Springbok Casino - Player has problems with verifying her identity.

for the "payout/account verification" they constantly move the goal posts every time you do a payout you get told they need documents again. When you send it (i sent a certified copy of my ID the same copy that i used a month earlier to register my newborn baby as a citizen and I also sent a photo of me holding my ID and still they came back 3 days later telling me they want a photo of my ID not a pdf), whatever they ask you to send, will be requested in a different format with every withdrawal, jpeg, will want pdf, and visa versa. Every time its another 3-5 business working days., In the interim, they bombard you with vouchers, which if used during a payout (if i ever get past a.c verification), actually invalidates the "payout) (will say you must play through first, meaning loose everything you won) 

Dear Suzani,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but please understand, that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and proceeds the verification process differently.

Could you please confirm that you’ve provided all documents in the required format after the casino requested them? Have all of them been approved when provided again?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru

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

Best regards,

Kristina

Dear Suzani,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi, i eventually got my payout. Thank you very much

Awesome news! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.