Bovada Casino - Player’s withdrawal has been withheld.

So I've been playing online casinos for a few years now. My favorites were Cafecasino.lv and slots.lv and brovada.lv, but that's changed. I've never had a problem with any of them until I did. Brovada.lv I'll start at the beginning...

So I made a small $40 deposit that came with like 50 free spins.. well I won like $20 on the free spins but I played all night long and deciding to cash out at $700. And the bonus play through was complete or it wouldn't even give you the option to withdraw... Feeling great about actually cashing out, which is unfortunately rare because I usually Play till it's gone for some reason... But I went to sleep knowing that I was going to wake up and the winnings would hit my Bitcoin wallet... And I was already spending it in my mind... So I was completely shocked when I woke up and tried to log in and my account was locked and had an email saying that my withdrawal was declined... So I contacted chat and he said that it was because of suspicious activity and he couldn't tell me anymore and that they would call me and I told him that I was already verified but he couldn't tell me anything and it took him 15 minutes in between any kind of response...I was so angry... I couldn't believe this casino that I trusted with my money was robbing me of my winnings. There's an unwritten rule that if you're willing to lose your money to a casino then they should pay up when you win... Well I never received a call and I've emailed and tried to do chat with no response except for automated responses... When you call the phone it says that they're overwhelmed because of covid and have no phone service... And when I looked into it it seems a lot of other people are having the same problem with brovada.lv.. where they can't get a hold of anybody and their account got disabled and they're withdrawal got denied... I seen somebody said since the price of Bitcoin is down they are trying to not pay out or something but I don't know how true that is... I just know that they are completely ignoring me and have disabled my account I have never had multiple accounts and I've been with them for a long time. I don't know if casino group can help me but if you can that would be awesome....

Yea it happened on February the 22nd. And yes I sent them my ID, which is all they asked for. But I also sent them a Credit Card Bill... just so they know I am who I say I am.

It's dead over at Brovada... No chat.. No phone... I don't know what happened... They've always been in my top three... but I hope CasinoGuru can help me... Thanks Petronela

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

Hello Shane,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bovada Casino to join the conversation and to aid in the resolution of this complaint.

Dear Shane,

As there has been no response so far, I will try to contact the casino once more.

We would like to ask Bovada 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Shane,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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.

In the meantime, I recommend you to contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru). I wish I could be of more help.

Kind regards,

Adam