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Bovada Casino - Overcharged Deposit

RESOLVED
billstevens United States
posted on August 10, 2017.

I have the exact same issue as another poster here:
https:­//w­ww.a­sk­gam­ble­rs.c­om­/ca­sin­o-c­omp­lai­nts­/ov­erc­har­ged­-de­posit

Made my first deposit with Bovada for $500 and was charged $537.80. This is 7.5% more than what I was to be charged (first deposit has no fee). I spoke with Credit card company because I should have no foreign transaction fees and they confirmed, there was no fees or currency exchanges, and the merchant directly charged $537.80. After multiple phone conversations, Bovada asked for my Credit card statement, which shows that there was no fees. Sent it in, waited 3 days, got a form letter that said ONCE AGAIN, credit cards sometimes have foreign transaction fees.

After telling them I would dispute the amount, got an email asking me to call, which when I did, they once again repeated the foreign transaction line. When I mentioned the credit card statement, they hadn't even looked at it. After keeping me on hold, they then said, while they couldn't see the fee, they were sure the CC charged it. They offered to refund me the $500, which I took, and I am disputing the rest. If you look around, you can see that Bovada does this as part of its culture. When they make a mistake, they do not own it. They should be dropped from their A+ rating.

posted on August 11, 2017.

Hello,

We’re sorry to hear that you had an issue with your deposit. We see that a resolution was reached when you last spoke with a representative on August 10th. However; if you’d like to discuss this further, please let us know and a member of our team will give you a call.

Thank you for your patience.

Regards,
Bovada Service

billstevens United States
posted on August 12, 2017.

Bovada describes this as a "resolution". What they are referring to is the refund I already mentioned in the article, without refunding the overcharge (again, I was charged $537.80 on a $500 deposit).

posted on August 16, 2017.

Hi,

We'd like to apologize again for this poor experience; we always strive to provide excellent service to our players. Just to clarify, because the transaction was canceled, any amount you were ultimately charged in addition to the $500 deposit sent to us will be returned to your card.

With that said, we're still investigating the situation internally and we'll have someone reach out to you today.

We appreciate your patience.

Best regards,

Bovada Service

AskGamblers
posted on August 20, 2017.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Bovada Casino management will soon jump in with an update on this complaint.

billstevens United States
posted on August 21, 2017.

Bovada did get in touch with me, and that was to send an email warning me that the account was to be transferred to the Accounts Department, and ends with this threatening to put me in collections.

"Be advised that any and all uncollected negative balances are subject to a 3rd party collection agency, which we are trying to help you avoid."

billstevens United States
posted on August 21, 2017.

Bovada just emailed and called me. They apologized and have refunded the full amount. The account rep claims that part of it is the currency transfer, as it appears to be a bit multi-layered. She did acknowledge that 7.5% is clearly more than any daily fluctuations and that they would look into why that happened.

All in all, this did get resolved, but only after a great deal of wasting my time. I can't recommend Bovada, but I can definitely recommend this website as it did get Bovada to respond. In fairness, this is a tough confusing business, and who's responsibility the "fees" are, I can imagine can be difficult when it is multi-layered. YMMV.

AskGamblers
posted on August 21, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.