Springbok Casino - Player couldn't withdraw her winnings.

I played a coupon and won, my balances was about R7600. I had a playthrough of about R145 left which I played and by the end of it I was able to withdraw R8000. For about 3/4 days I had issues with getting my documents verified and only would find this out after contacting them, eventually they verified them and then told me I was able to withdraw. I withdrew the money to now get told I can't as I have a coupon I redeemed in the time. I was given a R100 as reimbursement of some sort and all I want is my money.

Dear Thabile,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received the bonus before or after you accumulated your winnings? Have you already used any of the bonus funds?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Good day Kristina

Thanks for replying. The issue I have is that, this was stated in a place I would not have read... The fact that they take R8000 and refund me with R100 is ridiculous. I would not have claimed a coupon if I knew, which they make sure to not state in places where you will be able to see. Other casinos online let you know you are not able redeem the coupon as you have a withdrawal pending. The only other reason I ended up playing my coupon is because I waited for about 4/5 days for them to accept my verification process and when I went on, it allowed me to redeem the coupon, which yet again led me to believe I was allowed to play as I was not putting any money in, which would not interfere with my withdrawal.

The fact that R8000 was taken and I was reimbursed R100 in hope I enjoy it and play again with them is laughable. Also the fact that there is no appeal option for people to be able to appeal is ridiculous.

Thank you very much for your reply, Thabile. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Thank you very much Thabile for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you so much.

Hi Thabile,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Springbok Casino to the conversation to participate in the resolution of this complaint.

That's ok.

Dear Thabile,

We are very sorry to hear that your payout has been denied.

Please note that you agreed to our Promotional T&C at the moment of the registration. Unfortunately, you did not uphold rule 24:

Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings.

We wish you good luck on your next play!

Best Regards,

Springbok Affiliate Team

I would like to know why you cancelled my fees when you could have returned my winnings to me and made me start the whole process again. R8000 gone because of that is really ridiculous to me. I had to wait for almost a week to get my verification process to be approved.

Your casino is just unreliable and I honestly believe you will do anything to make sure that a person does not get their winnings. You did it to me and other people I know. Currently there are 2 people I know that have won on your casino, the one 2 weeks ago and the other last week and they still waiting for their payouts. As I had mentioned before other online casinos make sure to let you know that you can't play and when you try, they block you and give you an option to stop your withdrawal process and continue but you guys don't do that and put this rule on another page where you know no one actually goes to read. You are a very dishonest and I personally will not be dealing with you again. I know it won't make a difference but I hope this can help someone next time.

Dear Springbok Affiliate Team,

Thabile is right and has our full support. You can't confiscate winnings just because of a pending withdrawal. You can cancel the withdrawal but there's no reason to confiscate funds. Especially, if it takes weeks for the withdrawals to be processed. We find this rule very unfair and user-unfriendly and are convinced that the player should get paid.

Dear Thabile, and Peter,

Thabile, we totally understand your frustration!

We reviewed your account and could see that the withdrawal was requested on the 2nd of June, and on the 4th, the account was verified.

On the same day (4th of June), you used two freebies, KG-SPINS and PENGUIN, for R50.00 each.

It is the player's responsibility to adhere to the Casino rules as the Terms and Conditions were agreed upon sign-in up.

We have put back your deposit of R100 in your account, and you have already played it down. Hopefully, the next win will be around the corner.

Best Regards,

Springbok Affiliate Team

Good day Springbok Affiliate Team

Firstly I won R8000 on the 31 May 2022 at about 23:00. I then tried from then to try and get my account verified. I got screenshots if you would like.

Please don't be dishonest when your customer service advisors, say it takes about 5-7 business days for an account to be verified, you say it took me 2 days. Another thing, I was the one who kept on contacting your team as I would never get told anything that was going on, with regards to my verification process.

This seems like it's going to be a back and forth for a very long time. I also see how you keep missing the point I'm making that my money should have been returned back to me, instead of you taking MY R8000 that I did not steal from you. I actually don't understand what you are trying to imply by the R100 been used. If you would like to know, I had not even realised that my withdrawal was "confiscated" mfrom me when I had played. I thought it was money that had not gone through with the withdrawal. You saying you returned R100 is yet again very funny to me. I spent time playing and it took me hours to eventually get to that R8000. Time you will never be able to return to me and then compensate me with R100 because I guess that's what it is worth.

So it sounds like I owe you R200...could you deduct it from MY WINNINGS and could I get the money I WON.

Dear Springbok Affiliate Team,

The statement above still doesn't legitimize confiscating the player's winnings. We are asking you to reconsider your decision, otherwise, I'm afraid, the complaint will be closed in favor of the player.

Dear Thabile, and Peter,

Please note that our rules are very clear. You did not uphold rule 24 of our terms and conditions.

Rule 24 clearly states that you are not allowed to keep playing while waiting for a payout unless you cancel it. This rule was not created to disfavor the player but to keep things clear. This way, we can track where the winnings are coming from and whether there is a maximum cash-out. You even mixed your comp points with the winnings!

Nevertheless, as a one-time courtesy, we have decided to overlook that you have broken the rule and pay you the amount of R7,900.12. We have requested your wire, and you will receive an email from our payment team once the payout is processed.

Best regards,

Springbok Affiliate Team

Springbok Affiliate Team

I will be awaiting your email and payout.

Thank you Peter for all of your help and will inform you when I have received the payout on this chat, please keep this chat open until I have received the payment as I am not sure if they will uphold their end.

Dear Springbok Affiliate Team,

Thank you for reconsidering your decision.

Dear Thabile,

We will keep the complaint open until your withdrawal is complete. Please don't take any other bonuses in the meantime.

Hi Thabile,

The payout has been scheduled to be processed today.

Best regards,

Springbok Affiliate Team

Thank you so much Peter and springbok Affiliate team, I have received the payment.

Hi all,

Thank you for the update.

Dear Thabile,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter