Bodog froze my account and has held 7000 from me

I opened an account with Bodog on March 6, 2025. I received several sports bonuses proactively and took advantage of them. Since opening the account, I have deposited approximately $20K and the balance has grown to $42K. On August 19, 2025, I tried to log into my account and got a message saying my account has been disabled and to contact Customer Service. I spoke to an agent who said he had to reach out to the team that suspended my account and advised me I'd get an email within 24 hours from the team that suspended my account. He seemed to think it was related to getting my account verified.

After not getting an answer, I reached out to chat 2 days later and was advised I would get an email within 24-48 hours. I still did not get an email, so I reached out by chat on Saturday, August 23, and was advised that the "Investigation Team" will contact me when they have completed their investigation. I reached out to CS by email on August 27 and was advised that they apologized for the "delay with the account verification" and that they will update me by email when there is an update. I followed up with CS again by email on September 4 and was advised that the case for my account being disabled "was already escalated, and there was no update on how it is being followed."

I reached out again on September 19 and was advised to contact them via live chat to discuss my account status. I reached out that day by chat and was advised by the rep, "After escalating your request to reactivate your account, the response in this case is that your account was closed under investigation. It's still under investigation, but unfortunately, there's no timeline to find out when it will be reactivated. I recommend waiting until there are further updates."

On September 29, I reached out to CS by email again to follow up and was told the following: "We understand that you need help regarding this account status inquiry. Let's help you with this. Now this review is just a standard procedure considered in our terms of services and can occur at any moment after the account creation."

The bottom line is that my account has been disabled randomly without any kind of explanation for over 5 weeks. I will admit that I have not verified my identification yet, but I was also never asked to. As far as I am concerned, I have done absolutely nothing wrong, and Bodog is practicing wrongful and unethical business practices with my account.

I created account and lost for the first 3 deposits. I deposited $334 and won $58,002 on Dec 1. My account was VERIFIED DONE on Dec 4 with NO PROBLEMS. I received for the first withdrawal $3,000 on Dec 5, the second $7,000 on Dec 8, the third $10,000 on Dec 11, the fourth $10,000 on Dec 13, the fifth $10,000 on Dec 16.

-> total amount received is $40,000

The sixth, I requested the withdrawal $10,000 on Dec 18. And Got A CANCELLATION EMAIL on Dec 19. It means my remaining $18,002 is KEPT BY your Casino.

I asked to check my account and offered to submit any documents to prove I ONLY HAVE THIS ACCOUNT. But Bodog didn't respond twice.

I would like to REQUEST a FULL REFUND OF MY REMAINING $18,002

My Bodog account was closed on 4/17/23 for "inconsistencies in my account that were against terms and conditions". All subsequent attempts to contact support, validation or verification have been ignored. My account was fully verified the week prior, after having verified it multiple times over the course of 4 or 5 years. I won ~7,000 betting sports and now my deposits as well as winnings have been confiscated with no reason given. I did not have multiple accounts, did not access the account from anywhere but my home in Mexico and did not do anything against the TOS.

I made deposits of

2500 on 4/9

3192 on 4/10

3427 on 4/10

I deposited using erc-20 stablecoins which I can validate on chain if required. When I attempted a withdrawal after verification, my account was closed and all emails have been ignored and I have no other recourse. Thank you for your time and please let me know if there is any more information that would be helpful

Thanks

Dear ask gamblers,

I am now resubmitting a new complaint, along with additional information that I believe makes my case even stronger, and with evidence that the company is simply unwilling to pay out when a customer wins big.

I am writing this still in shock of what Bodog has decided to do, but for the purposes of the complaint I will do my best to remain factual and objective.

I played on Bodog casino on may 13th 2022. I deposited $500, and after playing, withdrew CAD$9,654. The casino told me my account was under investigation on may 14th, after which I sent them more documents. I was told to answer a phone call from them and they told me my winnings were void because I 'abused the bonus'. I was cited term 5.11

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5.11. Abuse of Bonus Programs. Bonus programs are intended for recreational bettors only. Professional players or players considered, in our sole discretion, to be abusing the bonus system by any means may have bonuses revoked and be subject to further sanctions. Bonus abuse may be defined as (but not restricted to) clients cashing out for the purpose of redepositing, depositing on top of an existing balance, or referring new accounts that they are using themselves. Sanctions may be in the form of increased rollover requirements or loss of bonus privileges altogether for the offending Account as well as any linked Accounts. We reserve the right to restrict eligibility for special offers and bonuses when necessary. This includes (but is not limited to) placing geographic restrictions on match bonuses due to bonus abuse. Please refer to the Help section for further information regarding additional details concerning the eligibility, conditions, terms and usage of bonuses offered.

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I did not break any of these terms and the key point of this term that makes it unfair is the word 'discretion'. It is not allowed, that Bodog would have the discretion as to whether or not you are allowed to hold onto my winnings. I won fair and square on your site. There is no max bet that I broke. You don't have any rules against which games I can play. I simply won on roulette, and because I won almost $10k, you have chosen to exercise discretion and steal my winnings.

I will also make the point that your terms are deliberately left this way so as to give yourselves the luxury of paying out when you want to, and not paying out when you don't want to.

If you don't want me to make big bets, assuming that was your issue, then impose a hard max bet. Don't come to me after I've won, and claim that ambiguous, nondescript, inconcise rules were broken when you did not explicitly state I could not bet the way I did.

When I rang them back up, they told me I increased my bet or something to over 30%. I have checked their terms with a fine tooth comb, and there is nothing saying anything about 30%, and certainly not in the 5.11 term they quoted. I've checked the promo terms and the general terms. It's not there.

******New Information********

The company is refusing to provide any written correspondence in relation to the confiscation, and will only communicate any information with me over the phone.

As stated, the company is simply unwilling to pay out when a customer wins big and this is proof.

< first name removed >

I have been using bodog for about 2 weeks now and can't wrap my head around how slow/poor their customer service is. I initially deposited about 6k CAD (didn't take any bonuses or anything) and made a decent chunk off random sports betting. I go to initiate my first withdrawal on March 6th of $9,500 CAD via crypto and my account gets disabled asking for my account to be verified (which is totally fine) and not because I violated any casino or bonus terms (see attached files). I promptly send over the required documents required per their email (see attached) and receive acknowledgement that they have received my email and that I should be resolved within 24-48 hours.

From then until today March 13th, I have been replying to every email I get from bodog only to received automated responses saying that I have contacted them with the same inquiry via Live Chat and that they were able to provide assistance, but they haven't helped with anything other than there is nothing they can do right now. No progress has been made other than the same run around of keep waiting 24-48 hours. I see people in this forum who have waited longer, but may have been in violation of casino/bonus terms which is not the case for me.

I just want access to my account as there is a large sum of money in there and I can't feel comfortable knowing my account is disabled and that after providing all of the required documents that I can be strung for a week. Please help AG team! I've seen what the AG team can do.

Thank you

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