Bovada Casino - Refusing to credit deposit amounts reported as 'declined' initially, but turned out to be successful afterwards

RESOLVED
sfgardawg United States
posted on August 28, 2015.

Tried CC 1 - got 'merchant error' tried CC2 - merchant error, tried cc2 again but successful credited for $100. Bonus given on successful charge for $100.

Bank calls me today about odd charges - I call Bovada and they tell me I did this 3 times. We argued until finally she talked to 'deposit team' who agreed they had issue last night. They refunded one of my 100 charges but the 2nd one they won't refund and they won't even provide bonus on that.

i offered that if they fully m watched the 2nd deposit I'd be fine but they only offered me $50 credit. I declined that offer -I didnt even want to spend 200 on this site - so the least they could do for their error is match my deposits.

posted on September 3, 2015.

Hi,

Thank you fro bringing this to our attention. We have asked our player advocacy team to reach out to you via e-mail and telephone. If you would prefer please contact customer service and they will put you in touch with the appropriate department to help you resolve this query.

Thank you,
Bovada Casino
1-888-263-0000
[email protected]

AskGamblers
posted on September 6, 2015.

Dear @sfgardawg,

Any updates regarding your complaint? Thank you.

sfgardawg United States
posted on September 8, 2015.

Player advocacy has not made any attempt to contact me directly phone or email.

I called customer service and they transfer me to security because I have threatened to dispute my transaction. When did my rights to refute an erroneous charge become a threat? I assured him it wasn't a threat, it was a certainty. You can't tell a customer the transaction was not approved then go ahead and take the funds and then process the failed attempts and not send a confirmation email....then when the customer doesn't realize and spends the money say too bad. That's bad business and i'm guessing Visa will not be too happy either. I guess that's why they consider me notifying Visa as a threat.

So Bovada hasn't done anything related to this other than block and tackle. Buyer Beware if you use this Casino!

posted on September 10, 2015.

Hi,

I have followed up with the Security Department and due to the dispute threats that were made on the account, it was referred to be dealt by their department.

From what I gather, there was an issue when you deposited the funds, and the deposits were indeed processed and the funds placed in your accounts, you disputed and raised this issue only after you spent all the funds, and because of this we were unable to refund you as the funds had been spent.

While we would like to help provide some sort of compensation for the issue, we will be unable to refund your deposits as you used/spent them. If you would like to discuss this further you will need to speak to the security department to clear up an outstanding issues on your account.

AskGamblers we ask that you please close this issue, as even though there was a technical error when the player was depositing, the funds were all credited to their account and then they were subsequently spent, had the player informed or contacted us prior to spending the funds we would have been able to facilitate a refund, but because the funds were used/spent, there is not much we can do.

Had the player won, we would have honoured any winnings, so we have to also honour any losses if the funds were spent.

Thank you for your time,
Bovada Casino

sfgardawg United States
posted on September 10, 2015.

What is listed is mostly accurate however as I was playing I did not realize that additional dollars were added nor was any confirmation email or notification sent to me so while I wasn't paying attention $200 is added yes I spent it but you can't sneak money into someone's account then after they spent it say sorry you spent it. Thats deceitful. I dodnt even get deposit confirmations for tbe other 2 deposits. I was told that they only send a deposit confirmation on the first deposit and after future deposits and don't get emails. That seeems very odd to mem. I have opened the claim with visa. You cant tell a customer a transaction is declined then take their money. The fact they hide their merchant name as fake businesses that change rach time llends more credence to the fraudulent types of activities...which is why tbey are so upset im escalating to visa. Heir system svrewed up...they should own thier mistake. I didnt realize the triple booking until my cc company called. Many other sites give 2 or 3x signon bonus so i assumrd i was getting bonus dollars. This will get settled between visa onciously not in this forum..
.but beware of this casino!!!

AskGamblers
posted on September 14, 2015.

Based om submitter's last message, we believe that all 'missing' deposits were in fact credited to player's balance. There could have been some delay, however what player paid for was duly credited to their account.

Now, whether the casino would offer a bonus in return of player's deposits or not is a marketing decision taken by the casino and has never been a matter of this dispute.

Based on the above we consider this case as Resolved.

The complaint is now officially closed.