Zoome Casino - El jugador se enfrenta a un retraso en el reembolso y a una mala comunicación.

I want to share my experience with Zoome so others can make an informed decision.

I requested a refund and have spent days trying to get a clear answer about where my money is. During this time, I have received multiple conflicting explanations from customer support.

First, I was told that my refund had already been processed and that I simply needed to wait for my payment provider. Later, I was informed that this information was incorrect and that the refund had not actually been processed. Since then, I’ve received repeated emails saying my case is being reviewed, that it is with the "relevant department," that it is a priority, and now that there is an unspecified step preventing the transfer from being completed. Despite all of these updates, I still haven’t been given a clear explanation of the issue or a timeframe for when my refund will be sent.

My biggest concern isn’t just the delay—it’s the inconsistent information. If I had been told the truth from the beginning, I would have been frustrated but understanding. Instead, I feel I’ve been given different explanations each time I ask for an update, making it impossible to know what is actually happening.

I’ve kept copies of all the emails documenting these conflicting responses and have now escalated the matter to the appropriate consumer protection and regulatory authorities for review.

I’m sharing this because I believe customers deserve accurate, transparent communication, especially when their money is involved. I hope Zoome resolves this matter promptly and improves the way it communicates with customers experiencing refund delays.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify the circumstances of your refund request? Why are you requesting a refund from this casino? Are you requesting a refund of deposits that were lost during gameplay, or a refund of funds that were deposited but have not been used for gameplay?
• Have you passed the full KYC verification, or at least submitted any identity documents for verification?

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

Best regards,

Veronika

Dear Katie12349876,

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,
Veronika
Casino.Guru