Springbok Casino - Player’s facing possibility to have her bonus winnings cancelled.

I have send my documents almost 3 days ago to be verified.  Have been playing a while at this casino but never withdraw.  I tried phoning them no answer.  Now i have been told that i might not be able to withdraw my winnings because i played a deposit bonus and won and then i used a little bit of comp points on top of that.  I hear nothing from them back about the verification. Can not put in a withdrawel or play other bonusses. The terms and conditions on comp points are not clear and do not really state much to understand for 1st time players.  Do we have to learn hard unnessary lessons first according to them before you can win or withdraw.  When i ask agents to explain they just keep on referring you back to the terms and conditions.  This does not feel like a casino that care about their players

Dear Estelle,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

"Springbok Casino can at any time run different promotions for new accounts. Only one new player promotion coupon can be redeemed per new player account at any one time.

Promotions are for a limited time only and Springbok Casino reserves the right to terminate any promotion at any time without prior notice. Promotions may not be combined, unless otherwise specified."

Nevertheless, there is another message regarding comp points: "You can redeem your points and change them into cash credits via the Cashier whenever you like!"

Could you please forward me links of the specific links that you have played? Thank you very much in advance for reply.

Best regards,

Petronela

Well i was told again that i might not get my money and still no verification 4 days later.  I played on and guess what no free spins or so little wins on bigger bets so they made sure they got R30 000 back. 

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

Hi Estelle, 

Sorry for the delayed reply. I looked at the case and will now ask the Springbok Casino for an explanation. 

Dear Estelle, Peter,

Unfortunately, the documents were not valid and, we wait for the proof of address to complete the account verification process as mentioned in the last email sent by the relevant department, please see it below: 
 

"We have received your email confirming your mailing address. Unfortunately, the documents you previously submitted do not show this address.
 

We ask that you kindly scan and email:

- A proof of address (utility bill or bank statement showing the name and address registered on the account), issued within the last 2 months" 

The documents were sent during the weekend and always depends on the amount of account verification requests, unfortunately, by the time we should have answered, Estelle played the winnings down.

Please note, once your account is verified, you will be able to withdraw all your winnings. 

Kind regards,

Springbok Casino Representative
 

Hello, I would like to thank Springbok Casino for the reply. Estelle, please provide the necessary documents in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Hi Estelle, has there been any progress?

Dear Estelle,

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

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.