The player from the US had their account locked by Bovada after referring a friend and receiving a bonus. The account had been locked for two weeks, and despite being told it was under investigation, no updates had been received. The Complaints Team had requested additional details from the player and extended the response timer by 7 days. Due to the player's lack of response, the complaint was rejected, and no further investigation was conducted.
Bovada Casino - Player’s account has been locked and under investigation.
Amount: $1,900
Bovada Casino
Safety Index:LowSafety Index
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3.6
Bovada Casino has a Safety Index of 3.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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5 months ago
I referred my friend and he deposited money, I received my bonus fund and played on the casino until I used enough money to withdraw. Bovada then locked my account, it has been locked for about 2 weeks now, but I cannot even log into my account. They say it is under investigation but have received no updates in 2 weeks.
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5 months ago
Dear Jlperez0499,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with your account at Bovada.
To better understand your situation and assist you effectively, could you please provide some additional details:
- When exactly did your friend make the deposit, and when did you receive your referral bonus?
- Have you received any specific reason from Bovada regarding why your account is under investigation?
- Did you receive any communication from Bovada before your account was locked, such as verification requests or notices?
- Have you tried contacting Bovada support for updates during these two weeks, and if so, what was their response?
If you have any other relevant communication or additional screenshots, please forward them to petronela.k@casino.guru.
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,
Petronela
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5 months ago
Dear Jlperez0499,
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.
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4 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
