Zoome Casino - プレイヤーのアカウントが閉鎖され、引き出しが遅れています。

Dear Casino Guru Team,

I’m reaching out for help with an issue I’ve encountered with Zoome Casino. On March 6, 2025, I noticed my account was blocked after attempting to withdraw €1,800, which was the capped amount of my winnings (originally over €5,000, but they imposed a cap). I had already completed their KYC process, uploading all required documents, including proof of my online card, so I was confused and frustrated when my withdrawal was canceled and my account disabled.

I emailed Zoome at 1:16 PM that day asking why my account was blocked. They responded at 2:08 PM, stating it was due to a violation of their Terms and Conditions under Section 10 (Anti-Fraud Policy), but they didn’t specify what I supposedly did wrong. I replied at 2:35 PM, pointing out that I won the money fairly and questioning why they’re withholding my €1,800. Their next response at 3:40 PM listed possible violations—like collusion, multiple accounts, or fraudulent activity—but again provided no evidence or details about my case. I’ve asked repeatedly for clarification and my money, but they’ve stuck to vague replies and haven’t paid me.

Here’s a summary of what happened:

I won over €5,000, which Zoome capped at €1,800.

I requested a withdrawal of the €1,800, but it was canceled.

My account was then blocked, citing "Section 10," with no specific reason given.

I’ve complied with all KYC requirements, yet my funds remain unpaid.

I’ve had the following email correspondence with Zoome:

Email 1 (S***** G***** to Zoome Support):

March 4, 2025, 9:49 AM

Dear Support,

My actual balance was around €5200 that I won, and after completing the wagering, I got capped at €1800. This is not correct. I have read your terms, and the cap you have is €10,000 max win. Please can you check this and update my balance accordingly?

Shauna

Email 2 (Zoome Support to S*****):

March 4, 2025, 11:25 AM

Hello S*****,

Thank you for reaching out to us. We truly appreciate you bringing this matter to our attention, and we're very sorry for the situation you've encountered.

Email 3 (S***** G***** to Zoome Support):

March 4, 2025, 12:07 PM

Hi again,

This is not correct. Please refer to my attached screenshot which states max win €10,000 and the URL is Ireland, not Germany.

Email 4 (Zoome Support to S*****):

March 4, 2025, 1:43 PM

Hello S*****,

We hope you are doing well! Thank you for reaching out to us, and we completely understand how frustrating this situation can be. We would like to…

Email 5 (S***** G***** to Zoome Support):

March 4, 2025, 2:53 PM

Dear Zoome Customer Support,

Thank you for your response, but I’m still confused and concerned about the contradiction in your terms and the handling of my bonus.

Email 6 (Zoome Support to S*****):

March 4, 2025, 5:50 PM

Hello S*****,

We sincerely apologize for any inconvenience this may have caused. We completely understand your frustration and regret that this issue has arisen.

Unfortunately, our team did not update the bonus descriptions in our Terms and Conditions as needed, and we deeply regret this oversight. Rest assured that we have acknowledged this mistake and are actively working to correct the information to provide clarity and transparency for all our valued customers.

At this time, we would like to clarify that the maximum win for any bonuses is €1,500. We are committed to ensuring that all bonus terms are accurate and clearly communicated in our documentation. Your understanding and patience during this process are greatly appreciated, and we are doing everything we can to resolve the issue swiftly.

Despite this exchange, Zoome has continued to withhold my winnings, and my account remains blocked. This feels like they are unfairly withholding my €1,800, and I am unsure what steps I can take next.

I would appreciate any assistance you can provide in investigating this issue and helping me recover my €1,800. I can provide screenshots of the emails and any other evidence if needed—just let me know what you require.

Thank you for your help!

Sincerely,

S*****

Dear msshaon900,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating situation you’re facing with Zoome Casino and your blocked account.

To help us investigate this issue further, could you please provide the following:

1. Could you forward any specific responses from Zoome that include details on why they mentioned your violation of Section 10 (Anti-Fraud Policy)? Any communication where they outlined these accusations, including dates, would be helpful.
2. Have you received any additional communication from Zoome after their last response on March 4, 2025? If yes, could you forward that as well?
3. Can you confirm if you received any information regarding the bonus win cap mentioned in their terms? They mentioned a maximum win of €1,500, which seems to be different from what you initially understood.

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any other supporting documentation or communication, please feel free to forward it to petronela.k@casino.guru as well.

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