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Bovada Casino - Account Temporarily Disabled and Lack of Communication

RESOLVED

Complaint Info

Disputed casino

Bovada Casino

Amount

$ 2710

COMPLAINT REFERRED BY AGCCS PARTNER

Posted on January 9, 2025

On December 25th, 2024, I had a balance of USD 2,710 in my Bovada account and made a withdrawal request of USD 94.68. The same day when trying to login to my account I received an error message that said "Your account has been disabled. Please, contact customer service". I also received an email informing me that my account had been "temporarily disabled and is currently under review." I was advised to submit documents to complete the investigation, and that I would receive an email with further instructions.

I promptly provided all required documentation and contacted Bovada’s customer support via chat on December 26th, where I was informed that I would be contacted within 24-48 hours. However, I received no follow-up communication.

On January 1st, I received an email stating that my withdrawal request of USD 94.68 had been declined, but no explanation was provided. I was simply told to reach out for further assistance if needed. I spoke to a Bovada chat agent who confirmed that all of the necessary documents had been sent and that I would receive further information via email. Since then, I have not received any emails or information from Bovada.

Since then, I have contacted Bovada's customer support almost daily, but the responses I’ve received have been vague and unhelpful. Agents repeatedly tell me to wait another 24-48 hours for a resolution but refuse to let me speak to a supervisor. Eventually, all chats are closed without any progress or explanation.

As of today, January 9th, 2025, my account is still under review with no clear timeline or reason for the delay. I am left in the dark, and no one has provided me with any real information or resolution.

I request that my account be re-enabled and that I be given the ability to withdraw my funds.

I expect immediate action to resolve this issue as it has far exceeded the promised 24-48 hour timeline.

Communication Record:

December 25th, 2024: Withdrawal request of USD 94.68.

December 26th, 2024: Account review notification and document submission.

January 1st, 2025: Withdrawal request declined with no explanation.

January 1st, 2025: Chat agent confirmed that all necessary documents were sent and that I would receive further information via email, but no follow-up has occurred.


January 9th, 2025: Ongoing communication with support, still no resolution.

Posted on January 9, 2025

I would like to note that the amount listed on my complaint says 94.68$ but in actuality my account balance was 2,710.00$ of USD.

I have contacted Bovada again today with the same reply to wait 24-48 hours. Zero update provided and chat was closed when I asked to speak to a supervisor. I will update here everyday until I can find a resolution for this.

Posted on January 10, 2025

Day 17: Still zero update whatsoever. Seriously Bovada, what’s going on? I’ve been nothing but compliant & patient with you guys throughout this entire process. This is extremely frustrating from someone who was enjoying your website and wanted to continue using it. I hope you that you will actually make an attempt to contact me and resolve this issue.

Posted on January 12, 2025

1/11/2025 -Day 18: Still no update whatsoever from Bovada. After being told I would receive an update between 1-2 days, I have now been waiting over 2 weeks and without any kind of update. This is an extremely disappointing situation. Im hoping this casino will do the right thing and fix this problem.

Posted on January 12, 2025

Hi there! We understand the importance of having timely updates regarding your account status. Please rest assured that our team is dedicated to completing this review as quickly as possible. At this time, the review of your account is still in progress. As soon as the investigation into your account has concluded, you will receive a notification via email. Thank you for your patience and understanding.

Posted on January 13, 2025

Day 19: I was given some home once I saw bovada had replied to my post here yesterday. Unfortunately, I have yet to receive a formal update regarding my account. I really hope Bovada can resolve this issue and restore my account and faith in their services. I will have to wait and see for now.

Posted on January 13, 2025

Correction: “Home” replaced with “Hope” *

Posted on January 15, 2025

1/15/2025 - 20 days since account was disabled. Today I was contacted by Bovada. They did not provide a direct update about my account, however they did send me ANOTHER request for verification items.

This time the email stated the date that they disabled the account (Dec. 26th) and also added to "contact us within 7 days of the message with the requested documentation. If not, your account will remain disabled and any remaining balance may be voided".

I proceeded to send the documents which I had already sent them 20 DAYS AGO! Roughly 3 hours later I received a response email stating the following:

"Hello,

Thank you for submitting to us your documentation.

In order for us to complete the verification process, there are additional documents we require that have yet to be submitted.

Please resend the following documents:


- A Proof of Address, such as a recent utility bill or other recurring bill under your name and address, dated within the past 60 days. Please ensure this is a full page document as cropped or folded bills will not be accepted.
Note, Bank Statement will not be accepted at this time.

At your earliest convenience, please take clear photos of the requested documents, or scan them, then email the files in JPEG or PDF format to verifi­cat­ion­@bo­dog.eu (mailt­o:v­eri­fic­ati­on@­bod­og.eu).

Should you have any questions, please feel free to reach out to us via chat."


Regards,
Verification Team"


So now I have sent them all of the proper documents and am waiting on a response. I really hope this solves this problem and does not take another 20 days for me to hear anything from them. I was happy that they emailed me back after submitting my original documents after only 3 hours informing me to update them. Hopefully now that I have completed their request this will be a much more enjoyable process.

Posted on January 17, 2025

Thank you for providing the additional documents. Your account review is still in progress, and we will notify you via email as soon as there is an update. We sincerely appreciate your patience and understanding.

Posted on January 17, 2025

1/17/2022 - It has now been 22 days since my account was disabled. I recently received an email stating that my account is under review and that I will be contacted with updates. The email mentioned that no further details would be available until the review is completed, and I should wait for an update.

While I appreciate that Bovada has communicated with me, I am still frustrated because it feels like I’m being given the runaround. I was initially told multiple times by agents in chat and emails that I would receive an update within 24-48 hours.

At first, Bovada told me the issue would be resolved within 1-2 days, but now, over three weeks have passed. I am hopeful that they will resolve this soon so I can regain access to my account. I have missed out on several opportunities to place wagers that I was interested in, and I’m anxious to continue using Bovada’s services.

I was genuinely enjoying the platform before my first small withdrawal, after which I was locked out of my account. I’m hoping Bovada will resolve this matter swiftly, repair our customer/business relationship, and allow me to resume using their services.

I have attached the last email I received on Jan. 16, 2025 which stated that my account is still under review with no timeline of conclusion being provided.

Posted on January 19, 2025

Day 24: Its been almost a month since I have been locked out of my account. I have submitted documentation several times upon Bovada’s request. It has now been 5 days since I most recently sent in documentation and I still have yet to hear a word from Bovada.

This is getting to be such an unbelievable and awful experience that is causing me a ton of distress.

How much longer is this going to take? Or is Bovada just giving me the run around and going to just take my account and my funds.

I want answers and it’s been almost a month with extreme efforts to communicate with Bovada and yet, still nothing.