Dragi Casino Guru timu,
Obraćam se za pomoć u vezi sa problemom na koji sam naišao u Zoome Casino-u. 6. marta 2025. primetio sam da mi je račun blokiran nakon pokušaja da podignem 1.800 €, što je bio limitirani iznos mog dobitka (prvobitno preko 5.000 €, ali su oni postavili ograničenje). Već sam završio njihov KIC proces, otpremajući sve potrebne dokumente, uključujući dokaz o mojoj onlajn kartici, tako da sam bio zbunjen i frustriran kada je moje povlačenje otkazano i moj nalog onemogućen.
Poslao sam e-poštu Zoome-u u 13:16 tog dana pitajući zašto je moj nalog blokiran. Odgovorili su u 14:08, navodeći da je to zbog kršenja njihovih odredbi i uslova iz odeljka 10 (Politika borbe protiv prevara), ali nisu precizirali šta sam navodno pogrešio. Odgovorio sam u 14:35, ističući da sam pošteno osvojio novac i pitajući se zašto mi zadržavaju 1.800 evra. U njihovom sledećem odgovoru u 15:40 navodi se moguća kršenja – poput dosluha, više naloga ili lažnih aktivnosti – ali opet nisu dali dokaze ili detalje o mom slučaju. Više puta sam tražio pojašnjenje i moj novac, ali su se držali nejasnih odgovora i nisu mi platili.
Evo rezimea onoga što se dogodilo:
Osvojio sam preko 5.000 evra, što je Zoome ograničilo na 1.800 evra.
Tražio sam povlačenje 1.800 €, ali je poništeno.
Moj nalog je tada blokiran, pozivajući se na „Odeljak 10", bez navođenja konkretnog razloga.
Ispoštovao sam sve KIC zahteve, ali moja sredstva ostaju neisplaćena.
Imao sam sledeću e-poruku sa Zoome-om:
Pošaljite imejl 1 (S***** G***** za Zoome podršku):
4. mart 2025, 09:49
Poštovana podrška,
Moj stvarni saldo je bio oko 5200 € koje sam osvojio, a nakon završetka klađenja, ograničen sam na 1800 €. Ovo nije tačno. Pročitao sam vaše uslove, i maksimalni iznos koji imate je €10,000 maksimalni dobitak. Molim vas, možete li ovo proveriti i ažurirati moj bilans u skladu sa tim?
Shauna
Email 2 (Zoome podrška za S*****):
4. mart 2025, 11:25
Zdravo S*****,
Hvala vam što ste nam se obratili. Zaista cenimo što ste nam skrenuli pažnju na ovo pitanje i veoma nam je žao zbog situacije na koju ste naišli.
Pošaljite imejl 3 (S***** G***** za Zoome podršku):
4. mart 2025. u 12:07 časova
zdravo ponovo,
Ovo nije tačno. Molimo pogledajte moj priloženi snimak ekrana koji navodi maksimalnu pobedu od 10.000 evra i URL je Irska, a ne Nemačka.
E-pošta 4 (Zoome podrška za S*****):
4. mart 2025, 13:43
Zdravo S*****,
Nadamo se da ste dobro! Hvala vam što ste nam se obratili i potpuno razumemo koliko ova situacija može biti frustrirajuća. Želeli bismo da…
Pošaljite imejl 5 (S***** G***** za Zoome podršku):
4. mart 2025, 14:53
Draga Zoome korisnička podrška,
Hvala vam na odgovoru, ali i dalje sam zbunjen i zabrinut zbog kontradiktornosti vaših uslova i rukovanja mojim bonusom.
E-pošta 6 (Zoome podrška za S*****):
4. mart 2025. u 17.50 časova
Zdravo S*****,
Iskreno se izvinjavamo zbog neprijatnosti koje je ovo moglo prouzrokovati. Potpuno razumemo vašu frustraciju i žaljenje što se ovo pitanje pojavilo.
Nažalost, naš tim nije ažurirao opise bonusa u našim Uslovima i odredbama po potrebi i duboko žalimo zbog ovog propusta. Budite sigurni da smo priznali ovu grešku i da aktivno radimo na ispravljanju informacija kako bismo pružili jasnoću i transparentnost za sve naše cenjene klijente.
U ovom trenutku, želimo da pojasnimo da je maksimalni dobitak za bilo koji bonus €1,500. Posvećeni smo tome da svi uslovi bonusa budu tačni i jasno navedeni u našoj dokumentaciji. Vaše razumevanje i strpljenje tokom ovog procesa su veoma cenjeni i činimo sve što možemo da brzo rešimo problem.
Uprkos ovoj razmeni, Zoome je nastavio da zadržava moj dobitak, a moj nalog je i dalje blokiran. Čini mi se kao da nepravedno zadržavaju mojih 1.800 evra, a nisam siguran koje korake mogu sledeće da preduzmem.
Cenio bih svaku pomoć koju možete da mi pružite u istraživanju ovog problema i da mi pomognete da povratim svojih 1800 €. Mogu da pružim snimke ekrana e-poruka i bilo koji drugi dokaz ako je potrebno - samo mi javite šta vam je potrebno.
Hvala vam na pomoći!
S poštovanjem,
S*****
Dear Casino Guru Team,
I’m reaching out for help with an issue I’ve encountered with Zoome Casino. On March 6, 2025, I noticed my account was blocked after attempting to withdraw €1,800, which was the capped amount of my winnings (originally over €5,000, but they imposed a cap). I had already completed their KYC process, uploading all required documents, including proof of my online card, so I was confused and frustrated when my withdrawal was canceled and my account disabled.
I emailed Zoome at 1:16 PM that day asking why my account was blocked. They responded at 2:08 PM, stating it was due to a violation of their Terms and Conditions under Section 10 (Anti-Fraud Policy), but they didn’t specify what I supposedly did wrong. I replied at 2:35 PM, pointing out that I won the money fairly and questioning why they’re withholding my €1,800. Their next response at 3:40 PM listed possible violations—like collusion, multiple accounts, or fraudulent activity—but again provided no evidence or details about my case. I’ve asked repeatedly for clarification and my money, but they’ve stuck to vague replies and haven’t paid me.
Here’s a summary of what happened:
I won over €5,000, which Zoome capped at €1,800.
I requested a withdrawal of the €1,800, but it was canceled.
My account was then blocked, citing "Section 10," with no specific reason given.
I’ve complied with all KYC requirements, yet my funds remain unpaid.
I’ve had the following email correspondence with Zoome:
Email 1 (S***** G***** to Zoome Support):
March 4, 2025, 9:49 AM
Dear Support,
My actual balance was around €5200 that I won, and after completing the wagering, I got capped at €1800. This is not correct. I have read your terms, and the cap you have is €10,000 max win. Please can you check this and update my balance accordingly?
Shauna
Email 2 (Zoome Support to S*****):
March 4, 2025, 11:25 AM
Hello S*****,
Thank you for reaching out to us. We truly appreciate you bringing this matter to our attention, and we're very sorry for the situation you've encountered.
Email 3 (S***** G***** to Zoome Support):
March 4, 2025, 12:07 PM
Hi again,
This is not correct. Please refer to my attached screenshot which states max win €10,000 and the URL is Ireland, not Germany.
Email 4 (Zoome Support to S*****):
March 4, 2025, 1:43 PM
Hello S*****,
We hope you are doing well! Thank you for reaching out to us, and we completely understand how frustrating this situation can be. We would like to…
Email 5 (S***** G***** to Zoome Support):
March 4, 2025, 2:53 PM
Dear Zoome Customer Support,
Thank you for your response, but I’m still confused and concerned about the contradiction in your terms and the handling of my bonus.
Email 6 (Zoome Support to S*****):
March 4, 2025, 5:50 PM
Hello S*****,
We sincerely apologize for any inconvenience this may have caused. We completely understand your frustration and regret that this issue has arisen.
Unfortunately, our team did not update the bonus descriptions in our Terms and Conditions as needed, and we deeply regret this oversight. Rest assured that we have acknowledged this mistake and are actively working to correct the information to provide clarity and transparency for all our valued customers.
At this time, we would like to clarify that the maximum win for any bonuses is €1,500. We are committed to ensuring that all bonus terms are accurate and clearly communicated in our documentation. Your understanding and patience during this process are greatly appreciated, and we are doing everything we can to resolve the issue swiftly.
Despite this exchange, Zoome has continued to withhold my winnings, and my account remains blocked. This feels like they are unfairly withholding my €1,800, and I am unsure what steps I can take next.
I would appreciate any assistance you can provide in investigating this issue and helping me recover my €1,800. I can provide screenshots of the emails and any other evidence if needed—just let me know what you require.
Thank you for your help!
Sincerely,
S*****
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