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I signed up and played for the first time yesterday on February 2, 2024. I’ve never had an account here and this is my first time with the site I chose to do the 125% bonus. I made a deposit of $40 with a 25 times rollover. My play through was 3100.

I was able to get through the play through and then made it withdrawal and bitcoin for the amount of $340. I tried to log back in it said it was disabled. I seen an email where they claimed they had multiple accounts and something about their bonus terms and conditions, which I am very confused because deposited my own money and can’t imagine why people would have multiple accounts, especially having to play that amount they’re telling me they are not giving me the money that they didn’t investigation with communication with me I hear you’re able to help. I’m hoping you can advocate for me as I feel they are trying to take funds that I won fair Square and I have only one account so these claims are false. I am willing to submit my information and I’m hoping, your team can help you

Dear Jerrythatmatterz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?

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

Best regards,

Tomas

Tomas,

Thank you for the time. I am living at home with a 9 year old. I have not anyone in my home that would have played. I just signed up. Then account was disabled. I chatted with them and they said that the canceled the withdrawal and my account is gone: I have not been asked to kyc as this happened very very fast. I had a withdrawal pending for $340

Thank you for the explanation, we'll try to contact the casino, but before we do, could you please forward the correspondence detailing the accusations against you you received from the casino? My email is tomas@casino.guru

Dear Jerrythatmatterz,

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.

I emailed you the conversation. Did you receive it?

Tomas, I emailed you again? Can you confirm please

Yes, I apologize. I overlooked your email earlier.

Thank you very much, Jerrythatmatterz, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Bovada Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

No worries I do see the trend. Very disheartening. I put my money on there and literally less than a few hours. It was blocked and they confiscated the money which is like I will never play at that place again I see how some of the casinos are more aware of their reputation And those are the ones that will ultimately make it and I help a lot of high for years and her good things and then when I finally joined, I didn’t get any kind of communication sides. I accusation that I wish they would proof but I know they can’t but I appreciate you guys trying thank you.

Hello there,

Thank you Jerrythatmatterz for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bovada Casino for their help in resolving this complaint. We would like to know why was the player blocked and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao eGaming Authority (https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=bovada.lv) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter