Springbok Casino - Player's winnings confiscated.

Good day,

I had a balance in my Springbok account and proceeded to do the necessary fica documents that they required. After many attempts and online chatting with someone online my banking documents were approved for me to withdraw.

I made a deposit of R300.00 and got free spins on Sweet 16. My winnings were R31.00. I used my balance in my account and proceeded to play another slot. I won the Grand - not with free spins but with money in my account.

I received a response from them: Firstly this was not a promotional win - This was not a win in a free game that you gave for a deposit.

I never won on the Free Game - They are now refusing to pay out my winnings.

What does one do. How is this allowed.

Please would you be able to assist in the above.

Regards Sharlene

Dear sharlenebotha1972,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Springbok Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that when your bonus free spins were activated on your account you already had a balance of R300.00 that came from your real money deposit?
• Could you please share a screenshot of the promotion?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good Day

Yes I already had a balance on my account from previous deposits.

I played the free spins on the game that the spins were valid on and then proceeded to play another game.

I have emailed you screen shots of the account summary.

They have now taken all my money.

How is this possible.

Regards

Hi

This casino has now blocked my account.

I can't get my money.

Please help

Thank you very much, sharlenebotha1972, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, sharlenebotha1972,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Springbok Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

However, if I understand correctly and it is forbidden to claim more than 1 bonus at a time or claim a bonus on a positive balance, why is this possible or why does the casino allow players to do this?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, and thank you for your patience while we investigated. Unfortunately, the player redeemed multiple bonuses on top of her balance, which is not allowed as per the terms and conditions. Please let me know if I can assist you any further.

Hello,

Yes, please, you can.

Why should that mean a problem and/or why does the casino allow it if it leads to winnings confiscation?

Can you please explain it in more detail and support your claims with relevant evidence?

It would be great to see the user's game logs with highlighted rows that the casino sees as a problem with an explanation as to why.

Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Branislav,

The system blocks most of them but unfortunately in rare cases it can happen. I will send you the evidence requested as soon as I can.

Dear sharlenebotha1972,

I am sorry for the delay. I am still in contact with the casino outside of the thread, and currently, I am waiting for additional details/evidence again.

In the meantime, I have a question for you.

Can you please explain what was the reason for making deposits on top of an existing balance, especially the last 300 ZAR, when you already had winnings of almost 4,700 ZAR on your balance, so enough for further playing?

Dear sharlenebotha1972,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, we will need the requested explanation.

Best regards,

Branislav, Casino.Guru