Zoome Casino - アカウントの問題により、プレイヤーの引き出しが遅れています。

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

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

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.

Hi I’m having trouble uploading documents I have so many emails .. if these emails aren’t enough information please let me know as I send them to your email address.. as you can see many confirmation emails concerning my acc from 20/5/25 restrictions being lifted account fully verified but. Denied withdrawal requests totally $30000. 20/$1500 due to my bank not allowing payment back on my card .. please select different payment option ( bank deposit suggestion) even on the same day email stating all of this another email stating I was in section 9 duplicate account violation my withdrawals lost and account permanently suspended.. you will see in the few emails I have sent they clearly do not make any sense misleading information ( letters of clarify , conformation, clarification, I think they need someone to clarify the clarification and confirmation emails as you can only take those words exactly as they are said . Please if more information is required please contact me and thanks again for your help

Hi this is 1 of the $1500 x 20 of withdrawal request $30000 total.. it doesn’t say a thing about section 9 violation .. reason for cancellation different payment needed .. very misleading information.. duplicate account was terminated 20/3/25 to be them and now able to be processed for verification. The . verification documentation was approved but with problems approving my address at there end not mine . but the email sent stating confirmation my account has no restrictions and fully verified .. I asked them if my account was in such violation stated 25/3/25 by them as grounds to cancel my withdrawals why was my account restriction lifted in the first place they should have just cancelled the $7500 request and closed my account like they have done on the 25/3/25 . They accepted my reasoning and then asked for documentation for verification .. they have now also been trying to use the word (temporary )restriction lift. Temporary has never been used .. that’s a misleading word as temporary does not mean permanent. Also they also claim I requested a refund of my deposits .. they did that in the same email of them canceling my withdrawal I not once have ever asked for a refund of my deposits made to them . Another lie .. Veronika I have tried to email you but your emails keep coming back saying email address is not correct are you able to send it to me if possible?? All this is stressful a I’m not a criminal they certainly are the criminals I can’t thank you enough for looking into this matter. The deception and fraudulent activity’s by them are all in the proof of emails my them . Thank you so much yours truly Steve G.