The player from Australia requested account closure and deposit restriction but was repeatedly refused by the casino. He expressed frustration with the chat staff's response, describing it as gross misconduct. The Complaints Team was unable to proceed with the investigation or provide solutions due to the player's lack of response to inquiries and reminders. Consequently, the complaint was closed for the moment, but the player retained the option to reopen it in the future.
Zoome Casino - Player's account closure request is denied.
Amount: A$200
Zoome Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
My problem is this site is my just focussed on money. I asked 30 times to have the account closed. They have refused. I have asked to block deposits and they refuse. Their chat staff are silly fools. It's gross misconduct
Public
PR Assistant
Public
2 months ago
Hello Cappy007,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
Thank you very much in advance for your reply.
Best regards,
Nick
Public
PR Assistant
Public
2 months ago
Dear Cappy007,
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.
Public
PR Assistant
Public
1 month ago
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,
Nick
www.kpvfaw.com
