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

Good day, it has been 6 weeks now with no feedback on my account and winnings everytime i ask for help i get the same answer...."you will receive a mail".... this has been going on for 6 weeks now with no feedback at all. I send all the documents as requested for 10 times already. I just dont get any feedback at all. I know of other people also complaining about this and also complaining about money just dissapearing from the credit they have while playing springbok casino.

Please can you help to have this sorted so we can have springbok casino reported everywhere as it looks like they just take money but when it comes to pay out they are nowhere.

Please look into this matter

Thank you

Regards

JN V** S*****

Dear Johannes Nicolaas,

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? Have you provided all the personal documents needed for the verification as soon as possible, without any delay? 

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

Dear Johannes Nicolaas,

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.

Additional comments from the player:

"Good day, i struggle to reply on the link. It has been almost 2 months now since i asked for my winnings to be paid and my account to be fixed. No one can ever tell me what the reason is that it is taking so long. Everytime i just receive a reply that i will receive an email that i maybe got 3 times after i asked for info already 40 times. I have send all documents 10 times already everything is clear and proof of address is 100% but still nothing. My wife and 2 daughters also has accounts with springbok and they use my phone to play my youngest opened an account deposited R500 and immediately her account was closed she never played and also lost her R500, my wife and other daughter also their accounts were blocked and they have been playing for years and never had any problem but they decided to play with lottostar as they say they don't have such problems there. I love playing springbok but waiting 2 months to verify documents is ridiculous. All is there and 100% i just can't find out what the problem is. I ask for help no one is helping. I saw on hello peter that a lot of people is complaining about this problem with springbok. You say they need a few working days to sort out an account, but it has been 2 months already how can that be. I won the money i want my money and my account to be unblocked to i can play again. Thank you "

Dear Johannes Nicolaas,

Thank you very much for your reply. I have checked the general terms and conditions, and this is what I found https://www.springbokcasino.co.za/terms-and-conditions:

"Members are only allowed one active account. Winnings will only be paid to players having ONE account. All winnings will be VOID for players with more than one active account. Springbok Casino allows only ONE account per computer, household, IP address unless Springbok Casino grants permission otherwise."

Please understand that if other family members access the casino website from the same IP address and device it is considered a violation of rules. Could you please advise if you or your family members redeemed any promotional offers from this casino? Looking forward to hearing from you.

Dear Johannes Nicolaas,

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.

Additional comments from the player:

"So if they look at ip addresses then they should have their terms and conditions about not using the same device for more than one person in big letters when you register, when you deposit money no one tells you that there cant be more than one person that use the same device, but when u ask for your winnings then suddenly it is a problem. I WANT ALL MY DEPOSITS BACK OR MY WINNINGS i am not going to let this be i am so sorry so if you cant pay my winnings i want all my deposits beack so please let me know when the money will be in my account"

Could you please advise if your wife or daughters had their accounts verified previously and if they have redeemed any promotional offers? Were your winnings accumulated with or without an active bonus? Thank you in advance for your reply.

Dear Johannes Nicolaas,

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.

Unfortunately, we’re rejecting 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.