Complaint #32 Bovada Casino

Refusing to credit deposit amounts reported as 'declined' initially, but turned out to be successful afterwards

By sfgardawg

11 years ago

Tried CC 1 - got 'merchant error' tried CC2 - merchant error, tried cc2 again but successful credited for $100. Bonus given on successful charge for $100.

Bank calls me today about odd charges - I call Bovada and they tell me I did this 3 times. We argued until finally she talked to 'deposit team' who agreed they had issue last night. They refunded one of my 100 charges but the 2nd one they won't refund and they won't even provide bonus on that.

i offered that if they fully m watched the 2nd deposit I'd be fine but they only offered me $50 credit. I declined that offer -I didnt even want to spend 200 on this site - so the least they could do for their error is match my deposits.

Disputed Casino Bovada Casino

Reason Double charge/Refund

Discussion

AskGamblers

• Support Team

11 years ago

Based om submitter's last message, we believe that all 'missing' deposits were in fact credited to player's balance. There could have been some delay, however what player paid for was duly credited to their account.

Now, whether the casino would offer a bonus in return of player's deposits or not is a marketing decision taken by the casino and has never been a matter of this dispute.

Based on the above we consider this case as Resolved.

The complaint is now officially closed.

sfgardawg

• United States

11 years ago

What is listed is mostly accurate however as I was playing I did not realize that additional dollars were added nor was any confirmation email or notification sent to me so while I wasn't paying attention $200 is added yes I spent it but you can't sneak money into someone's account then after they spent it say sorry you spent it. Thats deceitful. I dodnt even get deposit confirmations for tbe other 2 deposits. I was told that they only send a deposit confirmation on the first deposit and after future deposits and don't get emails. That seeems very odd to mem. I have opened the claim with visa. You cant tell a customer a transaction is declined then take their money. The fact they hide their merchant name as fake businesses that change rach time llends more credence to the fraudulent types of activities...which is why tbey are so upset im escalating to visa. Heir system svrewed up...they should own thier mistake. I didnt realize the triple booking until my cc company called. Many other sites give 2 or 3x signon bonus so i assumrd i was getting bonus dollars. This will get settled between visa onciously not in this forum..
.but beware of this casino!!!

Bovada Casino

• Representative

11 years ago

Hi,

I have followed up with the Security Department and due to the dispute threats that were made on the account, it was referred to be dealt by their department.

From what I gather, there was an issue when you deposited the funds, and the deposits were indeed processed and the funds placed in your accounts, you disputed and raised this issue only after you spent all the funds, and because of this we were unable to refund you as the funds had been spent.

While we would like to help provide some sort of compensation for the issue, we will be unable to refund your deposits as you used/spent them. If you would like to discuss this further you will need to speak to the security department to clear up an outstanding issues on your account.

AskGamblers we ask that you please close this issue, as even though there was a technical error when the player was depositing, the funds were all credited to their account and then they were subsequently spent, had the player informed or contacted us prior to spending the funds we would have been able to facilitate a refund, but because the funds were used/spent, there is not much we can do.

Had the player won, we would have honoured any winnings, so we have to also honour any losses if the funds were spent.

Thank you for your time,
Bovada Casino

sfgardawg

• United States

11 years ago

Player advocacy has not made any attempt to contact me directly phone or email.

I called customer service and they transfer me to security because I have threatened to dispute my transaction. When did my rights to refute an erroneous charge become a threat? I assured him it wasn't a threat, it was a certainty. You can't tell a customer the transaction was not approved then go ahead and take the funds and then process the failed attempts and not send a confirmation email....then when the customer doesn't realize and spends the money say too bad. That's bad business and i'm guessing Visa will not be too happy either. I guess that's why they consider me notifying Visa as a threat.

So Bovada hasn't done anything related to this other than block and tackle. Buyer Beware if you use this Casino!

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

Is past their 48 hour mark

My account is disabled and under investigation for a $9,100 I hit a 5 leg for 10k rolled over the balance withdrawal.Bovada support explicitly promised me in writing that my funds are secure and would be available for withdrawal, but it has been 5 days with no email or explanation. I am fully prepared to submit complete KYC identity verification documents but Bovada refuses to provide an upload link." And it's far past the 48 hour mark they told me

38h left

$9,100

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

35h 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.

84h 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.

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