Complaint #67 Springbok Casino

Formal Complaint Against Springbok Casino

By Marjolein R.

7 months ago

Dear AGCCS

I am formally lodging a complaint against Springbok Casino, operated by Quadgreen N.V., licensed under Curaçao Gaming Licence No. 8048/JAZ, regarding the unfair, unreasonable, and ongoing restriction of my lawful winnings and the casino’s failure to reinstate my withdrawal limits as promised.

On 14 August 2025, when attempting to withdraw my winnings of R 140,012.59, I received an error message indicating that my weekly withdrawal limit had been unilaterally reduced to R 3,000 per week. This decision was not communicated to me beforehand. When I contacted Springbok Casino’s support team, I was merely informed that the limit had “been changed,” without any explanation or rationale.

This reduction directly contradicted written and verbal assurances I had previously received:

On 11 August 2025 at 07:55 AM, I received an email from Raphael (vip@springbokcasino.co.za) explicitly stating: “You are welcome to withdraw up to R 25,000 per week.”

On 10 August 2025 at 12:45 PM, during a live-chat session with Shadiese, I asked whether the weekly withdrawal limit would ever decrease, and she confirmed: “The limit should stay the same.”

Copies of this email and chat transcript can be provided.

Because of this arbitrary change, I would have been forced to wait approximately eleven months to receive my full winnings. This is unreasonable, unjust, and inconsistent with the representations made by Springbok Casino staff. Their conduct breaches principles of good faith, fair dealing, and transparent communication expected of a licensed operator.

After I officially lodged a written complaint with Springbok Casino on 1 October 2025, I received a response two weeks later on 14 October 2025 confirming that my withdrawal limits would be reinstated to R 25,000 per week. However, as of 28 October 2025, this reinstatement has still not occurred. I have only been able to withdraw in incraments of R3000 with a to date amount of R110,012.59 remaining as my withdrawable balance.

Since that date, I have followed up with the casino’s support team both via their website and by email almost daily. Their most recent replies claim that a “technical issue” is preventing reinstatement of my limit and that it is being worked on. Yet, after two weeks, there has been no resolution, progress, or transparency.

I therefore respectfully request that the AGCCS investigate whether Springbok Casino (Quadgreen N.V.) has breached its licensing obligations and fair-play principles by:

Arbitrarily altering withdrawal limits without notice or justification.

Misleading customers with contradictory staff assurances.

Failing to honour a written commitment to reinstate the withdrawal limit.

Using an undefined “technical issue” as ongoing grounds for withholding lawful winnings.

I am a South African player, and the National Gambling Board of South Africa has confirmed that Springbok Casino operates without a South African licence. I have also subsequently asked Springbok Casino on several occasions to provide me with their ADR details which they won't adhere to. Additionally, I have also lodged a formal complaint with the Curaçao licensing authority under whose jurisdiction this operator falls.

Please aware that I can supply various documents as supporting evidence via email. I was unable to find the section on this complaint form to upload these documents to.

These include:

Copy of Raphael’s email (11 Aug 2025)

Copy of chat with Shadiese (10 Aug 2025)

Balances of winnings.

Screenshots of withdrawal attempts and system errors (Both pre- and post withdrawal limits were changed indicating that they are still currently not amended).

Emails confirming reinstatement (14 Oct 2025)

As well as follow-up correspondence with support teams (dated from the issuing of the complaint, follow up emails, confirmation of reinstatement of withdrawal balances, emails requesting this be mitigated and the failure to do so. (The most recent of which was yesterday 27 October 2025).

I appreciate your attention to this urgent matter and please ask that you will kindly aid me in seeking a resolution.

Kind regards,

< personal information removed >

Disputed Casino Springbok Casino

Reason Delayed payment

Amount R110012.59

Discussion

AskGamblers

• Support Team

7 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

M99

• South Africa

7 months ago

Dear AGCCS

I have received confirmation that my most recent withdrawal has been successfully processed. I therefore consider the matter resolved and would like to thank all parties involved for their assistance in bringing this issue to a satisfactory conclusion.

AskGamblers

• Support Team

7 months ago

Dear @M99,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Springbok Casino

• Representative

7 months ago

Dear M99,

We understand your frustration and apologize for the inconvenience you’ve experienced throughout this process.

We are glad that you were able to successfully submit your withdrawal request, and we are confident that it will be processed without further issues. Please confirm once you have received the funds so that we can ensure everything has been completed to your satisfaction.

From our side, since the withdrawal request has been successfully submitted and is currently being processed, we consider the technical issue resolved. Nevertheless, we remain available should any further assistance be required.

Best regards,
Springbok Casino

Springbok Casino Complaint Stats

Resolved 10 / 11

Avg. Amount $840

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

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