Self exclusion agreement not respected

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 ([email protected]) 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 >

I received a bonus letter in the post on November the 22 of November with a R150 no deposit bonus and withdrawal can only be made once I have reached R750. I played for the week and on the 29th I won about R1500 when pressing the withdrawal R755 was deducted and I only could withdraw R745, then I had a problem with my withdrawal and contacted chat they send me an email whereby need to submit my documents to get verified. I did so immediately days passed and I emailed asking they knowledge they have received my email with no response. I contacted chat and they advised I to wait as they will contact me should my documents be verified. On the 3de December I received an email saying I need to take a selfie with me holding my Id document which I did immediately and again no response a few days later I contacted chat and they said they received my photo I must just wait till they contact me should my documents verify. Its been ten days now and still no respond from the customer service. I don't know who to contact from Springbok casino anymore as I don't get any response back, can you please assist me with getting my winnings. Thank you.

I believe you know the deal. I played at Springbok Casino on 7/17, with a bonus that was emailed to me. I received R850, for having made a qualifying deposit in July. I met the playthru, and proceeded to request a withdraw. I was unable to make the request ; evidently, you must have your documents verified before you can even make a withdraw request. I immediately sent my identification documents.

Per usual, I heard nothing back. I spoke with chat, and sent multiple emails, since; requesting they verify my documents so I can begin the withdraw process. Today, before I went ahead with this complaint, I thought I would give it one last try. The chat agent stated, since I resubmitted documents with my email query, it would be another 3-5 days before my documents could be verified. These are textbook stall tactics. AG, could you please assist in getting my winnings. I can send any documents upon request.