Springbok Casino - Player’s request for a self-exclusion has been overlooked.

SATURDAY 6 MARCH 2021

SENT EMAIL TO BOTH THUNDERBOLT AND SPRINGBOK CASINO

-CLOSE ACCOUNT GAMBLING PROBLEM

-EXCLUDE ME FROM GAMING AND DEPOSITING

-NO PROMO OFFERS

- FOLLOW UP REQUESTEDS 1 ATTEMPTED ON CHAT 1ST NO REPLY

-3 MORE EMAILS SENT

-FROM THE FIRST TIME I REQUESTED AT THAT TIME ONLY LOST ABOUT R150 OUT OF THE MONEY THAT WAS NEEDED FOR LIVING ESSENTIALS LIKE FOOD AS I AM UNEMPLOYED AND HAVING A GAMBLING PROBLEM THOUGHT NEED MONEY LETS TRY ONLY R100 AFTER LOSING R150

IMMEDIETLY REUESTED LOCK ACCOUNT GAMBLING THAT SAT OVER THE COURSE OF SAT SUNDAY I LOST ALL MY MONEY ,

-THEN DECIDED TO SEE HOW MANY BONUSES I CAN CLAIM BEFORE SOMEONE LOCKS ACCOUNT OR VERIFIES ME,

- 90% OF ALL THERE PROMOS WAS CLAIMED SUCCESFULLY, STILL NO ONE BOTHERED

-MONDAY NIGHT GOT HOLD OF KWESI ON CHAT

-WE CLOSED THE ACCOUNT NO REFUND

-WE DIDNT GET AN EMAIL

-THEN SHE FOUND ALL MY EMAILS

-WE ONLY RESPOND TO EMAILS EVERY 2 TO 3 DAYS

THERE WEBSITE TERMS AND CONDITIONS

Springbok Casino monitors all casino games at all times. As a result, Springbok Casino has the ability to track and review each hand/roll/slot pull/spin for each player and game offered.

-HAD THIS BEEN DONE I WOULD OF ONLY LOST R150 AND ACCOUNT WOULD HAVE BEEN LOCKED

THEY LIED ON THIS TERMS AND CONDITIONS POINT 3.

All disputes should be forwarded to Springbok Casino by e-mail within one (1) hour of the disputed event.

-BUT KWESI SAID 2 TO 3 DAYS TURN AROUND TIME

HAD THIS BEEN DONE I WOULD HAVE HAD NOT BEEN ABLE TO LOSE ALL THE MONEY ACCOUNT WOULD OF BEEN LOCKED

THIS WAS NOT DONE

REMIND YOU EMAILS WERE SET ON BOTH THUNDERBOLT AND SPRINGBOK CASINO

THEREFORE I WAS IGNORED THE GAMBLING ADDICTION PROTOCALL WAS NEVER IMPLEMTED NOR TAKEN SERIOUS AND REQUEST A FULL REFUND ON EVERY DEPOSIT MADE WHICH IS BETWEEN R600 AND R700

BELOW DATE STAMP TO SHOW WHEN FIRST REQUESTED

Please review and assist urgently..

craig manson

Sat, 6 Mar, 10:29 (3 days ago)

to help

Hi there,

Please review and assist urgently..

Dear cmanson81,

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

Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the Responsible Gaming section on the website, and this is what I found https://www.springbokcasino.co.za/responsible-gaming:

„Player self-exclusion:

Players can contact Springbok Casino any time to self-exclude for a period of their choice, beginning with one month. The player will then be unable to play for the chosen period, after which he can reactivate his account."

Is this help@springbokcasino.co.za the email address to which you have sent your emails?

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

Additional comments from the player

As you can see in terms of how players with gambling problems are ignored at springbok

KianaHello 😃 You are now connected with Kiana 🍀 How may I assist you today?

Me

Hi there,

is there a supervisor on duty I last spoke to Kwesie

Kiana

I can certainly check on that for you.

May I ask the reason for you request so that I can relay the information?

Me

yes illegal practices and procedures with players that have gambling addictions

and allowing them to deposit and not taking actions

still there

Kiana

Yes I am still here

Please allow me a moment.

I will now transfer you to my superior

Me

thank you

Kwesi

Hi, welcome to Casino Support. My name is Kwesi and I'm happy to help you today.

Me

Hi Kwesi we spoke the other day I emailed you feedback and will forward the exclusion forms in a short while

Kwesi

Yes we spoke yesterday

Me

were you infact serious with regards to the email response turn around time

Kwesi

Yes I was

Me

which is

2 to 3 days

Kwesi

Yes Craig

Me

and Im guessing new players who deposit do not get verified or monitored immediately

Kwesi

No, this rule is for everyone

From new players to VIP

Me

Im just trying to understand if I had R15000 there is a 99% chance I would of played it all out thats generally issues with gambling addicts

ok so thank you for confirming false information

because according to your websites terms and conditions

Springbok Casino monitors all casino games at all times. As a result, Springbok Casino has the ability to track and review each hand/roll/slot pull/spin for each player and game offered.

had this happened you would of picked up on deposits and the crazy amount of bonuses I claimed and tried to contact me to verify my details this wasnt done,

secondly, If you responded or any agent responded and took action that would mean I probably would of only lost R150 as that was the exact amount when I emailed

without taking action on my request I ended up spending over R600

given the fact that I made sure I emailed both casinos and as you say 2 to 3 days

All disputes should be forwarded to Springbok Casino by e-mail within one (1) hour of the disputed event.

Kwesi

Our live chat service is the only way for immediate response, so sorry that you this happened to you

Emails takes 2 -3 business days

Sunday and Saturday are not included

Today is the second day

Me

gambling addiction account closure requests must be actioned immediately

Kwesi

Yes, once made aware. We were not aware until you came into chats

Me

and as this was not done I expect a full refund as this casino did not follow protocal which is implemented by the gaming board

Kwesi

So sorry but we cannot refund this

As stated in our previous conversation

Me

Springbok Casino protects its players by encouraging responsible gaming and ensuring that casino action is enjoyed as pure entertainment. To further these aims Springbok Casino has implemented mechanisms and structures to help players who have problems controlling their gaming:

did springbok take action and locking my account on saturday where in your terms does it state 2 to 3 days

Kwesi

In our general terms and conditions, I would have to advise you to go over them completely before playing

Me

and why is thunderbolt sending me offers still as I got an offer this morning

Kwesi

As these were agreed upon sign up

Me

still failing to follow the correct protocal

Daily / Monthly deposit limits:

Players can contact Springbok Casino any time and set daily or monthly deposit limits.

Kwesi

You will have to send back the self exclusion form so that we're able to completely exclude you, as stated yesterday, your account is currently close though

Yes they can, via chats

Me

so if I emailed you please set daily limits to R50 and waited 3 days for a response That means I would have lost not sure what the daily deposit amount is at the casino before actioning this

My argument is not regrding wheres my bonus I cant login everyday basic queries thats fine regarding 2 to 3 days

NOT when it comes to locking accounts due to gambling addiction

Kwesi

This is why we do advise you to our live chat service for immediate response

Me

NO REGARDLESS HOW IT WAS DONE IT SHOULD OF BEEN ACTIONED

Kwesi

Unfortunately that is not the case Craig

This is the procedure

Me

Thats not an excuse as if I went on the website and aw 2 to 3 days maybe you could use that excuse,

Kwesi

So sorry that you feel this way Craig

Me

by not following protocol and the correct procedures and refusing the refund based on the fact that my account was not locked immediately who has a stronger case

Kwesi

Unfortunately a refund is not an option

Me

Thats fine I just needed this confirmed on chat so I can update the gaming board on what you say is email turn around time and not taking action immedietly and the website saying within 1 hour

Kwesi

I understand Craig.

May I assist you with anything else?

Dear cmanson81,

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 there again apologies cant always access the web due to financial but appreciate the extra 7 days

the web address was help@sprinbokcasino.co.za

Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

Thank you very much, cmanson81, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef 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 cmanson81.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear cmanson81,

We are very sorry to hearing about your issue.

Springbok support team advised us about the following:

Since you had a lot of accounts registered (12 in Thunderbolt and 9 in Springbok) and the original closure/exclusion request was sent from an email registered on an account that was already closed, it took a little bit longer than usual for us to identify and close all of them.

We reply to the emails within 24-48 hours. For matters that are urgent, we offer the live chat and the option to schedule a call back: https://www.springbokcasino.co.za/support

You had two chat interactions on the 5th of March on the account where you made the deposits "craige81", however, you did not mention the account closure/exclusion! It was only on the 8th (after the deposits were made and played down) when you mentioned the gambling addiction and the account closure/exclusion on the account in question "craige81". At the end of the chat interaction, the account was closed and the SE form was emailed to you (which you never returned so far). This is the chat to which you refer to in your previous post from March 10th.

Regarding the two rules you mentioned in your first post:

"Springbok Casino monitors all casino games at all times. As a result, Springbok Casino has the ability to track and review each hand/roll/slot pull/spin for each player and game offered"

"All disputes should be forwarded to Springbok Casino by e-mail within one (1) hour of the disputed event."

These two rules refer to the actual casino games and potential technical issues linked to the games.

We finally conclude, there will be no refund of the deposits.

Please let us know if there is anything else, we can do for you.

Kindest Regards,

Your Springbok Affiliate Team

Dear cmanson81.

Could you confirm the casino team statement or should require the evidence?

Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I highly recommend you also check our article about responsible gambling since there are many similar complaints from you and it really looks like you have a problem and you should seek help (at least to make sure you are ok).

https://casino.guru/problem-gambling

Unfortunately, we’re forced to reject this case because the player hasn’t responded 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.