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

Verivication taking to long and no feedback i dont see why this is taking so long

Dear Angelique,

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.

Could you please advise which documents have you provided and when exactly? Have you provided all the required documents without delay and in the correct format?

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,

Kristina

I have send proof of residence and my green identity document numerous times and every week it is the same story about verivication takes 5 days i am waiting for a month now and your email states you have received all documents on 16 may again this is now more than 5 working days

Please also see you emails where this was confirmed

Thank you very much for your reply, Angelique. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Dear Angelique,

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.

My case has already been sorted

Awesome news, Angelique. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.