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

Verification takes weeks to be done.

Even after numerous emails and chats with customer service, this issue has not yet been resolved.

One tends to think that should there have been no winnings that could be withdrawn, verification would've taken much quicker.

All a stalling tactic, nothing else! 

Email sent to Springbok Casino 8 October 2021:

"Good day Springbok. 

Does it always take so long to get an issue resolved? 

I'm referring to my account that's still not verified / active. 

The 1st identification doc I sent through, you had an issue that only my initial and surname was captured on my driver's license. 

I used the same doc with African Grand, Playlive and Tusk, and there was no problem.

As requested, I sent new docs 5 days ago, and I still have not heard back from you.

When contacting Customer Service via the Live Chat option, the same answer keeps on being provided - documents were received. You will get an email from Verification Department within 3 to 5 days."

As a matter of interest, I joined 21Dukes Casino yesterday. I sent through my KYC docs (same sent to Springbok 1st time). I received a confirmation email within 1 hour saying my account has been verified...

Dear mrshine,

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 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? Could you please advise how many days ago you’ve requested a withdrawal and started the account 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

Hi Petronela.

Thank you for the reply.

Verification docs were sent 13 days ago.

Unfortunately no withdrawels can be requested without account being verified.

I have spoken to a few customer service agents, who keep on saying that the authorization department have received the docs (1st lot and 2nd lot). But thats just it...

Its the only information being provided.

When reading other complaints about Springbok, this seems to be the norm...

Basically all I want to know is if I can continue playing on Springbok, or would it be better to just move on...

My concern is if verification takes this long, there will also be issues with payouts, etc...

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

I have reviewed your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Springbok Casino to the conversation to participate in the resolution of this complaint.

Dear mrshine,

We are very sorry to hear that your account is not yet verified.

The relevant team could not complete the verification process, as the photo of your Photo Identification cannot be accepted since it seems to be cut-off/cropped.

Please send a clear, legible picture of the front and back of a signed, valid piece of Photo Identification (either a National Photo Identification Card or Passport) again. Make sure that all the details on your ID are clearly visible.

Our team will be happy to hear news from your side.

Best Regards,

Springbok Casino Affiliate Team

Good day Springbok.

I sent through 3 different photos to your verification department.

The 1st photo was rejected as it only contained my Initial and Surname.

The following 2 photos were then sent to you.

The one photo is where I'm holding my ID document next to my face.

The full document is visible as well as my face.

I then proceeded to take a close-up photo of the ID document.

Its impossible that there are still confusion with anything related to my identification.

If your argument is that my close-up photo is cropped/cut off, then why did you reject the photo of me holding my ID doc in my hand, next to my face...?

The 1st document I sent was my driver's license. It contains my Identification Number.

The other 2 photos I sent you, also contains my Identification Number.

Both photos on my driver's license and ID doc are very clear.

You have no reason to keep on rejecting my docs...

You have all info needed to authorize my account, which proves you blatantly don't want to approve it!!!

Dear mrshine, 

I appreciate your frustration at having the document photo rejected again, but I can also understand how it could be an issue for the casino if the photo is cropped. It may be necessary to resubmit this document and hopefully, that will resolve the situation.

Springbok Casino, 

Could you please confirm that the photos you have mentioned are all that is required to complete the verification? Also, could you please provide a time frame for completion once the documents have been resubmitted?

Hi Adam.

Thank you for the response.

The photo of the document I am holding in my hand, next to my face, is not cropped.

I asked my partner to take this photo with her phone.

My full ID doc plus my face is visible in the photo.

The photo was sent to Springbok as is.

Nothing cropped/cut off from the photo at all.

How many more photos must be sent?

Dear mrshine,

We understand your frustration regarding the situation.

After a meeting with the relevant department, finally, we understood what they need from your side. They need to see the first two pages of your national ID Book, as shown in the photo taken by your girlfriend, which means the left and right side; please note that it is crucial for us to have the document as a whole, although we know that nothing is shown on the left side we would still need to see the complete ID.

Once the entire document is submitted, we will need 48 business hours to have the account verified.

Best Regards,

Springbok Casino Affiliate Team

Springbok Casino,

Thank you for clarifying what is needed.

Dear mrshine,

now that we know specifically what is required, would you be willing to resubmit the document as mentioned?

Hi Adam.

I have decided to give this casino a miss when I make use of online casinos.

In their reply, they acknowledged that the photo taken by my partner, which clearly shows my full identification document as a whole, was received, but still not good enough.

How did they know that the 1st page of my ID doc does not contain any info, and only the 2nd page...?

I'm holding the 1st page with 2 fingers, next to my face...

They have what they asked for in their 1st reply when my Driver's license was rejected, but its not what they want...?

Its not worth this up and down, emails sent, emails replied, this question, that question... all to simply get an account verified...

Thank you for your assistance and truly doing your utmost to get this resolved!

But I will not be continuing on this journey with Springbok

Dear mrshine,

Thank you for informing me of your decision not to take this complaint any further. I will now close it in our system, but you may reopen it at any time.