Complaint #1315
Bovada Casino
Delayed verification and account disabled with no response
4 months ago
Casino name: Bovada Casino
Complaint type: Delayed verification / account disabled – no response
Complaint details:
I am filing this complaint due to an unresolved account review and lack of communication from Bovada following a withdrawal request.
On January 3, I was contacted by Bovada’s Investigations team and asked to submit verification documents, including a photo ID and a selfie with the ID. I submitted all requested documentation the same day.
On January 5, I received an email stating that they received my documentation and that my account was under review and that I would be contacted once the review was completed. Since then, my account has remained disabled.
As of today Jan 20th, more than three weeks have passed since the documents were submitted. I have sent polite follow-up emails and contacted live chat. Live chat confirmed that the account is still under review but advised that there is no estimated time frame for completion. I have not been informed that any additional documentation is required, nor have I received any explanation for the delay.
The funds in question in total is 24k that were obtained after meeting all wagering requirements, and I complied fully with the verification request. The only mistake I made was not using my real name when signing up because I did not know that I had to use my real name which I explained in my original response to the verification team. A simple mistake that can be corrected with the verification documents that I provided. I am simply seeking confirmation that my review is progressing and resolution of the account review so I can access my account and withdrawal. I do not understand the purpose of this delay or why this is taking more than 3 weeks to resolve.
I am requesting Bovada’s assistance in completing this verification process and providing a clear update on the status of my account.
Thank you for your help.
Complaint type: Delayed verification / account disabled – no response
Complaint details:
I am filing this complaint due to an unresolved account review and lack of communication from Bovada following a withdrawal request.
On January 3, I was contacted by Bovada’s Investigations team and asked to submit verification documents, including a photo ID and a selfie with the ID. I submitted all requested documentation the same day.
On January 5, I received an email stating that they received my documentation and that my account was under review and that I would be contacted once the review was completed. Since then, my account has remained disabled.
As of today Jan 20th, more than three weeks have passed since the documents were submitted. I have sent polite follow-up emails and contacted live chat. Live chat confirmed that the account is still under review but advised that there is no estimated time frame for completion. I have not been informed that any additional documentation is required, nor have I received any explanation for the delay.
The funds in question in total is 24k that were obtained after meeting all wagering requirements, and I complied fully with the verification request. The only mistake I made was not using my real name when signing up because I did not know that I had to use my real name which I explained in my original response to the verification team. A simple mistake that can be corrected with the verification documents that I provided. I am simply seeking confirmation that my review is progressing and resolution of the account review so I can access my account and withdrawal. I do not understand the purpose of this delay or why this is taking more than 3 weeks to resolve.
I am requesting Bovada’s assistance in completing this verification process and providing a clear update on the status of my account.
Thank you for your help.
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