Complaint #109
Bovada Casino
Account disabled for two months with no information at all
10 years ago
I signed up to play at Bovada spring of this year. My game is craps (and the occasional blackjack or roulette, but very rare) and I made several deposits to play. I won some and lost some, but in June and July I won some good amounts of money (cir. $12,000). I made three withdrawals in the amount of $3,000 each time and they were all paid. I continued to play craps and made even more money, but in early August (6th) I was sent an email notifying that my account has been suspended pending an investigation into suspicious activities. The only thing I'm told is that it has something to do with a casino game that I was playing. Since I played craps mainly it seems like this is the game that is being investigated.
I was asked to send in paperwork to confirm my identity and the visa card authorization - I swiftly complied as I wanted the investigation to end so I can start to game again. I was notified on the 12th of August that they have received all documentations that that they're moving on to the investigation. Two weeks after that, I called to see how the investigation is going and was told that there's nothing to update me with. I asked why I was investigated, I was told that they can't provide me with an answer. I asked how long they suspect the investigation will go on, I was told that there's no answer for that either. I would consequently call once every week and receive the very same answer each week. When I asked if I should take this to the commission that oversees operation so there would be some expedition on the investigation, I was told by the security team lad I was talking to that he would send an email to try to expedite the investigation, this was Monday of last week (9/26). This morning I called again and the same answers: no update on the investigation; no answer for why I'm being investigated; no length of time can be provided as to when this investigation will so.
With the investigation ongoing, Bovada cancelled my cash out requests (3 of them for $3,000 each) and held on to my other roughly $3,000 sitting in my account. Currently, Bovada has a little over $12,000 of mine frozen pending the investigation. Thus, we are 8 weeks into the suspension and investigation and I am still in complete darkness about the nature and length of this investigation. I want to get my money and Bovada seems to want to make it as hard as possible to do it - or, the more sinister way to look at this, Bovada is trying all they can to take my winnings.
I was asked to send in paperwork to confirm my identity and the visa card authorization - I swiftly complied as I wanted the investigation to end so I can start to game again. I was notified on the 12th of August that they have received all documentations that that they're moving on to the investigation. Two weeks after that, I called to see how the investigation is going and was told that there's nothing to update me with. I asked why I was investigated, I was told that they can't provide me with an answer. I asked how long they suspect the investigation will go on, I was told that there's no answer for that either. I would consequently call once every week and receive the very same answer each week. When I asked if I should take this to the commission that oversees operation so there would be some expedition on the investigation, I was told by the security team lad I was talking to that he would send an email to try to expedite the investigation, this was Monday of last week (9/26). This morning I called again and the same answers: no update on the investigation; no answer for why I'm being investigated; no length of time can be provided as to when this investigation will so.
With the investigation ongoing, Bovada cancelled my cash out requests (3 of them for $3,000 each) and held on to my other roughly $3,000 sitting in my account. Currently, Bovada has a little over $12,000 of mine frozen pending the investigation. Thus, we are 8 weeks into the suspension and investigation and I am still in complete darkness about the nature and length of this investigation. I want to get my money and Bovada seems to want to make it as hard as possible to do it - or, the more sinister way to look at this, Bovada is trying all they can to take my winnings.
Bovada Casino Complaint Stats
Resolved
338 / 515
Avg. Amount
$6,903
Avg. Complaint Duration
10 days
Avg. Response Time
2 days
Bovada Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 211 out of 318 complaints in this category have been resolved.
This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.
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