Zoome Casino - El jugador solicita un reembolso después de que el casino aceptara depósitos estando autoexcluido.

Subject: Refund request – Zoome Casino accepted deposits despite gambling addiction and self-exclusion

Dear Casino Guru Complaint Team,

I am asking for your assistance regarding a dispute with Zoome Casino (Novatrix SRL).

I am a resident of Germany and suffer from gambling addiction. Before the events described below, I had already activated a voluntary self-exclusion through the German OASIS system because of my gambling addiction.

On 6 and 7 July 2026, Zoome Casino accepted numerous deposits from me within a very short period. The total amount deposited was EUR 1,610.

After realizing the extent of my gambling behaviour, I immediately contacted Zoome Casino, explained that I suffer from gambling addiction, informed them about my active OASIS self-exclusion and requested a refund.

Zoome Casino rejected my request. Their response was that they operate under an international licence and are therefore not subject to the German OASIS system. They refused to reconsider my case despite the evidence I provided.

I have already submitted formal complaints to:

Tobique Gaming Commission (licensing authority)

Rapyd (payment processor)

I respectfully ask Casino Guru to review this case and assist in reaching a fair resolution.

I can provide:

Proof of my OASIS self-exclusion

Deposit history showing deposits of EUR 1,610

Email correspondence with Zoome Casino

Screenshot of the casino licence

Complaint dossier submitted to the licensing authority

Thank you very much for your assistance.

Kind regards,

[Redacted]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

It is important to clarify a key aspect of this case: Zoome Casino operates without a German license and is not regulated under the German gambling authority. This means the casino is not part of the OASIS self-exclusion system and is not legally required to perform OASIS checks or enforce exclusions registered within Germany.

The OASIS system applies strictly to operators licensed in Germany. Since Zoome Casino operates without a license, these protections do not extend to their platform.

While we fully acknowledge the seriousness of your situation and your mention of gambling addiction, from a regulatory standpoint, the casino did not breach any obligations related to OASIS, as they are not bound by German regulations.

For this reason, we are unable to support a refund request based on the failure to enforce the OASIS exclusion.

However, you also mentioned that you mentioned to the casino that you are a gambling addict.

• Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at attila.g@casino.guru.
• Did you make any deposits into this casino after you stated that you were addicted to gambling and requested account closure?

Thank you in advance for your cooperation.

Best regards,

Attila

Dear Oki86,

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.

Hello Oki86,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the provided information. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

If you have any correspondence indicating that you informed the casino of your gambling problems, which they failed to acknowledge, please share it with me. Additionally, could you please confirm whether you still have access to your account?

Thank you for your understanding.

I look forward to your reply.

Dear Oki86,

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,
Attila
Casino.Guru