Bovada Casino - Bonus not given

I have had an account with Bovada since around 2015 and I recently received an email with a free spins bonus and logged in to use it since it was rare to get a no deposit bonus from them.

It took a long time but I managed to play through the required amount and requested a withdrawal for the max allowable $100 by bitcoin. The website attempts to send a verification text to an old phone number of mine so I go to my profile to update it but it didn't seem to be allowed.

I then used their online help chat to get it updated. Their help agent asked their verification questions and said on more than one occasion that I had been verified.

I explain the issue and the person makes me hold multiple times and drags the process of updating my phone number into 1 1/2 hours!

Then he finally tells me that my account wasn't verified and disables it!

I asked to be transferred to a manager because it seemed they were trying to scam me out of my bonus winnings. Why else would it take 1 1/2 hours to simply update a phone number. I have an account with their sister company Ignition and have never had a problem.

The manager comes on and says the same thing, send in documents to verify account and it'll be 48 hours until I hear back. The thought crossed my mind that maybe Bovada came under new ownership or something because it felt like I was dealing with shady planet 7 casino.

I send in my documents and receive the following response:

"Hello, Thank you for submitting to us your documentation. For us to complete your verification, we kindly ask that you resend the requested documents as the images you submitted were either unclear or cut-off."

I've sent in the documents three times and have gotten the same message. Bovada's reputation is going downhill.

Help please

Quick facts

Date raised
Sep 05, 2023
Disputed amount
Case status