,

ja ein freund von mir hat auf derselben seite ebenfalls ein konto (verifiziert).

es kann sein, dass ich mich in der vergangenheit mal an seinem PC in mein konto eingeloggt habe, um geld aufzuladen. das hab ich dem support auch mitgeteilt, daraufhin haben sie sich dafür „bedankt" dass ich den fall geschildert habe. aber es kann doch nicht sein, dass mein konto gesperrt wird, nur weil ich mich wo anders einlogge? wir sind ja trotzdem zwei völlig verschiedene personen, mit zwei voneinander unabhängigen accounts. (komischerweise wurde der account von meinem freund aber nicht gesperrt). anschließend ging es auch nicht mehr wirklich um den zweitaccount, sondern mehr um das verstoßen gegen punkt 10 der AGB‘s.

ich habe anfangs mit einem bonus gespielt, habe mich aber auch 100% an die bonusbedingungen gehalten. als ich die knapp 8000€ gewonnen hatte, hatte ich den wager schon längst abgeschlossen. (einzahlung waren 25€ + bonus, glaube es war ein 100% bonus, bin mir aber nicht mehr sicher da das ganze ja jetzt schon einige wochen zurückliegt)

ich spiele jetzt schon seit ca, 8 jahren online casino und so etwas ist mir noch nie passiert, war aber auch das erste mal dass es um so viel geld geht.

ich hatte das problem mit einem zweitaccount schon mal bei einem anderen casino, als ich diesem dann aber den fall, wie oben, geschildert habe, wurde das gecheckt und es war dann auch kein problem mehr.

für mich ist das immer noch reine willkür, weil es dann doch um einen, zumindest für mich, nicht geringen betrag geht.. da ist es natürlich das einfachste, den account einfach zu sperren, statt auszuzahlen.

Thank you, manuelwolf844, for providing further clarification on the issue. Based on the information you've shared, it seems that the reason your friend's casino account was not blocked could be because you used his device to log in, rather than the other way around. Furthermore, it appears that their account had already been verified in the past.

To better understand the situation, could you please confirm if you used your friend's computer only once to add funds to your casino account? Have you ever played using the same IP address as your friend?

Hello,

I may have played more than once at my friend's place through my account, but I can't say exactly how many times since that was a long time ago.

so I also played on his IP address when I was with him and made a deposit on his PC.

I had the same problem before at the casino "megaslot.com" which belongs to the same casino group DAMA NV.

I wanted to pay out €600 there and got a message from support that the system had discovered a second account and my payout was cancelled. However, when I explained the situation to support, this was no longer a problem and I was able to make my payment.

that's why i don't understand why there should be a problem here, since it's obviously not a second account, but we are two different people with two different places of residence, i just logged into his pc when i was with him because I didn't think it would be a problem.

if need be, my friend who i logged in to could also provide his verification details so the casino staff can see that we are neighbors and it is not a duplicate account. but since he is already verified at zoome.com, i can give you his email, maybe that will help the casino to check the case (email of the friend with which he is registered at zoome: fabianschulz16@gmail.com)

the screenshots from the conversation with megaslot at the time can be found below.

hallo,

es kann sein, dass ich öfter als ein mal bei meinem freund über meinen account gespielt habe, ich kann aber nicht genau sagen wie oft, da das schon länger her ist.

also habe ich ja auch über seine IP adresse gespielt, als ich bei ihm war und über seinen PC eingezahlt habe.

ich hatte das gleiche problem schonmal, bei dem casino "megaslot.com" welche zur gleichen casinogruppe DAMA N.V. gehört.

dort wollte ich damals 600€ auszahlen und bekam vom support die nachricht, dass das system einen zweiten account entdeckt hat und meine auszahlung storniert wurde. als ich dem support jedoch die lage erklärt habe, stellte dies kein problem mehr da und ich konnte meine auszahlung durchführen.

deshalb verstehe ich auch nicht, weshalb es hier ein porblem geben sollte, da es ja offensichtlich kein zweiter account ist, sondern wir zwei verschiedene personen, mit zwei verschiedenen wohnsitzen sind, ich habe mich lediglich an seinem PC eingeloggt, als ich mal bei ihm war, weil ich nicht dachte, dass das kein problem wär.

falls es nötig wäre, könnte auch mein freund, bei dem ich mich eingeloggt habe, seine verifikationsdaten zur verfügung stellen, damit die mitarbeiter des casinos sehen können, dass wir nachbarn sind und es sich aber nicht um einen doppelten account handelt. da er aber bereits bei zoome.com verifiziert ist, kann ich ihnen gerne seine email geben, vielleicht hilft das dem casino ja weiter, den fall zu prüfen (email des freundes, mit welcher er bei zoome andegemeldet ist: fabianschulz16@gmail.com)

die screenshots von der damaligen konversation mit megaslot finden sie unten.

Thank you very much, manuelwolf844, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 manuelwolf844,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite a Zoome Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Zoome Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Dear, Tomas

Sure, we are open to cooperation to get rid of all misunderstandings, therefore, we would be happy to answer all of the questions above. 

1) The account was blocked due to a violation of our Terms and Conditions, specifically by using fraudulent actions (information about our anti-fraud policy can be found on the "Terms and Conditions" page, in point 10). Unfortunately, we can't share the details here due to security reasons. 

2) The account can't be unblocked. 

3) Again, due to security reasons, we are unable to send the evidence on this site, but it would be our pleasure to contact the managers of the Casino Guru directly and provide them with all necessary information including the details of the violation, and the relevant evidence

Kind regards,

Your Zoome team

Dear Zoome Casino,

Thank you for being cooperative. Kindly forward any relevant evidence to my email address: tomas.k@casino.guru

Kind regards,

Tomas

i would be really interested to know exactly what is meant by "fraudulent activities".

i just played slots like i always have and i can't remotely imagine where i committed any cheating activity.

mich würde wirklich brennend interessieren, was mit „betrügerischen handlungen" genau gemeint ist.

ich habe einfach wie schon immer, ganz normal slots gespielt und kann mir nicht im entferntesten vorstellen, wo ich irgendeine betrügerische handlung begangen haben sollte.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

there will be no more reply either as it is obvious that this casino is pure scam and will rip off their customers as soon as there is any major win.

es wird auch keine antwort mehr kommen, da es offensichtlich ist, dass dieses casino reiner betrug ist und seine kunden abzieht, sobald es zu einem größeren gewinn kommt.

Dear, Tomas

We want to confirm that our representatives sent the relevant evidence to one of the Casino Guru managers 

Kind regards,

Your Zoome team

Dear Zoome Casino,

Please send the evidence to me, as I'm the one who's handling this complaint and running the investigation.

Here's my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Dear all,

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

Kind regards,

Your Zoome team

Dear manuelwolf844,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts created and thus taking advantage of bonuses.

The casino acted correctly and within its terms and conditions.

Sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you to consult the gambling authority that the casino is regulated by.

Thank you very much, Zoome Casino, for providing information and your cooperation.

Best regards,

Tomas