Bovada Casino - 플레이어의 계정은 폐쇄되고 상금은 몰수됩니다.

Upon trying to withdraw my balance of $80, I needed to change my phone number. At that point they suspended my account and asked me to verify my ID. I did so and didn’t hear anything for over 3 weeks. Now they are saying I have multiple accounts (which I don’t) and have seized my balance. Come to find out, they aren’t supposed to be taking customers from Colorado and I believe this to be the reason they’re doing this.

Hello HannahNic,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bovada Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Does anybody else from your household owns an account in the casino?
• When was the last time you spoke to the casino and what was it about?
• Did they provide any evidence of multiple accounts?

Looking forward to your answer.

Regards,

Nick

Hi Nick!

*I first submitted all documents on 1/2/25 via email. I submitted them several more times both via email and with a chat rep.

*No. I am the only one in my household.

*After trying to dispute this almost two weeks ago, I received an email from Bovada "dispute resolution" on 1/27 saying they would be conducting another investigation. That is the last communication I’ve had.

*No, they provided no evidence and when I asked for the evidence they stated "Unfortunately the decision is final."

Thank you for your help!

Hello HannahNic,

Would it be possible to forward the communication between you and the casino for further review to nikolas.b@casino.guru.

Looking forward to hearing from you.

Regards,

Nick

Hello. I emailed them to you.

Thank you.

Thank you HannahNic for all the information provided. As we need further information from the casino, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello HannahNic,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on the matter and to see if I can help.

We would like to invite Bovada Casino to join the conversation.

Dear Bovada Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Dear HannahNic,

Despite my multiple requirements and multiple emails, the Bovada Casino team could not provide sufficient evidence of the violation they have previously accused you of. They only responded that their own Dispute Resolution Office (DRO) has reviewed your case, and they confirmed the alleged violation rules, which was communicated to you as well. However, we cannot consider this decision as fully justified. As there was no evidence provided to us to assess the situation as an independent party, this situation does not align with the fair practices we advocate for in promoting a just gambling environment for both players and casinos, so we had to close this complaint as unresolved—insufficient evidence from the casino.

Given that the casino operates without a valid license and does not utilise any Alternative Dispute Resolution (ADR) service, there is no gaming authority to turn to.

I will mark your complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond and resolve the issue, we will reopen the complaint and notify you by email.

It would be advisable for you to consider engaging exclusively with reputable, licensed casinos, taking into account their reviews and ratings, to minimize similar situations in the future.

Best regards,

Michal

Casino Guru