Springbok Casino - Player’s struggling to complete account verification.

I played at Springbok Casino on 7/17, with a bonus that was emailed to me. I received R850, for having made a qualifying deposit in July. I met the playthru, and proceeded to request a withdraw. I was unable to make the request ; evidently, you must have your documents verified before you can even make a withdraw request. I immediately sent my identification documents. 

Per usual, I heard nothing back. I spoke with chat, and sent multiple emails, since; requesting they verify my documents so I can begin the withdraw process. Today, before I went ahead with this complaint, I thought I would give it one last try. The chat agent stated, since I resubmitted documents with my email query, it would be another 3-5 days before my documents could be verified. That was @ 2 weeks ago. These are textbook stall tactics. Casino Guru, could you please assist in getting my winnings. I can send any documents upon request.

Dear Elizabeth,

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

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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Hi Petronela,

First, let me Thank You for agreeing to assist in this matter. I do understand the KYC process. I am very active in the online gambling community, I have undergone KYC many times. As stated in my complaint, I sent my documents on 7/17. I have contacted Springbok multiple times requesting updates on verification of my documents. Their response was always some vague, nonresponsive excuse. As I indicated in my complaint, the last time time I had contact with them was @ 2 weeks ago. I spoke a with CS agent; She stated that because I had resubmitted documents with my last email it would be another 3-5 days. I don't believe they have any intention of paying me. They have never initiated contact with me regarding my request.

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

I'm Nick and I'll be assisting you from now on in your case. I would like to ask Springbok Casino to join us and help us resolve the player's issue.

Hi Nikolas,

I appreciate your help in this matter. I did hear from Springbok Casino. They say my documents are unreadable. This is the first time they have initiated contact with me to request documents. If they recieved my documents, and they were unreadable, why did it take them until today to request new documents. At any rate they assure me that once they receive legible documents, they will be happy to pay my winnings. I sent new files today.

Hi Nikolas,

I received an email from Springbok on Wednesday. They claim that my selfie holding my ID is in a format that makes it to small to read. They don't specify what type of file they prefer. I sent a new photo in JPEG, and PNG format. I guess we will see. Thanks again for your assistance.

Hello Nikolas,

I see that Springbok casino has not bothered to reply to my complaint.

Fellow players, take note; This is the blatant disregard that you can expect , should you deposit at Springbok Casino.

In no way, is this a one-off, or oversight, by SC. There are volumes, of the same type of complaint, posted at all of the affiliate sites. This is, simply, business as usual, for SC.

This is nothing new. So many of these off shore establishments do the same ; Holding players winnings hostage, while they search their records, hoping to find any instance, that you may have tread on one of the land mines, that are buried in their T&C, so they have an excuse not to pay you.

Only this time, I have had enough. I am so sick of these establishments; acting like your winnings are a gift that they may, or may not, grace you with.

I intend to post my experience with them on every gambling forum I can find. And, although they are offshore, I still intend to send a complaint to the Federal trade commission.

Thank You for your efforts Nikolas.

Dear Elizabeth,

We have reviewed the documents, you submitted but the quality is very poor.

The picture of you is legible but the ID itself (DL) is not.

You have been asked to submit POA, which is needed for account verification.

We are still waiting for it.

Thank you in advance!

Kind regards,

Springbok Casino Affiliates

Hello Nicolas,

I did receive an email from Springbok Casino. I will submit new documents today.

Hello Nicolas,

I received an email from Springbok Casino this morning. They verified my identification, and I immediately requested a cashout. I did get confirmation that my request was received, and would be processed to my bitcoin wallet "shortly". I will inform you as soon as the funds hit my wallet.

Thank You, once again, for your assistance.

Dear Elizabeth,

I'm glad to hear that the verification was successful. Please let us know when the payment will arrive so we can close the complaint.

Hi Nicolas,

I, absolutely, will let you know. I have referred a few people to your site. Keep, keeping these operators honest!

I replied. I am waiting for my withdraw to reach my btc wallet

Dear Elizabeth,

The timer will be set on you until you receive your withdrawal. Please let us know only in case it would arrive or it won't arrive within the next 7 days.

Hi Nicolas,

I received payment from Springbok Casino today. I appreciate all of your help. you provide an important service!

Dear Elizabeth,

Thank you for confirming cashout!

You also opened a complaint at askgamblers - could you please inform them, the case is resolved.

Thank you in advance!

Kind regards,

Springbok Casino Affiliates

I sent an email to Ask Gamblers. The complaint was closed as unresolved. I request they reopen it and mark as resolved with payment. Thank you!

Dear Elizabeth,

Thank you for informing us that the payment has arrived, we gladly hear it. Please do not hesitate to contact us if you will come across any other trouble in the future. The complaint will be now closed as resolved.

Best regards,

Nick

Casino.guru