Springbok Casino - A big joke or simply confiscating money without a valid reason?

RESOLVED
hajnrih Macedonia
posted on November 14, 2014.

I am a depositor here. I have played with no deposit bonuses. In September I took the no deposit code Beaver and wagered it. After my documents were approved first I was told I could withdraw 500 rands I think, the next day I was told my country or any other country outside Africa wasn't eligible for bonuses. I accepted that. Today I asked the same questions. Here is a copy of the live chat

Please wait for a site operator to respond.
You are now chatting with 'Morgan'
Morgan: Welcome to our live chat service. My name is Morgan how may I assist you today?
hajnrih: hi
Morgan: Hello.
hajnrih: are countries outside africa eligible for no deposit bonuses and free spins bonuses?
Morgan: I can certainly check on that for you.
Morgan: Please hold for 2 minutes while I look into your query.
Morgan: After review of the account, your country is not excluded from play in the casino.
hajnrih: from play yes
hajnrih: but
hajnrih: if i take a no deposit bonus
hajnrih: and wager it
Morgan: Neither are they excluded from bonuses.
hajnrih: will I be able to withdraw?
Morgan: Once you have completed the requirements for the bonus, and you have enough withdrawable funds you can request your payout.
hajnrih: ok
hajnrih: so
hajnrih: if you take a look in my account
hajnrih: you will see that I am a depositor here
hajnrih: i redeemed the coupon beaver
hajnrih: 9/1/2014
hajnrih: and i wagered it
hajnrih: i requested for withdrawal
hajnrih: at first i was told i could withdraw
hajnrih: the next day i was told that my country wasnt eligible for no deposit bonuses
hajnrih: why was that
Morgan: This decision was made by management.
hajnrih: ok
Morgan: May I assist you with anything else today?
hajnrih: so this puts me in a very strange situation
hajnrih: what are the exact terms and conditions of teh casino
hajnrih: for players from my country
Morgan: I can certainly check on that for you.
Morgan: Please hold for 2 minutes while I look into your query.
Morgan: Thank you for holding.
Morgan: After review of the account, players from your country are eligible to play freely and redeem bonuses in the casino. For your convenience here is a link to our Terms and Conditions page: http:/­/ww­w.s­pri­ngb­okc­asi­no.c­o.z­a/­ter­ms-­and­-co­ndi­tions.
hajnrih: ok
hajnrih: so are they able to withdraw if they wager a no deposit bonus>?
Morgan: Yes, but please note non-deposit bonuses can vary from time to time. We do recommend checking the rules stated along with the bonuses you will be providing.
hajnrih: do rules change for eligible countries?
Morgan: No, once a country is eligible to receive bonuses the rules will not change.
hajnrih: so why want I allowed to withdraw?
hajnrih: wasnt*
Morgan: This was a decision made by management.
hajnrih: the reason in the mail was that my country wasnt eligible for withdraw from no deposit bonuses
hajnrih: because we confirmed that that isnt the case
hajnrih: what is the other reason
hajnrih: I would like an explanation
Morgan: The decision in regards to that bonus was made by management.
hajnrih: and how do i get an explanation what the decision was?
Morgan: We do recommend sending an email with your query so that we may have the relevant department look into the matter.
hajnrih: it's not about the money
hajnrih: the money was nothing
hajnrih: 500 rands I think
hajnrih: but this is nonsence
Morgan: We are sorry you feel this way. We do recommend sending an email with your query so that we may have the relevant department look into the matter.
It's a JOKE. It's not about the money. I spent more on a night out, but this is complete nonsense. Do T&C change when the casino feels like it?

AskGamblers
posted on November 18, 2014.

Dear @hajnrih,
Any update considering your complaint? Thank you.

hajnrih Macedonia
posted on November 18, 2014.

Nope :) Nothing yet and I don't expect to see an answer.

posted on November 18, 2014.

Dear hajnrih,

Thank you for your your useful post.

Please be so kind to send us the username of your player account for further investigation:
[email protected] Thank you!

Kindest regards,
Springbok Casino Affiliate Team

hajnrih Macedonia
posted on November 18, 2014.

It's Hajnrih the same as here.

hajnrih Macedonia
posted on November 18, 2014.

It's Hajnrih the same as here.

posted on November 18, 2014.

Hello Hajnrih,
We apologize for the misinformation provided with regards to your payout limitations query from a free bonus, which in this case was legitimate.
Please note that I have credited your Springbok casino account with a complimentary chip for your enjoyment. General Terms & Conditions apply.
Kind regards,
Rachael
Springbok Casino Support

hajnrih Macedonia
posted on November 18, 2014.

200 rands with a 60 x wager is ok, but what about my payment which you say is legitimate?

posted on November 21, 2014.

Hello Hajnrih,

Please note that there was no payout ever requested or voided; also since the winnings were played down, we will be unable to extend any payout on that basis.

Kind regards,
Springbok Casino Support

hajnrih Macedonia
posted on November 21, 2014.

And here we go again. There was a withdrawal request and my winnings were not played they were voided. Here is the mail I got as an explanation

Dear Dejvid,
Thank you for contacting Springbok Customer Support Team.
By creating an account at our Casino you have agreed that you have read and understood our General Terms and Condition. My sincere apologize but unfortunately your winnings from a bonus had to be voided.
According to our Terms and Conditions:
24. Only accounts from the following countries will be allowed to redeem a bonus: South Africa, Namibia, Swaziland, Lesotho and Mozambique.
Dejvid, should you require any further information or assistance, please feel free to contact us at the below-mentioned telephone numbers and/or e-mail address.
Enjoy playing in the casino!

Yours Sincerely,

Nina
Casino Support
Toll Free: 800-571-7009
Regular number: 678-349-0095

posted on November 21, 2014.

Hello Hajnrih,

Your balance was as high as R700 after your bonus was redeemed on 1st September and then dwindled to R145 and then lost all on 2nd September.
During this time a total of 3,857 games were played and in the end the player lost.

We refer to our previous post: There was no payout ever requested or voided; also since the winnings were played down, we will be unable to extend any payout on that basis.

Kind regards,
Springbok Casino Support

hajnrih Macedonia
posted on November 21, 2014.

I just went through my mail, and maybe you are right I don't remember exactly. When my balance was up to 700 rands I asked if I can withdraw that amount. Here is the mail I sent.

On 02/09/2014 00:24,
Hi,
I used the code Beaver for the 15 free spins and managed to get my balance to 700 rands. Can I withdraw that amount? Do I need to make another deposit?
if i can can you please tell me which documents to send to verify my account because i have already made deposits here via Neteller. My user name with your casino is hajnrih.

thanks in advance
So my bonus was wagered and 700 in my balance. I think i also contacted live chat and was told i could withdraw my winnings.
this is the answer I got on that mail.

On Tuesday, September 2, 2014 9:48 AM, "[email protected]" wrote:


Dear Dejvid,
Thank you for contacting Springbok Customer Support Team.
By creating an account at our Casino you have agreed that you have read and understood our General Terms and Condition. My sincere apologize but unfortunately your winnings from a bonus had to be voided.
According to our Terms and Conditions:
24. Only accounts from the following countries will be allowed to redeem a bonus: South Africa, Namibia, Swaziland, Lesotho and Mozambique.
Dejvid, should you require any further information or assistance, please feel free to contact us at the below-mentioned telephone numbers and/or e-mail address.
Enjoy playing in the casino!

Yours Sincerely,

Nina
Casino Support
Toll Free: 800-571-7009
Regular number: 678-349-0095

I am still sure i made a withdrawal request because I sent the required documents and my account was then verified.
Even if that's not the case and i did play away my winnings as you say, the max cashout from the bonus was 500 rands and my balance was up to 700, no one in the right mind would play anything away under the max amount he has to withdraw.
Your answer was the main and only reason why all of this happened. You said that my bonus query was legitimate. At the time I had 700 on my balance I got an answer that it was not. Your support agents unintentionally or deliberately gave me a wrong answer on my query as a player here leading to this complaint now. I feel that as a depositor here my rights in this casino were violated by your employees and again I request that you payout my 500 max cashout winnings regardless if i asked for a withdrawal or not. I will continue to play here regardless of the outcome from this complaint but i ask for moral satisfaction in the form of my payout because of your mistakes.
I won't write anything else and i consider this complaint resolved no matter the outcome.

AskGamblers
posted on November 25, 2014.

We consider this case as solved. Player received a complimentary bonus in return of being misinformed by the casino support agents, although there's isn't an evidence that he requested a withdrawal at all. However, we would like to remind the casino management that it is of extreme importance to keep their support representatives in awareness of the specific terms, associated with all ongoing casino promotions and campaigns so that such unpleasant situations would never occur again.