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Complaint About Unfair Account Closure by Zoome Casino

Dear Casino Guru,

I would like to make a complaint about how Zoome Casino handled my account.

The casino asked me to send many verification documents to confirm my identity.

I sent all the documents they requested, completely and on time.

After everything was sent, the casino told me my account was permanently closed for "fraud."

They did not explain what I did wrong or show any proof of fraud. They also said that verification is not needed anymore.

Their Terms and Conditions are very vague and do not clearly say what actions count as "fraud."

I believe my account was closed unfairly and without a valid reason.

I am now asking for your help to review this case.

I would like to know why my account was closed and to have the decision reviewed.

I also want to make sure any remaining funds are safe and that I can withdraw any balance owed to me once this is resolved.

Thank you for your time and help with this matter.

I would also like to know how I can forward over the emails between the casino and I.

Sincerely,

Sean ****

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Hello,

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents you provided during the verification process?
• Could you please share with me your communication with the casino regarding the issue, especially the reasons for closing your account? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

I was a player from January 2025. They closed my account on May 20 2025.

The casino sent me an email saying that my account has been permanently closed.

I played slot games.

I did use a bonus that I got after depositing.

I have sent them all my Mifinity account details screenshots, Luxon Pay account details, and KYC selfie.

I do not have chat transcripts as I was communicating with them through email, I have forwarded it to your email address you added above. 

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]), 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 SeanJoy222,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Zoome Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Zoome Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello Kubo,

We have taken the complaint into review.

We will carefully examine the situation regarding the customer and get back to you with detailed information.

Dear Zoome Casino,

I am reaching out to follow up on this case. Has your review been completed? If so, could you please share the results?

Thank you for your cooperation.

Is Zoome going to reply? I would not want this case to be closed without a solution.

Hello,

We are currently awaiting the full set of account details from the platform. Once this information is provided to us, we will forward it to you without delay. Thank you for your patience.

Dear Zoome Casino,

It has now been more than three weeks since the initial inquiry. Could you please provide an update as soon as possible?

Thank you.