Springbok Casino - Player’s bonus winnings have been voided.

Dear Andrew,

Thank for your patience regarding your withdrawal of R 1,500.00 via Bank Wire.

While reviewing your account we've noticed that the following rule was broken:

Customers cannot redeem multiple free bonuses/free spins offers consecutively: When a customer uses two or more free bonuses without making a real money deposit in between, management reserves the right to void any bonuses, winnings or winnings from comp points.

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 have denied your withdrawal, voided your winnings and your bonus.  

Kindly have a look at the casino Terms and Conditions to avoid breaking any of our rules in the future which may result in your winnings being voided. 

Should you require any further information or assistance, please feel free to contact us.

Yours sincerely,

Annalise. Account closed no winnings paid

Dear LAndrew,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if you have redeemed any free promotional offer from this casino previously? Ideally, forward your cashier and bonus histories to petronela.k@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,

Petronela              

Yes I have redeemed and used the balance to play but never withdraw due to play through.

Thank you for your reply. I have checked the general bonus terms and conditions, and this is what I found (here):

"Customers cannot redeem multiple free bonuses/free spins offers consecutively: When a customer uses two or more free bonuses without making a real money deposit in between, management reserves the right to void any bonuses, winnings or winnings from comp points."

Could you please advise if you have placed any real money deposits between those free bonuses?

There were no real money deposits but a win is a win and the Casino do not honor winnings from bonuses and free spins they should play for fun not real value as indicated. They should have at least just prevented the withdraw. It's not like I abused the rule as the withdraw had to be approved before payment.

I wish I could be of more help. I agree that the withdrawal process could be more transparent but in the meantime, I have to emphasize that players should familiarize themselves with promotional rules.

I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.