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Springbok Casino - Declines payment despite acting as per their advice

Complaint Info
Disputed casino Springbok Casino
Reason Declined payment
Niki93 South Africa Message
Posted on December 2, 2018

Good day. So this is what happened. I got a R500 bonus on 16 November 2018 from springbok casino as I had previously deposited and played on their casino. I then loaded my bonus and started playing. I realised that I couldnt withdraw the money and then sent an email to there customer care. This is the response I got : Dear Nikita,

Thank you for making Springbok your gaming choice!

Thank you so much for your message.

I just checked your account.

I can see that you redeem a coupon. After enjoying your free bonus, I advice you to make a deposit. You are only allowed to use 2 free bonuses after your last deposit.

Before requesting a withdrawal, you need to finish the playthrough.

Playthrough is the amount you need to wager, before you can withdraw winnings. The total amount of bets you make must add up to the playthrough, it does not matter if you win or lose on the bet.

You can check playthrough in the cashier section of the casino, when you click on your balance. In this moment your playthrough is R19,392.00.

I hope you understand now,

I completed the playthrough and then as advised by the email above I then loaded money onto my account to claim another bonus. However I played the deposit as well as the deposit out and was left with the original amount that I had built up before depositing and claiming the second bonus.

I then requested the withdraw of R1500 and was rejected due to the fact that I had loaded an amount on my account and claimed another bonus. However this is in contradiction to the email above where I was advised to make a deposit and that I would be able to claim 2 bonuses.

Posted on December 3, 2018

Dear Nikita,

We have reviewed your account and we could observe that you were mixing all kind of bonuses. You started with a free bonus with a max cash out, then you redeemed comp points on top of it and then you made a deposit and redeemed a deposit coupon and all this on top of your winnings coming from a free bonus.

Please note that you are not allowed to mix coupons as they have different parameters, for example, free coupons have a maximum cash out, deposit bonuses and comp points don't. The play-through may also vary depending on what you are using, therefore, we recommend our players to withdraw winnings as soon as possible, before making deposits or redeeming other coupons in order to void confusions and to be clear from were the winnings are coming from.

Unfortunately, your pay-out has been denied as you have not upheld the below-mentioned rule:
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. Please note that you agreed to our T&C at the moment of the registration.

The pay-out has been denied and your winnings and bonus voided. However, we have credited your deposits of R 150,00 in total back to your account. So that you can try your luck again.

Thanks for your understanding.
Springbok Affiliates Team

Posted on December 6, 2018

Dear @Niki93,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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