Bovada Casino - Рахунок гравця закрито з конфіскацією коштів.

Hello

I made $4100 from my own $700 deposit after that bovada disabled my account. I did not use any bonuses, just played casino and sports.

They demanded KYC documents from me, which I provided them on October 10, and it took them almost 2 months to verify my account.... On November 24, they sent me a message that they were ending business with me, which means they stole $700 of my deposit + all winnings....

This is pure fraud, I waited so long after providing them with all the necessary documents only to get my money with identify documents stolen

Dear arbelkichwa,

Thank you very much for submitting this complaint. I'm sorry to hear about the issues you're facing. To better understand your situation, may I ask you a few questions?

• Could you please forward the email you received from the casino on November 24 to veronika.f@casino.guru?
• Could you kindly specify which casino games you played and what sports you bet on?
• Have your documents been successfully verified, or was there an issue with your identity document that led to your account being closed?

I hope we can assist you in resolving this matter as soon as possible. Thank you in advance for your response.

Best regards,

Veronika

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.

Dear arbelkichwa,

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.

Hello

Sorry for late reply, I forwarded messages to your mail.

Could you kindly specify which casino games you played and what sports you bet on?

Slots and e-sports bets

Have your documents been successfully verified, or was there an issue with your identity document that led to your account being closed?

I provided my documents, but never received confirmation whether they were verified or not. They only provided information that the investigation was completed and the account was closed.

Thank you very much, arbelkichwa, for your cooperation. 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.

Hello there,

Thank you arbelkichwa 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's account blocked and winnings confiscated.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter