Springbok Casino - Player's winnings were rejected.

Good day

I have made 3 deposits with the deposit bonusses between the 15th May and up to the 2nd of June. I also got free spin bonusses, deposit bonusses etc. via email and on the platform. On the 2nd of June I made 2 deposits(bonus) and I claimed bonusses that they sent, some you just watch a video and answer a question, then you get free spins or I started winning and I played the complete wager. At one point., I wanted to see how much I still have to play. My balance was on R15,018.53 and the amount left on the playthrough was still R8,338.20. I completed it and had to verify my account to request a withdrawal. It took them 4 days to verify my documents and at one stage I asked the live customer service, how long should it take, and it was even confirmed that they received my documents and will attend to it soon. How the person at the live customer care knows that my docs are there, but it still takes 4 days to verify. In the mean time I went to check my account history at springbok. I saw the same day that I won the R1000, Springbok casino requested a coupon reversal withdrawal on my account for the amount of R11, 767,55 they approved the coupon reversal withdrawal the same time and date. I played at another casino before where I won on a bonus, was able to withdraw my winnings, but I had to request a coupon reversal withdrawal, they approved it and I made a withdrawal.

I requested a withdrawal of the R1000 and I saw a tracing number thinking, wow, if it has a tracing number, I might get it soon. I still received free spins bonusses etc. and after i requested the withdrawal, I played the bonusses that was offered. This was on the 8th of June, after the verified my account. the next day, I got an email saying my R1000 was voided because while a withdrawal is pending we are not allowed to play any bonusses and this rule is under the T's and C's, which no one reads, How convenient. We started sending emails back and forth and I am not sure which bonus i won the money, and in my emails I was adamant that I won it with my deposit bonus, not that it matters which bonus it was, I still finished the wager. Springbok just sticks to the rule of voiding your winnings when you have a withdrawal pending and my last reply to them was to send proof as to which bonus I won the cash, like I said, it doesn't really matter, and I asked for an explanation of all the transactions on my account, I asked them to explain what the purpose of such a rule was and I asked in a previous email, are the staff allowed to request a coupon reversal withdrawal on my account, and I was told no, their system does it automatically. They even said in one of their emails that I never spoke to any one at the live support. The same day my R1000 was voided and declined, on my account was a rule deduction withdrawal requested and approved just after that. According to Springbok, I did not win the money on my deposit bonus, but a R250 bonus I claimed and I am not sure if it had a 60x playthrough. As far as I know you take the bonus amount of R250 and times it with the playthrough. If is is 60, the amount should be R15 000? When I checked the playthrough, my balance was already on R15,018.53, wager left to play was R8,338.20. Please , if someone can explain it to me as well, and I need clarification on the R11, 767,55 they requested a coupon reversal withdrawal, as if they are the customer, and approved the coupon reversal withdrawal. This is all too fishy like they get that money? I'm questioning it all.

Dear nellouiseniemandt,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you have accumulated the winnings of R1,000 with a No Deposit bonus (free chip)?

Could you please clarify how many hours/days was the withdrawal in a "pending" state when you activated another bonus?

Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina

Yes, I won the R1000 after completing a no deposit(free chip)wager, I waited 4 days for them to verify my account so I could request a withdrawal. I requested the withdrawal on the 8th of June, I played bonussus and deposit bonuses from the day I opened my account.

The withdrawal was not pending for more than a day, but that should not make any difference, even if I play a bonus, why confiscate all my winnings. Other casinos put a block on the system so you cant claim another bonus and if your withdrawal is pending, there is no reason not to carry on playing, even with a bonus given to you.

Springbok declined one of the bonuses on my account and that is the last bonus I tried to claim on my account, after they confiscated my R1000.

I will email all the documents.

Thank you in advance

Thank you very much nellouiseniemandt for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you so much.

Hi nellouiseniemandt,

I have looked at your case and understand the situation. I just closed a very similar complaint as resolved. 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.

Hi Peter, thank you so much.

Hi Kristina,

We are very sorry t hear that your payout has been voided.

Please note that it is your responsibility to read and understand the casino Ts&Cs. You have agreed to them at the moment of your registration. Rule 25 clearly states that you are not allowed to play until your withdrawal has been processed; otherwise, the payout will be canceled/voided.

We have decided to make a one-time exception and process your payout for R1000. You will receive an email from our payment team once the payout is processed.

We kindly invite you to read the casino terms and conditions to avoid future misunderstandings.

Best Regards,

Springbok Affiliates Team

Good day to the staff at Springbok casino

Thank you for your response and payout. I just hope you don't email Kristina, because my name is Rosa. I will confirm on this site, once I receive my payout in my account.

To Peter and Kristina

Thank you so much for assisting me.

Hi Rosa,

We mixed the names up!

Don't worry! You will get the email and the money as well 🙂

Best Regards,

Springbok Affiliates Team

No problem. Some humor is always welcome. Thank you

Hi all,

Thank you for your replies.

Dear nellouiseniemandt,

Please let me know when you receive your funds.

Hi Peter

I will do so, as I have not heard or received any email from Springbok Casino as yet.

I will keep you updated.

Thank you again Peter for all your help.

Hi Peter

I have not recieved any funds. This casino is no good. So So tired

Dear Springbok Affiliates Team,

Has there been any news regarding the player's refund?

Hi Rosa,

I've contacted our payment team, and they informed me that the payout will be processed today.

Please wait for the confirmation email.

Best regards,

Springbok Affiliates Team

Good day

I have received my money. Thank you so much to everyone involved.

Regards

Hi all,

Thank you for your replies.

Dear Rosa,

I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter