Springbok Casino – Player Complaints Guidelines

At Springbok Casino, we’re committed to fair and transparent gaming. If you ever feel something isn’t right, this guide will help you understand how to raise a complaint, what to expect from us, and how to escalate the issue if needed.

1. What is a Complaint?

A complaint is when you’re unhappy with something related to our services, games, or decisions - and you’d like us to review or resolve it.

2. How to Submit a Complaint

You can send us a complaint within 6 months of the issue. Complaints submitted after this term may not be accepted.

As a first step, remember that we can always provide you support through our dedicated channel:

  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

However, if you are unhappy and wish to file a Formal Complaint, please complete the official Complaint Submission Form available here and email it to: This email address is being protected from spambots. You need JavaScript enabled to view it.

We’ll only treat your complaint as formal once we receive the completed Form.

The Form must be completed in English.

The Form must be completed in full and include you hand-signature.

3. How we handle your Complaints

Our Complaints Team will manually review your case within the below timeframe:

  • For responsible gaming issues:
    • Acknowledge within 2 business days
    • Aim to resolve within 5 business days

May extend to 2 weeks, or up to 4 weeks if we’re waiting on a response from you

  • For all other issues:
    • Acknowledge within 1 week
    • Aim to resolve within 4 weeks

May extend by up to 4 more weeks, with notice

If we need more information from you, we’ll ask within these timeframes. If you don’t respond in time, we may close the case.

4. Our Final Response

Once we’ve reviewed your case, we’ll send you a final reply which will include a resolution with an explanation.

In some cases before providing you with a final reply we might send you a request for more information (with a deadline).

5. Alternative Dispute Resolution (ADR) and CGA reporting

If you’re unhappy with our final decision, you can request the contact details of our independent ADR provider.

However, in all cases, before using ADR, you must first have completed our internal complaints process. A case can be escalated to ADR only in case:

  • Complaints are worth more than EUR 5,000, or
  • Complaints involve responsible gambling

Be aware that:

  • Once a case is closed by ADR, it cannot be reopened elsewhere
  • If you withdraw from ADR, the case is considered closed
  • ADR outcomes may affect your legal rights – we invite you to check their terms first.

Ultimately, be aware that the CGA does not resolve or make decisions on any individual complaints, but you can report serious issues like malpractice or violations here: www.curacao-authority.org

6. Record Keeping

For your information, we are obliged to keep all complaint records (including unresolved or escalated cases) for at least 5 years, or longer if required. 

Need help or have concerns?
Start by reaching out—we’re here to help make things right.