The casino took this amount away as I used a coupon I was not aware i was breaking any rules

Dear Gilly136,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated?

Lastly, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions. Have you deposited any funds into your account?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hi Petronela

Thank you for your time on this.

Yes I was sent 2 emails as below 1 after the other. When I won the jackpot i sent in all the docs required for account verification which took over 2 weeks as they requested my ID again and then they had a problem with my address it took so long I actually began to think they were looking for reasons not to verifiy. I just didint know I was breaking rules as in the past when a bonus was finished they would ruduce my balance and the remainder would go under the withdrawable amount. I was stupidly under the impression that coupons would not be redeemable if any violation was occurring.

Thank you for your patience regarding your payout request of R 25,000.00 ZAR  via BankWire .

Unfortunately, this payout was denied for the following reason:

Payouts of R 50,000.00 declined, R 25,000.00 approved as one time exception - Customer was advised not to redeem bonuses on top of existing playable balance. Email sent. (did not receive any email warning me not to use the coupons if I had I wouldn't have redemed the coupons)

We thank you for your continued business and are always available if you should have any questions.

Email:[email protected]  

- The Staff at -

34936641 - 9/3/2021 4:03:57 AM

Then this is the 2nd email a minute later

Thank you for your patience regarding your R 50,000.00 withdrawals via Bank wire.

Please note, according to our Terms & Conditions:

24. A promotion cannot be used in conjunction with any other promotional offer or existing account balance. If you happen to redeem bonuses on top of an existing playable balance, any winnings will be voided and original deposit reimbursed in your account. 

Under normal circumstances, all winnings would be voided, however we are willing to make a one time exception in the amount of R 25,000.00 as this is your 1st withdrawal and we want to build a credibility when it comes to payments. We have removed the exceeding funds.

However, please note breaking any of our rules will lead to your winnings being voided in the future.

Should you require any further information or assistance, please feel free to contact us.

Yours sincerely,

Gina

I am not sure exactly which coupon I used that I won as they send so many I won the jackpot on 18/08 at around 11.30am my time as I remember it well as it was very exciting. Looking at my account history I have a couple that I have redeemed after that day again my ignorance. The original coupon was Sparky Spins on the 18/8 then SPINS-W3321 on the 22/8 I then deposited R500 with coupon Lion Monday on the 23/8 not sure as to which coupon I broke the rules with as I said I assumed if coupons where not allowed it would say not redeemable at this time. Sorry I really was not aware I was breaking rules and the main reason I was redeeming was to show my daughter how it works as she thinking at that time to register, I have since told her not to carry on playing. As far as deposits yes I have spent a small fortune over the months and never withdrawn before.

Thank you again I am unsure what else to do I really feel that they are being very underhanded here its heartbreaking I appreciate they have offered the R25000 although this is also marked as under review so not convinced this will be given to me either, but feel its still unfair to not monitor the coupon use in the way they do it feels like they rely on people like me who assume that the casino has this issue covered instead they are trying to entice you into losing your winnings, surely thats not fair play. I have spoken to customer services who just apologise but nothing they can do.

Many Thanks

Gill

Do I understand correctly that you have activated a promotional offer while having an active balance?

Hi Petronela

I think so, not sure what the difference is between promotional offer and coupon but yes my balance was around R100,000ish after I won a Major Jackpot and a Grand Jackpot, which is the amount i wanted to withdraw, as I had never withdrawn before I asked customer services the procedure and they informed me to send the relevant docs in to verify my account, which was a mission on its own between cropped docs, corners of ID not showing and address problems as I said they definitely look for excuses.

Whilst they were busy trying NOT to verify my account I amazingly won another jackpot of R59,000.00ish I believe with the Lion Monday promotion/coupon (it is amazing the difference between wins when its coupons and/or promotions you are playing with and when its your own cash, can't be coincidence it certainly seems like it is rigged to payout much higher amounts when its not your cash!!!) I actually feel bad that I took these jackpots as not only did I not receive the cash but no one else could either, very convenient for the casino seems like jackpots are myths, you may see a jackpot hit but having researched Springbok Casino further (Hello Peter is 1 of numerous websites) at the moment I cant find anyone that has received their full winnings.

I had been in contact with customer services numerous times just to check why the verification process was taking so long so they had many opportunities to inform me that I was in violation by redeeming coupons which of course they send in there multitudes and at no point do they tell you not to use your account once you have a win or warn you when you click on them that redeeming or depositing will void your winnings, just very underhanded. Why put this amount under withdrawable when clearly it is not why is your balance not reduced the first time you are dubbed into redeeming a coupon???

Yesterday I contacted Customer Services as the R25,000 was under the withdrawal in progress to ask them if i do a deposit (which I had no intentions of doing) would that interfere with the withdrawal to which 'Bucky' replied Please do not deposit until a confirmation email as been received that withdrawal is processed. I then asked so what you are telling me is if you win any amount of money you must stop playing until you have withdrawn it, his reply was "That would be a good way"

As you know they had offered me R25,000 of my full winnings of R188,003.94, which surprisingly was in my account this morning. I am not ungrateful as so many other people have received absolutely nothing but lets be honest that doesn't even cover my deposits over the months.

To add insult to injury they have dramatically reduced the coupons/promotions they normally email and/or text and reduced my cash back percentage from 40 to 25 percent, all in all making me feel like some kind of criminal that has lost their privileges for naughty behavior.....really!!! It would be comically if it wasn't so disturbing.

I am not expecting you to have all the answers nor to I expect to receive any more of my winnings from this very dishonest, underhanded, conniving, ect ect Casino but surely these people must be brought to book for their actions. There is so much contradictory information on this Casino many websites say they are licensed and legally many say they are not ,many say they are honest many say they are not. I thought I had covered prior to registration as it seemed from the info I read they were a good online casino legal and trustworthy!!!! I can only assume that perhaps the sites who recommend this Casino are affiliated with them in some way because I am at a lose as to why they promote them otherwise when they are clearly not interested in Fair Play. I really don't want anyone else to be scammed by this Casino and feel that they should be banned as a lot of Rands have left the country with very little hope of return. I may look into the legal aspects of this, as many SA people are not in a position to fall foul of this false hope, and I have a feeling there are a lot more victims out there. I wish I had come across your website prior to signing up to Springbok Casino. I hope others read this and the other numerous complaints out there regarding Springbok Casino before they waste their time & money.

In regards to my complaint, I truly appreciate any help or info you can give me, although, like winning 3 jackpots, miracles are few and far between. Sorry for going on and on but this is just wrong and has to stop.

Many Thanks

Gill

Thank you very much, Gill, for your reply. Could you please forward your game (in Excel format) and bonus histories to [email protected]?

Good Morning Petronela

With pleasure I just have no idea how to do this please advise. I can see account history which shows deposits and coupons but doesn't have any gaming history.

Hi Petronela

Asked customer service now Bucky tells me that only 2 weeks of gaming history can be produced in a report but they only give that if there is a specific issue to investigate as it is time consuming and not usually necessary ??

Thank you very much, Gilly136, for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Petronela for your help

Dear Gilly136,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Springbok Casino to join this conversation.

Dear Springbok Casino team,

Please comment on Gilly136’s complaint and provide the relevant proofs. You can forward the information to my e-mail address [email protected].

Dear Gilly136,

Please be informed that we have been contacted and are currently discussing the issue with the casino representative in a private conversation. I will keep you posted on any news.

Hi Andrej

Sorry for not answering was under the impression it was all finalised as I had received an email from the Casino on the 11/09 saying that their decision is final and to read the T&C. I assumed this was in reply to your contact.

I can send you a copy if you would like. Sorry again for lack of input and thanks again for your effort.

Dear Gilly136,

You can forward any relevant communication with the casino to my e-mail address [email protected].

As you might know, the casino voided a significant portion of your winnings due to a breach of rule 24 from the Promotional Terms and Conditions:

"A promotion cannot be used in conjunction with any other promotional offer or existing account balance. If you happen to redeem bonuses on top of an existing playable balance, any winnings will be voided and original deposit reimbursed in your account. All promotional offers are only available to those players to whom the offer was issued directly by the casino. Promotional offers by email are for the intended recipient only and cannot be transferred."

There is no doubt that you have breached this rule, however, we believe that a policy like this should be enforced at software level (i.e. players should not be able to redeem bonuses they are not eligible for) and since we also don’t see how you gained or could have gained an unfair advantage by breaching this policy, we consider the decision of the casino to be against our Fair Gambling Codex.

We are currently waiting for the casino team to respond to our last e-mail.

Hi Andrej

I have forwarded the email. I agree fully regarding the Casino implementing controls on the software. Although they do say in the email they are unable to do this they however they don’t explain why but rather put the onus on the player. I suspect as there is no reason why, other than the obvious benefits the casino gains from situations like mine.

Again I thank you and your team for all the help.

Kind regards

Gill

Thank you, Gilly136, for forwarding the e-mail. Please be informed that we are still waiting for a response from the casino.

Hi Andrej

I guess there has been no response as yet?

Dear Gilly136,

We have received a response from the casino but unfortunately, it seems that they’re not willing to reconsider their decision in this case.

We’re currently waiting for a response to our last message sent to the casino (to confirm the casino’s standpoint in this case). Therefore, I’m extending the timer by 7 days.

Hi Andrej

Thanks for the update I am obviously very disappointed as many others have been before me. I do appreciate your effort and thank you for the work you guys do. Is there any other course of action you can recommend, other than the legal route which I will continue looking into. In addition is there any information on account control that a casino has that you guys can point me towards. Most of the information on the net tells me that game play is random and that no restrains or manipulation can be placed onto a players account but I have to disagree with this. Any information you can provide would be greatly appreciated. As I have said before fair play is all players want.

Dear Gilly136,

Unfortunately, the casino did not reconsider its decision in this case. As you might know, Springbok Casino is not licensed, therefore, I’m afraid there’s no alternative route I can recommend.

As this issue was directly caused by a policy that we consider to be unfair, this complaint will be closed as ‘Against fair gambling’.

I’m very sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

The casino can reopen this complaint anytime.