Complaint #109
Bovada Casino
Account disabled for two months with no information at all
9 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.
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