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Springbok Casino - Verification process delayed

RESOLVED

Complaint Info

Disputed casino

Springbok Casino

Amount

₹ 745

Posted on December 12, 2021

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.

Posted on December 13, 2021

Dear LeeHenLegacy7,

Congratulations on your winnings!

We contacted the team in charge of account verifications, and they received your documents. However, they request you to send again a picture of you holding your Photo Identification next to your face (not in front or covering your face). Please ensure that the details on your Photo Identification are legible in the picture; otherwise, they won't be able to complete the verification process.

Best regards,

Eli
Springbok Affiliates Team

Posted on December 13, 2021

Hi I have resend a picture of me holding my I'd document thrice already ,just on the 10th of December I have resend ,please see attached the picture that was send .

Posted on December 13, 2021

Hi LeeHenLegacy7,

Thanks for your reply.

Our team received your email on the 10th, but as explained before, the documents were not approved as they don't comply with our policy. Please take one more picture of you holding your Photo Identification next to your face (not in front or covering your face); please also make sure that the details on your Photo Identification are legible in the picture.

Best regards,
Eli
Springbok Affiliates Team

Posted on December 13, 2021

Hi have resend the photos 5 times now please see attached

Posted on December 13, 2021

Hi LeeHenLegacy7,

The team received the email from today. However, in none of the pictures is the ID sharp enough. Please note that our team has to be able to read what is written in your ID.

We kindly ask you to send one more picture where your ID is next to your face and where all the info in it can be clearly read.

Best regards,
Eli
springbok Affiliates Team

Posted on December 14, 2021

Hi I have resend three different pictures of me holding my I'd document ,is there anyway you can update me to what the outcome is of that new pictures I have resended.

AskGamblers
Posted on December 18, 2021

Dear Springbok Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on December 20, 2021

Dear LeeHenLegacy7,

Your documents have been approved, and your account verified. You are free to request your payout anytime.
Please note that our payment team needs 48 business hours for processing.

Best regards,
Eli
springbok Affiliates Team

Posted on December 20, 2021

I received your email, before I choice the option of using Netteller to do my withdrawal I asked one of your customer agents on live chat if I can,the person adviced that I can use Netteller as the eft direct transfer was greyed out and I couldn't use that option,the person then send me information on how about to withdraw however now I am having problems withdrawing my money as when I try and register there is no option to choose South Africa and after sending numerous of emails back and forth I am still getting no response.

Posted on December 21, 2021

Ho I have just received an email from Neteller saying that they not taking any new registration on I need to ask Springbok casino to cancel and reverse the payment back into springbok account