Hi everyone,

I’ve been a Bovada customer since 2015 and never had any issues until now. Here’s what happened:

Phone Number Issue:

I wanted to update my phone number on my account because the one they have is an old number I no longer have access to. The problem is, I had forgotten the entire old phone number, so I couldn’t provide it during the verification process.

Account Disabled:

After I couldn’t verify the old phone number, Bovada disabled my account. I contacted support, and they told me to send in verification documents, including a selfie with my ID.

Document Submission:

I submitted the required documents twice (clear photos of my ID front and back along with a selfie). However, after almost 6 days, I received the following email:

"Thank you for submitting to us your documentation.

Your account is currently under review. You will be contacted via email with further details and/or instructions once the investigation into your account has concluded. Please wait until an update is received as no details will be available prior to the completion of our review."

I’m still waiting for an update, and I’m really frustrated because my $1700 balance is locked in my account, and I can’t do anything.

Has anyone had a similar experience? What should I do next?

Thanks for any help!

Dear savingfaris,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards, 

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Screenshots are attached

Dear savingfaris, have you received any outcome of the review?

Did you play casino games or bet on sports?

Could you please share your full communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Dear savingfaris,

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.