Zoome Casino - El jugador afirma que el pago se ha retrasado.

I am extremely dissatisfied with the way my case is being handled. My withdrawal was cancelled without any comprehensible reason, even though my account was successfully verified several years ago and I have received multiple withdrawals without any problems since then.

It is particularly incomprehensible that I am now being asked to verify my identity again. Despite my cooperation and the resubmission of all requested documents, they are being rejected even though they are valid, current, and complete. No plausible explanation for the rejection has yet been provided.

I find this procedure opaque and customer-unfriendly. It gives the impression that the disbursement of my funds is being unnecessarily delayed.

Ich bin äußerst unzufrieden mit der Art und Weise, wie mein Fall behandelt wird. Meine Auszahlung wurde ohne nachvollziehbaren Grund storniert, obwohl mein Konto bereits vor mehreren Jahren erfolgreich verifiziert wurde und ich seitdem mehrfach Auszahlungen ohne Probleme erhalten habe.

Besonders unverständlich ist, dass ich nun erneut zur Verifizierung aufgefordert werde. Trotz meiner Kooperation und der erneuten Einreichung aller angeforderten Dokumente werden diese abgelehnt, obwohl sie gültig, aktuell und vollständig sind. Eine nachvollziehbare Begründung für die Ablehnung wurde mir bisher nicht gegeben.

Dieses Vorgehen empfinde ich als intransparent und kundenunfreundlich. Es entsteht der Eindruck, dass die Auszahlung meiner Gelder unnötig verzögert wird.

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Dear Nazar88,

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

Dear Nazar88,

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 Nazar88,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru