Springbok Casino - Player complains that he didn’t receive bonus.

Dear Leon1948,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that you haven't received the advertised bonus. What was the exact reason why a promotional offer couldn’t have been applied to your account?

Could you please forward your bonus history to petronela.k@casino.guru?

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Thank you very much, Leon1948, for your email. I have checked your bonus history thoroughly. Do I understand correctly that your bonus privilege was revoked after you redeemed several promotional offers in the past?

Dear Leon1948,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

"Hi, my apologies for not responding, my cell phone was in for repairs and only got it back today."

Dear Leon1948,

Thank you very much for getting back to us. Could you please check my first reply and try to assist? Looking forward to hearing from you.

Hi, yes my privileges were definitely revoked after making payments as well. kind regards

Dear Leon1948,

After checking your account, we would like to clarify why your payout was voided:

• On the 4th of July, you deposited R25
• On the same day, you have redeemed a free bonus of R250.00 on top of your positive balance of R25.28.

Redeeming a free bonus on top of a positive balance is not allowed as per our Terms and Conditions:

A promotion cannot be used in conjunction with any other promotional offer or existing account balance. If you happen to redeem bonuses on top of an existing playable balance, any winnings will be voided and original deposit reimbursed in your account.

For the reason above, your winnings have been voided, and your deposit of R 25.00 credited back to your casino account.

Please note that you agreed to the casino T&C at the moment of the account registration.

Best regards,

Springbok Casino Affiliate Team

1) i only had 28 c in my account

2)i applied for the R250 bonus

3) i were told to first make a deposit before i will get the 250 bonus

4)i then deposited 25 rand which was min requirement.

5) i were given the 250 bonus which brought my account to 275rand

6)i were then notified that i must first play

through R15000 before i can accumulate

payout of R1250

7)i took it up to 18000 rand value and requested the R1250 payout.

8) they refused payment on the grounds that i had money in my account.

9) the money in my account was the money

they tolde to put inR25.

10) i were never told that i could not claim

until i claimed.

i have played this before. 

Is this the correct timeline of the events?

It says that you have placed a deposit of R25 and afterwards, redeemed the JUL22 promotion, just as described by the casino. Would you agree?

For the last time,i were told to make the deposited to qualify for the bonus of 250.

if they took my money knowingly that i dont qualify then they acted fraudulently

as they know i cannot get 25 rand repayed

by them.

if they do the same to a lot of people they

will fraudulently make a lot of money as

most people will not claim back the 25 rand.

i thing they need to be investigated

for fraud

Could you please advise how much was your active balance when you placed a deposit of R25?

Hi ,my balance was R0,28 .To little to play with and to little to pay out. 

Regards

leon

Here is proof.

Thank you very much, Leon1948, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Leon1948.

I am sorry to hear about your troubles.

Dear casino representative, could you please check the information Leon1948 wrote above?

From the screenshots from him, it is clear that he deposited 25rands on 7/4/2022 at 4:59 AM and 10 minutes after that, he activated the bonus.

Dear Leon1948,

It seems that there is a misunderstanding regarding the use of bonuses. Please note that you can always match your deposit with a deposit coupon. Never with a free bonus.

What happened here is that the coupon JUL22 is a free bonus, a reward for all those players who have deposited and were not lucky! It is not allowed to mix deposits with free bonuses as each bonus's parameters differ. For instance, if you use only your plain deposit, you just need to wager it only once; there are no limits on withdrawals and no max—bet rule. If you match your deposit, you don't have limits on withdrawals, you have to wager it 30 times, and there is a max bet rule.

If you use a free bonus, there is always max cash out, a wager of 60 times, and a max bet rule.

We rejected your payout and put the R25 back into your account. You can match this deposit with a deposit bonus and try your luck again.

We could not find in our chat history any advice that you should use your deposit with the coupon JUL22.

Best Reagrds,

Springbok Casino

I did not mix deposits with free bonus your promo that I have played on previous occasions is 25 rand deposit for 250 rand play. You can only qualify for Free R250

if you deposit min R25. That is exactly what I did previously. Springbok activated the bonuses not me, springbok let me do the play through. Springbok acknowledged that I achieved the play through. Springbok Let me go through the process of payout. Springbok took my money not counting on me reaching the play through. Why did springbok not disallow play through from start . So it looks as if springbok is trying to be crooked and fraudulent.

Here is why: Only springbok can activate Bonuses and payout right or wrong?

Only springbok can activate for me to play through 15000 , right or wrong ? Only springbok can acknowledge pay out and play through . right or wrong? why did springbok take my money and activate the bonus I can understand if you said I could not redeem coupon right in the beginning but you did not so that is fraud plain and simple I have no control over how you run your casino.

Dear Leon1948,

We understand your frustration.

Unfortunately, there is nothing else we can do. We can see that you deposited R25 on the 4th of July, and 10 minutes later, the coupon code was redeemed. The coupon won't redeem automatically, and we could not find any interaction with our Customer Support on that day. You only contacted them on the 10th, asking for the amount that can be cashed out.

We must admit that our support agent did not provide you with the correct information, as she/he should have noticed by that time that you were using a deposit together with a free bonus. Our apologies for that.

Once more, you can use your deposit with a match bonus and try your luck again.

Best regards,

Springbok Casino

Dear Leon1948 and casino representative.

In this case, it is important why Leon1948 made this R25 deposit before he activated the bonus.

He wrote he was told to make this deposit. Leon1948, could you please tell me who and when told you that you need first to deposit to claim the free bonus?

Dear casino representative, it is evident in this case that Leon1948's intention was not to defraud the casino. All this happened because he was misled or got the wrong information. So please consider also this. Don't you think he deserves the winnings? (if he followed the bonus rules while he was playing with the R275)

Dear Matej,

We are being fair to Leon1948. He did not uphold the casino T&C. Therefore, the winnings were confiscated; however, we credited his deposit back into his account, which can be played as he wishes.

Moreover, We could not find any interactions with the player where we could state that he was told the wrong information regarding the bonus. He has one interaction on the 9th of June and the second one month after.

One regarding bonuses, you can find it attached, and the second one regarding payout.

Thank you very much for the information.

Dear Leon1948, are you satisfied with the solution?

Definition of Fraud- wrongful or criminal deception intended to result in financial or personal gain.

It is plain and simple: If you admit to your terms and co conditions, then SPRINGBOK Casino Is a FRAUDULENT casino, a casino who accepts your deposit but REFUSES TO PAY OUT even if THEIR TERMS OF PLAYTHROUGH BONUS has been met.

I CAN NOT ACTIVITATE OR HAVE NO CONTROL OVER YOUR SYSTEM!!!!! YOUR SYTEM ALLOWED ME TO PLAY.

BUT BEING A FRAUDULENT CASINO, you did COUNT ON ME ACHIEVING IT.

SO YOU TAKE DEPOSITS WITH EASE.

ITS CASINO'S LIKE SPRINGBOK CASINO WHO GIVE ALL OTHER CASINOS A BAD NAME.

DONT TRY AND BE CLEVER YOU SAY

that i dont get the the bonus automatically

how did i get it?

how did i get the play through of 15000 and how did i achieve the play through then suddenly there is a problem.

Do you think that i hacked into your system???

WHY DONT YOU ANSWER MY QUESTIONS

IN MY PREVIOUS LETTER.

crooks have a way of talking and lying in circles to get out of their responsibilities.

This is a poor show.

Dear Leon1948,

We are very sorry to see that you are not satisfied with our explanation. As clarified before, you did not uphold the casino T&C., Which you agreed upon your account registration!

The payout has been voided, your deposit is put back into your casino account, and you can try your luck again.

Please note that the decision won't be reverted.

Best regards,

Springbok Casino Affiliate Team

Dear Leon1948.

As you can see here in Springbok Casino, the players are activating the coupons themselves:

The casino also showed evidence that nobody from a live chat gave you instructions to make a deposit.

In this situation, I believe that the casino acted correctly.

this is my last letter. i want to thank Guru

for their assistance and i am sure they can see who we are dealing with.CROOCKS

i had a few cents in my account ,made deposit,apply for bonus,were given R250

had to play through 15000 ,did 18000

and payout stopped after i played through.

i will put this story on face book and my friends on their face book aswell as all other available media such as tik tok

and where posible on all reviews

with other casinos. people need to know who the crooks in the trade are. i will do this at least once per month for the next year.

finally i am reporting it to the gambling board.

Dear Leon1948, 

I understand your frustration, but as I wrote and showed on the screenshots, you cannot blame the casino for the situation.

Yes, I agree that many things could be done better to avoid such situations completely, but the facts are that you breached the terms, and the casino returned your deposits. 

Because of that, we are rejecting this complaint.