Bovada Casino - Pelaajan voitot mitätöitiin.

Not sure what to do.

• New player and I Won big on Bovada.
• Submitted withdrawal request to 13 different Bitcoin wallets after a win.
• Bovada suspended account after reviewing withdrawal request and asked for ID verification.
• i submitted that
• waited a few days, then was told my request was denied

Hello GRACE2111,

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 your account is already verified and is yes, since when exactly? 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?

Can you please clarify why did you request the withdrawal to 13 different wallets?

Looking forward to your answer.

Regards,

Nick

Hi Nick thanks for your help.

1. Could you please advise if your account is already verified and is yes, since when exactly? I submitted all of the paperwork to verify my account on September 23, 2022 at 10:35 AM. I had not previously verified my account. I was never prompted to verify when signing up, and never withdrew before.
2. Did you accumulate your winnings with real money or did you use a bonus? Both. I deposited $1000 using Bitcoin and claimed a 125% deposit match. I played through that bonus’s wagering requirements before withdrawing.
3. When was the last time you spoke to the casino and what was it about? I spoke to them three or four times last week while I waited for Bovada to get back to me on what was going on. Via online chat. I basically said "hey what’s going on?" And they said "we cannot tell you while investigation is ongoing". They did tell me that "your funds are safe"
4. Can you please clarify why did you request the withdrawal to 13 different wallets? Bovada (at least for my account) had a maximum withdrawal per installment of $9500. So you have to provide a Bitcoin wallet for every $9500 you take out.

Hello GRACE2111,

The verification process may take up to 14 days so if it ongoing for less then a week, I wouldn't worry about it. Also as you used 13 different wallets, which is very unusual, I understand the casino's suspicion. Please be sure to wait at least 1 more week for the casino to finish the verification process and let us know in case of any update.

Dear GRACE2111,

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.

Ok, still waiting for them to reply to me. They said they’d call me in 24-48 hours about 2 weeks ago.

Dear GRACE2111,

As it has been over 2 weeks, I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok thanks

Hello GRACE2111,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bovada Casino to join the conversation and participate in the resolution of this complaint.

Dear Bovada Casino,

Can you please provide an update on the status of the player's verification and clarify why the withdrawal requests were denied?

Kind regards,

Adam

Dear GRACE2111,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Bovada 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Dear GRACE2111,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "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 could 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 that you contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru). I wish I could be of more help.

Kind regards,

Adam