Zoome Casino - Аккаунт игрока был закрыт.

I deposited $30 on the 4th December won $4500 the same day they said I needed to verify my account sent through all of the documents then they wanted a selfie of me holding my id said I only had a pic of it on my phone so I had a friend taking a photo of me holding my phone with id, they did not accept it then ended up getting if sending them a selfie with id they said it was not clear enough then they rang me yesterday afternoon said it had been rejected because of a shadow on the bottom but even if there was a shadow I made sure everything was clear and visible b4 I sent it. When I woke this morning had an email saying account had been blocked and they would refund me the $30 I deposited

Dear Jel91288,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zoome Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• What was the casino's justification for confiscation of your winnings? Did the casino cite any broken rules?
• Was this your only deposit in the casino?
• Could you please share with me your communication with the casino supporting your case? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

They said I was in violation of Claus 10 of there therms and conditions and yes it was my 1st deposit. I feel as though I had sent through more than enough evidence for them to verify my identity I even had a statutory declaration declaring that I was the person on the id

Hi I know you would be busy trying to handling all the complaints you receive but I am just wanting to know if there was anymore Information you need me to provide

Hi I know your probably sick of me messaging, but when zoome casino kept rejecting my id I went and ordered a replacement photo card and I received it in the mail today so I can upload a selfie with me holding it if U would like

Thank you very much, Jel91288, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Jel91288, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Zoome Casino representative to join this conversation. 

Dear Zoome Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Jelessa and Casino Guru Team,

Thank you for reaching out to us regarding your account status. We truly understand how upsetting this situation must be for you, and we want to provide you with clarity and assistance.

Your account was reviewed as part of our standard verification process, which is necessary to ensure compliance with our security measures and the Anti-Fraud Policy outlined in section 10 of our Terms and Conditions.

During the verification process, it was determined that the documents you submitted did not meet the required authenticity standards. Specifically, instead of providing a photo with the original ID as required for verification, you submitted a photo with a printed and cropped copy of the document. This does not comply with our verification rules, which state that the photo must include the original ID to confirm the identity of the account holder.

As a result, your account was blocked, and the winnings were voided following our Anti-Fraud Policy.

Please know that we do not take such actions lightly, and they are only made after a thorough investigation. Our priority is to maintain a fair and secure gaming environment for all players, and we sincerely regret any frustration this may have caused.

Additionally, we would like to assist you with a refund of your initial deposit of 30 AUD. Please note that we had previously requested the necessary details for the refund on December 10th, but we have not yet received a response. Kindly provide the following details via email to support@zoome.casino:

• Account holder's name (full name)
• Account holder's address (city, street, building)
• Account holder's email address
• Bank name (full name of your bank)
• Bank address (city, street, building)
• Account number / IBAN
• SWIFT (or BIC)

We value all of our players, and it is never our intention to cause disappointment. Should you have any further questions or require assistance, please do not hesitate to contact us. We are here to help.

Kind regards,

Zoome Casino

Dear Zoome Casino,

thank you for your message.

Have you asked Jel91288 for a better verification pictures, please? Will you be able to share the ones you received, please? My email is katarina.d@casino.guru.

Dear Katarina,

Yes, of course, the customer was repeatedly asked to provide documents that would meet the verification requirements, but the customer continued to provide either a photo of a printed copy of her ID card.

We have sent detailed information to your email address. 

Dear Zoome Casino,

thanks for your message and email.

Dear Jel91288,

how many times have you tried to submit your verification pictures, please?

I submitted my verification selfie a couple of times but I only ever used the 1 picture of my I'd that I also provided a statutory declaration to them witnessed and signed by a J.P. which is a legal document I have used in NSW previously because I did not have the physical copy. But I also made the casino well aware of the situation, that Is why I went and got a new 1.

Dear Jel91288,

thanks for the update.

I would like to emphasize the importance of using official government-issued identification for verification purposes. This is a critical step for online casinos to ensure that funds are being transferred to the rightful owner and to maintain compliance with local laws and regulations.

Dear Zoome Casino,

I understand that the player did not provide the required ID upon request. However, given that it appears a new ID has been issued, would you be willing to grant this player another opportunity to verify their new document, please?

Dear Katarina,

Thank you for your follow-up.

We appreciate your inquiry regarding the possibility of reinstating Jelessa’s (Jel91288) account. However, we must confirm that the account cannot be restored.

This was a serious violation and an attempt to bypass regulatory requirements related to KYC verification. Such behavior constitutes a breach of our Terms and Conditions, and as a result, the account was permanently blocked. This decision is final and cannot be reconsidered.

Hello Jel91288,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Jel91288,

thank you for your patience.

Could you please send me the ID and other documents you used for KYC at this casino? My email is katarina.d@casino.guru.

Dear Zoome Casino,

thank you for your email.

Katarina I have emailed the documents to your email address

Dear Jel91288,

thank you I have received your email.

The pictures that were sent to casino and you have provided were difficult to read and they were also quite blurry. However the other set of pictures looks much better.

However, I would like to ask you when were the first documents issued, please. Do you know the date?

Dear Jel91288,

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.

The issue date for the bank statement was the 4th of December same day as the deposit is that what u mean?

Dear Jel91288,

thanks for your reply. And what about your ID, what date was your Id issued, please?

I would like to assure you that your case is being actively discussed outside this thread. I will provide you with an update as soon as I have pertinent information to share.

My old photo I'd was issued on the 18 April 2018 and my replacement photo I'd was delivered around the 20th December 2024 is that what u were wanting 2 know

Dear Jel91288,

thanks for your message.

Dear Zoome Casino,

I have sent you an email.

Dear Katarina,

We have sent you a reply by email

Dear Zoome Casino,

thank you for your email. I have followed up with aresponse.

Dear Katarina,

We have sent you another letter describing the situation in more detail and giving clear examples of the violations. Please review it in detail. 

Dear Jel91288,

I have sent you an email.

Dear Zoome Casino,

thanks for your email, I have followed up with a response.

Dear Jel91288,

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.

I have replied to your email katarina

Dear Jel91288,

thanks for your email.

Dear Jel91288,

Thank you for contacting us regarding your complaint. I understand this is a difficult situation, and I sincerely apologize that we are unable to uphold your complaint at this time.

After a thorough review of your case, we've concluded that the casino acted within its rights, primarily due to the condition and potential authenticity concerns surrounding your identification. As we lack the expertise to definitively verify identification documents, we were unfortunately unable to proceed with the complaint.

I recognize this is likely disappointing news. While I understand your frustration, I do want to emphasize the importance of ensuring your identification is in good condition and easily verifiable to avoid issues in the future. We appreciate your understanding in this matter and regret any inconvenience this may have caused.

Best regards,

Katarina