Bovada Casino - Player’s account has been disabled.

For 5 days my account has been disabled. I was playing the slots and then I could not do anything else. My account was disabled. I contacted live chat. They put me thru so many questions to verify me, I answered them all correct. After several hours they said they could not validate me, that I had to send more documents. I had to take a picture of my face holding my drivers license next to my face. Then take a picture of the front and back of my drivers license and email it to verification@bovada.lv. So I did this, it was going to take 24-48 hours. They keep sending me emails to resend my documents so I did. Within 24 hours I did this at least 48 times. Then they said I had to email them to financialservice@bovada.lv, so I did. Then they emailed me and said I had to email the documents to customerservice@bovada.lv. So I did all this. I finally got a email from the service department telling me to contact live chat to reactivate my account. So I took a screenshot of the email and contacted live chat. I had to upload the email, then upload my documents. Just as soon as I do this they say now we can move forward do not close the chat. The first live chat guy said he would be back in 4-5 minutes. After an hour of inactivity on there side the chat lost connection and I had to start all over again doing this with another live chat person and the same thing happened again. This has happened many times now. I did not accept any sign on bonuses or any bonuses. So they money they are keeping me from is my deposit. They cannot legally keep my money. Now going on 6 days my account is still disabled. I am so sick of their crap. They have no intentions of giving my money back. And my documents were verified all live chat was to do was reactivate my account. I hate these people now they have put me thru pure hell with their run around. Beware, do not trust this casino, they will steal your money. I have a lot of email and live chat screenshots to upload but can only up load 6 on here

Dear Heather,

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?

Has the casino provided you with any reason for disabling your casino account?

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

Hi, I was asked to take a picture of my face holding my drivers license up next to my face, the take a picture of the front and back of my license. And email it to verification@bovada.lv. I have sent it many times. Every time I do they send the same exact email back to me saying I need to send them again and I do. Then they emailed me to send the documents to financialservices@bovada.lv. I did that, then they email me telling me to send the documents to customerservice.bovada.lv. I have done this. Now they sent me many emails telling me to contact live chat and they will get my account reactivated. My documents have been verified. So I take a screenshot of the email and contact live chat. I upload the email, then they say I have to upload my documents. I do that, as soon as they get everything, the first guy told me he was regulating it and would be back in 4-5 minutes, he never came back and after an hour the chat connection was lost due to inactivity on them. So I have to do it all over again, and as soon as they get all my documents and the email they the second guy said now we can move forward and he does not respond back and after an hour the chat connection is lost. The last time I contacted live chat and did all this was 2 this morning. And since then I have received at least 10 emails from the verification department telling me the same thinv , contact live chat to get my account reactivated. And live chat refuses to activate my account. This is now 6 days of this. They will not let me get my money I deposited back. It is not theirs to keep. I have asked them over and over what is the problem, my documents have been verified for 3 days now, and they will not tell me anything.

I have all the emails they have sent me, screenshots of my conversation with live chat pulling their garbage. If you will tell me where I can send them all to you I sure will gladly. I do not know why they disabled my account. Live chat put me thru many questions that I answered correctly and after 2 hours of that, they said they could not verify my identity then they started with the documents. I have done everything they have asked many times, there is no reason live chat is not activating my account. I have also taken a picture of my social security card and emailed it and uploaded it.

Dear Heather, could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I sent you the last email and live chat conversation to hour email

I can send more if you need me to,

Hi, they still have me locked out of my account and have not sent anymore emails

Hi, I think I figured out what is going on. I just moved home with my family a couple weeks ago, and instead of using my old address I put my parents address, that's where I live now. Well my mom and dad have online accounts at casinos. I registered at cool cats not long ago, I put my email and my personal information and I used my parents address. Well I logged into my cool cat account, made my deposit, played a couple of slots, when I noticed I was in my dads account. I got on live chat instantly and explained what happened. The very, very nice customer service man had me verify myself and I did. I told him I was in my dads account, but I used my own email and password to log in, why am I in my dads account? He told me to log out and get back with live chat as a visitor. So I logged out and got back with the same man in chat, he told me to get a different device where my dad has not used and try to sign into my account. And sure enough I was in my account, I got back with this same man in live chat letting him know it worked, yea. He told me that only one person is allowed to have an account with the address. I cannot use the same physical address on my account as my dad. That blows me away. My dad has his own account and uses his own money. And I had my own account using my own money. But that does not matter he said. That is horrible that only one family member living at the same address can have an account. My whole family gambles online and now one of us cannot play on the same casinos, I just do not understand it. So we are deleting my account there so my dad can keep his. What happens when a large family physically goes into a casino and all their licenses have the same address? Does that mean only one person can gamble and the rest have to sit and watch? That is the most ridiculous thing I have ever heard and unfair. But the man at cool cat was very professional, kind, took his time to explain that to me, verified my identity in just a few seconds. I wish all customer service on casino live chats were like him. My mom has a account on bovada and I am sure this is the same issue. So instead of them telling me the problem, letting me withdraw my money and close my account. They have made my life a living nightmare for a week. And I am still locked out of my account and cannot get my money. And all it would have taken was just a few minutes for bovada to do like this man did and the issues could have been taken care of. I would not have had to go thru all this stress and involve our sheriffs department. Bovada needs their butts in trouble for what they have and are still doing to me. Cool cat casino needs a very high customer rating, they are awesome, evening with me not being allowed to play their while my dad has an account.

Dear Heather, did you and your mother use the same device to play games on the Bovada Casino website?

Dear Heather,

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.