Bovada Casino

Bovada disabled my account after KYC submission and ignored my withdrawal for over 72 hours

$6070

Complaint Title

Bovada disabled my account after successful ID verification and refuses to process withdrawal

Casino

Bovada.lv

Amount at Stake

USD 3,500

Complaint Text

Hello AskGamblers Team,

I would like to file a complaint against Bovada regarding the disabling of my account and the withholding of my legitimate funds.

I had an active Bovada account on which I deposited my own money and accepted a bonus. I placed regular sports bets only — no arbitrage, no prohibited betting patterns, and no violation of bonus terms. All wagers were settled normally, and my winnings were the result of fair play.

After accumulating a balance of approximately $3,500, I submitted a withdrawal request. Bovada then requested identity verification (KYC). I fully cooperated and provided the documents they requested, including a government-issued passport and later a student ID / additional verification documents, as instructed by their verification team.

After submitting all documents clearly and in good quality, Bovada confirmed that they were reviewing them. At no point was I informed that my documents were invalid or fraudulent.

However, shortly afterward, my account was suddenly disabled without any clear explanation.

I have repeatedly contacted Bovada via email and live chat asking:

What specific rule I allegedly violated

Whether my KYC documents were approved or rejected

When my remaining balance will be released

Unfortunately, Bovada has either provided generic responses or no response at all, and they have refused to clearly state the reason for disabling my account. My funds remain inaccessible despite full cooperation on my part.

I believe this action is unfair and lacks transparency. If there was a genuine compliance issue, Bovada should clearly explain it and give me a chance to resolve it. Disabling an account after a successful verification process and after winnings are generated strongly suggests an unjustified withholding of funds.

What I am requesting:

A clear written explanation of the reason my account was disabled

Release of my legitimate balance of $3,500, or

Proof of a specific rule violation that justifies confiscation

I respectfully ask AskGamblers to assist in contacting Bovada and helping resolve this dispute fairly.

Thank you for your time and support.

Kind regards,

Account disabled a withdrawal declined

$3500

I have been playing on Bovada.lv for a few weeks and there was never any verification requests or any issues depositing. The very first time I tried to submit a withdrawal, I was notified via email that my account was disabled pending verification. That was on January 4th. I’ve submitted my documents 5 times now. The only response is the blanket email stating what they’re requesting. Even when contacting the customer service on the site they say they’re waiting in the verification. I’ve been told it takes 24-48 hours multiple times and it’s been over three weeks. The amount of the withdrawal was $4,700.

Account disabled with over 10k

$4700

Hi there and thank you for taking time to review this complaint. On 1/20, I placed roughly $3300 in bets. Once all bets were settled, the total payout was $10,502.79, and I went to withdraw $4,316.17. As I expected, I was prompted to "identity verification required". I was advised by CS my active military ID is acceptable to use, which I did and it was not successful. I spoke to CS, who told me the selfie was too blurry. The verification was reset and I was advised to do it again. I did, making sure this time everything was perfect. Again it failed. This time, CS told me the selfie was fine but now the ID was too dark. (see screenshot). I asked to reset it again and the CS agent told me that is not possible and instead to send my documents to [email protected], which I did. Another day goes by, and I received a notification to resubmit the online verification (after being told it was impossible to do). I went back on the chat and told CS that I was told by the previous agent to send to [email protected]. This agent said no and that I needed to do it online again for the 3rd time. I also have an active passport. This time, I used my passport which is also not expired and perfectly clear and again it failed. Back to the chat, and the agent told me to send the documents directly in the chat, and that he would escalate my case. The agent saw my documents and agreed they were clear. The next day, my account is disabled and I got the typical email to send in front and back of ID with selfie, and proof of address to [email protected] and I did that immediately. I have not heard back yet and I am concerned this is an attempt to delay the matter. I even went out of my way and sent 2 different sets of photos of my military ID with selfies along with proof of address. I have done everything Bovada has asked, multiple times over and I am beyond frustrated at this point. I asked to speak with a supervisor multiple times, and each time was told that there are no supervisors available. Every agent gives me different information. I would really appreciate if this can be reviewed asap, so that I can continue using my account. Thank you.

Delayed verification and account disabled with no response

$4316

Casino name: Bovada Casino

Complaint type: Delayed verification / account disabled – no response

Complaint details:

I am filing this complaint due to an unresolved account review and lack of communication from Bovada following a withdrawal request.

On January 3, I was contacted by Bovada’s Investigations team and asked to submit verification documents, including a photo ID and a selfie with the ID. I submitted all requested documentation the same day.

On January 5, I received an email stating that they received my documentation and that my account was under review and that I would be contacted once the review was completed. Since then, my account has remained disabled.

As of today Jan 20th, more than three weeks have passed since the documents were submitted. I have sent polite follow-up emails and contacted live chat. Live chat confirmed that the account is still under review but advised that there is no estimated time frame for completion. I have not been informed that any additional documentation is required, nor have I received any explanation for the delay.

The funds in question in total is 24k that were obtained after meeting all wagering requirements, and I complied fully with the verification request. The only mistake I made was not using my real name when signing up because I did not know that I had to use my real name which I explained in my original response to the verification team. A simple mistake that can be corrected with the verification documents that I provided. I am simply seeking confirmation that my review is progressing and resolution of the account review so I can access my account and withdrawal. I do not understand the purpose of this delay or why this is taking more than 3 weeks to resolve.

I am requesting Bovada’s assistance in completing this verification process and providing a clear update on the status of my account.

Thank you for your help.

Resolved

$24000

Bovada Owes Me 7500

Hello,

I’m submitting a complaint regarding an unresolved withdrawal and prolonged account review with Bovada.

On New Year’s Eve, I deposited $250 and played baccarat and sports bet. After building a significant balance, I attempted to withdraw. My account was then temporarily disabled pending an investigation.

Bovada requested identity verification documents, which I promptly provided and completed. Since then, I’ve received multiple confirmations that my account is “still under review,” but no resolution, timeline, or decision has been provided despite several weeks passing.

I have cooperated fully, followed all instructions, and maintained communication through official channels. At this point, I’m simply requesting a clear outcome or reasonable resolution to the review process.

I’m hoping AskGamblers can assist in facilitating communication and helping bring this matter to a conclusion. Have been nothing but respectful have been waiting weeks can’t get a timeline which is ridiculous. I am 60+ and have never dealt with anything to this extent over $7,500. Had $10,000 plus in the account until I was disabled in the middle of a sports bet parlay which costed me $2,000 plus also in result which is why I have $7,500 left.

Thank you.

Withdrawal Delayed Due to Prolonged Account Verification

$7500

Hello,

I’m submitting a complaint regarding an unresolved withdrawal and prolonged account review with Bovada.

In mid-December, I deposited funds and played slots and live dealer blackjack. After building a significant balance, I attempted to withdraw. My account was then temporarily disabled pending an investigation.

Bovada requested identity verification documents, which I promptly provided and completed. Since then, I’ve received multiple confirmations that my account is “still under review,” but no resolution, timeline, or decision has been provided despite several weeks passing.

I have cooperated fully, followed all instructions, and maintained communication through official channels. At this point, I’m simply requesting a clear outcome or reasonable resolution to the review process.

I’m hoping AskGamblers can assist in facilitating communication and helping bring this matter to a conclusion.

Thank you.

Delayed Verification and Locked Funds After Recent Win

$300000

I’ve been a player at Bovada Casino and recently had a successful win. Following this, my account was temporarily disabled and placed under review. They requested verification documents, including a copy of my government-issued ID (front and back), a selfie holding the ID, and proof of address dated within the last 60 days.
I promptly submitted all the required documents in clear JPEG/PDF format to [email protected] as instructed. According to their guidelines, this process should take 24-48 hours. With no update or response, despite follow-ups via email and live chat.
My account remains locked, and I have no access to my balance or winnings. This delay feels unnecessary and is causing significant frustration, especially since I’ve complied with all requests.
I kindly ask AskGamblers to intervene and help resolve this matter so I can access my account and winnings. Thank you for your assistance.

Account temp disabled with funds locked of 21750

$29000

I am submitting this complaint regarding Bovada disabling my account and placing it under investigation immediately after I won approximately $21,750 on blackjack.
I have been an active Bovada customer for the past 4-6 months and used the platform daily without a single issue. I have never violated Bovada's terms and conditions, nor have I engaged in any prohibited or suspicious activity.
I have consistently deposited and withdrawn funds without any problems since joining.
On the previous week in question, I successfully withdrew $4-5k from my account without issue.
I then continued playing, deposited additional funds, and got free bonus this recently Sunday 1-4-2025 free play for $500 that was available on my account. I fully complied with all bonus wagering and rollover requirements, placed multiple bets, and primarily played blackjack.

While playing through the blackjack, I won approximately $21,750, mostly on the same game. After successfully completing the bonus rollover and attempting to withdraw my winnings, my account was suddenly disabled and placed under investigation.
Bovada later requested identity verification, which I promptly and fully provided. My identity has since been verified by Bovada's verification team. Despite this, my account remains disabled, and my winnings remain inaccessible. No clear explanation has been provided as to why the investigation is still ongoing or what issue, if any, exists with my account.
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 while playing blackjack .

I am requesting that Bovada:
1. Provide a clear and specific explanation for why my account remains under investigation
2. Re-enable my account immediately
3. 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 restricted despite full compliance with all rules.

Resolved

$21750

Bovada disabled my account after win

I FULLY verified my identity months ago. all was good i was able to withdraw and play normally.

I won slightly over $5,000 on a sports parlay and wanted to withdraw, then suddenly they disabled my account to not pay.

They NEVER said anything about the $10,000+’ in withdrawals. Only when I want to cash out and am fully verified

Resolved

$5000

Complaint Statistics

Resolved 315

Avg. Amount $ 6,337

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

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Top reviews from our players

elbee

1/10

I played poker in the Bovada casino for about a year, and was happy with the assortment of games, software, speed, etc. Customer service is easily accessible by phone, but...

Even if a software glitch takes your money, they won't give it back.I'm a low stakes player, and played thousand of $1 games, and a few $5 games. Suddenly my cash balance dropped by almost $100 and records showed I played in a $66 and $25 game--these error games occurred within seconds of each other. I never signed up for stakes that high. When I called customer service they said their records showed those games were played from my computer. I conceded it's possible I played those games, as I was playing multiple $1 games at the time--I played the games that popped on my screen, assuming they were tournaments I signed up for. I am 100% confident I did not accidentally sign up for these games. I sort tournaments by the buy-in amount and to accidentally click on a $66 game, I would have had to accidentally scroll down several screens even to see them listed, and not noticed the buy-in amount in the title when I clicked to join.

Bovada acknowledged my extremely consistent months-long history of micro- stakes play, and that I had never played a game for more than $10, but refused to acknowledge it might be a systems glitch and refused to refund my disputed buy-ins. After escalating to a supervisor, they offered me a ticket to a $22 tournament for my "inconvenience" but told me there was nothing else they could do. Since I have no recourse should they one day claim I played a $200 game, I requested a full cash out. I also asked that they make a note so if the glitch they say doesn't exist is uncovered, they would contact me and refund my money. They absolutely refused to to contact me even if they do discover a software glitch was responsible for the charges.

Gkane722

10/10

I'm not exactly what you call a big time player but I am definitely happy with my experience at Bovada. I won just a few buck but its one of the most exciting casino experiences I've had. Hehe. No fuss about cashing out, great customer support and awesome games. I give them a Thumbs UP!!

yapro

6/10

Bovada casino using games from Real Time Gaming and Betsoft, and accepts players from United States. I think it is clearly visible that casino oriented on players from USA because for European players both Betsoft and Real Time Gaming are not so interesting softwares, and we can enjoy Microgaming and Net Entertainment.

I played at Bovada casino only one time, because I generally do not very often play in Real Time Gaming casinos at all. I was able to get 100% bonus offer from this casino, so I make 30$ deposit from my card, and had 60$ to play. Also I was happy to see that I was charged only 30$, because I read some stories when casino sometimes charge a bit more from card, I mean Real Time Gaming casinos, but here everything is ok, I was charged only 30$ that I wanted to deposit, and not single penny more.

I started playing my favorite games, and first one was T-rex, I played with 0.5 bets, and like many times this happens before I got just down and down, and stopped when I had 25$, played around 300 spins, but still was not able to trigger freespins feature, not a best experience of course. In such case I decided to play Alladin wishes, this games saves me lot of time, and I always like it, reminds me when I was child and watched cartoon about Alladin, by any chance you remember song from it, starting 'Arabian night'... :) Anyway, Alladdin wishes was ok, I trigger 4-5 features, but when my balance appear on 40$ mark I open T-rex again, and lost my 40$ with 0.5$ bets without getting feature, stupid dino :(

I did not test payouts and customer service at Bovada, and of course I can not rate casino high in such case, so I give it 6 stars. But looks good, I did not notice anything bad.

aemakgol

This casino is powered by Real Time Gaming, and licensed in Kahnawake, also this site accepts our fellow gamblers from USA, who have no many choices to play.

I found Bovada casino long time ago, when I decided to play poker freeroll, it was good prizes in this freeroll, something like 10k $ or so, and many members from our forum register there to play, and I also was this guy who takes lottery ticket and try to win something. By the way, freeroll I lost near with pay zone, I had aces on big blind, and 3 stupid guys goes all in before me, one had 22 second had KQ and third has A3, and guy with A3 win all of us. This is sick of course, but I was not sad, because it is just freroll.

After some time I found that this site has a casino, and decided to play a bit, I made 20 $ deposit with 200 % bonus and started playing different Real Time Gaming slots. I play Alladin wishes, Pay dirt , few more slots, and as for not experienced gamblers this was very interesting for me of course, but I finish with zero on my account and never made any more deposits in this casino. I see that they had a lot of complaints here, and many players hate them, and this is of course just sick.

I do not recommend you to choose this casino for playing, if you from USA you can still find much more better place like club world group, not need to earn yourself a big headache, I hope you understand it, and I hope you read my review about it.

Do not give money to bad casinos, they does not deserve it!

pinkcloverz

It's pretty hard for me to find a good casino that accepts US players. Especially with good quality and fast payouts.

Bovada is actually my favorite casino to play at because the payout is fair and the quality of the games are the best in my opinion. They have a really wide variety of games, never had problem with the software, never freezes or stops while playing like the other casinos I've played at.

I deposited $25 and built that up to $300 fairly quick. I put in a request to cash out around 8:00 PM on a Monday and they sent me a approved withdrawal the next morning around 7:00 AM. After my approval, I didn't hear anything back from them, no tracking number or anything. I received a check from them via UPS on Friday! I am pretty impressed because the other reviews said it takes longer.

Right on time for Christmas shopping!

petram

I have played with Bovada for years and never had much luck. However recently I won $ 3000. I requested a payout on November 25th, it was approved the following day and the money is in my account on December 2nd.

No hassles, I did not have to send in x-amount of paperwork like the other online casinos require. I give Bovada a 10 out of 10 for payout processing and their slots are fun to play.

Lonewolf1

I can personally attest to the fact that Bovada's blackjack is not rigged: I turned $36.75, money Bovada gave me, into $2,330.00 in nearly 5 hours; the hands were just as difficult to play against the computer dealer as I found in any other casino online or off-line.

The dealer would go on 10 hand winning streaks, repeatedly. If one spends enough time playing blackjack, in their experience they will find that there will be times when they are in a real casino, playing with real cards, with a real dealer, on a real table and have 10+ losing streaks from time to time. That is normal, folks.

That's why so many people resort to card-counting to recoup their losses and to spite the casino and it's seemingly unconquerable "house edge", then be kindly asked to leave the casino never to return again, too. But, one doesn't have to count cards to play through the bad losing sessions to turn a profit. There are "tells" that a person can use once one plays hundreds and thousands of hours at the game. I'll give you one hint: If the dealer gets a blackjack and in the very next hand he's able to count up to 21, what does that "tell" you? It tells you, you better get your bets down to the minimum stake allowed at the table. Also, if you're a person that just keeps playing hand after hand after hand after hand with the same $10 bet, I don't care what you know about the game, you're going to lose everything in only the course of about, conservatively, 20 minutes.

In addition if you're one that uses, what is called "positive progression", a betting strategy which one gradually increases one's bet through each win/loss situation one enters, one will lose everything in the course of about, conservatively, 10 minutes;it's a mathematical certainty. In summation, one must know all the "tells" and be most savvy with one's betting strategies to turn any kind of profit worth noting, otherwise one is nothing more than a whiny amateur that wouldn't know what to do with $10,000 in winnings were one smacked in the face with it.

So, once one gets their bets back down to the table minimum, when can one return to a higher chip value? Ah...good question. That information is in the "tell" of the cards, information provided to let you know that you can indeed raise your bet. But I'm not here to educate, one will have to learn on their own, as I did.

So what separates the amateurs from the blackjack professionals, folks? I'll leave you with this to think about: A gambler/amateur will take $3,000 and turn it into $30 in one day and be filing for welfare before dinner; a blackjack professional will take $30 and turn it into $3,000, @%*$#?* the girl that was sitting next to him at the table, after a 500 dinner, for dessert.;)

JonezDronez

I don't know about these other games, but Bovada roulette is definitely rigged. I was playing it and if you win too many times, there will be this algorithm that will basically make you lose all the time. There is literally this wall that will not let you go past 10 good bets and if you do the rest of your bets are *!@$*%. Do not play the Roulette! it will only leave you feeling like you got your money stolen.

-go to Divxman V for more info on it.

ChrisZ3

Too much bravado from the blackjack dealer of Bovado- that is my conclusion from analyzing the distribution of hands. Skewed in his favor? House edge is well over the certified parameters. Even if Mable was under the table, I would not wager any cents into this scam.

horseplayer