Complaint #337
Bovada Casino
Still has not reopened my account after receiving my documents a week ago
6 years ago
On October 13, 2019 I reached out to Bovada company to withdraw money from my account. I was connected to an agent by the name of Shayla. Shayla began asking me security questions to confirm my identity, which I complied and answered. Being that I’m a new Bovada subscriber, I explained to Shayla that I wanted her to help me with withdrawing funds via bitcoin to prevent error on my end until I get comfortable with the procedure to do it myself. So, Shayla then proceeded to put me on hold. Approximately 3 minutes later, a supervisor by the name of Tishawna picked up and stated that I need to email two pictures, one of my driver’s license and the other with me holding the drivers license next to my face. Supervisor Tishawna stated that representative Shayla reported that “I sounded like a female on the phone”, even after verifying all of the information asked of me. I just want to say that Ive never felt so discriminated against in my life. I’ve always spoken to Bovada about any concerns I’ve had if I didn’t understand something, including withdrawing money (which should be documented). Not only was my account temporarily disabled until verification complete (24-48 hrs) but I’m now scared that my bets submitted for this day will be froze as well. I would like to add a suggestion to provide more methods of security verification instead of assuming a customer’s voice doesn’t sound accurate or to the representative’s standards. I’m not sure if I’m the only customer to experience this but it safe to assume that customers may have been scared away from this. To send a picture with my face next to my ID, has made me feel not only discriminated against but also like a criminal. As of October 17,2019, my account is still in disabled status after receipt and confirmation of my documentation.
Screenshot
