Bovada Casino - Player's account disabled.

I just learned about Bovada and created me a account. I deposited money and after about 6hrs of gambling, I won’t almost $1400. Once I tried to withdraw, I recieve A email that my account was disabled and I need to verify myself. So I responded to the email with all identifying documents that they requested…..no response. I still don’t know why my account is disabled just to verify myself. At this point, I just want to withdraw my winnings and I’ll find another site to spend my money on because this was not a good first impression. Can someone reach out to me because the chat services are only giving generic messages.

Dear AlexusPat94,

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 takes 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 you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Thanks you for responding. Yes I have submitted all required documents. On May 10th, I submitted A front and back copy of my State ID, a picture of myself holding my ID, and a utility gas bill with my name and address included on the document. The pictures were sent in JPEG and my utility bill was sent in PDF form, as they requested.

I have also reached out to the chat reps (the only form of communication they offer) and I requested to chat with a supervisor, and I was told that they don’t allow that. If I am spending money with a company, I believe being able to voice my concern with a supervisor (at the least) should be offered because I am a Paying customer. At this point, I’m not interested in using Bovada anymore if this is how I will be treated while spending my money. I’d just like the opportunity to withdraw my money and move on.

Thank you very much for your reply, AlexusPat94. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have only received 2 emails from them since May 9th. The original email stating that my account is disabled, and then another email AFTER I submitted the documents needed for them to review, stating that they have received the documents and they are reviewing. I followed up asking them is there a ETA because every legit business gives you a ETA when conducting reviews. And I asked them if I could at the least, withdraw my funds until it’s done since I did when the money fair and square or be refunded the money I deposited until the review is complete. They did not respond back and all of the chat reps are giving me generic messages saying that there is no time frame, I’m just supposed to wait with no end date in sight.

My problem has been resolved. They closed the account but I Was able to withdraw my money.

Dear AlexusPat94,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru