Complaint #1003 Bovada Casino

Identity Verification Process taking over 10days when I tried to withdraw

By Jmoney0803

2 years ago

I have been trying to withdraw for over 7/8 days and have submitted the requested documentation multiple times and I am not getting any responses into when my account is going to be open.

I have about 3700 in there and my account was disabled when I tried to withdraw it was never a problem depositing money.

I was told it would take only 24-48hrs to verify and it is going on day 10 still account disabled and no access to funds.

Disputed Casino Bovada Casino

Reason Verification issues

Amount $3766

Discussion

AskGamblers

• Support Team

2 years ago

Dear Bovada Casino,

We respectfully request that you provide a timeframe for the conclusion of the investigation, considering the duration of time that has already passed. Without a defined timeframe, we regret to inform you that we may need to consider closing the complaint as unresolved until such time that the investigation is completed. After the investigation is finished, feel free to ask for the complaint to be reopened.

Thanks in advance for your cooperation.

Jmoney0803

2 years ago

This is day 19
Spoke to supervisor on October 13 Friday Jamella she reassured my my funds were safe and that how long this investigation was taking was unacceptable and she would personally reach out to security. After speaking with security team Jamella informed me my investigation should be concluded within 24-48hrs. Today is October 16 over 72 hrs later still account disabled .

Bovada Casino

• Representative

2 years ago

Hi there! We apologize for the delayed response. Thank you for providing the requested information. Your account review is still ongoing. Unfortunately, we're unable to provide a specific timeframe as this is dependent on details revealed from the review. You will receive an update via email once completed.

Thank you for your continued patience and understanding.

Regards
Bovada

Jmoney0803

2 years ago

Dear Bovada

I am reaching out in regards to getting help with the ongoing issue I have been having for the last 14 days on your platform. My player email address is <email address removed>. I have a balance of 3766 in my bovada account. I have made two deposits since opening my account. On September 28th I initiated a withdrawl and my account has been disabled and I have been talking to customer service everyday in the chat and via email, I was told that it was regarding my identity needing to be verified and certain documents needed to be obtained. I have sent in all the necessary and required documents. After 10 days and thus far very past the 48hr window time frame I was given I was told my documents were confirmed and that they were all valid but now my account is under investigation because other accounts have similar information as mine. I don’t understand that as this is my first and only bovada account. I have no other account with bovada. I have had my account disabled and not access to my funds for two weeks now this is very frustrating as I planned on using that money for necessary bills. Can you please please help get this situation resolved. I keep getting no answers nor any expected time frame on a resolution for this matter. Please help.

Sincerely <full name removed>

Bovada Casino Complaint Stats

Resolved 335 / 513

Avg. Amount $6,928

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Bovada Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 208 out of 316 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

Bovada Casino Complaints

See all complaints for this casino

Waiting for investigation to end

Hi,
My account was disabled on september 19 requesting for documents that were sent immediately and soon after i received an email stating the the account is under investigation.
It's 23rd september today and I have received no response from this casino or any of it's representatives

This seems to be shady behavior in order to not pay customers that won.

Please assist with this.

81h left

Account disabled and verification pending for over 6 days

My Bovada account was disabled on September 12th 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 6 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 $9,990 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 cricket phone bill I submitted as proof of address. However, they have asked me for a hard copy so i went and sent that then they asked for a bank statement went ahead and sent that Despite this, I provided all requested documentation immediately and have fully cooperated with the verification process. And now they keep asking for adress proof but state that they have recieved it and its crazy because i keep receing an adress proof request of a different type of bill …

I understand that verification reviews may take some time. However, I believe that more than 7 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.

Unresolved

$9,990

Verification delay

I been waiting almost ten days for my verification after getting my balance over 64,000. I heard great things about bovada so I believe my money is safe.

But this process is absurd especially after I sent in all my documents asked for and sent in the right format. I just want my verification escalated please being that I’ve went through this process before but only after winning..

I even got a email saying I’ll know something in 48 hours it been over a week now. I fully understand the importance of identity verification and security procedures. However, I did everything requested of me and followed all rules. From my perspective, the only reason my account was disabled is because I won a significant amount of money. But I’ve lost more.

I am requesting that Bovada:

Provide a clear and specific explanation for why my account remains under investigation
Re-enable my account immediately
Release my rightful winnings without further delay

I am filing this complaint in hopes that AskGamblers can assist in getting Bovada to resolve this matter fairly and promptly, as I believe my account has been unfairly disabled despite full compliance with all rules.

Resolved

$64,000

Disabled my account and asking me to verify now giving me the run around

So I’ve been gambling with Bovada for close to 2 years straight. All I use is them. Minimum bets are 1k- 5k. Respectfully, I bring them a lot of money.

Never ever had a problem with anything up until just recently. I hit maybe 2k in 2 nights on live bets, and I’m up my 10k with them for the year. Out of nowhere, my limits were dropped significantly, even on ML straight bets. And when I went to withdraw, it wouldn’t let me. Literally the first time ever.

Waited a day, went back on, and my account was disabled.

I’ve been going back and forth with the customer service agents, and 1 out of 10 is helpful. The rest give you the same story. I’ve sent my documents 4 times, Bovada.

I haven’t violated any rules or tos.

I just would like to be able to work with you guys. Can you please help me???

It’s been since August 18th that I’ve been dealing with this, and nothing has changed.

Rejected

$10,551

My 20k sitting in account and my account is disabled

I am new on bovada, i have deposited around 5000 in bitcoin into sports betting. Got some wining strikes. somehow i have managed to raise my account total up to 20k. I tried withdrawing $9500 on 8-15th, with the request being eventually denied. I got locked out of my own account. I'm sure you guys are familiar with their process when they do this, but they proceeded to ask me for identity verification. I submitted all the necessary documents, and soon the verification team emailed me saying the requested documentation has been received.

Please help. The money that they're holding in my account would be super impactful especially right now. I've pleaded with them and they just keep saying be patient. I don't know what sort of investigation could potentially take this long but I need answers.

Resolved

$20,000

Long process verification

I been waiting almost ten days for my verification. I heard great things about bovada so i believe my money is safe . But this process is absurd especially after I sent in all my documents asked fornalso sent in the right format . I just want my verification escalated please and thank you .even got a email saying I’ll know something in 48 hours it been Ovwr 72 hours

Resolved

Account in review

Hello,

Account balance: around $2800
documents submitted: id, selfie, utility bill

It has been two weeks since I have sent all the required documentation to this company and every time I reach out to them they ask for more time to review the account and it is under investigation.

how can this be ethical?
would appreciate more clear timeline and release of money

Unresolved

$2,800

Account still disabled due to investigation since May 24 with 11000

So during May of this year I went on a pretty good run with my baseball bets, and I ended up getting my account balance up to around $8,000. I tried withdrawing $4,600 on May 23rd, with the request being eventually denied. I'm sure you guys are familiar with their process when they do this, but they proceeded to ask me for identity verification. I submitted all the necessary documents, and soon the verification team emailed me saying the requested documents have been received and verified. I logged back into my account and placed two more bets on two different baseball games ($750 each which made over $1,000 profit on each) and submitted another withdrawal attempt, also I'd like to mention that once I logged back in, I noticed they placed betting limitations on my sports bets. I went to sleep and woke up to both of my games hitting which was super nice, but when I tried to log in I got the dreaded "Your account has been disabled, contact customer support." Of course the withdrawal I placed after submitting my documents got rejected as well, and now it is July 16th, with no conclusion and each time I contacted them, I'm given a similar response. They ask for patience, which I've tried my best to be but honestly that kind of money could make a different for me big time. I'm aware of the situation because it happened to my friend's wife's account but her account got resolved in around 4 days. It's almost been two months with my account.

Please help. The money that they're holding in my account would be super impactful especially right now. I've pleaded with them and they just keep saying be patient. I don't know what sort of investigation could potentially take this long but I need answers.

Resolved

$11,000

Bovada Account disabled after completing verification

Hello,

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

I deposited and played over the course of the last several months and successfully withdrew before. Recently, I won roughly $18,700, my biggest win ever and I tried to make a withdrawal.

On July 2, 2026, they asked for documents to verify my account, which I provided the same day. On July 3, 2026, my account was re-enabled after my documents were reviewed. Then on July 8, I got my account to 18.7k, and before attempting my withdrawal, I updated the phone number on my account because I was having issues receiving text messages. However, on July 8, when I tried to withdraw my winnings, my account was disabled again and placed under investigation. I received an automatic reply that my account is under review and have been told by live chat that I would receive an update within 24–48 hours, but that time has passed and I still cannot access my account or my funds.

I contacted their live chat throughout the process.

This is very shady. I hope this can be resolved and not take months like some cases, as I see so many cases like mine where people feel unsatisfied or scammed.

Resolved

$18,700

Withdrawal Declined and no reply

I have been a verified account holder on Bovada.lv and made a deposit of approximately $4,000 in May 2026. When I attempted to withdraw my winnings, my account was suddenly disabled for review with no explanation provided.
This is actually the second time this has happened. My account was previously suspended in April 2026, at which point I completed the full verification process and was told my account was in good standing. I even confirmed this with their support team before making my deposit, and was explicitly assured I could use the account without any issues.
It has now been over two weeks since my withdrawal was blocked and my funds have been frozen. I have received no timeline, no explanation of what is being investigated, and no resolution. I believe Bovada is deliberately delaying withdrawals to avoid paying out customer winnings.
I am requesting that my funds be released immediately and that Bovada provide a clear explanation and timeline for this review.

I have also filed a consumer complaint and my next step would be to provide this information to FBI for investigation in this company for not releasing our money.

Unresolved

$4,000