Complaint #1374 Bovada Casino

My account is still under review

By Trez S.

3 days ago

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

Disputed Casino Bovada Casino

Reason Verification issues

Amount $7100

Discussion

87 hours left for Bovada Casino to respond.

Bovada Casino

• Representative

1 day ago

Hi there,

We understand your desire for a clear completion date and appreciate your patience while your account remains under review. However, we sincerely apologize that we are unable to provide a definite timeline for the completion of this investigation.

We understand that this may be frustrating, particularly when access to your funds is a concern. These investigations require time, and their duration can vary depending on the circumstances. While they may take several weeks and, in some cases, approximately one month to conclude, this is only an estimate and not a guaranteed timeframe. We prefer not to provide a specific completion date that may later need to be extended, as we recognize that doing so could cause further frustration. Please rest assured that we aim to resolve all reviews as promptly as possible.

Regarding the nature of the investigation, we are unable to disclose the specific details or procedures involved. The review is conducted to assess compliance with our Terms of Service. As agreed upon during registration, Bovada reserves the right to review accounts when necessary as part of its compliance procedures.

To address your concerns, please see our responses below:

1. Confirmation of submitted documentation

We can confirm that all documentation requested from you has been received and is sufficient for the review to proceed. There are currently no outstanding documents or additional requirements pending from your end. Thank you for providing the necessary documentation and cooperating with the process.

2. Clarification regarding the investigation

At this stage, there is no additional information we can provide regarding the specific details of the investigation. To clarify, your account is not undergoing a standard identity verification process. Rather, it is subject to an investigation to assess compliance with our Terms of Service. These are separate processes, and the fact that your account has already been verified does not prevent it from being subject to a subsequent review.

If any potential violations are identified, you will be notified and updated accordingly. If no violations are identified, the review will proceed based on its findings and applicable procedures.

3. Estimated completion timeframe

We sincerely apologize that we cannot provide a definite completion date. As mentioned above, investigations may take several weeks and, in some cases, approximately one month. This is an estimate only, as each review is different. We understand the importance of having clarity and assure you that we aim to complete the process as quickly as circumstances allow.

4. Status of your balance and withdrawal eligibility

We understand your concerns regarding the $7,100 balance displayed in your account and the amount shown as available to withdraw. At this time, your funds remain in your account and have not been removed as part of this review.

However, we are unable to guarantee withdrawal eligibility or confirm that a withdrawal will be approved until the investigation has been completed and its outcome determined. Any decision regarding access to your funds will depend on the findings of the review and the applicable Terms of Service. If any violations are identified that affect your account or withdrawal eligibility, you will be informed accordingly.

We sincerely apologize for the uncertainty and inconvenience this situation has caused. We understand that you would prefer more detailed information and a firm resolution date. Nevertheless, we must allow the investigation to proceed through the appropriate review process before a final determination can be made.

Thank you for your continued patience and cooperation while our team works toward completing the review. We appreciate your understanding that these procedures form part of our compliance obligations and are intended to ensure that accounts are assessed in accordance with our Terms of Service.

We hope we answered all your questions shared.

Best regards

Bovada Social 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.

Complaint Status

87h left

$7,100

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Bovada Casino Complaints

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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.

89h 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.