Springbok Casino Support and Complaints Thread

Hi All,

James here, the Casino Representative for Springbok Casino. It's great to be here on LCB forum! Please feel free to write me here if you need Assistance. I will be happy to help!

Welcome to LCB forum James! Thank you for being available to assist our memers! 

Hi James, welcome to LCB forum! 

Welcome to LCB community James, we are glad to have you here.

Hi Springbok,

Welcome to our forum. Thanks for joining us. 

Hi James, welcome to LCB Forum 

Hi James,

Welcome to the forum.

Question:

Do players from countries other than South Africa--and a few other African countries near South Africa--not qualify for payouts on winnings won at Springbok Casino from wagering with casino bonuses offered by Springbok? 

To put it simply: do bonuses not count for players who are not from these few African countries? Will their winnings be null and void when they request a withdrawal on bonus winnings?

Thanks in advance for your response

Hello.

I am from South African and I believe anyone can cashout from bonus winnings.

Normally the term you are talking about is that players from certain countries cannot cashout from freebies/no deposit bonuses by the Casino.

I know of other casinos that do this as well.

So I think you can claim bonus and cashout, but might be restricted from cashing out on "No Deposit bonus"...

Thanks for that, but I would still like to hear the response of the Casino Representative, James. 

Hi Vanenhox,

This information is stated in the terms and conditions. The countries mentioned can cash out from free bonuses and deposit match bonuses once the Terms and Conditions are not violated.

 24. Only accounts from the following countries will be allowed to redeem a bonus: South Africa, Namibia, Swaziland, Lesotho and Mozambique.

James

I officially closed my springbok account today after registering when they first opened, around 2013. The reason being I can’t even use the deposit bonus code which is a regular deposit bonus code given at the start of every month for ALL players, never mind the free spins bonus code. I deposit at springbok at least 5 times a week and spend thousands of rands in this casino. It is ridiculous! Plus they always seem to change my available free bonuses after I make withdrawals. Then they change the rules as to what I am allowed to claim. I don’t think that is fair at all. Their apparent reason is to encourage the players that don’t get wins to play more? What? Plus they don’t even care that they have lost a very valuable player! I’m so furious about it!

Sorry to hear that, tarynchristiane. If you provide us with your casino username we can get in touch with the casino rep and ask to look into your account again. 

Hi tarynchristiane, 

Player accounts are reviewed on a regular basis taking into consideration your account's activity.   That review determines your eligibility to use bonuses.

I can confirm that you've enjoyed a wide range of bonuses from the casino, as recent as 1 January 2019.  Rest assured that your account has in the past and can continue to enjoy bonuses should you wish to reopen it. 

I invite you to take a look at our Terms and Conditions for further information.

James

I could use your help James. Why does Springbok refuse to communicate with me about my with withdraw that has been pending for a month now. My usermame is Ellef99

We're going to notify the casino rep. Keep you posted. 

Hi james...i need asistance on my lcb codes that dont wna redeem.what do i need to do

Please private message me your casino username and tell me what codes you are referring to. 

Hi Raymor,

We received your account details and notified the casino rep. We'll keep you posted. 

Hi Raymor,

Here's the reply:

The player is an existing player already associated to another affiliate , this could be why they are not eligible.

Hi

Ive been playing on Springbok Casino for some time now. Ive made several deposits. Ive been trying to get my account verified for the past month, in order to withdraw my winnings. Ive lost my ID card, I went to home affairs and got an official temporay Id, my ID card will take up to 8-12 weeks. Ive send my temporary ID (Official document accepted in all banks etc) Ivr also send my Drivers lisence card. Now they refuse to accept my ID document. After several deposits I cant withdraw my winnings. My user name Tzaneen

Hi Tzaneen,

You need to provide valid ID card so they can verify your account. We'll still notify the casino and see if something can be done. 

Hi

Ive emailed my id document to you. 

As well as screenshoy of an email from Sringbok 7 days ago, stating they will verify my account. Please let me know as soon as you have an update for me

Hi,
No response? No update?
Just ignoring me like Springbok does.
This is unbelievable, After several deposits, there is nothing I can do to withdraw my winnings.
And when I get my ID card after 8-12 weeks, Springbok will tell my my to time to withdraw expired.

Hi Tzaneen,

We are still waiting for the casino rep's reply. We'll try to reach them again. 

Thank you for your response.

At least you do respond, Springbok is just ignoring me. After so many emails and phone calls. Each week is the same story. Please resend, resend, resend, and after five weeks.. Verification declined 

And that is after the phone call and email they send me stating my account will be verified in full. If I was only playing on a freebie or welcome bonus, I would have undetstand. But I made several deposits, and again I ask the question :

WHY did they gladly accept all my deposits, just believe and trust who I am, but now that I want to withdraw, they just refuse to accept my OFFICIAL VALID ID certificate 

I think you can understand my frustration, 

Finally reply received from Springbok, 

Same old story, please re-submit documents. (Photo holding your ID) 

Which I did mail to them, about ten days ago. 

But I did mail it again now. 

Photo of me holding my ID document 

Photo of me holding my drivers lisence card, which have my signature and finger print on. 

Now I know,, five days from now, (today is tuesday) so it will take longer than five days. Next week this time, I will receive an email stating my account can not be verified, with some stupid reason. This is an endless never ending process. 

And besides all of this, I love their games and bonusses, I really hope this can come to an end now, so I can get my winnings and deposit again and keep on playing. If not, I will just asume this is not a legit casino, close my account then, and just move on

I will hold thumbs for a positive outcome

Please keep us posted. Hope it will be okay this time. 

Will do, thank you for your assistance 

Hi Tzaneen,

We've heard from the casino rep and they advised us that they are looking into your complaint. We'll let you know as soon as we get more info. 

Thank you so much for the update

I really appreciate your effort and response 

Hi Tzaneen,

We received the info from the rep regarding your case:

The account cannot be verified until she sends a copy of her passport. she lost her ID card and sent some other document issued by the government but we cannot accept this, nor a driving license. She needs to send a copy of the passport and the picture holding it. She will receive an email as well.

Please send what the casino requires and your account will be verified. 

Hi

I will send my ID card to the casino as soon as I receive it. 

I will continue to play at Springbok once verification and withdrawal is completed. 

Thank you for your assistance 

Hi

I finally received my ID Card

Send first picture of me holding my ID Card last week Friday

I've resend it about 5 times over and over, not clear,, blah blah blah

Today they told me via telephone, I will only get an outcome on account verification Monday or sometime next week. 

Needles to say,, 10 weeks since this process started.

Another lady from Springbok told me on Tuesday via telephone there is 100's of people trying to verify their account, I must just understand and wait.

But again my question,, Deposits is accepted immediately, no problem at all.

And after several deposits,, I must struggle like this.

I really like their games and bonuses, as long as you don't want to withdrawn, then it's only dissapointed 

Thanks for your feedback, Tzaneen.

The casino verification process can sometimes take longer. Hope everything will be okay this time. Please keep us posted. 

Hi

Will do, I hope they don't this this long with my pay out

Hi

My account have been verified, and withdrawal request submitted

Great. Thanks for letting us know. 

Dirty casino, causing a lot of difficulties for players, too dirty casino

Hello ptruong2811,

Do you have a specific complaint for Springbok Casino? If so, please do let us know, maybe we can help. 

springbok dirty casino makes it very difficult to withdraw money, people can only deposit and never withdraw. they cause stagnation and you won't be able to withdraw your money.dirty casino

Hello ptruong2811,

If you are having difficulties with your withdrawal, please send me your casino username to private message inbox and we'll get in touch with the Casino Representative.

Springbok dirty casino, causing a lot of difficulties for withdrawing money, easy deposit and you will never be able to withdraw money from casinos

Hello ptruong2811,

If you have an issue with your withdrawal, please private message me your casino username.

This was my complaint that i logged with central dispute on 7 june 2022 and up until now i have not heard anything 😔

I deposited R30 on sunday 5 June 2022. And withdraw R21000 from that. When i went into the casino on 7 june it still showed requested, not even under review. I  thought let me play the R250 coupon that you get monthly for depositing so i played that. About 10 minutes later got an email from springbok stating that my withdrawel has been cancelled. The reason for this is because i played that free coupon. How the hell can that be?? Like i said the status still showed requested. I did log a complaint with central dispute but more than 2 months and still no reply or nothing. Springbok just waited for me to make a mistake. I love playing at springbok casino but this was really a very bad experience. After that i also won money at thunderbolt over a weekend and the monday it showed under review. Why did springbok take so long to review my withdrawel?? Highly upset still about this.

Hello RochelleKleynhans101, 

Sorry to hear about your experience. We can definitely escalate your issue. However, we would need your Springbok Casino username. Please send us this information in private message. Thank you. 

Hello RochelleKleynhans101, 

We received your Casino Username via private message and have contacted Casino Representative regarding your complaint. Keep you posted on this forum thread once we hear back.

Hello RochelleKleynhans101, 

We received a response from Casino Rep. Here is what they said:

"Unfortunately for the player, the payout for R21,000.00 via bank wire has been denied. The reason for such a decision is that the player did not uphold rule 27 of the T&C:

Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings.

The player redeemed a coupon code on top of his winnings, thus breaking the rule stated above. Please note that we have credited back his deposit and wish him the best of luck.

Please note that although offers are available, it is the player's responsibility to ensure that they enjoy these offers in keeping with the terms and conditions. In events where they are unsure, they may reach out to support for clarification."

Not the result you were looking for. Seems as though Casino Rep is not interested in understanding your situation. What else can we say then to take this as a lesson learned and please be careful next time when cashing out to not claim any bonuses. Your originally deposited funds have been returned though. 

SPRINGBOK CASINO 

DO NOT WASTE YOUR TIME HERE. 

I ALSO WON 1 TIME. 

CASHED OUT AND ALL BONUSES AND FREE SPINS WHERE TAKEN AWAY. 

WHEN I ASKED WHY THEY KEPT TELLING ME TO DEPOSIT AND THEY WILL REVIEW MY ACCOUNT. 

ABSOLUTE NONSENSE. 

THEY JUST TAKE EVERY CENT YOU DEPOSIT. 

SO BAD THAT YOU ACTUALLY NEVER WIN. 

STAY AWAY GUYS. 

Hi Terrence16,

I'm sorry to hear about your recent experience. Can you please private message me your username so I can investigate the situation, and if possible assist?