On 8/27 I won and attempted to withdraw $2500 on bovada casino and was asked to verify my identity which I successfully did (attached) on 8/28/2023. Then I proceeded to withdraw again in the amount of $2500 and it was pending as of 2:41pm 8/28/23. Then at 5:15pm I received notification that my account was disabled. I haven’t received any other updates other than that I chatted with bovada customer service and they informed me that I’d still receive my $ even though my account was disabled, Which was 7 days ago and I still haven’t received my withdrawal of $2500 (reference # btcf6dfhd) then on 9/5 I received an email that my withdrawal has been declined.

Hello Craigperras,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bovada Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if there were any issues during the verification process? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they ever specify the exact reason of blocking your account or canceling the withdrawal?

Looking forward to your answer.

Regards,

Nick

Hi, I didn’t have any issues with the ID verification, I received an email immediately afterwards that I was successfully verified. The money I won was from from a 50% deposit bonus , which I deposited $20 and received a $10 bonus so the play through x35 was $1050 which I played through successfully. I spoke to bovada on chat after my account was disabled on 8/28 and they couldn’t provide any details other than wait 24-48. Also the customer service rep 100% guaranteed that I’d receive my pending withdrawal in the same timeframe 24-48 hrs which took a screen shot of that conversation. ( which my pending withdrawal was declined on 9/5 and I haven’t been able to get any answers other than wait 24hrs. Which they keep saying wait 24-48 hours and it’s been over 10 days.

My account has been disabled for 10+ days and I have been more than patient,  here is my timeline below of a never ending loop of waiting… If you can please assist on re-enabling  my account in-order to  request a withdrawal, I’d be greatly appreciative. 

Date: 

8/27 - I requested a withdrawal of $2500

8/28 - ID VERIFICATION successfully verified 

8/28 - my Account was temporarily disabled 

8/29-  via live chat ->advised my pending withdrawals will most certainly get processed with my account disabled. Advised to wait 24-48 hrs.

8/31- via live chat ->advised me to wait another   24-48 hours for an answer.

9/2- via live chat-> adviseme to wait for a phone call from bovada to inform me on what the issue is.

9/3-missed the phone call , so live chat requested another one and to wait 24-48 hrs

9/5-received notification that my withdrawal requested on 8/27 was declined. 

9/6 sent email request on any updates 

9/7 10:30 am I was contacted by phone from Bovada and verified my Information, the agent wanted to ensure me that my funds were safe and that I should have access to my account very soon and to keep checking for an email after the phone call.(which I’ve waited all day and I still haven’t received an email. 

9/7 4:30pm spoke with live chat and they escalated to have my accounts re-enabled and i should receive an email very shortly. 

9/7 8:00pm IF YOU COULD  please help re-enabling my account  now  I’d be very grateful. Thank you, Craig 

Hello Craigperras,

If the verification got finished basically only a week ago, they have still 7 more days to process the payment or reopen your account as they are most likely doing additional checks. Please let us know within a week if there will be any update.

Dear Craigperras,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.