Verification is not being completed and making me unable to withdraw

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.

On 02/13/24 I was going to withdraw funds from my account for the first time. I initiated a withdrawal of $1500 from my total funds of $6000. Later that night after a couple of hours my account was suddenly disabled, and I was asked to send in Verification, one of my driver's license, and a picture of me holding the drivers license. I sent all of the documents to Bodog by 02/15/24, I got a response from the verification team saying that they have received my identification one day later. Every CS agent that I speak with gives me a differentiating story, and a timeline that has not been accurate(I have screenshots with some of the agents)

Also my account is only about 1 month old, so I initially gave them the benefit out of the doubt about being patient and waiting for their resolution, but this is far too long now and it is leaving a bitter taste in my mouth being a new customer of there's.

I have sent in my photo identification at least 3 separate times. I have also spoken to at least 8 different cs agents, all whom gave me different information about when my account could be possible re-enabled.

Also on March 1, I randomly received an Interac Email Money transfer for $390.00 which was the original deposit I had made in my account. They sent me this noting that it was a “refund” and gave no other explanation on top of what. I have not broken any TOS, this refund of my original deposit worries me because it seems like they are just trying to get me out of their hair for the least amount possible. I had asked the CS rep about this refund, he had told me that it was possible one of the deposits I made that failed (apparently I made 4 separate deposits, which only 1 was successful, the CS agent almost claimed that I used a credit card as of my deposits, which I had never used credit card through bodog to make a deposit, so I am a bit confused about this action and why he is blatantly lying about making a deposit via credit card. Another CS agent told me there was no financial transactions going through my account since feb 12th, and this refund occurred on Mar 1.

I really need these funds as it is all my savings, if possible can we please try to expedite the identification investigation? I believe 3 weeks is plenty to go through an investigation of my account since my account is fairly new anyways and there are not many transactions.. I’m in looking for some help, because they have taken far more than needed to get something of this matter sorted out.

I continue to send in my verification ID to them, and they only send me a message back always saying “We apologize for the delay in providing a resolution to you on your account status. I want to reassure you that our verification team is reviewing your submitted documents and working on providing updates as son as possible.”

We are approaching 1 month of my account being disabled, and the only response I’ve received is that my identification documents are still under review and to continue waiting. I have never waited 3 weeks for a verification of identification. So I’m now looking for assistance into getting my account re-enabled.

I have taken screenshots and have the emails from most of my interactions with bodog. If I need to release the screenshots I will.

My email address is < email removed >

Thanks,

< full name removed >

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 >