Self exclusion ignored - springbok casino

umeshd

Banned User - disrepectful PITA
PABnononaccred
Joined
Oct 19, 2017
Location
South africa
Springbok casino complaint: I requested permanent ban from springbok casino however they continued to allow me to deposit resulting in thousands of Rands lost.
I would like to get my deposits refunded as I knew I had a problem and thought the casino would prevent me from losing further.
 

umeshd

Banned User - disrepectful PITA
PABnononaccred
Joined
Oct 19, 2017
Location
South africa
Self exclusion ignored

I had requested permanent ban and self exclusion, however casino allowed me to make further deposits and lose.I then requested again a few weeks later and my email was simply ignored.I know I have a problem that is why I needed help.I need my deposits to be refunded please.
 

Attachments

  • Screenshot_20171019-222714.jpg
    Screenshot_20171019-222714.jpg
    28.2 KB · Views: 326

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
I moved this to the complaints section. You can either discus the matter here, or take this up with us via the PAB service.
 

alexking12k

Experienced Member
Joined
Nov 7, 2013
Location
Los Angeles, CA
I had requested permanent ban and self exclusion, however casino allowed me to make further deposits and lose.I then requested again a few weeks later and my email was simply ignored.I know I have a problem that is why I needed help.I need my deposits to be refunded please.

These people are such crooks, it's sickening!:mad:
 

thesea123

Disabled Account (contact Admin)
Joined
Sep 25, 2017
Location
Earth
I have no knowlege of this casino...

You should seriously concider the PAB service this site offers, I have only used this site a few months but they maybe able to prompt the casino where you cannot.

If not you could go through their complaints procedure including the Central Disputes System they have advertised on their site. They have a link to Curacao licence (who are quite dreadfull) but you could try and refer there?

Don't let yourself get too screwed up by one casino. Put your energy into kicking the gambling habit as an answer to your problems. If you real have a gambling issue even if you were to recover your losses from Springbok you run a high risk of using them again on gambling... It's a nasty adiction.

All the best.
 

alexking12k

Experienced Member
Joined
Nov 7, 2013
Location
Los Angeles, CA
I have no knowlege of this casino...

You should seriously concider the PAB service this site offers, I have only used this site a few months but they maybe able to prompt the casino where you cannot.

If not you could go through their complaints procedure including the Central Disputes System they have advertised on their site. They have a link to Curacao licence (who are quite dreadfull) but you could try and refer there?

Don't let yourself get too screwed up by one casino. Put your energy into kicking the gambling habit as an answer to your problems. If you real have a gambling issue even if you were to recover your losses from Springbok you run a high risk of using them again on gambling... It's a nasty adiction.

All the best.

I agree that going cold turkey with gambling is the best course of action. I lost count how many times I made back all my losses only to give it all back and more.
 

umeshd

Banned User - disrepectful PITA
PABnononaccred
Joined
Oct 19, 2017
Location
South africa
Self exclusion ignored

I have filed a PAB but to date I have received no proper feedback.
In a world where theft and fraud occurs regularly and where perpetrators get away most of the time...I believe you should take a more firm stance against online casino's.
Yes, we choose to play here but it's real money we talking about (our hard earned cash).
I don't mind losing and I know the house wins majority of the time but atleast stick to the rules and regulations.
Casino's should be given a week at max to respond to and resolve queries and should they decide to ignore communication from the regulator...they should be shut down completely.
This is the only way we will have a fair chance of being treated correctly.

IT IS OUR MONEY THAT KEEPS THIS INDUSTRY ALIVE AFTER ALL!!
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
I have filed a PAB but to date I have received no proper feedback....
From us? Really? According to our records you failed to read the PAB instructions (using a hotmail email address), which you finally responded with usable ones. Fine. This was a week and a half ago. You should have figured that your PAB was in progress. If you had read the PAB instructions, you would have seen that these things take time - up to three weeks sometimes depending on the work load.

So don't go acting like we aren't doing anything. That is a load of BS.
 

umeshd

Banned User - disrepectful PITA
PABnononaccred
Joined
Oct 19, 2017
Location
South africa
Self exclusion ignored

All I need is your help sir as I feel helpless in this situation.
I knew I had a problem and needed the casino to self exclude me but they failed to comply.
My apologies for this.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Fwiw that email doesn't ask for a self exclusion, just that you want to close your account. It's not the same thing.
 

umeshd

Banned User - disrepectful PITA
PABnononaccred
Joined
Oct 19, 2017
Location
South africa
Self exclusion ignored

Fwiw that email doesn't ask for a self exclusion, just that you want to close your account. It's not the same thing.

Lol....permanent ban and self exclusion indefinitely is one and the same thing.
If I state that the acc should never be reopened again it simply means exclude indefinitely.
Sigh.....we can get into the technical BS of the wording but let's I shall excuse myself from such a pointless discussion.
 

MaltesePlayer

Experienced Member
Joined
Jun 21, 2017
Location
Neverland
Judging by the way the email is written, I agree with Colin.

Taking it from a CS RG perspective, what you said is what most customers say "I'm losing all my hard earned money". That doesn't strike me as a RG issue, that strikes me as someone that's just unlucky and has a low RTP. Gotta be honest, the perma ban / never let me reopen it argument doesn't hold up unless the website doesn't offer manual self exclusion features and that's the only way to do it.

Personal opinion from someone that works in the field, you're just looking to get your money back for a bad session.
 

umeshd

Banned User - disrepectful PITA
PABnononaccred
Joined
Oct 19, 2017
Location
South africa
Judging by the way the email is written, I agree with Colin.

Taking it from a CS RG perspective, what you said is what most customers say "I'm losing all my hard earned money". That doesn't strike me as a RG issue, that strikes me as someone that's just unlucky and has a low RTP. Gotta be honest, the perma ban / never let me reopen it argument doesn't hold up unless the website doesn't offer manual self exclusion features and that's the only way to do it.

Personal opinion from someone that works in the field, you're just looking to get your money back for a bad session.

My personal opinion, you have nothing better to do than to bash people's comments.
Springbok casino does not have an exclusion button while logging in.
For your information I have sent numerous emails between Aug and Oct for my request to be heard and they simply ignored it.
I think that email was quite clear and that was two months before I filed a PAB.
I was not worried about the cash I lost prior to the email but my acc should have been permanently closed after that email and we would not be in this situation at all....simple as that.
Lol...I cannot believe I am arguing with a .....
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
My personal opinion, you have nothing better to do than to bash people's comments.
Springbok casino does not have an exclusion button while logging in.
For your information I have sent numerous emails between Aug and Oct for my request to be heard and they simply ignored it.
I think that email was quite clear and that was two months before I filed a PAB.
I was not worried about the cash I lost prior to the email but my acc should have been permanently closed after that email and we would not be in this situation at all....simple as that.
Lol...I cannot believe I am arguing with a .....

Arguing with a what? You are pretty close to getting the boot here. You asked for opinions, and opinions you are getting. Just because some folks are telling you what you don't want to hear is not an excuse to post crap like the above.

Did you specifically tell the casino that you had a gambling problem? If you didn't, then there is probably not much luck in finding the casino at fault for not completing the account closure. It may be a sloppy and incompetent way in dealing with customers, but in no way you were in any danger from the casino's point of view. If you had told them "I have a gambling problem - please close my account permanently..." that would be a totally different issue - one that we could pursue.

You have a hard time following instructions. It clearly states in the PAB instructions that we do not accept @hotmail.com accounts. You ignored this. It also states clearly that you are not to discuss your issue in public - and it seems that you are having a problem adhering to this as well.

I am not going to have Max waste his time if you keep being a PITA and continue with this behavior. Chill out please.
 

umeshd

Banned User - disrepectful PITA
PABnononaccred
Joined
Oct 19, 2017
Location
South africa
Self exclusion ignored

Arguing with a what? You are pretty close to getting the boot here. You asked for opinions, and opinions you are getting. Just because some folks are telling you what you don't want to hear is not an excuse to post crap like the above.

Did you specifically tell the casino that you had a gambling problem? If you didn't, then there is probably not much luck in finding the casino at fault for not completing the account closure. It may be a sloppy and incompetent way in dealing with customers, but in no way you were in any danger from the casino's point of view. If you had told them "I have a gambling problem - please close my account permanently..." that would be a totally different issue - one that we could pursue.

You have a hard time following instructions. It clearly states in the PAB instructions that we do not accept @hotmail.com accounts. You ignored this. It also states clearly that you are not to discuss your issue in public - and it seems that you are having a problem adhering to this as well.

I am not going to have Max waste his time if you keep being a PITA and continue with this behavior. Chill out please.

Yes "SIR" I had informed them that I had a gambling problem.
I must say that I find your tone quite appalling.
You are meant to be impartial and I am merely responding to the comments here.
Permanent ban, gambling problem, losing all my money is clear enough.
Why would I request my acc to be permanently closed if I don't have a problem?
I believe this is common sense, which clearly doesn't seem to be the norm here.
 

interlog

Meister Member
webmeister
PABnonaccred
MM
Joined
Mar 29, 2015
Location
London
Fwiw that email doesn't ask for a self exclusion, just that you want to close your account. It's not the same thing.

I am with you. I wrote similar to an accredited casino here (not asking for self exclusion nor saying that I have a gambling problem) after a rage moment.

But that casino is now refusing to reopen the account for another 5 years because of UK gambling regulations.

A lot depends on the casino in question I guess and how safe they want to play it.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Yes "SIR" I had informed them that I had a gambling problem.
I must say that I find your tone quite appalling.
You are meant to be impartial and I am merely responding to the comments here.
Permanent ban, gambling problem, losing all my money is clear enough.
Why would I request my acc to be permanently closed if I don't have a problem?
I believe this is common sense, which clearly doesn't seem to be the norm here.
Appalling? Really? Many folks asked their accounts to be closed because they haven't won enough - they keep losing, not because they have a gambling problem. These are two different things.

We'll inform the casino that you should be banned permanently for gambling problems. And I will request that they review their procedures when dealing with players who asked for their accounts to be closed.

Happy trails to you - and get Gamblock
You do not have permission to view link Log in or register now.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I have filed a PAB but to date I have received no proper feedback. ...

As Bryan said, that's a load of tosh. Emails were sent (and the OP responded) on 23, 25, and 31 October and 03 November. Perhaps he meant "no feedback I wanted to hear". Rather a different thing. :rolleyes:
 

ThePOGG

Meister Member
webmeister
Joined
Feb 17, 2012
Location
UK
Just wanted to add my 2 cents worth here - this individual's also submitted a couple of complaints at ThePOGG. One of them is this one.

While I'm not going to offer any comment as to the legitimacy of the complaints I can say in both cases that the operators had been non-responsive for around 2 1/2 weeks. On the 9th of November the player clearly decided that they'd had enough and sent through an abusive email directed at our service. My response was to immediately close both complaints and ban the user from our service. I'm sympathetic to the frustration the player experiences when an operator aren't responding to us, but this is neither our fault nor will I accept the language or tone used in the player's communication being directed at us in what should be an adult interaction. Subsequently the player went on to make vague threats - "Should you not help me with this...we all know what will happen."

As a side note, as we don't advertise ANY operators to this player's jurisdiction due to the authorities there criminalising the player (rather than the operator or payment processors) we really have nothing to gain in accepting complaints from this jurisdiction, yet we still do......

The irony here is that both operators got back to us on the 10th looking to resolve the issues only to be informed that we're no longer representing this individual.

In summary, CM aren't the only group to have had this type of experience with this individual.

TP
 
Last edited:

alexking12k

Experienced Member
Joined
Nov 7, 2013
Location
Los Angeles, CA
Just wanted to add my 2 cents worth here - this individual's also submitted a couple of complaints at ThePOGG. One of them is this one.

While I'm not going to offer any comment as to the legitimacy of the complaints I can say in both cases that the operators had been non-responsive for around 2 1/2 weeks. On the 9th of November the player clearly decided that they'd had enough and sent through an abusive email directed at our service. My response was to immediately close both complaints and ban the user from our service. I'm sympathetic to the frustration the player experiences when an operator aren't responding to us, but this is neither our fault nor will I accept the language or tone used in the player's communication being directed at us in what should be an adult interaction. Subsequently the player went on to make vague threats - "Should you not help me with this...we all know what will happen."

As a side note, as we don't advertise ANY operators to this player's jurisdiction due to the authorities there criminalising the player (rather than the operator or payment processors) we really have nothing to gain in accepting complaints from this jurisdiction, yet we still do......

The irony here is that both operators got back to us on the 10th looking to resolve the issues only to be informed that we're no longer representing this individual.

In summary, CM aren't the only group to have had this type of experience with this individual.

TP

I personally understand your position and I do agree that problems and issues need to be resolved in a diplomatic and adult manner; however, sometimes it is necessary for a casino to make a judgement call and close a player's account permanently. The player didn't use the words "I need to self exclude" permanently but he did say that he has a problem and needs to stop gambling. I find it irresponsible on the side of the casino to hide behind "interpretations" of what is said in a request where it is obvious that a player needs to be banned permanently. Gambling is a serious disease and I realize that casinos pray on it and depend on it but I feel that a casino should still exercise some responsibility and do the right thing in situations like this one.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
... The player didn't use the words "I need to self exclude" permanently but he did say that he has a problem and needs to stop gambling....

I'm sorry but he did not. He said "close my account ... I am losing all my hard earned money ...". That's not at all the same thing.

If you read it a particular way it COULD be taken to mean "I need to stop" but it could just as easily be taken to mean "I don't like your casino because I lose too much". And therein lies the problem.
 

alexking12k

Experienced Member
Joined
Nov 7, 2013
Location
Los Angeles, CA
I'm sorry but he did not. He said "close my account ... I am losing all my hard earned money ...". That's not at all the same thing.

If you read it a particular way it COULD be taken to mean "I need to stop" but it could just as easily be taken to mean "I don't like your casino because I lose too much". And therein lies the problem.

Of course, no argument there. That's why I mentioned that sometimes the casino should make a judgment call and ban the player from using their services. I feel that a lot of the casinos out there don't care about their players and their addiction problems and are only after all the money they can get out of them. Not cool, if you ask me.
 

ThePOGG

Meister Member
webmeister
Joined
Feb 17, 2012
Location
UK
I personally understand your position and I do agree that problems and issues need to be resolved in a diplomatic and adult manner; however, sometimes it is necessary for a casino to make a judgement call and close a player's account permanently. The player didn't use the words "I need to self exclude" permanently but he did say that he has a problem and needs to stop gambling. I find it irresponsible on the side of the casino to hide behind "interpretations" of what is said in a request where it is obvious that a player needs to be banned permanently. Gambling is a serious disease and I realize that casinos pray on it and depend on it but I feel that a casino should still exercise some responsibility and do the right thing in situations like this one.

Sorry - I'm not sure what that has to do with anything I posted? I stated right at the start that I wasn't commenting on the legitimacy of the complaints. If you're abusive to myself or any member of our team that's where your complaint ends. The complaints *may* be legitimate or they *may* not. We're not hear to take abuse from people who are asking for our help

TP
 
Top