Springbok Casino - The player's winnings were voided.

I had a no deposit coupon, my wagering amount was 35000.00 and the maximum withdrawel was 500. I di play the wagering thru. And could cashout the 500.but because i dont have a netteller or skrill acount my minimum cashout option is with bankwire that is a minimim withdrawel of 1500. Now i have played until i had 400 left and then only made a deposit of 50.00 i then won up to 5000.00 and now the casino rejected my cashout. I feel that is unfair because i did play the wagering thru. I cannot cashout my 500 and now they only gave me my 50 back which i deposit. I mean what about the 500 that i have won as well with that coupon?? That is acctually my money that i won. I am furious at this stage.

Hello Sonja,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Springbok Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you did try to withdraw your bonus winnings in any form or as the wire transfer was not possible you did not do it at all? When was the last time you spoke to the casino about this issue? Was the deposit already refunded back to you?

Looking forward to your answer.

Regards,

Nick

Hi Nick

As i said i won with the coupon and played my wagering thru. I coupon said max withdraw is 500. I played until i had 400.left then i deposit the 50. I can not withdraw 500 as i dont have a skrill or netteller account. Only bankwire. And min withdraw on that is 1500. So i feel the 500 that i have made is now mine but then i won 5000. So by now i can withdraw with bankwire which i then only tried to withdraw. Which springbok rejected only then my winnings and took everything. Except the 50 which i deposit.

Hello Sonja,

Do I understand it correctly that you have deposited to verify your payment method or was it already verified before?

It was verified before. But i cannot withdraw 500, as you can only withdraw if you have a skrill or netteller account. Where you can withdraw 500. So that is why i have deposit R50. So i can use the eft option to withdraw. Bit the minimum withdraw with bankwire is R1500. So i played and tried to come up to R1500

I mean if i coyld cash out the R500. It is my winnings and i can do whatever i like to do with it. I can play it back if i wanted. But i have deposit the R50 on top of the R500 which was mine. So i won up to R5000. Why can i not cash that out then?

Hello Sonja,

Unfortunately it is prohibited in almost every casino to deposit while you have a bonus ongoing as it is mixing of funds and casino might see it as abuse of the system.

It would be a much different case if the deposit would serve to verify your payment provider but in this case it's a breach of casino terms. In these cases the casino mostly refunds the deposit and nothing more as you have already received it. I'm sorry that it turned out that way but you agreed to the casino terms when registered. Is there anything else we can assist you with?

Dear Sonja,

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

The complaint will be now closed as the player stopped responding.