Springbok Casino - Выигрыш игрока был аннулирован.

Can you please help me. I want my winnings

Hello annemariebakker139,

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 your account is already verified and is yes, since when exactly? How many bonuses did you claim in the casino so far? Did you ever claim more than 1 at the same time? When was the last time you speak to the casino and what was it about?

If possible, please forward your deposit, bonus and betting history to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello annemariebakker139,

Could you please also answer to my previously asked question? Unfortunately screenshots are not enough to fully understand your issue.

Hi

Yes my account is verified since January 2023. I did clam more than one bonus. My winnings came from coupons with a min deposit and I made that deposit every time. They said my account balance was R166 when I claimed the bonus but you can't claim a bonus with a balance your balance should be 0. When I put in the withdrawal request they denied it. I got my winnings from coupons with deposit and done the minimum play through amount. I don't understand why they denied my withdrawal request. They emailed me the following day and told me I can't claim the withdrawal.

Hello annemariebakker139,

From the first screenshot provided it seems you are not allowed to claim 2 bonuses at the same time. Unfortunately this is not visible in the other screenshots you provided whether you claimed them at the same time or not. Is it possible to forward the betting history?

Please note that if you really did claim a bonus while an another one was active, the casino had right to void the balance as it is in their terms and conditions.

You can't claim two bonuses at once only one is allowed.

Hello annemariebakker139,

As it would be best to hear what exactly happen from the casino as well, your complaint will be now forwarded to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear annemariebakker139,

I am so sorry to hear your winnings were confiscated. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Springbok Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Springbok Casino,

Could you please state why the player's winnings were void?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi there,

The player claimed two bonuses at the same time, which is why the winnings were confiscated.

Dear Springbok Casino,

Thank you for your response and the information provided.

Could you please provide us with the evidence and send it to my email address stefan.m@casino.guru?

Thank you very much in advance.

Kind regards,

Stefan

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 Stefan, an email will be sent shortly.

Dear Springbok Casino,

I have reviewed the provided document. I cannot see from the screenshot that, at some point, the player has claimed two bonuses simultaneously. And if so, the player shouldn't have the option to claim two bonuses simultaneously. Could you please point out at which point this issue occurred?

Thank you very much in advance.

Kindest regards,

Stefan

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.

Dear annemariebakker139,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Best regards,

Stefan, Casino.Guru