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Bovada Casino - Bovada temporarily disabled my account with no communication

UNRESOLVED
Complaint Info
Disputed casino Bovada Casino
Reason Account closure
Posted on October 8, 2021

On 09/26 in the morning, I received an email from bovada saying that my account was temporarily disabled while under investigation. I immediately called them and they didn't provide me any additional information but that I will have to wait for an answer via email. A whole week has passed and I have yet to receive any update. I called customer service on 2 different occasions throughout the week and they're unable to provide me with any details as well.


I have deposited tens and thousands of dollars on bovada via bitcoin and haven't had any issues so far with depositing, wagering, and receiving payments when cashing out. At this current time my balance was between 9-10k.


The only thing I can think of as far as investigation goes is that about a month ago I referred a family member to Bovada. This family member shares the same last name as me but we are not of the same household. We live in completely different addresses which I can prove. I have researched online and seen people with similar issues so I'm assuming that this is causing the investigation. Why must my account be disabled for me to refer someone which is what Bovada requests for... I got a 200 dollar referral bonus for this referral. I have deposited tens of thousands of dollars and my average wager has to be over 1000/per game. Why would I jeopardize my account for a measly 200 referral bonus that had a 5x rollover requirement? It really makes no sense and for me to be disabled for this long seems absurd. The family member I referred to, also has received an email saying that her account is temporarily disabled and under investigation. Why are you disabling me for referring someone which is what you guys request for??


What can I do to get better communication and get my account back? Please help me. I will attach the email as well. Thank you!

Posted on October 8, 2021

I dont know why this shows as resolved. It is not resolved. I still have yet to receive any communication. Please advise.

AskGamblers
Posted on October 8, 2021

Dear @khong187,

Kindly note that should the affected casino operator fail to respond to your complaint within the allocated timeframe of 96 hours, the case will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

The AskGamblers Complaint Team would also like to use this opportunity to remind you that, if your AGCCS case failed as unresolved, you are still free to try and use other alleys to resolve the issue, such as forwarding the matter in front of the relevant regulatory body and/or appointed ADR entity.

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