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Bovada – Played 8 lines, hit for $125 on line 8, not paid

Ruling

Resolved - A technical error has been corrected by Bovada casino and this player's balance has been corrected and they have received a bonus as compensation.

Read our Bovada Casino Review.

Player's Complaint

On or around July 13th, I let casino support know what happened. I sent screenshots proving it, provided the spin number, etc. Ref: [EDIT]

What happened was, I was spinning all 9 lines on Shopping Spree with bonus funds ($11.25 per spin). Finally, I only had $10 left so I did 8 lines. I got 5 bouquets of flowers on what shows as line 8. That should pay $125. I provided screenshots and have followed up with them multiple times. Their response is always the same... something along the lines of, they're working on it, etc... Their last response was: "We don't have any updates yet regarding this issue. Rest assured that we've already sent a follow up. Once there’s an update, it’ll be sent to your email address or account messages." After nearly 2 months? It's absurd.

I believe that the game is incorrectly showing line 8 as line 9 and vice versa so, when calculated, it really calculated line 9 as having the win, but that is not what is shown to users.

I was playing with bonus funds and only asked for $125 in bonus funds, however, since I was already partially through the play through amount and I don't know how far I was, it should either be non-bonus funds or bonus funds with a reasonably low play through.

Support numbers:

[EDIT]

See how much I've tried to get this issue resolved before I filed a complaint? That's 7 support tickets.

Thank you for your help.

Read the casino review

4 Responses

ThePOGG
Sep 10, 2018

Hi tjrifai - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
Sep 12, 2018

Hi tjrifai,

I've spoken to Bovada regarding this issue. There was a display issue with this game resulting in you seeing a combination that the system did not register.

They wish to offer their apologies for the delays - this should have been resolved a lot sooner - have put a $125 bonus in your account alongside an extra $75 for the delays.

Can you check your account and confirm?

Thanks,

ThePOGG

tjrifai
Sep 12, 2018

Yes. This has been resolved. Thank you so much for your help! I received the $200 but, unfortunately, I blew it! Lol

ThePOGG
Sep 14, 2018

Hi tjrifai,

Thanks for letting us know and it happens to everyone!

ThePOGG

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