Complaint #100 BoVegas Casino

Stalling on ID Verification by Finance Dept

By adussling

2 years ago

I want to make a complaint against BoVegas Casino as I've been trying to get my account verified since the 1st day I started playing on this site on 4/11/24. I submitted my verification documents almost immediately after depositing on this site on 4/11/24 -- I emailed my drivers license (Front/Back) and Energy Bill for my home as proof of address and a picture of me holding my Drivers License and I submitted a photo of my debit card (front/Back) and copy of the credit card authorization form which I obtained from their site and I filled it out with my cc info just in case it was needed, I was trying to cover all basis. I had made a deposit to this casino with Bitcoin so the credit card info I sent wasnt really necessary but on their site it listed this as something needed for account authorization. I also received a call within minutes after my Bitcoin deposit from BoVegas to verify/confirm me as the account holder/depositor and this was completed and I received email confirmation at 2:15 a.m. on 4/11/24 that my account had been verified. I played on the site with my bitcoin deposit of $23.08 and my account grew up too 1K. Please note that I never used any bonuses and the money won was with my own funds.

I received an email from BoVegas on 4/15/24 and it goes: "Hi there, friend! How have you been? We've noticed it's been a while since your last play in our Casino. Just wanted to remind you that we're always here to assist with any concerns you might have – is there anything we can do for you? By the way, you've got $1,000.00 for you on your playable balance! Why not dive back into your favorite games?"
I wasnt playing down my balance as I was paitiently waiting for my account to get verified, so I was suprised to see an email from them asking me to play down my winnings. I wanted an email saying my account had been verified and I was thinking about replying to email inquiring about my verification but decided not too. Then finally on 4/17/24, I received an email from someone in the finance department requesting additional documents from me in order to proceed with the withdrawal.
They were requesting:
"1. Payment Verification Form - needs to be filled (with relevant information for wire transfers), signed and dated.
You may find it here: Payment Verification Form
2. Bitcoin (BTC) Wallet Address as an alternative withdrawal option (please specify if available). "

I replied to their email immediately with the above requested information. I emailed them their form filled out with my banking wire info along with my Bitcoin wallet address and even provided them with a screenshot (to be on safe side again) from Coinbase showing my Bitcoin address to double verify it for accuracy. This was all done on 4/17/24 at 8:45 a.m. I've contacted their chat help almost daily for status updates to only get cut/copy/pasted reponses from all the customer service reps informing me of the 3-4 days waiting timeframes and reminding me that if info is incorrect/inaccurate that this will delay things. I can assure you that they have more than enough to verify my account and it seems as if they are stalling on doing this so they dont have to payout my winnings. As of right now my account is at $2,000.00 and I want to withdrawal all of it and close my account with this site. I've played on many other online sites and I have never ran into this with any other site. Yes, some places take longer than others to verify identities and it can be frustrating at times, but this is beyond ridiculous! I mean how much more could they possibly need to verify me as a valid person and then once verified, how long will I have to wait for approval for payout, and then who knows what BS they'll try and come up with to not pay me out my winnings. I'm starting to get the sense that this place just does not operate legitimately like all the other sites I play on or have played on. I have never gotten the runaround like I have here and it's frustrating. I have my emails I can forward to substantiate my claim against them, and I am going to start taking screen shots of any interactions I have going forward with them on chat as I didnt think to do this previously but will do from now on. Please help me get my winnings from them, I'm losing hope that they'll do the right thing and verify my identity and approve me for withdrawals.
I've been doing quite a bit of research and have found that they tend to do this a lot to people and it's not right! I worked in the past for the Attorney General of the State of Minnesota and also the 2nd Judicial District / Ramsey County Courthouse, so I know state statutes / laws / rules & regulations and the way this site operates -- it's just not right. There is something very wrong with their processes and they either need to be completely overhauled and redone because it's not right what they are doing to their customers. Makes me very upset and want to make sure that they are held accountable for their actions. They have no problem taking peoples money, no questions asked -- they dont care if you deposited from Bitcoin, Credit Card, any other Crypto Currancy - anything, they'll gladly accept it. But when it's the other way around, we have to provide more than should be necessary, jump through hoops and still have to wait on their drawn out processes only to find out in their legal BS written on their site that people lose out on their winnings due to their 30 day rule or whatever other garbage they can come up with to not pay out, or pay out in small incriments weekly and/or monthly. It's just nonsense and needs to stop~! No other sites do this, why should they get away with it!!!!!! Makes me just sick to my stomach. I want my winnings, please help me get them!

Disputed Casino BoVegas Casino

Reason Verification issues

Amount $125

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that BoVegas Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

BoVegas Casino

• Representative

2 years ago

Hello,

Please be kindly advised that the player was informed about bonus limits. On April 10th player with username adussling joined our chat and asked to redeem a no deposit bonus. Customer support agent activated the bonus and explained that this is a no deposit bonus with 50x wagering and maximum cashout limit of $100. Also, agent specified that a deposit will be required in order to cashout winnings from a no deposit bonus (Screenshot of chat conversation you can see in attachment). On April 11th player completed the wagering of bonus and the same day deposited $23 on top of no deposit bonus winnings (see screenshot attached) therefore activated no deposit winnings and made it withdrawable. Using winnings from no deposit bonus player managed to increase balance however bonus limits considered active until winnings withdrawn or balance goes below $0.30.
According to T&C of Bovegas casino 3.1.4. All No Deposit Bonuses are subject to the Wager Requirements and Maximum Withdrawal Limits listed above (unless otherwise stated). 3.1.5. Once a player has met the Wager Requirements and is able to make a withdrawal, any amount that is over the Maximum Withdrawal Limit will be removed from the balance, as the player will not be able to withdraw these funds.
This information is available for player and was explained during Chat conversation upon bonus redeeming.
Therefore $125 ($100 of maximum cashout limit + $25 of player deposit) was approved and rest of the winnings was removed according to the no deposit bonus Terms.
During the whole procedure starting with documents verification and ending in withdrawal approval, we never delayed a player without a strong reason (such as missing information during verification) and all approval steps were made within T&C of the casino.
As of now player received all winnings according to bonus terms.

adussling

2 years ago

I received an email from BoVegas's Finance Dept yesterday stating that I will be only receiving $125.00 out of my $1700.00 - I won because they are "Claiming" I won with a "No Deposit $50.00" coupon and the rest of my winnings were voided.

This is a false accusation and I won with my own funds.

These are the Facts: I won the money with my own deposited funds and I'm beyond disgusted with this accusation and voiding of my winnings and it makes me sick to my stomach.
Fact: I did sign up with this "No Deposit Bonus" and played through the 50x requirement and the fund type changed from "Bonus" to "Regular" well before I made my deposit. They are trying to attach my bonus that was wagered through and closed out to my deposit saying that I needed to make that deposit to be able to withdraw my winnings, which is false!!! This was a "NO DEPOSIT BONUS" therefore per their own T & C stated on their site and every other site known online - a Deposit is not necessary to withdraw said winnings as indicated on their sites T&C (T&C provided below).
My deposit I made to my account cannot NOT be tied to my closed out sign up bonus and therefore is illegal and against the law and as stated above a "No Deposit Bonus" is exactly that = NO DEPOSIT NEEDED and they need to pay me the rest of what I'm owed which is $1575.00. This is highly illegal not to mention bad business practices and therefore needs to get corrected right away. It's bad enough the drawn-out process for their account verification that took them over 18 days to complete; only after I informed them of me filing this complaint the next day my account was miraculously verified (Imagine That) and I was able to finally put my request in for my FULL amount of withdrawal $1700.00.
No mention of this No Deposit Bonus EVER in all the numerous conversations I had with several casino staffers -- this bonus only came into play day of payout when finance person (Mark) conversed with Miss Alice who i'm sure informed him about me filing complaint with askgamblers and they i'm assuming are irritated with me for voicing concerns about their deceptive practices, so he looked for anyway possible he could to not pay me -- which low and behold he thought he found one in my "closed Sign up bonus" that he is illegally trying to tie to my deposit as they claim I needed to make a deposit to withdraw my winnings. It is disgusting and pathetic the low levels that are being stooped too just to not pay someone their rightfully won money. Never once was this bonus brought up ever in conversation I had with chat support or even the team lead Alice to whom I spoke with via chat -- who by the way actually threatened me by stating this: " Alice (Shift Manager): Also, as much as I appreciate you as our customer, I have to emphasize that using the aforementioned threats as filling complaints to gambling services won't help us resolve the matter sufficiently. In fact, it is a direct violation of our Terms & Conditions – and please, be reminded that you've agreed to abide by our rules upon registration. Consequently, continuously engaging in such actions will eventually affect the withdrawal process and surely won`t help to check the documents faster I am afraid, cause we have to be sure that there are no ongoing claims from player and not resolved issues on account :( I don`t wants that for you and we don`t want to take more time for approving your account for payouts, so I`d kindly ask you to refrain from taking such actions and allow us some more time according to the timeframes to approve your documentation"

In this statement she clearly is the one threatening me in an indirect way. Come to find out days later, thanks to email from Mark @ Finance. My withdrawal was affected - they thought they found there in!!!!! Maybe she is a psychic (JK) she was indirectly warning me of what was yet to come.

This needs to STOP! People have a right to be concerned with their inappropriate conduct and practices at BoVegas Casino and therefore we (I) should be able to express any concerns with casino staff without being threatened with our withdrawals or anything for that matter. Heck, they even have it stated on their website in the lower corner "Don't hesitate to contact us".

It is corrupt, underhanded, illegal, immoral, unethical, bad business practices, I could go on and on. I will take ALL appropriate steps necessary to see that I'm paid what I'm owed which is the $1700.00 minus their pathetic attempt at paying me this BS garbage of $125.00 which totals left owed by BoVegas = $1575.00. I will not stop until I am paid out what I am owed. I have attached the closed out bonus screen print, transactional history of when bonus converted/closed out and became regular funding type, along with other pertinent information. I have redated the appropriate parties out for legal reasons.

Also please note my deposit into my account is never shown on my transactional history but is reflected in amounts. I would like you to know that I never seen my account have this $100.00 amount when the account converted over to regular funding type -- on my end it was at a zero balance when I made my deposit as I would of had no reason to make a deposit if I still had money to play with.

I have also attached an email from casino staffer from 4/15 reminding me of my $1000.00 in playable balance just waiting for me to come back and play with -- Man, they really wanted me to spend down those winnings to nothing, didn't they!

In all my years of playing online at different casino's have I ever encountered the unjust tying of winnings to closed out bonuses, drawn out - archaic delayed verification processes in order to favor their outcome of not having to pay out people's winnings. These are unacceptable and unethical business practices to which they need to be held accountable by. There is a standard for business conduct, to which they clearly are incapable of providing to their customers. BoVegas's underhanded, unfair, unrealistic attempts to succeed will ultimately be their demise. It already happened once, i'm certain it will happen again. In the end Karma always wins!!!!

adussling

2 years ago

No this is not completed yet as I'm still waiting for my withdrawal. I completed the request for withdrawal on the 23rd and haven't heard anything back on whether it's been approved or when it will be sent to my bitcoin wallet, etc. I hope this gets completed soon so then we can close this case. I have more to elaborate on shortly in regards to more concerns I have. More to follow -

BoVegas Casino Complaint Stats

Resolved 39 / 39

Avg. Amount $3,588

Avg. Complaint Duration 12 days

Avg. Response Time 2 days

BoVegas Casino Complaints

See all complaints for this casino

Changes the payout conditions on its behalf

I made a payout request on Nov.21 at 6:38AM using Bitcoin, it says 3 days to receive, it's now November 28nd, when I asked them about it, they said 10 days to send it. It keeps changing when I request one and they won't send it to the CC I use, it's always bitcoin. They have no problem taking my money but they want us to jump through their hoops to get our winnings by dragging it out or changing the number of days to get it. I've been there over 2 years.

Resolved

$2,000

Waiting patiently for payouts

I started my verification on Jan 5th, 2022. After back and forth emails I finally got verified Feb 1 2022.

I then submitted for a $2,000 withdraw 2/01/2022. I have heard nothing back or an update until yesterday when I used live chat and asked. I was told it would be processed 2/10/2021. Still nothing. They say 4-7 business days to process withdraws. Well today is business day number 8. It seems as every form of communication from verification to withdraws is responded to on the last day or later from which they advise.

During the verification and withdraw period I've played and kept my account active. Playing trough 100's of thousands of dollars. I've also asked about my player "teir" to make sure I get maximum weekly withdraws. No solid answer was given.

I am well aware of all terms and conditions and understand that they have the right to choose the installment amount. As the process has been nothing but a nightmare I'd hope to get going with the payments and they be a realistic amount as I have a rather large balance.

Resolved

$25,000

I won $9800 on BoVegas and they are saying they will only pay me in $250 installments

Hi AskGamblers team.

I was getting a red error when submitting my complaint saying the title contained invalid characters.

Here was my original title:

I won $9,800 on BoVegas. They are saying they will only pay me in installments of $250. This would take roughly 40 withdrawals / weeks or 9 months to be fully paid out.

Anyhow, I was searching the web and came across a thread regarding BoVegas Casino complaints and how you helped someone in a very similar situation to mine.

I'm hoping you can help me out too.

My 2nd most recent email to them was this.

By the way, I swear to you, the AskGamblers team, the following is 100% true/accurate;

Subject line: 10 reasons why an online casino won't pay me? And my response specific to my account with BoVegas.

Cited source:

https://www.feedbackcasino.com/why-doesnt-online-casino-pay-me

Dear BoVegas, please see the following and my response to each:

1. You have opened your account with false information.

No, all information submitted is accurate.

2. You have created duplicate accounts.

No. I have only ever created 1 single account with BoVegas.

3. You didn't send your verification documents.

No. I sent in everything required and even had to open a bank account since you accept Bitcoin deposits, but not withdrawals.

4. You have violated the bonus terms and conditions.

No. I followed all rules to a tee.

5. You have used someone else's credit card or bank account to deposit funds.

No. I used my own Bitcoin wallet to deposit.

6. You have cheated.

No. I won fair and square.

7. You have played under VPN.

No. I did not use a VPN.

8. Your bonus hasn't been wagered.

No. I played through the wagering requirements.

9. You were a minor when you played.

No. As proven by my drivers license, I am 38.

10. The casino is unreliable.

To Be Determined.

Sincerely,

Andrew < sername rmoved >

That email seemed to have no effect as I received this response this morning;

Dear Andrew

Thank you for your e-mail.

Please take into consideration, that the installment policy has been applied upon your withdrawal request (kindly see the screenshot from T&C below):

Withdrawal requests are processed by the casino in installments. Once the withdrawal request has been approved for the installment amount, the remainder of the player’s funds is returned to the player’s account. After withdrawal approval, players may then make further withdrawal requests on the amount that has been returned to the account. Each withdrawal request and accompanying installment is processed individually

If you ever need any assistance, our friendly customer support representatives are available 24/7 on Live Chat.

Kind regards,

Mark < surname removed >

Finance Department

BoVegas Casino

... And here is my most recent response to that email, sent about 30 minutes ago;

So you're saying you're going to pay me only up to $250 a week on a $9,800 win?

You do realize this calculates to nearly 40 total withdrawals and 40 weeks to be fully paid out, correct?

You, as a casino have a right to put whatever you'd like into your terms and conditions.

I, as a human being, have a right to call this particular term or item, or arbitrary number of $250 vs. win %, incredulous. Your installments equate to roughly 2.5% of the total amount per week. Less than 3 percent.

Installments are fine. It's the same at most of your competition. But $250 is not. It is in fact, out of the ordinary, to say the least.

So I am appealing to you to reconsider and increase it to 10%, which would equate to $980, and for simplicities sake, just round up to $1,000.

Your own website also states a max cashout of $2,000 on withdrawals, so I am only asking for half of that.

I am trying to be polite, reasonable and fair. This is half of what another part of your website says in it's terms.

So will you please meet me halfway?

I respectfully ask you at least increase the amount to $1,000 a week so we can be done with this in 10 weeks as opposed to 10 months.

I think it is a reasonable request.

Can you please escalate to top level management this email and let me know the response?

Respectfully,

Andrew < surname removed >

And that's where this currently stands.

Can you please help AskGamblers team?

It's time to bring in the 'big guns' or additional help I'm hoping you guys can be the ones that help me resolve this issue.

Please note it was an arduous process to get verified. They said

occasionally, under special circumstances they can do Bitcoin withdrawals. (They accept Bitcoin and other methods of depositing, but only 1 method to withdraw, which is Bank wire transfer. I said since I had no Bank and asked if they could please make a "special circumstances" exception and let me withdraw via Bitcoin - the same way I originally deposited - to which I got a reply of no.)

Please also note these are the only 3 most recent emails / correspondences I've had with them.

In total, over 20 emails have been sent combined between me and BoVegas, and I've also had numerous chats with their live support team.

I would be happy to forward you the long chain email if you'd like.

I read Ask Gamblers guidelines for submitting and notice it said to include any screenshots or things like that that may be helpful but I don't see a way to attach at least on this first submission but I may have some helpful screenshots for you

This has been something I've been trying to resolve for almost 2 months now.

Can you please help AG team?

Respectfully,

Andrew < surname removed >

< some text missing >

Resolved

$9,800

Over a Month and Still No Payment

On February 14, 2021 I submitted a request to withdraw $1400 at BoVegas Casino. I had not completed the Verification process so the Verification Department lead me through this. There were various issues that caused delays and I had to resubmit my Payment Verification Form several times, but I finally became verified on March 5. I did feel that there were unnecessary delays and I had to keep nudging them to get this accomplished.

On March 5th I was able to make a withdrawal request. Since that day no action has been taken by the casino to complete the withdrawal. (See attached screenshot taken today.) There was no coupon or anything else used with this deposit. I have inquired about the progress by e-mail and by chat and was told that it would take 7 business days to process and I needed to be patient. We are passed that time period now and processing has not even begun. I signed up with them initially because they advertise to have quick, easy withdrawals, which definitely has not been my experience.

Resolved

$1,400

Giving me a hard time with account verification

Hi, I have been trying to verify my account with BoVegas for over a month. I have $4000 avaliable but BoVegas keeps delaying my verification. I have submitted all required documentation multiple times. The hang up has been my Payment Verification Form. My small community bank does not have a Swift code. When I got in touch with my banks wiring department I was informed since my bank is a smaller institution they use a intermediate bank. The bank provided detailed instructions on how to compete international transfers and provide me with a swift code. I then submitted a new verification form along with a copy of the international wire information provided by my bank. BOVEGAS most recently replied that they will not work with my bank because they use a intermediate bank for international wire transfers. I do not see this policy on their website. I have been working with BoVegas for multiple weeks trying to get this figured out and I feel like I'm just getting the run around. The whole verification process has been a long nightmare and makes me regret even online gambling. Please help!

Demetria

Resolved

$4,000

Small withdrawal amounts

I have over $100,000 in winnings from BoVegas. I play frequently and bet $250 per spin on roulette. Whenever I request $2,000 withdrawal from my winnings, they only approve $250. This is frustrating as they tell me it’s determined on play and class. Can you help me get $2,000 from my winnings?

I am enclosing the email I received from them today.

Thank you

Darla < removed >

Dear Darla,

Please be informed that your withdrawal for amount of 250 USD out of 2000 USD has been approved and it was sent to your bank account. Rest of the winnings has been returned back to your playable balance.

Please allow up to 10 business days for the funds to reach your account .

If you ever need any assistance, our friendly customer support representatives are available 24/7 on Live Chat .

Kind regards,

Mark Miller

Finance Department

BoVegas Casino

Resolved

$2,000

Not processing $800 withdrawal

Hi on 5/2/2020 I won and submitted a $800 wire transfer and the necessary withdrawal documents and bank information. On 5/14/ $300 was approved and $500 was returned to my account. I submitted another wire transfer for $500 of which #275 was approved on 5/27 and $225 was returned to my account again. Until today I have not received the first $300 that was approved and when i checked with live chat they told me just wait for it. Its only for $800 but they split it to 3 installment and delaying the payment. Please help me receive my winning.

Resolved

$800