Springbok Casino - Player’s criticizing lengthy verification process.

I need help regarding my documents which I emailed various of times , yet today I asked online about process and was advised that I never sended the documents,which I did and receive an email asking for my personal information.

Please assist me on what and how to go about...its been a month iam struggling with this , and i played and deposited my money.

Dear Jdjadams,

Thank you very much for submitting your complaint. 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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly.

It’s quite usual for this process to take a couple of working days to be fully completed.

Have you been advised what specifically seems to be a problem in verifying your account? Did you try to request a full list of documents required to complete the KYC verification?

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

Goodday Petronela,

Thank you for your response.

Springbok Casino team did send me an email of all the required documents they need from me.After I emailed the documents they again informed me that I need to resend my ID in the real form of Booklet or Card as the one I emailed was a photo of a paper copy, and I emediately did that,emailed all the documents numerous of times.I then received an email requesting my physical address ,date of birth ,full names etc.That stated it was the last request after that my account and documents should be verified.Yesterday I chat with an online agent and she informed me that they only received the documents with incorrect form of Identity copy and not the full list of correct documents which I emediately after the request emailed.I yesterday again emailed all of my documents in Pdf format ,showed delivered after that no respond from that even stating that they in fact did receive my document.I am familiar with the regulations policy regarding waiting and process of this matter but this is overdue in time and by not giving clarity or in forming one is unethical.

Thank you very much, Jdjadams, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 Jdjadams,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Springbok Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Hello Jdjadams, Tomas,

We are very sorry to see that the account verification took long!

However, the issue was not only sending the correct documents but having problems with the player's email address. Fortunately, after so many goes and forth, we were able to verify the account.

We also want to make the player aware that she cannot redeem any bonuses or make deposits while having an active withdrawable balance; this will result in the rejection of the payout.

Jdjadams, kindly read once more our terms and conditions.

Best regards,

Springbok Casino

Thank you, Springbok Casino, for providing us with the information.

Now I would like to ask Jdjadams, could you please confirm that your account is indeed verified so you can now proceed to withdrawal?

Kind regards,

Tomas

Dear Jdjadams,

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

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from Jdjadams, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas