Zoome Casino - 決済が遅延しているとのクレームがあります。

Ladies and Gentlemen!

I'm playing at the zoome casino mom.Wanted to make a payout.But the casino doesn't want to pay it out because they want a bank statement with a name.But then I got one but unfortunately it doesn't say no name on it. I submitted everything else. I don't understand what else I'm supposed to prove. If I hadn't paid into the casino, I couldn't play there. Above all, they can see the deposit via transactions. It's about mom €250 which I would like to be paid out. I hope they can help me.

Mfg Manuela L***

Sehr geehrte Damen und Herren!

Ich spiele im mom im zoome Casino.Wollte eine Auszahlung tätigen.Doch das Casino will es nicht auszahlen,weil sie einen Kontoauszug haben möchten mit Name.Doch ich habe einen dann geholt aber leider steht Nein Name nicht dort drauf. Ich habe sonst auch alles eingereicht.Ich verstehe nicht was ich da noch beweisen soll.Wenn ich in dem Casino nicht eingezahlt hätte,könnte ich nicht spielen dort.Vor allen Dingen könnnen die doch die einzahlung per Transaktionen nach sehen.Im mom geht es um 250 €die ich gerne ausgezahlt bekommen möchte.Ich hoffe die können mir helfen.

Mfg Manuela L***

Dear Ela1971,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Ela1971,

Have you received your withdrawal from the casino yet?

Dear Ela1971,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.