BoVegas Casino Complaints
BoVegas Casino Complaint Stats
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!
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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.
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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.
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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 >
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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.
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Demetria
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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
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"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. Player class influences installment amount as well as time frames of processing a withdrawal request. Player class is mainly determined by depositing, gaming, withdrawal etc. activity of the player."
When I ask Mr Miller to quantify the player class determinations, he deflects (one example attached...many more available if necessary)
I *should* get paid in a timely manner. Frankly I probably wouldn't be so far ahead of them if they *had* paid timely on the front end. I probably wouldn't have been ahead at all. But here we are...
I have wagered plenty enough money there to deserve their highest status as far as getting a maximum payout, especially since the max is so low. I want to at the very least get the $2K payout every time I request until I am paid in full. Hoping for your help here as I can't get a straight answer out of them. Thanks in advance.
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I have been in "verifcation" mode with them for way too long. They owe me $12000. This is not attached to any bonus. it was a clean deposit. I am who I say I am. I have provided them with a valid drivers license with my current address, a bank statement with my account number and current address, that bank's swift code, a power bill with my current address, pic of the front and back of the credit card used to deposit and of course their account verification form and cc authorization form. They have dragged their feet and presented their requests for info a little at at time. There seems to be always one more hoop to jump through. I have been nothing but cordial with them up to this point. I simply want the verification to be completed and payment made, preferably on an accelerated schedule due to their stalling to date. Documentation attached.
Can you help me get this resolved? Thank you for providing this service.
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So I need some help here. I understand this is a small amount of money but I have only recently began playing with this casino and I feel like if they cannot resolve a 20.00 deposit issue in 2 weeks time, then how could they possibly handle a larger one?
First I should mention that this casino has a $25 deposit minimum. Since Bitcoin prices fluctuate rapidly, I always deposit and extra dollar especially if I am only depositing the minimum to make sure it doesn’t go below by the time it posts. Admittedly however the next part was my mistake. When I withdraw from bitcoin wallet, it doesn’t default at 0.00 and make you put in the value. It defaults an amount and you have to go and change it to the amount you want to withdraw which I forgot to do and so the first deposit came to around $7.30. I immediately realized what I had done and processed a second withdraw for the difference which was 0.00255861 in btc or around $19.00. Both transactions went through seamlessly on the blockchain however only the first transaction of 0.001 btc or $7.30 credited to the account. I actually received a call from BoVegas as soon as I processed the withdraw at which time I explained what I had done and asked if it would go through ok and was told it would be fine. A couple of hours later however when the second transaction did not post, I contacted customer service via chat and explained what had happened and sent screenshots of the confirmations. I was told at the time that they saw the two transactions and both were posted but they were referring to another deposit that I had made on 11/4 which is completely separate and irrelevant to the missing deposit. I have now sent proof a total of 5 times to both chat reps and via email when requested by the finance department only to get no response. I contacted someone else via chat today and again was informed that the two payments had posted but again, they were referring to the earlier deposit and not the one that is missing. They don’t seem to understand that the missing deposit is in fact missing. The representative then forwarded the issue to a manager who contacted me via email and asked me for the exact amount of the deposit which I again provided and I then received and email saying the same thing. That both had posted but they again were looking at the earlier deposit that isn’t even for the same amount or close to the same date. I again sent confirmation of all of these transactions hours ago and have yet to hear a word. I also have a withdraw request of 300 that I requested 12/4 which is over the 7 business days they promise and I was told that it would be processed today yet , I have heard nothing. It’s bad enough that they can’t just pay out the money they owe you all at once. They will only do it 250 at a time and make you have to keep requesting, but they stretch it out as long as humanly possible and then once they make the first payment, they exclude you from using coupons when you win. All of this makes me sad because I really enjoyed playing at this casino and I have many friends who have made deposits there on my recommendation and I would have made many more deposits had they been able to do good business but that seems not to be the case. I feel like they have no intention of giving me any of the money that is rightfully mine at this point. Please help.
P.s. I am including proof of not only the missing transaction but also of the other two that were credited already which they keep referring to when I make my complaint. I am not denying that either of these went through. I simply want credit for the one that did not .
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MAD GAMBLER
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I am new to bitcoin but managed to fund my wallet and set it up correctly.
I tried to deposit to BOVegas using bitcoin using the wallet key they provided, however i did not know that i sent BCH to the BTC wallet instead of BTC to BTC.
I contacted support and all i have been getting from them is 'we dont have the funds we can't credit your account'
BCH payment sent to BTC will still arrive, but there is a process that the Merchant can use to retrieve the funds, up to this point, BOVegas have stated that the BCH i sent are lost and cannot be retrieved, however as a merchant with a public key and after seeking advice from bitcoin.com support, they have advised that they are able to recover the funds, even though an error was made on my part.
I would request that BOVegas retrieve the funds via a BCH backup wallet using the transaction code and details held below and credit my account or send the BCH back to my wallet.
https://explorer.bitcoin.com/bch/tx/36ffba398751e091f529da8d839021941846ef0acb09a6789c3ec29e7c84b0cf
If they are not able to retrieve the funds, i would like an explanation as to why. This surely must be a common issue and the casino must have a procedure in place in the event of this incident occurring.
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Regards
Melissa
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Id card (front and back)
Paper bill with address
Verification form
Voided check from bank
They wanted the credit card I deposited with but that account was closed and I don’t have it anymore.
I have sent a few emails to the verification email with no response. I sent support quite a few emails and they wanted all the verification information sent to them one email at a time for each form then stopped responding. I am on day ten of the verification process with no information from any email as to what they want or need to proceed.
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I deposited 100 dolars and i used 100% bonus on roulette and won on this casino 7.826 dollars on 10/31/18 but they refused to pay me , saying i did not follow the rules , i followed the rules i play and wagered 60 times. To be eligible for withdraw , but they. Refused to pay , then they also took my 100 dolars i deposited too
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Hi,
I sent the extensive list of documents to BoVegas which included all of the following:
Photo ID Card
Birth Certificate
Proof of Adress
Bank Card
payment_verification (pdf)
card_authorization_form (pdf)
Photgraph of me holding my ID
I recieved a response informing that all was fine except my proof of address which was 3 weeks over 3 months. I explained the problem is I simply do not receive any Mail...everything is cyber. I don't get bills and I explained that to Sarah (One of the accunt managers). So I said I would download a bank statement in pdf format and send her that. The statements go up to 20th September and my address is also clearly shown. She then told me I would recieve a response from finance on verification and assured me all would be fine. Well I did receive a response from David < surname removed > who simply wrote in the Email if I could double check my Bank details and make sure everything is correct. Not a single mention about verifying the account.
In over 8 days these are the ONLY 2 replies I have had by Email about verification, one telling me my proof is no good and the other not even saying a word about verification. Just look at the extensive amount of evidence I provided for Identity Verification and they are digging in their heels and they are simply refusing to respond to me in any manner or verifying my account. I have found myself on live chat a few times now and when I asked Marshall why it takes so long for Finance/Verification team to reply...he told me "It can take up to 4 days per reply" Are you absolutely serious BoVegas? I also keep hearing "This is a one time thing, after that you won't have to do it again; everything will be great" You know what? Verification is a one time thing at every single casino online and is typically done and verified in under 12 hours. Why are customer being ignored? Why does it take over 7 days for verification?
I want answers. I have found myself becoming rude with impatience; which is not who I am. All I want is my account verified and my withdrawal processed.
Thank you.
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