Bovada Casino - Pelaajan voitot on takavarikoitu väitetyn kasinon sääntöjen rikkomisen vuoksi.

I've never had an issue with this casino and have withdrawn multiple times before, they claimed I breached their referral bonus which I believe is completely untrue. If they do not want you to refer people they need to not offer it and remove it from their website. I requested a withdrawal then my account was locked under review for over a week, then they denied my withdrawal and took all my funds away. I've communicated to them multiple times how I did not break their terms in any way and it's very clear they do not want to pay out because I won from bonus money. They have yet to provide proof and I'm not sure what else to do

Dear jakeutley19,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bovada Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you referred multiple people who deposited and played in the casino?
• Could you please forward the correspondence between you and the casino, including the communication in which you were accused of breaching the rules of the website?
• My email is tomas@casino.guru

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

Best regards,

Tomas

Yes, I referred 2 or 3 people. And I emailed you

Thanks for your message.

I checked the correspondence you sent me, but unfortunately, I couldn't find any email detailing accusations against you from the casino's side. How were these accusations communicated to you?

Please send me this information to my email or you can share screenshots directly in the complaint thread.

I apologize for the inconvenience.

Thank you very much, jakeutley19, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you jakeutley19 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 know why was the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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