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.