Complaint #1240 Bovada Casino

Mega scratched card removed

By Macbethwayne

1 year ago

So last Thursday night was my last night of having access to my mega scratch card at this casino. Let me include details on what the mega scratch card is and how a player can become eligible to gain access to Bovada’s Mega scratch card. A player must make a qualifying single deposit no less than $150 and also must wager $500 in casino. Once player has completed there terms said player has gained access to mega scratch card for 7 days being able to scratch the card once a day. So as my last scratch happened on Thursday night I was thinking to myself that I wanted to make another qualifying deposit that day some time so I would become eligible again. If a player that is not eligible for the mega scratch card goes to the section of the website where the scratch card is a message appears and tells the user how to become eligible which I stated earlier is the $150 deposit and plus wagering $500 in casino even if the player has just completed their last scratch card and returns to that section of the website again if they’re not eligible. But if a player is still eligible for the scratch card and goes to that section of the website then it shows the player’s last scratch card with a timer displayed on when you’re next scratch will be ready. So Friday morning before I made the qualifying deposit again I double checked the mega scratch card section saying to make sure before I deposited. So I deposited and played the wagering terms then I was eligible for the scratch card again. Mind you the scratch card can only be scratch once every 24 hours at the minimum. So about 14 hours later well within the 24 hours that is required to wait til your next scratch I was able to scratch again due to the simple fact that I had lost my eligibility the night before and becoming eligible again by my deposit and wagering . If I had never lost my eligibility I wouldn’t have had the opportunity to do my scratch only 14 hours later I would had to wait the 24 hours due to the timer on the scratch card section of the site. Which means I restarted my scratch card bonus and unlocking it for 7 days but after 2 days only of scratching this casino decided to strip me of this bonus even though I had unlocked it again and once unlocked the player has 7 days of access to it. For 7 days . It doesn’t show anything about how they can pro rate and decide to pull it whenever. I think I was done wrong and I’m a very loyal player with a very high player status there and also in my provided screenshots the agent I was speaking to clearly states that I was indeed eligible for the scratch card and that it should be appearing on my end which it wasn’t then the same agent decides to change his story and tells me I’m not eligible anymore trying to quickly end the chat .

Disputed Casino Bovada Casino

Reason Bonus removal

Discussion

Macbethwayne

• 1 reviews

1 year ago

Can anyone help

Macbethwayne

• 1 reviews

1 year ago

So no comment

Macbethwayne

• 1 reviews

1 year ago

No that’s not true. I deposited on a Friday. I scratched that afternoon and that Saturday maybe Sunday but I don’t believe I did I only remember doing 2 scratches. I did indeed close my account because of how much you guys truly in no way are willing to work with your customers especially loyal ones. You guys sit back in your office getting a huge laugh off all this and think anyone that has anything to say or complain about anything to do with your casino is nothing but a degenerate gambler and you literally treat all of your customers like that. Look at all these complaints, you have against your casino. Look at your rank on this website for instance. Customer service is supposed to be there to provide assistance and aid your customers. No matter if they are loyal ones or not. But you guys see us all as beneath you and not willing to work with any of us just ready to get off that chat did not provide any assistance, causing a lot of us to be upset about it. So yes, I had my last time be after this incident because I have not ever felt so unappreciated or never acknowledge as a customer with you guys. I want proof showing that I was able to do those spin those days because those messages say otherwise you gotta shut down my scratch card those messages show at all your own agents even said that I wasn’t able to scratch it and that there’s nothing that anyone can do. I made that deposit in the hopes that I would be able to scratch with your casino all week hoping for a chance to have extra financial backing throughout the week. You guys took that away from me. I made that deposit with the last bit of my money. I close my account because I no longer respect your casino. But at this point, I don’t even want anything to do with your casino so I don’t want my scratch card. I’m hoping the only resolution that we can agree on is that I just get my deposit back in my account will remain permanently disabled, as I have no problem with to not play with such a Casino like yourself.

Bovada Casino

• Representative

1 year ago

Thank you for your continued patience. We've completed a review of your account in relation to the Scratch Card promotion.

We can confirm that a qualifying deposit was made on April 4th, and the first Scratch Card reward was issued at 8:14 PM that same day. Additional rewards were successfully issued on April 5th, 6th, and 7th. No further rewards were granted following the permanent disabling of your account on April 8th.

We sincerely apologize for any confusion or inconvenience you may have experienced during your interactions with our support team.

Bovada Casino Complaint Stats

Resolved 338 / 515

Avg. Amount $6,903

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, 211 out of 318 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

My account is still under review

My account screenshot shows both my balance and the amount “Available to withdraw” as $7.1k.”

I submitted verification documentation to Bovada. Their Verification Team acknowledged receiving it and stated that my account is under review. However, their response provided no expected completion date, no specific explanation for the investigation, and no clarification about whether additional documents are required. They also stated that no further details would be available until the review is completed.

I understand that account verification may be necessary, and I am willing to cooperate with legitimate requests. My concern is the lack of a clear timeline and actionable information concerning the review and access to my funds.

I am requesting that Bovada:

1. Confirm whether my submitted documentation is sufficient and identify any outstanding requirements.
2. Provide a clear explanation of the unresolved issue, to the extent they can disclose it.
3. Provide an estimated completion date and complete the review promptly.
4. Confirm the status of my $7.1k balance and allow withdrawal once verification is successfully completed, or provide a specific written explanation for any restriction.

I have attached screenshots showing the balance listed as available to withdraw and Bovada’s acknowledgment of my verification documents.

If this matter is not resolved through AskGamblers’ mediation process, I intend to file a formal complaint with the Florida Attorney General’s Office, including the relevant account records, verification correspondence, and documentation of my $7.1k balance. Sorry in advance to anybody that uses them in Florida because I know by doing this people In Florida won’t be able to use bovada anymore

52h left

$7,100

Account not unlocked after being told it was verified

I submitted my documents on the 28th on 29 September. I received a email saying my documents will receive in my account is under review. I am still waiting for an update. I haven’t received one.

I was told it would take 24 to 48 hours this all happened because I tried to withdraw a little 1000 on my account and now my account is under review

I submitted everything that ID the selfie with the ID and the utility bill, I don’t know what’s happening and I don’t understand why I haven’t received an update in why I would lied to and told that we only take 24 to 48 hours and it’s been well over a week now.

Resolved

$1,000

Account disabled for almost 2 weeks after completing full KYC registration

I am filing this complaint because Bovada Casino has completely disabled my account and withheld my funds for two weeks despite my complete compliance with their identity verification process.

Timeline of events:

1. I initiated a crypto withdrawal request for $1,500 via Litecoin, which I later adjusted to leave a pending withdrawal of $1,250 and a remaining playable balance.

2. Immediately following the request, my account was disabled, and I was asked to complete a KYC check.

3. I have fully completed every single requirement requested by Bovada. I successfully passed the biometric face scan, provided my valid driver's license, and uploaded my proof of residence.

4. I received official email confirmation from Bovada acknowledging that they received my withdrawal request and successfully received my KYC documents.

It has now been 14 days with zero updates, zero communication, and my account remains completely locked. I have done everything asked of me. I am requesting that Bovada's compliance team manually review my verified documents, re-enable my account, and process my pending Litecoin withdrawal immediately.

53h left

$1,500

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.

Resolved

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.

Resolved

$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.