Springbok Casino - 플레이어 상금의 인출이 지연되었습니다.

Please note my previous complaint I inadvertently selected Silversands Casino This is incorrect, please ignore that complaint this is for Springbok casino, Please see my mail addressed to [email protected], Apologies for any inconvenience caused.

3k withdrawal limit

1:33 PM (0 minutes ago)

to help

Good day,

I urgently need clarity on why I can not withdraw 10kwinnings,I amgetting a message stating please reduce the withdrawal limit to3k to stay within the global weekly limit.

I had a very long chat wiht your agent Leah, Please also check this chat for confirmation on what I am requesting..

So from this chat I was informed the following;

There is a payout limit of 25k weekly. This in itself is not a problem, Please advise when the next payout cycle is open for me to request the full withdrawal,( Also if the limit is 25k which my last payout was for, How can I know request 3k withdrawal?) I do play at other online casino's and when I reach a weekly withdrawal limit, It simply goes to the next week's payout cycle. Yet your agent could not see to inform me when this weekly limit is renewed meaning a new week with a new week 25k withdrawal limit, Rather I was told that I need to withdraw 10k over the next 4 weeks? I would think this a fairly simple request, Take the date my last payout was processed add 7 working days and theirs your next date at which I can request a full new withdrawal.

Furthermore I was told that Management has made changes to my account after review and they are responsible for the 3k withdrawal limit, but I could not get a contact or person for Management, I was also told that my account does not have a host? Whereas I previously has a VIP host?In closure, your weekly payout limits should not prevent your Punter from cashing out whatever amount they want in the allowed cashout buckets.

This is completely unacceptable? Please advise urgently when I can request the full withdrawal vs 10k over 4 weeks, as the 10k is now laying in my casino players account.

Regards

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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Stay safe.

Please see further communication in this regard, Please note this is a delayed payment issue where casino Management has set a withdrawal limit on my personal account of 3k a week? Not informed only came to realise when I requested the 10k withdrawal.

Dear Joan,

Thank you for making Springbok your gaming choice!

After thoroughly checking the account and the matter that you are referring to, I can let you know the following.

First of all, we totally understand your frustration. Positive thinking always helps.

In regard to the weekly payout limit, I can let you know that this has been set by the casino Management and at this moment will remain the same.

The more you play, the more chances you have for the account to get back to the previous state.

Note that the account is being reviewed on a weekly basis but at the moment we do not have an exact time frame as in when the limit will not be active anymore.

We invite you to come and Chat with us to find out our hottest games!

Should you require any further information or assistance, please feel free to contact us anytime.

Enjoy playing in the Casino!

Best regards,

Liam

Hi Liam,

Thank you for your reply,

You mention the more you play the sooner your account will be reinstated to its previous state, 

One of the key Punter considerations are withdrawal processing and speeding ss,

I most definitely will not play more until this withdrawal has been processed in full,

Yes I may be leading the house currently, but limiting my withdrawal amounts for my personal account not the 25k a week global limit, is a direct attempt to entice me to play my winnings, this is not conducive to a trusting relationship with yourselves as it is my choice on what I decide to play or not.

Obviously you don't like winners, I have also lost my VIP host, so in short, Why would I make any further deposits after I have withdrawn the current winnings if the conditions are that Management has the right to change withdraw limits when they see fit? But me as the Punter when making a deposit is not aware that you have set limits on my personal account? Imagine I won a large amount, How long this payout at a limit of 3k a week would take.

It is not as if I have not lost my fair share as well

I will request 3 k a week until my 10k withdrawal is done, where after I will decide to play again or not,

I refer Winners know when to stop, You obviously want me to play my winnings to reinstate my account, not good practice might I add

Regards

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika