Springbok Casino - Player complains that she didn’t win anything.

I have been playing there by springbok casino for about five months. I have used many deposit coupons and every one of them were a absolute nightmare. The games never turned in my favour. Even deposits without coupons were not successful. I used there cashback bonuses tried different games as regular as I would at other casinos such as jackpotcash and silversands which offer the same games. I have been playing online over 3 years at those casinos and have been very successful. I have made over 130 deposits amounting to over R14000. After many complaints about it they kept saying I'm unlucky. I get a feature or free spin during my game play and it will always pay below average. I feel that the casino has control over the outcome of each deposit. I feel robbed unfairly as it was not about LUCK or random generators. Please help me out by doing something please as I have 6 friends who also have had the same experiences.

Dear Tracy,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

Thaks I have eventually got a win R7000. Strange how this happened after I told them that I'm having my account investigated. However I'm still waiting for payment. It clearly states that withdrawals are processed after 2 business days.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Could you please advise how many days ago you have requested the withdrawal? Thank you in advance for your reply.

I requested it on Thursday last week. The terms and conditions state 2 business days. They are now requesting documents which I sent to them on the 28th of November 2020.They confirmed that they received it and they were happy with it soo they verified it. Now they are requesting docs again

Thank you very much, Tracy, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Springbok Casino to join us and help us resolve the player's issue.

Hi there,

We are happy to confirm that the winnings of Tracy were paid in full (R7,000) on 29th Jan 2021.

Please confirm and let us know if you need any further assistance.

Kind regards,

Springbok Affiliate Team

Dear Tracy,

Could you please confirm that you have received your winnings?

Dear Tracy,

We haven't hear from you. Please note if you won't confirm the casino's statement, we will be forced to reject your complaint.

The complaint will now be rejeted as the player has stopped responding.