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Bovada Casino - Missing money from my account

UNRESOLVED
motogirl94598 California
posted on July 10, 2018.

I have been with Bovada for years. I have cashed out large amounts with ease several times. I felt like they were the only trustworthy casino online. At the end of May I cashed out exactly 1000.00USD. When I cash out I stay away until the transaction has completed so I don't go back in and spend it. When I noticed an email saying I canceled my withdrawal, I was concerned and responded to the email informing them I did not cancel. When I logged in I had only 19.00! I called immediately. They disabled my account and said they would look into it. I went back and forth with them in emails they said I needed to call, when I called they said I needed to email. I didn't know what to do and felt no matter what they are going to win. My account was enabled and 2 weeks later I cashed out 800.00. It vanished as well. This time I had a little knowledge and went to my history. I was shocked to find what was there. They had told me that I had lost it or someone I know got on my computer and lost it. Both f those did not happen. I told them if they would just look at my betting history and look around the time the money disappeared it would be obvious it wasn't my betting style. I dont bet big, both times the bets were very large. The second instance was betting 300.00 400.00 blackjack hands and I dont even play that game! Between 11:21 and 11:27 they lost my 800.00 I have lost all my winnings before but this was not me. Even the customer service lady said they were having this problem with a lot of customers. The second decision came back and I didn't back down and demanded how they made the determination it was on my end not theirs. They refused to share the info with me. They told me the transactions came from my IP address. I dont know enough about that to argue but I told them it was very suspicious they could not share the proof. So I'm out 1800.00 and no help out there. This is not off bonus money either. I hope you can help me
I can supply the history if you need that I didnt know how to attach it.
Thank you

posted on July 13, 2018.

Hello,

We're sorry to hear of the recent issues you've experienced. We’ll have a member of our team review your account and reach out to you shortly.

Thank you for your patience.
Regards,
Bovada Service

motogirl94598 California
posted on July 15, 2018.

Hello,
I have not received any emails from Bovada as of yet.

Thank you,

posted on July 17, 2018.

Hi Motorgirl94598,

We see that your account was investigated thoroughly and a decision was made. As we are unable to provide any details online, please contact our Service Team should you wish to discuss this directly.

Regards,

Bovada Service

motogirl94598 California
posted on July 18, 2018.

Hello,

If you would have actually read my complaint you could see I have done this. The emails tell me to call when I call they tell me to email! I also requested details of your “thorough investigation” but was denied. I refuse to go around and around in circles with you, as I have done this many times. I’m not sure what has happened to this casino.... as I said before this was the only site I trusted. Last year I took a 4,000.00 check to the bank and did what the instructions say ...(.Lie to your bank) well it’s pretty bad when I got a call days later telling me the account was closed. Bovada took care of it and reissued another check and paid for any fees. I was so impressed I was taken care of. I think you are opbligated to present me with how you came to your decision. Please email me what the investigation discovered.

Thank you
Stacie Schroder

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