Bovada Casino - Player’s withdrawal and account have been blocked due to an IP issue.

I signed up deposited a couple hundred and ran that up to over $30k and then down to $9500 when I decided to withdraw I got an email asking to verify my identity which I sent in all the documents so identity verification is complete.

Before I could verify myself I got a 2nd email saying my ip address didn’t match up location with my home address. My iPhone has private relay and that hides your ip address I guess or randomly shows you in other areas for privacy.

Then they locked me out and canceled my withdrawal while they investigate.

Dear Jenstorm,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. I have checked the casino's Terms of Service and this is what I found:

6.2 Fraudulent Activity.  If, in our reasonable discretion, we determine that a player has engaged in fraudulent, unlawful, dishonest or improper activity (including, without limitation, the usage of a VPN, proxy or similar service that masks or manipulates the identification of your real location, or by otherwise providing false or misleading information, or by making bets, wagers or poker play through a third party or on behalf of a third party) we reserve the right to immediately terminate or deny a player access to their Account. In such event, all Account balances (including both deposits and any winnings) shall be forfeited and we reserve the right to disclose information (including the identity of the player) to applicable parties including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such player.

Could you please tell me if you accessed the casino website with a VPN or similar location-masking software?

Have you entered true and correct personal information regarding your location?

Have you made any successful withdrawals from this casino in the past?

When was the last time you communicated with customer support and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The private relay feature was turned on my iPhone I was unaware really what it did and by no means was using it to intentionally hide my location. I live in Michigan and they allow players from here and all my information was correct and sent them a utility bill, selfie with my id.

This was my first time depositing on their site so haven’t had a withdrawal before. I explained to them that was unintentional and they don’t give me any timeframe or when I’ll be able to access the account.

I got a reply from them today and the reason I am concerned is they do an internal investigation so they have incentive to try and find a reason to not pay. Would like a 3rd party like you to help me make sure they are fair.

this was the latest email back from them so they randomly lock you out of your account in the middle of playing I guess that’s normal procedure I hope and will be notified soon that I’m able to access my account but that seems suspicious to me.

Thank you very much, Jenstorm, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Jenstorm 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 ask if you could update us on the timeframe of the investigation of the player's account and how we can help to resolve this issue.

Thank you!

They let me withdraw $292 and seized $7900 claiming fraud I have never had another account with them verified my identity this is just wrong

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. 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 might 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 you contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=bovada.lv) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter