Springbok Casino - Bonusové výhry hráče byly omezeny.

Referring to Springbok Casino, s Email dated 8th March 2022 below. 

I did play with a 75 spin bonus coupon F-322. 

After my free spins I've played several hours and on a bet of R2,50 I've won R3000 on 1 spin. I played a while after that and suddenly R3000 was gone from my available funds. My credits showed +-R330. I played till the next day and with that money that took me up and down for hours I won on several bets with a total of R2700 that I've cashed out. 

Below springbok casino state that the code F-322 max cash out are R500 that I understand and that's why I understand that the R3000 was taken. But taking again my R2700 are unfair. 

Please investigate this complaint. 

Springbok, s email:

Thank you for your patience regarding your payout request of R 2,700.00 ZAR via BankWire .

Unfortunately, this payout was denied for the following reason:

Max cash out from bonus F-322 is R500.00. Exceeding funds deducted

We thank you for your continued business and are always available if you should have any questions

Dear Wanda72,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that all bonus rules apply as long as the bonus is active. The bonus is still active while meeting the wagering requirements. Some casinos cancel the bonus only after a withdrawal has been made.

This means, that as soon as the wagering requirements have been completed your winnings became withdrawable. However, they don’t turn into real money, au contraire, they still carry maximum cash out. For future references, my advice would be to withdraw your Free bonus winnings as soon as they become withdrawable and do not accumulate any more winnings or deposit additional funds into your account.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. If there is anything else, I could do for you, please do not hesitate to contact me, otherwise, I will be forced to reject your complaint as unjustified. Thank you for your understanding.

Best regards, 

Kristina

Dear Wanda72,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.