Complaint #3 Zoome Casino

They refuse to pay me 2,400 Euros

By Constantin P.

3 years ago

Message on forum

Hello, after I sent everything they asked me for the account verification, all the documents + selfie + mifinity wallet photos, they refuse to reopen my account and pay my 2400 euro winnings.

I've been playing at the DAMA group casinos for a very long time (2,3 years), so it's impossible to break any rules, I know the terms and conditions very well.

However, my account was closed and they refuse to send me the money won (2400 euros) and they told me after 3 days they asked me for documents after documents, pictures after pictures that they will pay back my initial deposit. Which seems SCAM to me. I didn't break any rules, I'm sure that if I had I would have found out the reason, but they didn't tell me anything like that.

I have attached evidence below to prove that I asked them everything they asked me to have my account verified.

As you can see in the attached pictures, I sent them even more than they initially asked for my withdrawals to be processed.

Disputed Casino Zoome Casino

Reason Declined payment

Amount €2400

Discussion

AskGamblers

• Support Team

3 years ago

Dear @palin,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Zoome Casino

• Representative

3 years ago

Dear all,
We are sorry for the late reply, however, glad to inform you that the payout of 2400 EUR was processed on December 05, 2022, in the full amount.

Dear player, we appreciate your patience and cooperation during the verification process and are sorry for the inconvenience it caused.

We will be pleased to get a confirmation that you received your winnings.

Sincerely,
Zoome Casino Team

AskGamblers

• Support Team

3 years ago

Dear all,

This complaint has been reopened as per Zoome Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

3 years ago

Dear Zoome Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Zoome Casino Complaint Stats

Resolved 1 / 2

Avg. Amount $3,525

Avg. Complaint Duration 6 days

Avg. Response Time 4 days

Zoome Casino Complaints

See all complaints for this casino

Refused my withdrawal 4500 USD

I would like to submit a complaint regarding Zoome Casino and the refusal to pay my winnings.

I registered an account with Zoome Casino using my real personal information.

During the registration process, I clearly stated that I am a resident of Cyprus. Cyprus was available to select from the country list provided by the casino. I entered my real Cyprus residential address and my real Cyprus phone number.

The casino accepted my registration without any warning or restriction. My account was created successfully, my deposit was accepted, and I was allowed to play with real money.

After playing, I won approximately USD 4,500 and requested a withdrawal.

Only after requesting the withdrawal did the casino ask me to complete the KYC verification process. I fully cooperated and provided the requested documents.

After completing the verification, the casino informed me that I was not allowed to play because I am a resident of Cyprus. My account was blocked, and my winnings were not paid.

I understand that some casinos may have restrictions regarding certain countries. However, in my case, I did not hide my country of residence. I provided my Cyprus information openly during registration, and the casino accepted it before allowing me to deposit and gamble.

My concern is that the casino accepted my registration, accepted my money, allowed me to play, and only applied the country restriction after I won and requested a withdrawal.

If Cyprus was a restricted jurisdiction, the casino should have prevented my registration or requested verification before accepting my deposit and allowing me to play.

I believe this situation requires a review because the restriction was applied only after I became entitled to receive my winnings.

I kindly ask AskGamblers to review this case and assist in resolving the dispute with Zoome Casino.

Requested resolution:

Payment of my legitimate winnings of approximately USD 4,500, or a clear explanation from the casino regarding why my account was accepted, and deposits were allowed despite my declared country of residence.

Thank you for your assistance.

Unresolved

$4,500