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Bovada Casino - Did not receive my $5,000 wire transfer

RESOLVED
mrskeith North Carolina
posted on October 5, 2018.

Middle of August requested withdrawal of over $5000. Was approved within 2 days. Said it would be in my bank in 10-15 business days. On Sept. 5 I received an email that the transfer had been returned to Bovada "due to incorrect account information". I asked them what the problem is but no response that day. Also charged me $50 return fee? So I resubmitted the request on the 5th of September and included a voided check with all the correct information on it, and included bank address, swift code etc. It was once again approved within 2 days. After 15 business days I contacted them and told them had still not received only to be told it was an estimate (the 10-15 business days). I contacted them again yesterday and told them it was business day 19 now and they assured me the money would be arriving soon. Wrote them again this morning only to be told that they showed the money had been put in my account and I should send them a bank statement! I wrote back and told them I definitely would not send them my whole bank statement, that was confidential and to supply me with the tracking number so I could follow up with my bank and they could investigate. Just now they wrote me and said "wire transfer had been returned to them for incorrect informĀ­atiĀ­on"........and had charged me another $50 return fee. I can assure you - they have a copy of my voided check that I have used for years. This is some sort of scam and I told them I could see they have no intention of paying me. This has been going on since around the 16th of August. I am beyond discouraged and disgusted. Thank you.

posted on October 5, 2018.

Hi MRSKEITH,

We're sorry to hear of the issues you've experienced and we're committed to help you get your money.

We will have one of our representatives look into this further and reach out to you shortly.

Kind Regards,

Bovada Service

mrskeith North Carolina
posted on October 6, 2018.

I received an email from Ashley at Bovada Customer Service - player advocacy. We spoke and she was extremely helpful and explained to me what had happened. The first rejection was because they didn't have my local branch address of my bank. Actually they did but apparently didn't realize it was my local branch. Second rejection they said I had transposed one of the numbers of my routing numbers. I was certain I had done it correctly and had double checked but somehow a number was incorrect according to Ashley. At that point I had sent them a voided check so I knew all the info was perfectly correct. Ashley stated at that point, it became their error. Whoever received my information did not update my account and therefore the money was wired to the same incorrect number again. I told her I appreciated the info but still did not understand on the third attempt why I was told that the money had already been processed by my bank and I needed to send a bank statement. She stated that was standard procedure. At that point she updated my info with me on the phone, resubmitted my withdrawal for me, credited the $50 return fee for their error (but not the one for my error, which is understandable), and then she got the request immediately approved and supposedly I will have the money in 10-15 business days. She is going to follow up with me to make sure I receive. Thank you to Ask Gamblers for the forum, and thank you to Ashley for being so helpful. I will report back when I receive my money.

posted on October 7, 2018.

Hi MRSKEITH,

We appreciate you for taking the time to update this thread.

We're happy to hear that you have been in contact with a representative and that the resolution has been satisfactory so far.

Please let us know when you receive your funds or if you have any further questions.

Kind Regards,

Bovada Service

mrskeith North Carolina
posted on October 10, 2018.

I am waiting for the money. They said could be 10 to 15 business days. The original request was Aug. 15 but because of all the issues the final request was Oct. 5. Hoping it doesn't take that long since it has been such a long time. Will let you know when I get the wire transfer.

mrskeith North Carolina
posted on October 13, 2018.

Happy to report my wire transfer was successful. Five business days. Thanks to Ashley for all her help and she was extremely polite and informative.

AskGamblers
posted on October 13, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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