Complaint #1067
Bovada Casino
Account with 15k disabled for 3 weeks
2 years ago
I made a bovada account on 1/29. I deposited about 5000 to play with. Then I was able to turn it into about 15000. On 1/31 I received the email saying “ Hello Kennedi,
Your identity must be confirmed in order to fulfill our account verification requirements.
Have your Government ID and your computer/mobile camera ready to complete this process. We kindly ask you to log into your Bovada account and verify your identity. Click HERE to learn how.
Regards,
Bovada Verification”
then when I tried to sign in to my account to complete the verification it says my account was disabled and then I received another email saying
“Hello
Your account has been disabled because it has come to our attention that there are other accounts using information similar to yours. In order for us to verify each account's individuality we require that you submit a piece of government issued identification, a photo of you holding the ID card next to your face (Selfie) and a Proof of Address (Preferably a Utility bill and or Bank Statement issued within the last 60 days). At your convenience, please scan this information in either JPEG or PDF format and email to us.
At this time I had lost my drivers license but still had access to my paper license to I submitted the doccuments with the paper license and got this email back “ 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 valid (not temporary), clear front and back copy of your government-issued Photo ID (such as a driver's license or passport).
- A clear image of your ID (such as a driver’s license or passport) held up next to your face.
A Proof of Address, such as a recent utility bill (gas, light, water) or bank statement 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.
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@bovada.lv
Should you have any questions, please feel free to reach out to us.
Regards,
Verification Team”
Then on 2/8 I resubmitted with my passport and bank statement. Then on 2/10 I got the email “ Hello,
Thank you for submitting to us your documentation.
Your account is currently under review. You will be contacted via email with further details and/or instructions once the investigation into your account has concluded. Please wait until an update is received as no details will be available prior to the completion of our review.
Regards,
Verification Team
So everyday I’ve been contacting support for an update but I’ve been told every time that they can’t provide any details until they investigation I complete. And to stay patient. Then yesterday I was on chat with a supervisor and was told my bank statement wasn’t valid it is a cashapp bank statement issued from Sutton bank. Because I don’t have any utility bills due to me being 18. Then I contacted support again and was told by a supervisor that they got the passport and selfie but there was a “note on my account saying that my bank statement pdf couldn’t be opened. So I resubmitted it as a jpeg and haven’t heard anything back. It’s been almost a month and I’m very frustrated. I need my money. I only have 1 account and have not done anything wrong. Any help is greatly appreciated.also I’ve received the same email 4 times. Saying that my documents have been received and to wait till investigation is concluded. I cannot wait any longer I need my money. Please help
Your identity must be confirmed in order to fulfill our account verification requirements.
Have your Government ID and your computer/mobile camera ready to complete this process. We kindly ask you to log into your Bovada account and verify your identity. Click HERE to learn how.
Regards,
Bovada Verification”
then when I tried to sign in to my account to complete the verification it says my account was disabled and then I received another email saying
“Hello
Your account has been disabled because it has come to our attention that there are other accounts using information similar to yours. In order for us to verify each account's individuality we require that you submit a piece of government issued identification, a photo of you holding the ID card next to your face (Selfie) and a Proof of Address (Preferably a Utility bill and or Bank Statement issued within the last 60 days). At your convenience, please scan this information in either JPEG or PDF format and email to us.
At this time I had lost my drivers license but still had access to my paper license to I submitted the doccuments with the paper license and got this email back “ 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 valid (not temporary), clear front and back copy of your government-issued Photo ID (such as a driver's license or passport).
- A clear image of your ID (such as a driver’s license or passport) held up next to your face.
A Proof of Address, such as a recent utility bill (gas, light, water) or bank statement 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.
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@bovada.lv
Should you have any questions, please feel free to reach out to us.
Regards,
Verification Team”
Then on 2/8 I resubmitted with my passport and bank statement. Then on 2/10 I got the email “ Hello,
Thank you for submitting to us your documentation.
Your account is currently under review. You will be contacted via email with further details and/or instructions once the investigation into your account has concluded. Please wait until an update is received as no details will be available prior to the completion of our review.
Regards,
Verification Team
So everyday I’ve been contacting support for an update but I’ve been told every time that they can’t provide any details until they investigation I complete. And to stay patient. Then yesterday I was on chat with a supervisor and was told my bank statement wasn’t valid it is a cashapp bank statement issued from Sutton bank. Because I don’t have any utility bills due to me being 18. Then I contacted support again and was told by a supervisor that they got the passport and selfie but there was a “note on my account saying that my bank statement pdf couldn’t be opened. So I resubmitted it as a jpeg and haven’t heard anything back. It’s been almost a month and I’m very frustrated. I need my money. I only have 1 account and have not done anything wrong. Any help is greatly appreciated.also I’ve received the same email 4 times. Saying that my documents have been received and to wait till investigation is concluded. I cannot wait any longer I need my money. Please help
Bovada Casino Complaint Stats
Resolved
338 / 515
Avg. Amount
$6,903
Avg. Complaint Duration
10 days
Avg. Response Time
2 days
Bovada Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 211 out of 318 complaints in this category have been resolved.
This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.
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