Complaint #732 Bovada Casino

Agent lied about forfeiting bonus to withdraw locked funds

By adidastoes15

4 years ago

On Wednesday 4/20, I had about $247 in bonus funds and over $4000 in locked funds on my bovada account. I called a live representative and asked her specifically if I could forfeit the bonus and withdraw the locked funds (which would leave me with about ~$3753 dollars that I could withdraw). She told me flat out no and the locked funds would be lost if I forfeit the bonus. I asked her to double check this as I had done so previously and I just lost the bonus funds not the locked funds and she put me on hold, said she looked at my account and that what she said previously was true and that I would have to play through the requirements.
I hung up and I continued to try to play through the requirements only to find out later that night from a live chat agent that this was false, I could always forfeit the bonus and any locked funds would be available to me. At this point, I had practically nothing left in the account compared to when I called the live agent via phone.

I’ve asked for Bovada to listen to the call as this agent lied to me. I was told by Supervisor Carlos that the phone call would be listened to and my funds returned if that was what happened on the call. Since Wednesday, I’ve been told “24/48 hours” for a resolution, then it became over the weekend, then over the weekend I spoke to supervisor Carlos again and he advised me via live chat that it would be resolved by “Monday morning max” and that he had send the requests for me to get my funds back to management and management does not work on the weekend.

I have called and live chatted with Bovada since Monday and now they keep telling me “it’s under review” and no timeframe with resolution.

I was lied to and just want my funds where they were when I was lied to via phone (a little over $4000 in locked funds and $247 in bonus funds). I’ve tried repeatedly to get an answer from Bovada agents and Supervisors and have gotten nothing but time stalling.

Disputed Casino Bovada Casino

Reason Delayed payment

Amount $4000

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

adidastoes15

4 years ago

I’ve sent this to the Bovada disputes department and still no phone call, email, or message on my bovada account.

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.

Bovada Casino Complaints

See all complaints for this casino

Is past their 48 hour mark

My account is disabled and under investigation for a $9,100 I hit a 5 leg for 10k rolled over the balance withdrawal.Bovada support explicitly promised me in writing that my funds are secure and would be available for withdrawal, but it has been 5 days with no email or explanation. I am fully prepared to submit complete KYC identity verification documents but Bovada refuses to provide an upload link." And it's far past the 48 hour mark they told me

39h left

$9,100

My account is still under review

My account screenshot shows both my balance and the amount “Available to withdraw” as $7.1k.”

I submitted verification documentation to Bovada. Their Verification Team acknowledged receiving it and stated that my account is under review. However, their response provided no expected completion date, no specific explanation for the investigation, and no clarification about whether additional documents are required. They also stated that no further details would be available until the review is completed.

I understand that account verification may be necessary, and I am willing to cooperate with legitimate requests. My concern is the lack of a clear timeline and actionable information concerning the review and access to my funds.

I am requesting that Bovada:

1. Confirm whether my submitted documentation is sufficient and identify any outstanding requirements.
2. Provide a clear explanation of the unresolved issue, to the extent they can disclose it.
3. Provide an estimated completion date and complete the review promptly.
4. Confirm the status of my $7.1k balance and allow withdrawal once verification is successfully completed, or provide a specific written explanation for any restriction.

I have attached screenshots showing the balance listed as available to withdraw and Bovada’s acknowledgment of my verification documents.

If this matter is not resolved through AskGamblers’ mediation process, I intend to file a formal complaint with the Florida Attorney General’s Office, including the relevant account records, verification correspondence, and documentation of my $7.1k balance. Sorry in advance to anybody that uses them in Florida because I know by doing this people In Florida won’t be able to use bovada anymore

37h left

$7,100

Account not unlocked after being told it was verified

I submitted my documents on the 28th on 29 September. I received a email saying my documents will receive in my account is under review. I am still waiting for an update. I haven’t received one.

I was told it would take 24 to 48 hours this all happened because I tried to withdraw a little 1000 on my account and now my account is under review

I submitted everything that ID the selfie with the ID and the utility bill, I don’t know what’s happening and I don’t understand why I haven’t received an update in why I would lied to and told that we only take 24 to 48 hours and it’s been well over a week now.

Resolved

$1,000

Account disabled for almost 2 weeks after completing full KYC registration

I am filing this complaint because Bovada Casino has completely disabled my account and withheld my funds for two weeks despite my complete compliance with their identity verification process.

Timeline of events:

1. I initiated a crypto withdrawal request for $1,500 via Litecoin, which I later adjusted to leave a pending withdrawal of $1,250 and a remaining playable balance.

2. Immediately following the request, my account was disabled, and I was asked to complete a KYC check.

3. I have fully completed every single requirement requested by Bovada. I successfully passed the biometric face scan, provided my valid driver's license, and uploaded my proof of residence.

4. I received official email confirmation from Bovada acknowledging that they received my withdrawal request and successfully received my KYC documents.

It has now been 14 days with zero updates, zero communication, and my account remains completely locked. I have done everything asked of me. I am requesting that Bovada's compliance team manually review my verified documents, re-enable my account, and process my pending Litecoin withdrawal immediately.

86h left

$1,500

Waiting for investigation to end

Hi,
My account was disabled on september 19 requesting for documents that were sent immediately and soon after i received an email stating the the account is under investigation.
It's 23rd september today and I have received no response from this casino or any of it's representatives

This seems to be shady behavior in order to not pay customers that won.

Please assist with this.

Resolved

Account disabled and verification pending for over 6 days

My Bovada account was disabled on September 12th 2026

Shortly after my account was disabled, I received a verification request from Bovada. As soon as I received the email, I submitted all requested documents, including:

1. Front and back copies of my government issued ID

2. A photo of myself holding my ID next to my face

3. A full page proof of address document dated within the last 60 days

I submitted all of these documents immediately and have fully cooperated with the verification process.

It has now been more than 6 days since I submitted the requested documents, and I have not received any update regarding the status of my verification or my account. I have contacted Bovada for an update, but I have not received any meaningful information about when the review will be completed.

In addition, there is approximately $9,990 currently in my account balance. Because of the significant amount of funds being held while the verification review remains pending, I am increasingly concerned about the lack of communication and the extended delay.

I would also like to clarify that the address on my Bovada account matches the address shown on the cricket phone bill I submitted as proof of address. However, they have asked me for a hard copy so i went and sent that then they asked for a bank statement went ahead and sent that Despite this, I provided all requested documentation immediately and have fully cooperated with the verification process. And now they keep asking for adress proof but state that they have recieved it and its crazy because i keep receing an adress proof request of a different type of bill …

I understand that verification reviews may take some time. However, I believe that more than 7 days without any update is unreasonable, especially considering that all requested documents were submitted immediately.

I am requesting that Bovada provide an update on the status of my verification review and, if everything has been successfully verified, restore access to my account as soon as possible.

Thank you for your assistance.

Resolved

$9,990

Verification delay

I been waiting almost ten days for my verification after getting my balance over 64,000. I heard great things about bovada so I believe my money is safe.

But this process is absurd especially after I sent in all my documents asked for and sent in the right format. I just want my verification escalated please being that I’ve went through this process before but only after winning..

I even got a email saying I’ll know something in 48 hours it been over a week now. I fully understand the importance of identity verification and security procedures. However, I did everything requested of me and followed all rules. From my perspective, the only reason my account was disabled is because I won a significant amount of money. But I’ve lost more.

I am requesting that Bovada:

Provide a clear and specific explanation for why my account remains under investigation
Re-enable my account immediately
Release my rightful winnings without further delay

I am filing this complaint in hopes that AskGamblers can assist in getting Bovada to resolve this matter fairly and promptly, as I believe my account has been unfairly disabled despite full compliance with all rules.

Resolved

$64,000

Disabled my account and asking me to verify now giving me the run around

So I’ve been gambling with Bovada for close to 2 years straight. All I use is them. Minimum bets are 1k- 5k. Respectfully, I bring them a lot of money.

Never ever had a problem with anything up until just recently. I hit maybe 2k in 2 nights on live bets, and I’m up my 10k with them for the year. Out of nowhere, my limits were dropped significantly, even on ML straight bets. And when I went to withdraw, it wouldn’t let me. Literally the first time ever.

Waited a day, went back on, and my account was disabled.

I’ve been going back and forth with the customer service agents, and 1 out of 10 is helpful. The rest give you the same story. I’ve sent my documents 4 times, Bovada.

I haven’t violated any rules or tos.

I just would like to be able to work with you guys. Can you please help me???

It’s been since August 18th that I’ve been dealing with this, and nothing has changed.

Rejected

$10,551

My 20k sitting in account and my account is disabled

I am new on bovada, i have deposited around 5000 in bitcoin into sports betting. Got some wining strikes. somehow i have managed to raise my account total up to 20k. I tried withdrawing $9500 on 8-15th, with the request being eventually denied. I got locked out of my own account. I'm sure you guys are familiar with their process when they do this, but they proceeded to ask me for identity verification. I submitted all the necessary documents, and soon the verification team emailed me saying the requested documentation has been received.

Please help. The money that they're holding in my account would be super impactful especially right now. I've pleaded with them and they just keep saying be patient. I don't know what sort of investigation could potentially take this long but I need answers.

Resolved

$20,000

Long process verification

I been waiting almost ten days for my verification. I heard great things about bovada so i believe my money is safe . But this process is absurd especially after I sent in all my documents asked fornalso sent in the right format . I just want my verification escalated please and thank you .even got a email saying I’ll know something in 48 hours it been Ovwr 72 hours

Resolved