FAQ

The VIP program is a set of additional benefits for valued customers, offering exclusive and comfortable playing conditions. Unlock even better rewards at each new level. As a VIP player, you will enjoy:

-A personal VIP manager to provide top-level support for an exceptional experience. 
-Increased withdrawal limits: reach the highest level of the VIP program and withdraw without limits.
-Daily deposit insurance, with up to 25% cashback.
-Personal bonuses based on the individual preferences of our VIP players.
-Weekly live cashback of up to 10%.

Additionally, you have a unique opportunity to quickly access the VIP program. Just deposit 1 500 EUR or more within 24 hours and enjoy all the benefits of the VIP program now.

For details about the VIP program, please click the link

You can join the VIP program and enjoy its benefits in two ways.

Standard Method:
To achieve VIP Bronze status, you need to meet two conditions within one quarter:

- Make deposits totaling 6 000 EUR.
- Place bets totaling 60 000 EUR.

Fast Track Method:
All you need to do is make deposits totaling 1 500 EUR within 24 hours. 

If your account is flagged as a duplicate, you can't use bonuses. We have a "one account per person" rule to prevent bonus abuse. Duplicate accounts break our rules, which may lead to bonuses being blocked. 

Yes, we have a referral program! To learn more and claim your bonus, Please contact our support team via chat, email at [email protected], or WhatsApp at +44 7435 594835.

A loyalty program is our way to thank you for playing! It rewards you for your dedication and lets you earn points based on how much you play.

Learn more about our loyalty program: (link) Here’s how it works:

- You can play any slots for real money.
- As you play, you earn CPs (Comp Points).
- Accumulate enough CPs to move up through 10 levels.
- Each time you reach a new level, you get special rewards.

Comp Points are loyalty points awarded when you play slots in real mode. You earn 1 CP for every 20 EUR of placed bets.

It’s a fun way to earn benefits while enjoying your favorite games!

When you get a bonus, your real money and bonus money are mixed together. Your real money is used first, followed by the bonus money. Winnings from the bonus remain in the bonus balance and can only be withdrawn once you’ve met the wagering requirements. Only your deposit is considered real money. 

Usually, it happens instantly. In exceptional cases, the deposit may take up to 24 hours.

Cashback is credited to your account every Thursday at 00:00 UTC. You will have 3 days to use it from the date it is issued.

If you cancel a bonus, any winnings earned from it will be deducted from your balance. A confirmation window will appear before cancellation, informing you of the deduction. You will be asked to confirm this action before proceeding. 

You can also see your bonus balance next to your real balance in your profile, so you’ll know how much will be deducted.

The maximum withdrawal processing time from our side is 24 hours, but most are completed within 3 hours. 

Account verification usually takes up to 24 hours after you submit your documents, often completed even faster.
If the process takes longer than expected, please contact our support team via chat, email at [email protected], or WhatsApp at +44 7435 594835.

Here are the most common reasons for unsuccessful withdrawals:

-The amount exceeds your current balance.
-You entered an incorrect bank account number.
-You have an active bonus that still needs to be wagered.
-The withdrawal amount exceeds the limit for the selected payment method.

We may also request verification at any time, which could delay the withdrawal.
If none of the above mentioned reasons are the issue, try to reload the page or try a different browser. If the issue persists, please contact our support team via chat, email at [email protected], or WhatsApp at +44 7435 594835.

You are not required to verify your account to start playing at the casino. However, the verification process may be requested at any time, and it will be necessary to complete when requested by the relevant department. 

Technically, it is not possible to change the email address in your account. To resolve this, please contact our support team via chat, email [email protected], or WhatsApp +44 7435 594835.

There are two options: we can add the correct email as an additional way to communicate, or you may create a new account with the correct email. However, in accordance with our terms and conditions, the older account must be closed.

You are allowed to create only one personal account. If you accidentally created more than one account, please contact our support team via chat, email [email protected], or WhatsApp +44 7435 594835.

Please make sure to enter accurate information when registering or updating your account. Providing incorrect details could cause problems with verification later. 

Some bonuses give you free spins gradually—a few each day instead of all at once. This approach aligns with the promotion rules.

If you cancel a bonus, any winnings earned from it will be deducted from your balance. A confirmation window will appear to inform you, and you will need to confirm the cancellation before proceeding.

When you get a bonus, your real money and bonus money are mixed together. Your real money is used first, followed by the bonus money. Winnings from the bonus remain in the bonus balance and can only be withdrawn once you’ve met the wagering requirements. Only your deposit is considered real money.

Some games may be restricted while you have an active bonus. To see which games are eligible, you can visit our Bonus Wagering page (link) for a list of games that can be played with an active bonus. 

The Wheel of Fortune is a special promotion where you can win prizes like free spins or cash bonuses. To participate, simply meet the promotion’s requirements, such as making a deposit or entering the correct promo code. After making a deposit, spin the wheel, and your prize will be instantly added to your account. You can find out more details here (link).

When you make a deposit, a promotion window will pop up. In this window, you’ll see options for bonuses or a field to enter a promo code. Simply choose the bonus you want or enter the promo code if you have one. 
Be sure to select the bonus if you don’t have a promo code!

To check your bonus wagering status, go to the 'Profile' section and then to 'Bonuses'. Your wagering progress will be shown next to the bonus.

Cashback is credited to your account every Thursday at 00:00 UTC. You will have 3 days to use it from the date it is issued.

If your account is flagged as a duplicate, you can't use bonuses. We have a "one account per person" rule to prevent bonus abuse. Duplicate accounts break our rules, which may lead to bonuses being blocked. 

Bonuses are not applied automatically. After you deposit, you’ll see the available bonuses. You need to choose the bonus you want to use. Once selected, a green tab will show 'Selected,' meaning the bonus is now applied to your deposit. 

1. Click the "Deposit" button in the top menu.
2. Choose your preferred deposit method and follow the steps provided.
3. Double-check that all details such as deposit method, card number, and currency, are correct.

Usually, it happens instantly. In exceptional cases, the deposit may take up to 24 hours.

Here are some common reasons a deposit may fail:

Incorrect card details: Double-check your card info (name, number, CVV, expiration date).
Session timeout: If the transaction took too long, try again.
Bank restrictions: Some banks block payments to casinos. Use a different method if needed.
3D Authentication failure: Confirm the payment with the code sent by your bank.
E-wallet issue: Ensure no pending approvals in your e-wallet.
Insufficient funds: Check if you have enough funds for the deposit.

If the issue persists, please contact our support team via chat, email [email protected], or WhatsApp +44 7435 594835

The maximum withdrawal processing time from our side is 24 hours, but most are completed within 3 hours.

1.Go to your Profile and click on the "Cashier" tab.
2.Select the "Withdrawal" section and choose your preferred payment method.
3.Enter the required information and ensure the details are correct.

Please note that withdrawals are only available for payment methods that have been used previously for deposits.

Here are the most common reasons for unsuccessful withdrawals:

-The amount exceeds your current balance.
-You entered an incorrect bank account number.
-You have an active bonus that still needs to be wagered.
-The withdrawal amount exceeds the limit for the selected payment method.

We may also request verification at any time, which could delay the withdrawal.
If none of the above mentioned reasons are the issue, try to reload the page or try a different browser. If the issue persists, please contact our support team via chat, email at [email protected], or WhatsApp at +44 7435 594835.

We do not charge any fees for deposits or withdrawals on our platform. Please note, however, that additional charges may apply from your payment provider or bank.

If your cashout request is rejected, follow these steps:

Check your email. You should receive a message from the financial department ([email protected]) with instructions for completing the withdrawal. Be sure to check your Spam folder.
If you still have any questions, please contact our support team via chat, email at [email protected], or WhatsApp at +44 7435 594835.

You are not required to verify your account to start playing at the casino. However, the verification process may be requested at any time, and it will be necessary to complete when requested by the relevant department.

Verification usually takes up to 24 hours after you submit your documents, but it can be faster. If it takes longer, feel free to contact us via chat, email at [email protected], or WhatsApp at +44 7435 594835.

If any issues are found during the review, you will receive an email with instructions on how to correct your documents.
Otherwise, you will receive a confirmation of successful verification.

If you encounter such a problem, we recommend that you log out of your account, clear your browser cache, restart your device and launch the game again. After restarting, the game should become available. 
If you have an unsettled bet, we advise you to wait 24 hours. If you do not receive the winnings, please contact our support team via chat, email [email protected], or WhatsApp +44 7435 594835. 

If you have a technical issue during gameplay:

- Ensure your device is connected via Wi-Fi, 3G, 4G, 5G, or LTE.
- Close unnecessary tabs, as they can overload the browser.
- Make sure the latest updates are installed on your device.
- Reboot your device.
- Disable any browser extensions that may cause problems with the game.
- Clear your browser cache and cookies.
- Try refreshing the page or restarting the game.
- Try using a different browser.
If the issue continues, please contact our support team via chat, email at [email protected], or WhatsApp at +44 7435 594835. Provide details about the problem and, if possible, include a screenshot of the issue. 

Desktop:

To clear your browser cache:

Google Chrome:
Click on the three dots in the top right.
Go to More tools > Clear browsing data.
Select Cached images and files and click Clear data.

Firefox:
Click on the three lines in the top right.
Go to Options > Privacy & Security.
Under Cookies and Site Data, click Clear Data.

Safari:
Go to Safari > Preferences.
Click on Privacy, then Manage Website Data and select Remove All.

Edge:
Click the three dots in the top right.
Go to Settings > Privacy, search, and services.
Under Clear browsing data, click Choose what to clear.

Yes, Zoome operates under an E-gaming license issued by the Curaçao Gaming Control Board (No. OGL/2023/174/0082), ensuring a secure and regulated gaming environment. You can also check all the information about our casino via this link

You must be at least 18 years old to play and meet the legal age in your jurisdiction. It’s your responsibility to follow local laws.

We protect your privacy with encryption technology and strict data protection policies. We keep your personal and financial information safe and only use it for the right reasons, following the rules. Your privacy is our priority.