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Bovada Casino - Does not pay out, does nor provide answers why

UNRESOLVED
Complaint Info
Disputed casino Bovada Casino
Reason Declined payment
Posted on February 10, 2020

This post is meant to deter anyone from making the mistake of depositing into this crooked site! I made a deposit into my newly created account on 1/1/20 and hit a rather large jackpot amount on video poker. It took Bovada 3 days before they disabled my account for supposed verification purposes. I submitted all the verification documents as requested. This process usually stated it takes 24-48 hours. Well it took Bovada over a month for this for some reason? During this month on one of my 100 phone calls to get an update which was NEVER provided, I had talked to numerous people that "understood my frustration" but couldn't help me. I was consistency told to call back at a later time "that department is busy". Or to call back because there is no one available to speak with me. This went on for over a month before finally getting a response via email. Could it have been that the price of bitcoin was on the rise and they wanted to make money off of holding my money for such a long time? Well they succeeded they made over $3000 from bitcoin while holding my money. Now here is the response they gave me in email.

Hi Sarah,

The investigation into your account has concluded. After a full review of the play in your account, we have found conclusive evidence of Bonus Abuse. As your actions were in violation of our players terms of agreement, your account will now remain permanently disabled, and all funds in your account have been forfeited. Please note that any accounts opened by you, or that are found to be linked to you will also be disabled, and any funds in those accounts will also be seized.

Should you have any questions, feel free to contact us at 1-888-263-0000.

Regards,

Bovada Security
[email protected]
1-888-263-0000


Now if you read the terms and conditions for this alleged "bonus abuse". No where does it state that they can seize your funds. But that is what Bovada did. So I asked them to elaborate more on what I had done to abuse their bonus system. They sent me an email.

Hi Sarah,

Thanks for contacting Bovada Customer Service.

I cannot discuss the status of this account over email. You can call us on 1-888-263-0000 after 9AM eastern time.

Now getting a hold of someone to talk to me about my account has been nearly impossible for the last month! The only way I have been able to get a response from Bovada is to email them. Now they are telling me to call in and discuss my account. That has not worked the last 100 times I have tried. Do not play on Bovada they just take your winnings for whatever reason they feel that they can use.

Posted on February 11, 2020

Hello Sarah,

The investigation into your account has concluded with findings of the violated Terms and Conditions rules as we sent by email.

If you are not satisfied with the resolution of your complaint, you can also direct your complaint to the Dispute Resolution Office (DRO) via disput­ere­sol­uti­[email protected]­bov­ada.lv

Regards,
Bovada Service

Posted on February 11, 2020

I did not abuse your bonus program! After repeatedly asking for an explanation on how I have abused the program I have been sent in circles. I call in and I get one of two responses. Either "that department is busy" and no one can talk to you or "that department is not open" then I am directed to request a call back as I have done 10+ times in the last 2 weeks. I am told the call back will take 24-48 hours. After not receiving a call back ever, I call back in just to be told that there is no history of a call back request. You guys keep sending me in circles. I did not abuse your bonus program and even if I did in your terms and conditions there is nothing about you keeping funds or disabling the account. Maybe you should read your terms and conditions before posting nonsense. Why is it so hard for you to call me back and talk to me on the phone? No one has done so since this "investigation" started on January 4th. I have requested 10+ callbacks just to get the same response.... nothing! Now it has been over 5 weeks and Bovada has made not only the $6700 they stole but an additional $3300 from the price of bitcoin rising. Please show me or tell me how I violated your bonus program and show me where it states that you can take my money for such alleged abuse!

AskGamblers
Posted on February 11, 2020

Dear Bovada Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support your accusations towards the player, with quoted terms that have been breached.

As per the AGCCS /AskGamblers Casino Complaint Service/ Terms, we consider all the information presented during the course of our complaint process totally confidential and not shared with third parties. Please send required information directly to suppor­[email protected]­skg­amb­ler­s.com.

Thank you in advance.

AskGamblers
Posted on February 18, 2020

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

Posted on February 20, 2020

Bovada has now been holding my funds for 46 days saying I violated the terms and conditions. I have repeatedly asked for an explanation on how I violated their terms and conditions and where it says that they can confiscate my funds. I have been repeatedly asked to provide a date and time for them to call me and discuss the situation which I have provided several times. Each time I never get a call back just emails saying that I am still in the queue and I will eventually get a call back! This is the absolute worst customer service I have ever encountered. 46 days!!! The crooks at Bovada have now made more then $3000 off of the price of bitcoin rising with my money! Please just give me the money that I rightfully won on your site!

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