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Bovada Casino - Account disabled after lucky night and $9,500 withdrawal

RESOLVED
Complaint Info
Disputed casino Bovada Casino
Reason Delayed payment
Jmiddleton83185 Florida
Posted on May 5, 2021

April 22- Played a little poker but won majority of money on live dealer blackjack. Got up to 12,000 but lost back down to 10,003 and some change. Requested $9500 payout. Went to bed and woke up next morning with account disabled. (I have only used Bitcoin to deposit and cashed out around 3,000 a month earlier) . I sent in the selfie and copy of the ID and proof of address and i finally received an email April 27th saying the documents were received and verified. Well it is May 3rd and my account is still under investigation. I had spoken with live chat probably 30 times and it’s always the same bullshit. These people need to be shut down. They keep telling me to wait for a response to my email. I’m tired of waiting

Posted on May 5, 2021

Hi JMIDDLETON83185,

Thank you for bringing this to our attention.

Our team will review your account information and provide more information in approximately 24-48 hours.

We appreciate your patience.

Best Regards,
Bovada Casino

Posted on May 6, 2021

Hi JMIDDLETON83185,

We truly appreciate your patience with this matter.

Our Security team has completed a review of your account and has confirmed that you were in violation of our Terms of Service and Player Agreement.

Specifically, "3.6 Information to be Valid and Verifiable" states:

All information and data that you provide to us either at the time you register for an Account or at any subsequent time must be truthful, accurate and verifiable in all respects. By providing such information and data you consent to us submitting it to third party providers of age and identification services to verify that you are who you say you are and that the information you give is true and accurate. We reserve the right to use third party verification services to authenticate your account information and identity, and you expressly acknowledge and agree that we may confirm the accuracy of any information you submit against government-issued ID.

If you have provided false information or if you are unable or unwilling to provide documentation to confirm your information, as we are unable to confirm your identity, your Account may be terminated and any and all activity within the Account deemed invalid, including, without limitation, the nullification of potential winnings.

By registering an Account you grant us the right to disclose your identity and any information that you have provided in connection with your account to anyone who makes any claim or allegation that: (a) you are a minor or under the minimum age required to make use of any part of the Website; or (b) any Posting or other material posted or uploaded by you to the Website constitutes a violation of their intellectual property rights, or of their right to privacy or was otherwise posted or uploaded in breach of these terms of use.

Due to this breach, a final decision on the matter was sent to your email address registered on your account.

This decision was made with careful consideration of our Terms of Service , Player Agreement, and Documentation received from the Account holder.

Please feel free to respond with any questions you may have regarding this.

Best Regards,

Bovada Casino

Jmiddleton83185 Florida
Posted on May 7, 2021

Wow why cannot I get a phone call or a reply to an email about what is really going on?? It took me reporting you here to get any response.

AskGamblers
Posted on May 7, 2021

Dear @Jmiddleton83185,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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