Complaint #426 Bovada Casino

Does not pay out, does nor provide answers why

By Theyarecrooks

6 years ago

Message on forum

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.

Disputed Casino Bovada Casino

Reason Declined payment

Discussion

Theyarecrooks

6 years ago

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!

AskGamblers

• Support Team

6 years ago

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.

AskGamblers

• Support Team

6 years ago

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 support@askgamblers.com.

Thank you in advance.

Theyarecrooks

6 years ago

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!

Bovada Casino Complaint Stats

Resolved 326 / 500

Avg. Amount $6,571

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Bovada Casino Complaints

See all complaints for this casino

Refuses to respond

Months ago I got back into betting hang my Bovada account which I’ve had for years and never any issues, I was offered a bigger bonus which I accepted and then did the rollover betting on various events and specifically tennis, I ended up getting lucky and doing pretty well and went to withdraw and was asked for my ID and proof of address which I sent in right away. Now after 6+ weeks I still havent gotten any response or communication into what is going on or why they refuse to let me withdraw.

Seems to be when I was a loser they let me withdraw just fine but the one time I win I now had to jump through all these hoops and they are refusing to let me withdraw.

Any help would be greatly appreciated.

93h left

$114,000

Bovada Account Disabled and Verification Pending for Over 10 Days With No Updates

My Bovada account was disabled on May 20, 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 10 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 $11,000 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 internet bill I submitted as proof of address. However, the address on my driver's license is different, as it has not yet been updated. Despite this, I provided all requested documentation immediately and have fully cooperated with the verification process.

I understand that verification reviews may take some time. However, I believe that more than 10 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.

94h left

$11,000

Account disabled with 8200 declined withdrawal

Bovada declined my withdrawal of about 8200 and disabled my account on May 23rd, 2026. They sent an email stating I need to send in my ID, front and back, and a selfie holding my ID, also a proof of address which I did. I sent in a gas bill. They said it would take 24-48 hours to resolve my issue. It has been longer than that and the customer service chat is no use. They say there is no time frame which I find insane that they would close my account and tell me to send in my information, then proceed to tell me there is no time frame to get this resolved. I have seen the complaints on here and I have to say I'm worried about sending in my information to them.

I'm asking for help from ask gamblers to hopefully get them to speed up the process so I can continue with my withdrawal. Honestly this whole thing is making me not even want to use their site anymore and seeing these complaints on here has made me have doubts about this company. Ask gamblers can you please assist so I can withdrawal my funds please.

87h left

$8,200

Confiscated winnings earned

Hello,

I wrote this formal complaint on 3-15-26 after escalating over $3,000 of confiscated funds taken away from my account respectfully and was told by Bovada's dispute complaint department a response would be had no later than 10 business days, yet here we are roughly 90 days later and to no avail/no response period! This despite several attempts to resolve 5-30-26.

Formal Dispute of Refer-a-Friend Confiscation

To Whom It May Concern,

I am formally disputing the confiscation of over $3,000 from my Bovada account related to an alleged Refer-a-Friend violation. But no specific clause or term has been identified.

My referral is a legitimate, separate individual who does not live with me and has never used the same device, or Wi-Fi network.

Despite requesting clarification, Bovada has not identified the specific clause in the Terms of Service or Refer-a-Friend program that was allegedly violated.

Please provide the following:

The exact section of the Terms & Conditions that was violated

The evidence used to determine this violation

The justification for confiscating both my winnings and my referral deposit

If no specific contractual violation can be identified, I respectfully request that my funds be reinstated immediately.Winnings and my original referral deposit. Or please escalate to your investigations department for formal review. Lastly

If necessary, I will escalate this matter through formal dispute channels and public complaint services if to no avail.

Thank you.

Sincerely,

My account remains open and fully operable yet Bovada confiscated my deposits and winnings, despite again my several attempts to receive clarification of so called violation of “refer a friend”terms .

57h left

$3,000

Disabled account with 1833 USD

Hello,

I'm filing this complaint against Bovada because they disabled my account, and despite providing the requested documentation, they keep it locked with my funds.

I deposited there 2166 $ and never won anything because they limited my account, so after that, I decided to withdraw my balance, but my account on 22 April 2026 got disabled. They asked for a set of documents for verification, which I provided 1st time on 05/06/2026. I received an automatic reply that they got my documents, but my account was still disabled for days after.

I contacted their live chat, and their CS acted surprised that they didn't get my documents and asked to resend them.

I provided them with the same set of documents on 05/12/2026, but this time, after 2 days, I got an email saying that my account is under review right now. It has been over a week, and nothing has happened.

This is very shady. I feel I'm going to get scammed by this company, as I see so many cases like mine. I would understand if the verification were taking so long if I had won an enormous amount, but my account was not even in profit, and I just would like to get my money back.

Resolved

$1,833

$168,000VIP Account Locked Over 1 Month

Hello,

I am submitting this complaint and kindly asking for your assistance regarding an issue with an online casino.

I have been using this platform for almost 3 years. Around 6 months ago, I became more active, went through significant losses, reached VIP status, and eventually managed to recover and move into profit through regular play.

At one point, my account balance reached approximately $168,000.

Everything was functioning normally until I requested a withdrawal — this was not my first withdrawal, but one of several:

this particular withdrawal took longer than usual
I was then asked to complete verification
shortly after, my account was locked

I have submitted all the requested documents in full.

It has now been over a month, and:

my account remains locked
the verification/investigation process is still ongoing
I am receiving responses from support, but only general updates without any clear timeline or resolution

I fully understand and accept that verification is required, especially for larger amounts. However, the duration of this process and the lack of a defined timeframe are very concerning.

My main concern is that I currently have no access to my funds despite complying with all requirements.

I would greatly appreciate your help in reviewing this case and assisting in resolving the situation.

Thank you in advance.

Resolved

$168,000

Account Disabled and Over a Month Without Update

My name is < full name removed >, my account was disabled on Bovada for KYC identity verification. I submitted my documents which were accepted and it’s been over a month without an update and keeping me locked out of my account. I have reached out numerous times to which they respond that they don’t know why it’s taking so long but to just wait. I was given a timeframe of 48-72 hours and it’s been five weeks. It’s very convenient my account was suspended right after I finished my bonus requirements and was trying to withdraw funds. Please help me get them to actually re-enable my account.

Resolved

$2,480

Disabled account with no communication

Hi AskGamblers, looking for some help after reading online about you guys and hopefully getting some answers about my issue / concern.

I’ve had a bovada account for a few months to this point and never had issues with deposits or withdrawals. Come April 1st I was given a $10,000 100% bonus which seemed great at the time and deposited, completed my rollover, and went to withdraw some of the funds in my account on April 11th. The next morning I had an email stating my account was not able to be verified and was asked to send in my ID, holding it, and proof of address. All was sent on the same day and a response was received saying they would review the forms.

Since then I haven’t received any response. Customer support continues to tell me I just have to wait, but it is quite concerning seeing as I have a lot of funds in my account and seemingly no access to them.

As of today I still do not have access to my account and no consistent communication regarding the process or access to the funds.

With this I am requesting any available assistance with this matter with either a full restoration of my account or a written explanation why my account remains disabled

Will provide all screenshots below and happy to help however I can. Thank you.

Unresolved

$5,000

Bovada Owes Me Money Has Disabled My Account

My account has been disabled since April 8th after trying to withdraw with no explanation given on why, I was told to verify my identity by submitting my ID, Selfie with ID & Proof of address. I sent everything they asked for with no issues at all. April 10th I received an email stating they received my documents and would investigate my account with a timeframe of 24-48 hours. I allowed that time to pass given an extra 24 hours before I eventually contacted them and asked for an update. I was then told there was no time frame and was not given any reason why my account had been disabled.

I am asking for a detailed explanation of what caused my account to be disabled, and when I can retrieve my funds from my winnings.

It is now April 23rd and I have no updates on my account.

Resolved

$1,200

Account disabled with 2000 balance withheld without explanation

Dear AskGamblers

I am requesting your assistance in resolving an issue with my Bovada account.

I created my account using a referral code and received a sports bonus. Through wagering, I was able to build my bonus balance up to approximately $2,000 very quickly.

At the end of March, within 3 days of creating the account after my wagers reaching up to $2000 in bonus funds, my account was suddenly disabled without any explanation. I was later asked to submit verification documents, which I promptly provided. Bovada confirmed that my documents were received.

It has now been over 3 weeks, and I have not received any updates regarding my account or my bonus balance. I have contacted Bovada support multiple times, but I am only told that my account is “under investigation,” with no further details or timeline provided.

I have fully complied with all their requests and have not been given any reason for the account closure or delay. The lack of communication and the extended investigation period are very concerning.

I kindly ask AskGamblers to help facilitate communication with Bovada and assist in resolving this matter. I would like Bovada to either complete their investigation and restore my account access, & provide a clear explanation and a fair resolution to why my account is disabled.

Thank you for your time.

Resolved

$2,000