Springbok – Denied My Payout

Ruling

Found for the Player - The operator has failed to demonstrate a breach of terms and has decided to close this players account without payment.

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Player's Complaint

I have been playing at Springbok Casino since December of 2017. On January 27, 2018, I contacted their customer support to confirm whether I can use their coupon codes even if I am from the Philippines and that if I win, I can cash out my winnings. [EDIT] from their chat support, confirmed and said yes, I can play using coupon codes and cash out my winnings and even asked me how much I'd like to deposit. So, since then I have deposited money and used the coupon codes Springbok has regularly sent to my email. Their system allowed me to use the coupon codes without problems. I deposited a total of 10 times. But recently, After making a deposit, I used one of the coupon codes they sent thru my email and I had a big win. The code allowed me to play with R1,000 and if I wager to R60,000, I can win up to R2,500. I had a big win so after I waged R60,000, I was left with about R7,000 but the max I could win was only R2,500. I tried to cash it out but now they have declined it with a reason Bonus Excluded Country. I am currently disputing this with [EDIT] from Springbok's finance department but I have a feeling they will just ignore my explanation. I honestly feel scammed. If all the coupon codes are invalid for me being from the Philippines, their system SHOULD HAVE NEVER allowed me to use them in the first place! As I have tried some coupons on their site which appeared as invalid since I am form the Philippines. But there are other coupon codes which their system allowed me to use. Now, if they will not pay me my winnings, I would like to get a FULL REFUND of EVERYTHING I HAVE DEPOSITED IN THEIR ONLINE CASINO. Please kindly help me in getting my winnings or at least all the money I deposited to them back. Thank you.

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8 Responses

ThePOGG

Mar 09, 2018

Hi domfran36 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Apr 04, 2018

Hi domfran36,

I've spoken to the operator about your issue. Apparently you've claimed 2 No Deposit Bonuses in a row. If this is the case I'm afraid there's nothing we can do to help you as this is clearly prohibited in terms and conditions.

IF you do not believe that this is true I need you to forward a screen shot of your account history to complaints@thepogg.com and we'll review.

Thanks,

ThePOGG

Apr 11, 2018

Hi domfran36,

If we've not heard from you by Friday the 20th of April I'll assume the above is correct and close this complaint.

Thanks,

ThePOGG

domfran36

Apr 25, 2018

You did not help me at all. This website seems to be a scam just like Springbok!!!

ThePOGG

Apr 27, 2018

Hi domfran36,

This complaint was actually closed in error as you had sent through the appropriate screenshot, but didn't update your complaint report say that meaning that your email was missed.

However, you could simply have pointed that out in a reasonable and mature fashion. If you make objectionable posts about our brand again I will permanently close this complaint regardless of any other factors.

I will pick this up again with the operator.

ThePOGG

domfran36

Apr 27, 2018

I apologize for my objectionable post. While I do sincerely appreciate your help, I sent you the screenshot three times and not once did I get any email acknowledgement that you got it. Then I saw the case as closed. So pardon me but any reasonable person would react negatively, don't you think?

While I am still hopeful that I will get my winnings, at this point, I am more excited to hear the next lie that Springbok will tell you. So please, do kindly update me. And again, apologies for reacting negatively.

ThePOGG

May 03, 2018

Hi domfran36,

While I understand frustration, a simple question would have got you the answers you needed.

The situation is as follows - Springbok have apparently decided they no longer want you as a customer. They are within their rights to do that. However, this does not invalidate your historic play and the bonus term they are using to void the relevant play is non-valid. We have pointed this out to them and received no further response. I will revert if/when they do.

Thanks,

ThePOGG

May 21, 2018

Hi domfran36,

At this stage I think it can be fairly concluded that Sprinkbok casino do not intend to offer any further comment on this issue.

Sorry we couldn't be of further help with this case.

ThePOGG