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Hello, I've been trying to withdraw 80 euros for days, and I'm told that on their side it has already been approved but it's in pending status...nobody gives me any concrete answer if they're going to pay or not.

Olá estou a dias a tentar proceder ao levantamento de 80 euros ,e é me dito que do lado deles já foi aprovado mas o mesmo está em estado pending ...ninguém me dá nenhuma resposta concreta se vão pagar ou não .

Hello Avasantos,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Zoome Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Good afternoon, regarding the verification, I already sent the documents on the 20th and it was not validated., when I question, they don't say anything about it, they just tell me that the payment has already been processed, and is pending due to the bank, I always say that the withdrawal is through skrill there is no time for approval, then they say it's a technical problem, I have to wait... it's been 7 days and nothing.

Boa tarde ,em relação a verificao ,já enviei os documentos dia 20 e não foi validado .,quando questiono não dizem nada a cerca disso ,apenas me dizem que o pagamento já foi processado ,e está pendente devido ao banco ,digo sempre que o saque è através de skrill não tem tempo de aprovação ,depois dizem que è problema técnico ,que tenho de aguardar ...já lá vão 7 dias e nada .

Dear Avasantos,

As the recommended 2 weeks have just passed, could you please advise if there is any update in the case?

Good afternoon, still no answer, no account validation anything, by mail they don't answer me, by chat they say to wait longer.

Boa tarde ainda sem resposta ,sem validação de conta nada ,por mail não me respondem ,pelo chat dizem para aguardar mais .

Thank you Avasantos for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Avasantos

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Zoome Casino to join the conversation.

Dear Zoome Casino,

Can you please provide some information regarding the long delay of the player's withdrawal?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

It's sad a situation like this, if it was a high value I would even understand, but 80 euros .... I continue to send emails and they answer me whenever the problem is being dealt with, but they never told me what it was, I think not even they know...very bad indeed, i thought i was playing in an honest casino because i belong to dama nv, but i think this 2 is a world apart.

È triste uma situação destas ,se fosse um valor elevado eu até percebia ,mas 80 euros .... Continuo a mandar e-mails e respondem me sempre que o problema está a ser tratado ,mas nunca me disseram qual era ,acho que nem eles sabem ...muito mau mesmo ,confiei a pensar que estava a jogar num casino honesto por ser da dama n.v,mas acho que este 2 è um mundo a parte .

Dear Anderson Valadas,

We completely understand your disappointment and would like to apologize for the delay with withdrawal processing. We are aware of this problem and do our best to resolve it as soon as possible.

Zoome would like to let you know that we have forwarded this transaction to our payment department and are monitoring it. But unfortunately, we cannot speed up the transfer process or cancel this transaction in any way since the funds have already been sent from our side. So we must wait until the transaction reaches the final status.

We are confident that the situation will be resolved soon. And while waiting, a small comforting gift awaits you on the platform.

Best wishes,

The Zoome team

Dear Avasantos

As per Zoome Casino response, please allow a bit more time for the transaction to be processed and let us know when you receive the funds.

Best regards

Michal

Yes I will wait, although I believe I will not receive the money, too many days on the same thing in pending status and they do nothing, my account is not even validated since the 20th of last month, it just means that things don't work as should .

Sim vou aguardar ,apesar de acreditar que não vou receber o dinheiro ,demasiados dias na mesma coisa em estado pendente e não fazem nada,nem validada a minha conta está desde o dia 20 do mês passado ,só quer dizer que as coisas não funcionam como deviam .

Good afternoon I received an email saying that the withdrawal was cancelled, the money returned to the account, and I proceeded with the withdrawal again.

Boa tarde recebi um e-mail a dizer que o levantamento foi cancelado ,o dinheiro voltou para a conta ,e procedi novamente o levantamento .

Dear casino guru, I finally received the money, thank you very much for everything

Caro casino guru ,finalmente recebi o dinheiro ,muito obrigado por tudo

Great news, Avasantos. As the complainant confirmed that he received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

Best regards,

Michal