Bovada.Lv, Slots.lv, Bodog.eu, Café Casino, Ignition Casino, Joe Fortune, Bodog.com Support and Complaints Thread

Hello,

Allow me to  introduce myself , my name is Jessica and I will represent support for Bovada.lv, Slots.lv, Bodog.eu, Café Casino, Ignition Casino, Joe Fortune and Bodog.com.
Your feedback will be appreciated and I'm here to answer any questions you might have.

Best  Regards,
Jessica

Profile: JessBPsupport


Update 13th April 2016: Café Casino added to the casino group.
Update 5th May 2016: Ignition Casino added to the casino group.
Update 30th July 2016: Joe Fortune added to the casino group.

Update 20th June 2018: Bodog.com added to the casino group.

Welcome Jessica 

Glad to meet you and thank you for joining us 

Welcome to the forum Jess! We appreciate you being here to assist our wonderful members:)

Hi JennaROX,

That's great news!
Aren't new things fun!

Keep enjoying yourself and let us know if you need anything!

Thanks,
Jessica

I need some help.  I recently won at Bovada and had deposited with my bank issued VISA debit/credit card. When I withdrew via the pay2card method, they sent me a check instead, stating that they couldn't refund back to a prepaid/gift card.  My card is not such thing and to tell me that when I knew better was irritating to me.  I wasn't even consulted or given an alternative method when my requested method was rejected.  They just automatically sent a check without consulting me first.  I would have NEVER requested a check because I know the horrors of dealing with foreign checks and the length of time it takes to clear the funds. As it stands, even though the withdrawal was really fast, I now have to wait 6-8 weeks for my funds to be cleared, which in itself is ridiculous. If I had been given an alternative choice, I would have gone the bank wire route or any other method available to me because of the hassle of the check method.  Because of this I have refrained from depositing again due to this issue and if you can clear this up for me then I am more than happy to give Bovada all of my future business.

Hello Trpschick.

Casino rep has been notified regarding the matter. We'll keep you posted. 
Hope all will be sorted out soon. Thank you very much for your patience.

Best regards.

hi Jessica .its good to see bovada being represented.i used to play at bodog ,now have downloaded bovada.are there any ndb's available to try out the casino/and/or poker,,or did miss them??.ive played a lot of poker sites and none are BETTER,so I will definitely end up w/you guys...ty

Hi DiamondBaron63!

You're better off checking the site directly for any available promotions!
You can also get right in touch with Bovada's 24 hour Customer Service 1-888-263-0000

Hope you find what you're looking for!

Thanks,
Jessica

Hey Jessica, I am wondering if you have cleared up the issue I posted earlier? I was told you were looking into it. 

Hi trpschick,

I reached out to them, but you'll need get in touch with Bovada directly, as we don't have any information about your account.

Have a great weekend!

Thanks!

I need assistance with my withdrawal request from Cafe Casino lv. I requested a withdraw shortly after my account was disabled.  I can no longer access my account. The reason they gave me is I sign up from the wrong state. They requested I send doc. to verify my location and Identity. I upload all doc. to Cafe Casino on April 28. my account is still disabled. On the state drop down menu Arizona and Arkansas is right together by error I click on Arizona instead of Arkansas. Before I requested my withdrawal I made many deposit with Cafe Casino lv. The casino gave me a 48 hour time frame to review the doc.  tomorrow it will be a week.  I hope you can assist me in this issue.

Hello ADLWP2,

Sorry to hear that. We'll let the casino rep know so hope we'll get a response soon. We are going to do our best to help you resolve the issue and get in touch with the casino. Could you please PM me your casino username?

Best regards.

Hi ADLWP2,

Your username has been sent to the casino.  Hope they will get back to us soon.

Thank you for your patience.

Best regards.

Hello ADLWP2,

I'm sorry to hear about your troubles!
I just sent you a PM to provide your email address at Cafe Casino.

I will personally look into the situation!

Thanks,
JessBPsupport

I have a question.  A few days ago I made a small deposit through bitcoin, and the deposit process froze for a bit, like around 15 minutes.  I went through the deposit process again and it worked, however i did not recieve my deposit bonus.  I then set a ticket/email to customet support stating that I didtnot recieve the weekly double bonus.  I waited around an hour and i was eagerly wanting to play.  I played out my deposit without my bonus.  I argued with them a few times but they sayed because i played out my deposit i was unable to revieve the deposit bonus.  Even though i sent an email immediatly after my deposit was successfull.  I still believw i should get that deposit bonus.  Maybe I should of waited untill i could of used a phone. Just seeng what  you had to say.  It was with slots.lv

Hi pc dub,

The casino rep has been notified about this. Hope she'll get back to us shortly with the answer.
In the meantime, could you PM me your casino username?

Best regards.

Hi pc dub,

It these type of situations it is best to wait before playing out your deposit. Unfortunately because you played out your deposit you were no longer eligible for the bonus. However lets wait and see what the rep has to say.

Ya, its cool.  Even made a few more deposits afterwords.  They gave me one curtious coupon after the fact once, so that disqualified me for this one.  I have a depositors rebate in a few days plus comps at the end of the month.  I have no ill will towards slots.lv.  i just thought the email's time stamp would qualify enough for the coupon to be issued.
Happy huntin.

Hi Pc dub,

Your username has been forwarded to the casino rep. Hope they will get back to us shortly with an explanation.

Best regards.

This is in reference to m experience at ignition casino.  When I first deposited it using my debit card it took 3 days for my account to be credited. When I inquired where are my funds I wasn't given a definitive answer. I didn't get my deposit bonus.  My rewards points earned disappeared.  No notice , email and no reference of any transactions to my account under transactions.  I was told that I would get an email throughout the day. Which means nothing cause you get those auto response saying we received your email and will contact you within 4 hours. And 10 hours later a day later and still no resolution.  If you take from a player their money their points it shouldn't be a waiting game or guessing game as to why.

Hi b4iluzee,

Sorry to hear that. Could you please PM me your username so that we can forward it to the casino rep to look into it?

Best regards.

I really like the games at Bovada. Not to mention How helpful Customer service is.  But  i ended up paying a load fee, a transaction fee, an international transaction fee, and debit card fee.  I deposited over 500.00 and it cost me nearly 175.00 in transaction fees.  So sadly amp; I havent been depositing there this month.  Its great that you can cashout your reward points.  You dont have a rollover.  Ignition on the other hand requires you play your bonus before you can cashout. 

If i may, make a comment on a few or all of these casinos.  I have no bearing when i gamble, it dont matter to me right now. Say i have 500$ in my account and I decide to withdraw 300.  I check back on my account one minute later and its still at 500$. One hour later its all gone, no more withdraw.  Lost of bearing on my part,  perhaps.  Allow me and other customers to lock the money out of the account for withdraw, with the option to cancel.  To me that is dirt bagging. Or taking advantage of a gambler.

I apologize I was out of line this is the wrong forum for this.  I do not know how to delete or edit once more.

Ok Is it okay to ask what happened to Jessica and her  issue if im to understand correctly Bovada didnt credit her winnings onto her prepaid card?  They sent a check.  I too use netspend prepaid debit card and hope I dont face the same issue.  Thank you

We are working on getting a response from the casino group. Hopefully we should get an update this week.

What happened to this thread?

HI Orren,

How do you mean what happened with this thread?

ive played my share on slots.lv, had nothing but good experiences there, made a few deposits and so far one cash out (my luck isnt the greatest) but had lots of fun and no issues what so ever with the customer support or the games offered. thanks guys, keep it up

Thank you for sharing your experience with us. Good luck. :)

Wow... I have had the worst experience with Ignition this week. As most poker players in the US know, WPN/ACR has been undergoing DDOS attacks & unreliable to play on for the past few days. Tuesday night, I wanted to play poker before bed & decided on sending a small btc deposit to Ignition. I figured I would play some Zone poker & stream a little to end the night.

After 1 hour and 8 confirms, I decided to call customer support. The level of incompetence was astounding. Support needs a crash course in crypto-currency. The bullshit that they were trying to convince me of was insulting. According to the agent(s) my wallet was backed up and had not sent the transaction to them yet ~ This was the answer through yesterday with 85 confirms ~ they wanted to explain to me how BTC works! COMICAL

So last night when WPN came back online, many fellow streamers and players were in my stream telling me about their own deposit issues with Ignition over the past few days. Ignition's volume must have increased significantly over the past few days.

Two players' stories in particular stood out to me. Player #1 deposited $25 via Netspend card and she had been waiting approx. 10 hours for her deposit. She tried calling every number she could find online and either no answer or a busy signal. Player #2 deposited .1 btc & got through to them via telephone after waiting six hours for his deposit. He mentioned support crediting him with $10 bonus for the delay.

Here is the thing, I have been busy playing on WPN, so not having the money on Ignition really didn't ruffle my feathers. The ignorant responses from both the telephone support and the email team, are infuriating. There have been long stretches that I forgot all about it and then this form letter email arrives, reminding me that it may take up to 6 hours for btc deposits to go through. It has been approx. 40 hours at the time of composing this message.

Background info: 1 hour after the deposit, I called and I was asked to send screen shots along with the transaction records from Blockchain. My deposit was sent from a Blockchain wallet so it was very easy to send those items. I always increase my mining fee to ensure my transaction is processed quickly. I sent my transaction ID through a service that includes my transaction in the very next block to be mined. The transaction was confirmed within 5 minutes of being sent and 40 hours later Ignition is still saying they have not received it.

I have screen shots of every step of this process and I am prepared to share those dependent on your response to me this afternoon.

FYI - Player 1 mentioned above is still waiting on her deposit as well...

Thank you

Jenna

Hmmm like you said perhaps they overwhelmed by the traffic coming in from WPN/ACR being down. We will ask the rep for some insight into this issue.

We recievd a response from the rep: 
'There was an issue with the script that posted successful deposits to player accounts yesterday. This has since been fixed and all delayed deposits were issued this morning. If a player still hasn't seen their deposit which showed as successful on site post to their account, please contact customer service to look into it and ensure it was indeed successful and not a failure pre authorization.'

Gosh I love you guys gonna check now ... Thank you Melanie you are the bestest!

Unfortunately, the deposit is not in my account. I was busy with a home game tonight and just got a minute to check. It's frustrating because I KNOW it has nothing to do with any fault of my own. It is a Bitcoin deposit with over 100 confirms. There is no way for them to deny they received it, or to place any fault on me whatsoever.

Ignition, shame on you. You should not offering bitcoin banking when your support staff is 100% clueless about the technology. I am sure there have been more than a few players who are new to bitcoin turn to Ignition for their first deposit and be totally disappointed.

If I were unaware of how transparent and fool-proof blockchain transactions are, I would take what your team tried polluting my mind with as fact. Your inability to process the transaction smoothly should not be blamed on Blockchain or my wallet ( in this case Blockchain is my wallet ) ... just despicable.

Jenna

Please private message me your Ignition username so they can look at your account.

is there anybody reps available for slots.lv issue i have or not anymore please let me know cause i have issue i would like resolve d if possible please n thank u

Sure. We'll get in touch with the casino rep. Could you please provide us with your casino username and tell us what the issue is?

Hi Jessica. Unfortunatelly i have a dispute with Bovada who is trying to confiscate $14k of mine. A few weeks ago I was at work and watching the owner of the company who used to also be my boyfriend of 20 years play blackjack on the computer in the office. A day later i was at work and i was bored and signed up to play as well. I had no idea the trouble that using a shared computer would cause. I deposited $1k lost, then another $1k and lost and had almost $5k in losses all done with bitcoin before catching a hot streak in blackjack winning about $9k. I withdrew it and started again this time winning about $8k. I carried on playing and then after winning some more in pokerwent to log in again and saw a message that support needed me to send in ID. I was fine with that and right away sent in my passport, medical bill and also power bill.A week went by and i was given the run around every day. I was then told to call in and when i did I was asked if i knew a player by the name of XXX which was my ex boyfriends name. They asked me to have him call Bovada which at first I thought was strange and also very unprofessional. I called my ex who right away called in and found out what the problem was. On his account he had deposited $600 on a credit card and when the bill came hesaw a tech support company billing him. he tried to contact them to ask what the charge was but no response so he disputed it with his card. His card reached out to the company that billed it and they also got no reply so thinking it was fraud they charged it back. As soon as my ex was told that was Bovada he paid it that day. he gambles tens of thousands of dollars with Bovada, Ive seen him play $400 a hand for hours. obviously he was not trying to get away with $600. Thinking that was the end of it i figured my account would then be opened again however i was then given the run around for another two weeks. I was finnally told to call in again and when i did I was asked a bunch of questions about the account such as what bets i have made what stakes i played etc etc which i answered all correctly. I was told i violated terms and conditions and that my acount is closed and my money forfieted. In the email they sent me they said i commited fraud, had unpaid deposits and had multiple accounts. This is simply not true. Every single bet made on my account was made by me. I have never commited any fraud in my life and even by Bovadas own admission you guys bill your credit card deposits through weird shell companies so im sure its not the first time someone didnt recognize the billing and disputed it. Anyways the point is that wasnt my deposit anyways. What on earth has my ex boyfriends deposit got to do with me and if it was to do with me he paid it off as soon as he found out it was Bovada. The security people at Bovada said because we shared a PC and I used the work email that was like having multiple accounts even though we do not live at the same place and proved we have seporate addresses. When I set up the account I had no idea that if i used a public computer that another player used I could lose my money. Nor did I know if I used the company email the same thing. I used the company email as thats always open on a computer in the office so its easy to see when emails come in. If I was trying to pull some kind of scam how easy would it be to set up a new email and use a seporate PC. Bovada offers a referral bonus. How could i refer a roomate or husband or a kid that lives at home with me if they share my PC? Bovadas stance is because i know wsomeone else that plays on Bovada and sometimes (not always0 uses the same PC as me there must be some kind of fraud especially after he disputed a deposit even though that was resolved right away. I am hoping you can help me with this dispute as theres no reason for them to take my money. If Bovada doesnt want my action thats fine let me withdraw my money and il be on my way. Hope you can help me. Jasmin Montano

Hi Jasmin,

Thanks for the detailed explanation. I see your point. However, if you play on the same computer or the same IP address it is a breach of T&C. The casino's system identifies it as multiple accounts, the same computer, same IP address two different accounts and email addresses. You should always read T&C before you deposit and start to play. You need to get familiar with the rules before playing. Anyway, we can get in touch with the casino and hear their side of the story. Could you please private message me your casino username? 

I believe sharing the same IP address should not be a problem as long the second player did not claimed any bonuses. Casino's t&c's are mostly to prevent bonus abuse. Most casinos I play at accept new players with the same IP address as long that player does not claim any bonuses. So if you did not accept or claimed any bonuses from them, they should pay your winnings. Have you ever heard that a land based casino refused their customers for entering their casino because they live under the same roof?

Sharing the IP and multiple accts is a serious issue, more than you obviously imagine. Casinos have to be strict this way as they are slammed by abusers, and even worse fraud ( stating the facts not implying anything about this complaint ).

And you are actually wrong, most online casinos do not allow multiple accounts from the same IP, though some have an exception if the users are sharing the same household but are pre-verified.

I also dont agree with your landbased casino analogy. LB casinos actually ask often for your ID/passport before playing table games, have surveillance and have other ways of protecting themselves. But at least they work with players in person.

Online world is a whole different ball game and much easier to do things to that  might not be so legal. So I would argue that its much trickier for Online-Casinos to truly verify your identity and no wonder we are seeing more often requests of selfie ID verification these days. And its for a good reason. 

Now obviously we dont have all the facts of this case yet, and lets hold off with any conclusions before Melissa receives the complainants user name and reach out to Bovada for assistance.

cheers
Zuga

I also find it very hypocritical that a company processing gambling transactions under the premise of tech support or toy shops or automotive supplies is trying to take my money for breaching T&C. I understand this is what Bovada needs to do to accept credit cards and they are not doing it to try and cheat the players. That is the same with my account. I did not use the same PC as another player to gain any kind of advantage nor did I claim any bonuses. Anyone can tell this is just a player gambling online that used a shared work PC and email not realizing that was an issue. 

Hi TENMINUTE,

Thank you for providing your account details to us. We are going to get in touch with the casino and investigate this case further. We have to hear the casino's side of the story in order to have a broader picture of what exactly happened. Please keep an eye on this topic. We'll update it as soon as we have some news. 

The thing is, I do understand if a casino think it's a fraud when 2 or more persons using the same IP/home address to play at their casino, only if they all claimed their bonuses but if only one of them claimed the bonuses, that shouldn't be a problem because I don't see what's the harm of it? I have asked multiple casinos where I play at regarding this and they all said the same thing, it is allowed only if the second player does not claim any bonuses / not eligible for bonuses, maybe RTG casinos have different rules idk. I don't play at any RTG casinos anymore. If the OP has his/her account verified (selfie and whatnot), did not claimed any bonuses, it should be fine and dandy.

About land based casinos, I assumed that ID is mandatory before entering the casino, at least here in the netherlands it is mandatory otherwise you are not allowed to enter but that's not what I ment in my previous post, I just saying that it would not make any sense if land based casino only allowed 1 person per household for entering their casino.

For those of you that read my compaint with Bovada a week ago I wanted to post a little update so people know what kind of site they really are. I opened an account with Bovada and used a PC and email located at my work thats also used by another player at Bovada (my ex boyfriend) who owns the company. I didnt know this wasnt allowed and didnt do it to gain any advantage or cheat. I lost 5 X $1k deposits before winning $10k and cashing out $9k. I then plyed more and between casino and poker won $14k and this is where they closed my account saying that i violated their terms and conditions. I assumed they would send me my balance after closing my account but no they decided they should keep it. This is crazy as nothing i did was to gain any advantage at the casino or in poker nor did i take any bonuses. What really got me furious is when i asked them why my account (a net winning account) was closed and why the others players account who I shared a PC with (whose a $60k+ net loser lifetime on Bovada) was allowed to stay open and the Bovada rep said they let his account slide becuase of his long relationship with the site. This means if you lose enough money you can basically violate T&C"s but if your a winner they will do whatever it takes to take your money. 

I also find it very hypercritical that a gambling site that processes credit card trasnsactions through fake shell companies such as Fashion sites, tech support, design centers and Bag retailers have the audacity to tell me that because I shared a PC and email they will keep the $14k in my account. I understand that technically i broke the T&C however if I had lost $30k they wouldnt of refunded my money so I was freerolled.

Hi TENMINUTE,

We are still waiting for the casino rep's reply on this. We sent them a reminder and still nothing. Hope they're going to get back to us soon with the explanation. 

They do not want to pay and have made it very clear by also not even bothering to reply to you. After doing a little research this isnt surprising now I know they surrendered they Kahnawake  license and are now operating as a unlicensed online casino. Why would a online casino that doesnt even care about licensing worry about billing credit cards through fake companies or stealing account balances. Even still I am filling a report with the US department of Justice and we will see what they think of stealing balances and decieving credit card processors