Zooma Casino: Platinum status removed and bonuses withheld
Complaint from mindi1 to Zooma Casino dated 8/3/26
Greetings. Last time we found common ground with my previous complaint, and I hope the same happens this time.
Briefly about the problem, the activity is pretty much the same, steadily from 300-400k rubles a month to 1-1.5 million rubles
Losses; wins = roughly always down every month or close to it
They gave me an invitation to the VIP club back in June (on the 14th). They gave bonuses 2-3 times and then that was it, no matter how much I lost, NOTHING.
I do not understand the point of the VIP status, the trips for “VIPs” are in fact for everyone if you share the link, there are no privileges of any kind, yesterday I blew about 300k in one go, with no withdrawals, no plus
just 300k, last month I was down about 27k (with deposits over 400k)
No bonuses for activity, there was Platinum which, according to them, was valid until July 20, but it disappeared exactly on August 1 after I wrote in chat and asked for the no-deposit bonus due to me by Platinum status …
So:
1) They removed the Platinum status so they would not have to pay the bonus (from the outside it looks that way, but I want to hear an official answer)
Then on August 1 I wrote to the Zoom chat –
And of course that means they have the right not to give me anything) and I keep reminding them every month it is hundreds of thousands of rubles in deposits, not 10-20k, and I am asking for a bonus worth HUNDREDS and MILLIONS of rubles !
2) They do not give the bonuses they claim – I did not earn a bonus for last month – then give one for the new month, especially since losing almost 300k in a day makes that possible.
I am waiting for a dialogue with the casino)
Discussion process (14)
Complaint statistics against Zooma Casino
Claims against Zooma Casino
Publication details
| Parameters | Posted on our site |
|---|---|
| Date added | August 3, 2026 at 6:19 PM |
| Last revision | August 5, 2026 at 6:02 PM |
| Views | 345 |
Complaint Author
| Parameters | Zooma Casino complaint prepared and published |
|---|---|
| Published by |
4LUCK
Publisher
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| Complaint Author |
mindi1
[email protected]
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| Fact-checked |
VyacheslavLenin
Complaint Specialist |
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The complaint has been sent to the casino
Hello! Thanks for reaching out.
The VIP Telegram channel was created primarily so that players who meet the conditions for being in it can submit their requests regarding personal bonuses there. This helps reduce the load on the support team on the website and improve the efficiency of communication with active players.
The PLATINUM account status is dynamic, and according to the conditions for obtaining it, over the course of a calendar month the total amount of deposits on your account must be at least 1,000,000 rubles. The last time you received PLATINUM status was on June 20, and it was valid for 30 days until July 20. Since the total amount of deposits in July on the account is significantly lower than required, the PLATINUM account status was not extended.
Within the framework of current gaming activity, unfortunately, we can only offer general bonuses, such as cashback and free spins, which you have already received.
Best regards, ZOOMA!
Dear Zuma!
1) If the platinum status was there until July 20 (you saw the screenshots from the previous complaint on another forum), how did my platinum status disappear right after I contacted support on August 1?
2) What activity are you talking about? Every casino has rules for supporting players, a losing month/week. Here we’re talking about hundreds of thousands lost per month, not 5-10k, and my “overblown bonus demands.” Yesterday I lost 300k, there were almost no other withdrawals, it was a large deposit, so what kind of support did you offer me? Last month I lost 27k total, sure, but at one point I was down 100 and 200k before I got it back. Zero gifts.
What’s the point of a VIP program if it’s not transparent? I can lose 2 million or 3, like in January this year (with you), and you’ll only give me cashback, and that’s it?
P.S. I’m curious how the status didn’t disappear on the 20th. If it didn’t disappear, then on the 1st, when it was there, I was worthy of the bonus, and in fact you took it away from me. We’re not talking about pennies like 20-30k, I’m not greedy, I deposited 300k on the second, but this is very ugly. Your tech problems, and I’m the one suffering
According to our data, the PLATINUM status was active on your account until July 20 – this was confirmed to you by a specialist in the VIP channel chat (you provided the screenshot).
As we mentioned earlier, the PLATINUM status is dynamic and requires monthly maintenance through deposits of 1,000,000 rubles or more. For July, the total amount of your deposits is significantly lower (you can check the transaction history yourself and recalculate the amount), so at the moment the conditions for keeping the PLATINUM status are not met.
As for the loyalty program, it is strictly regulated, and within the current gaming activity we can offer cashback and free spins, which you have already successfully received. Personal bonuses are provided only for players with PLATINUM and DIAMOND statuses (we are attaching a screenshot from the rules), and unfortunately, your account does not fall into this category at the moment.
Regards, ZOOMA!
The only problem is that it was showing for me until August 1 – otherwise I would not have written in the VIP players’ chat:
Have I ever lied to you even once? Seems like no, what would be the point of me writing like an i****t when I can see the platinum badge?
Then after I contacted the chat, it just disappeared – which I wrote about right away later – you told me to write on the 3rd, and on the 2nd I lose 300k = on the 3rd there is nothing for me 😀
Nice, huh?
Once again, we would like to separately note that, according to our data, the PLATINUM account status on your account was available until July 20, since it is valid for 30 days from the moment it is received. After that, it was not extended, since the conditions for that were not met (the required deposit amount within the month is missing).
In this case, unfortunately, personal bonuses are not provided for your account. Thank you for your understanding.
Best regards, ZOOMA!
You can claim whatever you want, that is why we are here too, because this is a place for discussion.
1) Why was it showing for me? Well, in your opinion it looks like I lost my mind and just decided to cash in on a “free” bonus, and then also deposited 300k the next day and blew it all in slots to make sure, right?
2) I was writing in the VIP chat all this time only because I saw the platinum status, yes, you are right, the deposit amount, but if we remember, the status does not always disappear exactly after 30 days, check the chat history with your support team, they answer – we do not know, it will disappear when it disappears
whether it was a visual bug or something else does not really interest me, because I cannot affect it in any way, since it is your site.
I would also like to add one more proof point there too (there is a video with the chat history)
On 28.07.2026 I wrote in the chat (already after your words about the loss of Platinum status) a question related to withdrawals, because your “instant withdrawal” got sent back for review again or something like that :
Then, thanks to Platinum status, I also signed up for the tournament for free :
We can keep playing the game “you had Platinum until July 20” and I will keep pulling proof from the chat history or from somewhere else that I saw the Platinum status
And frankly, I wrote to support – “Platinum Status” – why, if it already “wasn’t there”, didn’t your agent correct me? Most likely because it was there, and there was nothing to correct )
Hello! As we noted earlier, according to our data, the PLATINUM account status was available on your account until July 20, since it was received on June 20 and is valid for 30 days. We do not need to confirm its absence, since you did not meet the requirements for maintaining it and, as a result, the status was not extended.
Free tournament registration is available both with PLATINUM status and with VIP status, which is permanent and is currently assigned to your account. As for the support specialist who did not correct your statement about having PLATINUM status, please note that your question was about checking the payout, and the specialist was providing information about exactly that.
We would like to emphasize that you are a valuable player in our project, but your demands for a personal bonus are currently unfounded, since all of our obligations in providing available bonuses have been fulfilled. Thank you for your understanding.
Regards, ZOOMA!
2. Your support team doesn’t read between the lines, and in any casino it always works like this: if a person is “making things up”, they tell him, like, “Dear, you either have it or you don’t.”
3) I didn’t know about that, because I always had to pay to sign up for VIP – okay
4) A valuable player who loses and deposits hundreds of thousands of rubles a month, but did not “earn” a bonus and had Platinum showing, most likely because of a UI bug, understand that this is not about begging. Look, yesterday I went from 3k to 20k and blew it all completely calmly, a 10-20-40k bonus won’t make things any better for me, it’s about honesty, the casino always has all the cards. For example, look at my complaint about 1win, deposited over 5 million, asked for a bonus = got banned for “fraud”) good thing you’re not doing that yet. And aside from figuring out who is right and who is to blame, the player has no way out here, let’s wait for the moderator to settle this for us.
Good afternoon! On your side, no evidence was provided that at this point in time your account status should be – PLATINUM.
As for us, we are not required to confirm its absence, since the status is dynamic and must be maintained monthly through deposits, which, unfortunately, were insufficient in July. This is easily confirmed by a screenshot of your top-ups.
It is a pity, but with the current gaming activity, we can only offer general bonuses, such as monthly cashback and free spins. In this case, we have nothing more to add. Thank you for your understanding.
Regards, ZOOMA!
Hello – above I explained the point specifically about receiving the bonus, the fact that I do not have it now does not bother me.
I was talking about August 1, and at that time it was there – and it had been there before too – which I even wrote about in the chat and attached screenshots, and it turned out that it “disappeared” exactly at the moment I requested the bonus – no more, no less.
Despite your “impenetrability” I keep depositing tens of thousands of rubles even now ) which probably once again proves that this is not about begging.
The mention of the PLATINUM status in a chat with support by itself is not proof that this status was actually present on your account after July 20. We rely on objective data, such as the amount of deposits and the dates when the status was granted/ended, rather than verbal or written mentions during the conversation, whether from you or from our specialists.
If the support specialist did not clarify or dispute your mention of the status in the context of another question, that does not prove the status existed. It only means that a clarifying question was not asked, since it was not related to the topic of the inquiry.
We never mentioned “begging” and did not assess your intentions. That wording came solely from your side.
Since the discussion within this topic is indeed becoming cyclical, we suggest waiting for the forum moderator’s decision.
Respectfully, ZOOMA!
Hello, almost a week has passed, if possible, I’d like some feedback. So I can understand who is right and who isn’t