The player from Australia had been waiting for a withdrawal for less than two weeks. Unfortunately, her payout had not been received yet. The Complaints Team had acknowledged the delay, explaining that it might have been due to processing times or KYC verification. However, the player did not respond to follow-up inquiries, which led to the inability to investigate further, resulting in the rejection of the complaint. The player was informed that she could reopen the complaint at any time.
Igrač iz Australije je na povlačenje čekao manje od dve nedelje. Nažalost, njena isplata još nije primljena. Tim za žalbe je priznao kašnjenje, objašnjavajući da je to možda bilo zbog vremena obrade ili verifikacije KIC-a. Međutim, igrač nije odgovorio na naknadna pitanja, što je dovelo do nemogućnosti dalje istrage, što je rezultiralo odbijanjem žalbe. Igračica je obaveštena da može ponovo da otvori žalbu u bilo kom trenutku.
6. decembra sam napravio dva povlačenja po 100 dolara svaki. Oba su odbijena jer očigledno moram da osvojim određeni iznos pre nego što mogu da podignem, a novac je odmah vraćen na moj račun. Dana 7. decembra napravio sam tri povlačenja jedno za 100 prihvaćeno i primio novac, drugo za 300 prihvatio i primio novac, a zatim treće za 120 odbijen. Nisam primio novac na svoj bankovni račun ili mi je vraćeno sto dolara? Kada sam pisao korisničkoj podršci, objasnio sam da je situacija rečeno da mi dozvolite nekoliko minuta da pogledam nalog 10 minuta kasnije. Dobio sam odgovor koji kaže u čemu je tačno problem. Rekao sam mu da se vrati i pročita prethodne poruke jer se ne ponavljam da čekam samo 25 minuta bez odgovora. Mislim da to nije fer ako su mi uzeli tih sto dolara, posebno sa količinom novca koji sam zapravo potrošio na ovaj kazino! Poslednjih nekoliko meseci nisam imao ništa osim problema. Iskreno mislim da je ovaj kazino dramatično pao nizbrdo i mi kao kupci smo ti koji to plaćamo. Želeo bih da znam kako mogu da uložim zvaničnu žalbu zbog ovoga jer zaista nisam srećan.
On 6 December I made two withdrawals at $100 each. Both were rejected because apparently I need to win a certain amount before I can withdraw and money was credited back onto my account straight away. On 7 December I made three withdrawals one for 100 accepted and received money the second one for 300 accepted and received the money and then the third one for 120 rejected I did not receive the money into my bank account or was credited the hundred dollars back? When I wrote to the customer support I explained the situation was told please allow me a few minutes to look over the Account 10 minutes later. I get a reply saying what exactly is the problem. I said to him go back and read previous messages because I’m not repeating myself again to only wait 25 minutes for no answer. I don’t think that’s fair if they have taken that hundred dollars off of me especially with the amount of money that I have actually spent on this casino! The last few months I’ve had nothing but problems. I honestly think this casino has gone downhill dramatically and us as customers are the ones who are paying for it. I would like to know how I can put in a formal complaint about this because I really am not happy.
Dear kellmcg699,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Žao mi je što nisam ranije odgovorio, izvršio sam povlačenje koje je odbijeno i nisam vratio kredit na moj zoome račun ili bankovni račun. Prošao sam kroz istoriju transakcija i samo 2 od 3 odbijena povlačenja su poslata nazad
Sorry I haven’t responded sooner, I did a withdrawal that was rejected and neither credit back to my zoome account or bank account. I have gone through the transaction history and only 2 of 3 rejected withdrawals were sent back
I da, kontaktirao sam zoome putem e-pošte i ćaskanja uživo i oni odbijaju da mi kreditiraju novac. Kako da podnesem zvaničnu žalbu protiv njih jer sam poslao imejl ACMA-i I OVO JE ŠTA SU REKLI
ACMA je zatražila da se veb lokacija blokira jer je utvrđeno da usluga pruža ili reklamira ilegalne usluge kockanja na mreži ljudima u Australiji.
Obično su ove usluge bile predmet brojnih pritužbi ACMA-i od strane potrošača koji postavljaju pitanja o lošem tretmanu igrača, uključujući uskraćivanje pristupa njihovim dobicima ili sredstvima na njihovim računima. Operateri su dobili priliku da se povuku sa australijskog tržišta i na uredan način zatvore račune klijenata, ali su nastavili da pružaju ove usluge ilegalno.
pa zašto ovaj kazino ima tako visoku stopu!
And yes I have contacted zoome by email and live chat and they are refusing to credit the money to me. How do I make a formal complaint against them because I’ve emailed ACMA AND THIS IS WHAT THEY SAID
The ACMA requested the website be blocked because the service was found to be providing or advertising illegal online gambling services to people in Australia.
Typically, these services have been the subject of numerous complaints to the ACMA from consumers raising issues about poor player treatment including being denied access to their winnings or the funds in their accounts. The operators were given the opportunity to withdraw from the Australian market, and close customer accounts in an orderly way but continued to provide these services illegally.
so why does this casino have such a high rate!
Dear kellmcg699,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Dear kellmcg699,
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.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
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.
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Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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