Define the event and deadline
Identify the first disputed decision, transaction or failure and record its date, amount, account reference and six-month submission deadline. Keep later support conversations in the timeline without replacing the original event date.
State one requested remedy: payment, correction, explanation, account record or reversal. A complaint that asks for several incompatible outcomes is harder to resolve.
- Issue date and deadline
- Transaction or case IDs
- Relevant term version
- Specific requested remedy
Attach evidence in a readable order
Include the account history, withdrawal or bonus record, verification confirmations and support transcripts that directly support the disputed point. Use an index and stable filenames instead of pasting dozens of screenshots into the message body.
Redact unrelated personal data while leaving dates, amounts and identifiers needed to follow the case. Keep original files unchanged in a separate archive.
Track internal and external escalation
Submit through the official complaint form or confirmed address and save delivery proof. Record acknowledgment, response deadline, final decision and any reference supplied for external escalation.
Before using ADR or another body, read its scope and effect on legal rights as the policy advises. Do not claim a final outcome until a dated decision exists.
Questions players ask
What submission window does Springbok publish?
Its player-complaints policy describes a six-month window from the issue.
What should a complaint request?
State one clear remedy supported by account, transaction and terms evidence.
Should I preserve original documents?
Yes. Submit indexed copies and keep originals unchanged.
Last reviewed: 10 August 2026