Springbok Casino Complaints

Withdrawal not received after 7 days

I made a withdrawal of R1250 on 26th July 2026 but it is still showing under review. I tried to contact Customer support but they are not registering my complaint and keep on asking to wait. They keep on updating the review date everyday but not giving any information why payment is delayed. I was told I will receive the payment in 2-3 business days but its been more than 7 days now, I have not received the payment. Can you please help me with this?

Resolved

₹1,250

Formal Complaint Against Springbok Casino

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 >

Resolved

R110,013

Verification process delayed

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.

Resolved

₹745

Stalling payout with too long of a verification process

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.

Resolved

₹850

Casino canceled the first win

Hello . 05/10/2019 I make a deposit. R150. I'm assigned a R225 coupon. maximum output R 1500. by condition of the bonus. I played it successfully. available for conclusion R 900. 10/20/2019 I make a second deposit of R150 I am assigned R 250 + R 1000. maximum output R 2500. I played it successfully. 2500 available for the second coupon. The total amount of R 3400 is available for withdrawal. Request for withdrawal R 3400 winnings from two deposits. I was paid only R 2500, the winnings from the first deposit were debited. My claim is R900.

Resolved

Self exclusion agreement not respected

Hi
I submitted my self exclusion form to Springbok casino January 2018. In the self exclusion form it stated that the account cant be open even if i ask for it to be opened again. I wanted the account to be permanently closed. They couldn't but they can close it for a certain time. I chose 100 years.
The account was closed as a requested! I had/have a gambling problem. The first time i had a relaps and wanted to gamble, the casino open my account witk no question asked and i started gambling again. I lost a lot of money.
My problem is how can they open my account if i had submitted a self exclusion form???
What is the use of the self exclusion then??
I did ask for the casino to provide me with a day to day list of all my deposits and pay outs. They said they cant. I cant believe it. They must have records. I want to see how much i lost in that time. From when i submitted the self exclusion form untill now!!!
I am very angry at the casino. They didnt help me when i wanted to quit.
What can i do?

Unresolved

Declines payment despite acting as per their advice

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.

Resolved

Closed my account after successful verification

I joined Springbok casino on the 21/02/2016. Since then, on the 10 March 2016, while on the chat service I was just told my account was closed for responsible gambling reasons. I was really puzzled. But the reason was because I had closed my gambling account with there sister casino named thunderbolt. Firstly, I was not aware that Springbok Casino and Thunderbolt Casino were related. Furthermore, since 21/02/2016, Springbok Casino had regarded me as VIP customer and my deposits were accepted largely for an amount between R35000 to R40000. They accepted each and every deposit. Furthermore I sent my verification documents on 26/02/2016 and it was confirmed verified by Nick on 28/02/2016 (proof attached). Now almost 2 weeks later they closed my account due to my closure of my account with there sister company. My documents were given quite early so they should have picked up my history with there sister company upon registration and during verification. My documents that I submitted for verification was approved. My verification documents were my ID, marriage documents, proof of address, Credit card authorisation Form, copies of bank cards (proof attached). After receiving so many of my deposits for thousands of rands they then close my account on 10 March 2016. They should have not have allowed me to register in the first place and secondly, during the verification of my account in February, they should have denied and rejected my verification. I now request that every single deposit I made be deposited back to my bank account. If they rejected me weeks later then they should never have used my deposits for financial gain. Please ask.gamblers.com please assist me expediting my complaint. Thank you, Jennitha

Resolved

R35,000

Delayed payment for weeks

I requested withdrawal on 26 December 2015 which has up to today not been paid out. I sent various emails with no reply from anyone and had frequent discussions with consultants whereby payment was confirmed every time. But no payment. When I checked today, I saw that they transferred the money back into my casino account and told me I need to request a withdrawal again! That is very unprofessional and unaccepted! I requested an immediate EFT - but was told it has to be processed and then paid out and I will have to wait again between 2 - 15 days. I have waited since 26 December 2015 - is that not long enough?? Can you PLEASE ASSIST and expedite my payment.

Resolved

No payment in the said timeframe

I have asked for payout but they are stalling the payment. Chatted to them how many times and excuses everytime.

Resolved

R300

False Advertisement on a payment method

The casino "rules" for a CFT is a minimum of R500 and you can only withdraw via this method if you have already used the card to make a deposit which I did. I requested payout via CFT on Sunday and since Sunday I have not received one e-mail to advise that it was declined. I contacted the casino via live chat and talked to Alishia and she told me that the request was declined. I asked her what the reason was as my withdrawal was for R500 and I have deposited via my card a few times in the past weeks. She did not give me a reason why. I told her that I did not receive any e-mails to tell me that. She then told me to use one of the other payment methods. If you use Skrill the cost of withdrawal is almost more than the original withdrawal. They have methods for payout but you can't use it .... this is false advertising! Now after almost a week I still have to wait another 48hrs before they will process this payout request. If they told me that the withdrawal via card was declined then this would have been solved a few days ago. They can change what the do as they wish and we as the players have to accept. This is unacceptable. If they don't have facilities to do payout request they should not advertise that they can do this .... this is misleading and they do anything NOT to pay out any winnings.

Resolved

R235

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

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?

Resolved

R500

Springbok Casino Complaint Stats