Bovada and Slots.lv -- same customer service, same issues, same company?

[globalgamer]

Well I am sorry to report a lot of problems with these two companies. I thought they had been sorted out, but just found out they have not. I also thought they were two different companies and perhaps they are, not sure, but they have the same customer service, the same repetitive emails, and the same issues with being unable to provide any meaningful or helpful information when problems arise with withdrawals or account issues. 

 

1st situation - with Bovada

 

So here we go -- with Bovada I made my first withdrawal in mid to late May, and it was a nightmare. Took two weeks, had to verify myself which I did immediately but still took two weeks after that due to the Visa Fast Funds issue. I was frustrated by the daily calls and emails leading no where and the long time of not even knowing if I would get my withdrawal (which was not a win, it was less than I had deposited after massive playing) so told them I would not be using their site anymore after receiving the funds, so this brought my balance down to 0. They didn't seem to mind I would not be using them.

 

Well a few weeks later I decided to try them again, since they seem to be one of the biggest and I felt perhaps I could trust them after all. I made another deposit and won some money, around $750 on a $100 no bonus deposit. Since they started pushing bitcoin as a faster withdrawal method, hassle free and quick, I decided to test this before playing more, so I tried to do a partial withdrawal of 550 which was my second withdrawal, but first using bitcoin. The site says 15 minutes, but it turned out it takes 72 hours + 15 minutes they explained to me a I waited for the funds. It ended up taking around 4.5 days for the withdrawal, and as usual I kept calling them and they kept emailing me the same thing again and again. The good news is they did pay me the $550 withdrawal, leaving a few hundred in the account, but I was disappointed it took them 4.5 days for a bitcoin withdrawal when I had already been verified and made previous withdrawals. I have used 7bitcasino and bitstarz and both took about 15-20 minutes for withdrawals so perhaps I had been spoiled by their fast service. 

 

So this isn't the end - suddenly I received an email that I needed to call Bovada immediately about my account. I called them and it was blocked, and then called and was on hold around 15 minutes and talked to their financial services team, who said they didn't know why it was blocked but they were looking into it and would call me back later that day. Well they never called so I have been going back and forth with them by email when they say I need to call and I tell them I did that but when i called they had no information and they reiterated about 10 times back and forth to call again so 2 days later I called again. They said once again they did not know why my account was blocked and they would call me back in a few days. I explained it was ridiculous that my account is blocked and my no deposit winnings are on hold as well since I can't access my account, and asked for a withdrawal, and they said I also can't take the remaining withdrawal until they call me back in "at least a few days." So this is frustrating already. 

 

Okay now for part 2 - slots. lv

 

I had a similar issue with slots. lv -- won some money and took out around $800 which brought my account down close to 0 but I still had around $1500 in bonus money left. They also promised fast hassle free withdrawals by bitcoin so I made the withdrawal that way. However of course they still wanted to verify me which took a few days, then they asked for more information which they did not initially ask for (proof of address) which I sent and that took a few more days. Then they said they cancelled the withdrawal since I needed to use a unique bitcoin wallet address I had never used before. I asked them why they didn't say this up front since otherwise how would I know this. Anyway this started the process over. I immediately sent them a new wallet address for Bitcoin and a few days later I received my withdrawal, so it took around a week via bitcoin. I am leaving out the frequent calls and emails back and forth leading no where, so I felt lucky to actually get my withdrawal but I did. Well then suddenly my account was blocked, and they said to call them which I did, and then they had to ask me questions again regarding verification which seemed ridiculous, and then they told me my account was fine again to login and use and they emailed me as well it was ready for use again. Then suddenly a day later (I had not logged in yet) I received an email to call them about my account, I said I already did so why call again, they kept repeating that I needed to call then everything would be clear since they are unable to communicate everything in writing. So I called them, and guess what, it was the exact same customer service rep I talked to with Bovada. This was a few minutes after I hung up the above call with Bovada, and they had the exact same story - they don't know why my account is blocked, they will find out and call me back in a few days, etc. etc. 

 

So now I realize they have the same customer service, the same withdrawal issues, and I am totally fed up with both. Also, their withdrawal interface on the sites appears very much the same, so I assume they use the same underlying platform - which really is terrible in my limited experience with them so far. 

 

I have no idea if I will ever receive my remaining funds with Bovada (no bonus tied to it) or if I will be able to login to slots. lv and continue using the bonus that I worked hard to secure. Anyway at this point I don't think I care much since I will probably never use either again. 

 

I did not file a complaint yet on this site which I may do soon, but for now, I just wanted to share my experience so others can avoid the same issues hopefully. 

 

Using bitcoin with other casinos it has been so fast and hassle free, so I expected better from both of these casinos especially when they assured me prior to my withdrawal that it would be fast using bitcoin. Maybe to them a week is fast and I realize others have had it far worse with Bovada (I have ready about a few month wait, etc.) but using bitcoin it really should have been faster I feel. At least with 7bit and bitstarz it is lightening fast (15 minutes at most so far each time). 

 

I am new to online gaming and this is the part that has really been discouraging, withdrawals from these two casinos. 

 

I will go back to 7bit or bitstarz or try one of the others many on this forum recommend. No more Bovada and slots. lv for me. 

[globalgamer]

I have an update to this situation. I have just received an email from both companies about a minute apart, letting me know the accounts have been unlocked. I included the reply below. There was no conversation about this, no call backs, and when I called they could not tell me why it was ever blocked (both casinos same exact situation - had to call each separately and talk to the same person). So the good news is I just logged in and both accounts are now working. The bad news is that both accounts with each casino were frozen with no explanation given for roughly 3 days. So, for now this closes this situation out - however I will probably withdraw my remaining funds from Bovada now and see what happens. From slots. lv I have only bonus money left, no real money, so I will play hard and hope I don't win. If I win big --- who knows if I will receive it or how much stress will be involved in any withdrawal. If this ends up turning for the positive I will let everyone know. For now I am still pretty frustrated even though the situation has been resolved successfully, I am worried at any minute the accounts could end up blocked again, withdrawals may not be processed, etc. It's hard to get over that. The whole point to this is having fun and trying to win, if winning is this big of a headache it takes the fun out for sure. 

 

email received from Bovada

 

Your account has been re-enabled as per our conversation.

Thank you for your attention to our recent request for contacting us in regards to your account.

If you have any questions, please don't hesitate to ask.

Best Regards,

Bovada Investigations

 

___________________________________________________________

 

​email received from Slots. lv

 

Your account has been re-enabled as per our conversation.

Thank you for your attention to our recent request for contacting us in regards to your account.

If you have any questions, please don't hesitate to ask.

Best Regards,

Slots Investigations

[cocopop3011]

It's great to hear that your accounts have been locked but I believe you have hit the nail on the head when you say...

 

 

 

The whole point to this is having fun and trying to win, if winning is this big of a headache it takes the fun out for sure. 

 

Even if I won at a casino and the withdrawal process or even the playing process was a complete nightmare I wouldn't return there. I'd take my winnings and say thank you very much.

 

If it was me I would definitely withdraw the rest of my funds and move on, bearing in mind you'll probably need to wait again for this withdrawal. But of course the choice is entirely yours. Keep us updated though!

[globalgamer]

It's great to hear that your accounts have been locked but I believe you have hit the nail on the head when you say...

 

 

Even if I won at a casino and the withdrawal process or even the playing process was a complete nightmare I wouldn't return there. I'd take my winnings and say thank you very much.

 

If it was me I would definitely withdraw the rest of my funds and move on, bearing in mind you'll probably need to wait again for this withdrawal. But of course the choice is entirely yours. Keep us updated though!

Thanks for the feedback, appreciate it. I definitely agree with you and started the withdrawal process yesterday via bitcoin. By the way when you withdraw from Bovada via bitcoin it says 15 minute time frame for withdrawal, UNTIL you actually submit the request (the site makes it clear in black and white when making the withdrawal request that it cannot be reversed or cancelled once you submit it). So once you submit THEN it says all withdrawals are reviewed within 48 hours. So the 15 minute promise on their withdrawal page for bitcoin is already automatically broken the moment you submit any bitcoin withdrawal request. And then of course the 48 hours is a fantasy, this will be my third withdrawal and the last bitcoin withdrawal took around 4 days. 

[globalgamer]

Well I have to admit something good about slots. lv casino. Their bonus is actually very fair. I do not like the withdrawal process at all and would hate to win a big progressive since who knows what would happen but I suppose they would eventually pay out since so far they have eventually paid (after a lot of headache and uncertainty). But in the end they did pay and I will admit I am now using slots. lv again! 

 

I am in a position in which I did very well on their slots and was able to withdraw more than my initial deposit and ALSO have a lot of bonus money left (around $1300). 

 

With their bonus as I continue to win it goes into available cash which is nice. So a few days ago when they unfroze my account I had 0 withdrawable balance and as I have kept playing and winning it has gone up to around $100 withdrawable. So with their bonus the excess winnings can be taken out which is nice. Unlike another casino I won't mention here where nothing can be taken until a massive play though is met. 

 

So bottom line I am now playing slots. lv again and I am enjoying consistent wins and have brought the 1300 up to around 1700 and am striving to hit the bonus play through (half way there) which would convert it all to cash that can be taken. 

 

So for now I am happy with them EXCEPT for a very very bad withdrawal experience (multiple repetitive verifications and slow speed). 

 

But....it would be unfair to not give them this positive plug. Their bonus rocks compared to many others - you can take out the winnings even with bonus money left, and play the bonus money into more withdrawable cash. That is pretty cool. So lets see if this slots. lv negative feedback turns overall positive soon - if I  manage to win and cash out again I will certainly let everyone know. 

 

For Bovada I am still waiting for the 15 minute bitcoin withdrawal that will take 48 hours for them to review. I have learned to be patient and not stress and just wait and maybe they will process it without the need for meaningless phone calls and back and forth emails for days (nice people on the phone but they have no information ever). So if they pay me in a few days without having to talk to them 3-4 times again that will be a relief. 

 

My opinion and what I would do if I owned Bovada is this. I would simply tell people on the withdrawal screen that withdrawals take 3-10 days to process (including bitcoin). Whatever happened to under promise and over deliver? Why do they have to publicly market fast withdrawals that they know they cannot possible fulfill? Is this their fault or is the nature of the business that if they told the truth up front (be patient, withdrawal take 3-10 days but you will receive them) maybe no one would ever sign up? Do they have to mislead you to earn customers? If so can we blame them or is this the nature of the business? Well I still blame them and think they are better off setting proper expectations first. I loose a LOT OF MONEY in casinos (land based) and would if they are lucky do the same there if I did not have to feel like I am getting screwed over every time I try to take my money out that I am lucky enough to win. So in my opinion they should all be straight about true withdrawal times. Why say 15 minutes for a bitcoin withdrawal when the second you press submit it says they will review it within 48 hours (even after verification etc etc)? Broken promise immediately, already making people mad the second you press submit on a withdrawal request (the post-withdrawal landing page says 48 hours to review it, yet the previous screen says 15 minutes time frame for the withdrawal). If they told the truth about the time frame before you submit the request I would have nothing to complain about, it would be on me. 

[cocopop3011]

It's great to hear that Slots.lv has come through for you in the end! Sometimes all it needs is a little patience I guess. I hope you keep winning.

[globalgamer]

It's great to hear that Slots. lv has come through for you in the end! Sometimes all it needs is a little patience I guess. I hope you keep winning.

They have - I just fear the next withdrawal! But as far as their bonus and player experience they are solid - I just hope the next withdrawal is painless and if so I will post it. The streak slipped backwards a bit but is recovering currently

 

I also have an update on Bovada. My most recent withdrawal I posted about previously (third withdrawal, using bitcoin - 15 minute time frame stated on their site) was just processed today! It only took 4 days and no phone calls or emails needed. Well it isn't 15 minutes but 4 days is better than it could have been. I just think its hard for them to compete with the player experience of some others that really only take 15 minutes for bitcoin withdrawals. 

[globalgamer]

Quick update - attempting my second withdrawal with Slots.lv, via Bitcoin. I hope this time is smooth, if so, they earn a lot of points for that. I don't know if casinos realize most of us inevitably end up depositing the money again after we withdraw it - it's just nice to know you can get your own money out when you want to. 
 

Although their process that is stated AFTER you request bitcoin withdrawal is to review all requests within 72 hours, which is a bit slow for a verified customer using bitcoin in my opinion, as long as I receive it in 3-4 days I will be happy. 

 

Their bonus is great, I have to admit that. Since you can keep winning and converting bonus to cash by working off the play through gradually and beating the odds (not easy to accomplish but it can be done). So if they approve and process this withdrawal, I will actually be up with them in real cash terms, which is great. I will update once processed - the clock starts now. Of course if this ends up being another nightmare I will let you all know as well. Fingers crossed for a smooth process with no required phone calls and emails back and forth. 

[ValDes]

Thanks for the update mate. 

 

Believe me, both me and my team would be happy if Bovada finally starts to pay on time as we have been literally flooded with complaints against them and they ultra slow payments over the last several months...

 

Fingers crossed!

[globalgamer]

Slots.lv withdrawal update...day 4 since bitcoin withdrawal request. Previously verified and previous withdrawal was made, so I am still hoping for fast processing.

 

The website states 15 minutes for bitcoin withdrawal until you click submit, then it states they will review the withdrawal request within 72 hours. Currently I am at 96 hours and counting.

 

HOWEVER this is okay with me, since no emails back and forth or requests to call, so no hassle so far. A bit slow, but if it gets processed in the next few days no complaints from me on this.

 

I do think they should set proper expectations on the withdrawal page, bitcoin withdrawals should not say 15 minute processing time when they have a 72+ hour review time frame for all withdrawals (even after you have been verified and previously withdrawals have been made). But still, I am cool with all of this as long as its a hassle free withdrawal. The catch is that if they just said 3-5 days for a bitcoin withdrawal I think they would be much better off. Under-promise and over-deliver is a much better way to handle in my opinion, rather than setting expectations that will NEVER be met. However since I already know it takes 3-5 days, I am okay with this.

 

I will post an update once something happens, hopefully good news. If so, I am in their corner again.

[cocopop3011]

Slots.lv withdrawal update...day 4 since bitcoin withdrawal request. Previously verified and previous withdrawal was made, so I am still hoping for fast processing. The website states 15 minutes for bitcoin withdrawal until you click submit, then it states they will review the withdrawal request within 72 hours. Currently I am at 96 hours and counting. HOWEVER this is okay with me, since no emails back and forth or requests to call, so no hassle so far. A bit slow, but if it gets processed in the next few days no complaints from me on this. I do think they should set proper expectations on the withdrawal page, bitcoin withdrawals should not say 15 minute processing time when they have a 72+ hour review time frame for all withdrawals (even after you have been verified and previously withdrawals have been made). But still, I am cool with all of this as long as its a hassle free withdrawal. The catch is that if they just said 3-5 days for a bitcoin withdrawal I think they would be much better off. Under-promise and over-deliver is a much better way to handle in my opinion, rather than setting expectations that will NEVER be met. However since I already know it takes 3-5 days, I am okay with this. I will post an update once something happens, hopefully good news. If so, I am in their corner again.

 

15-minute processing time or 15 minutes from the time its processed to the time you receive it?

[globalgamer]

15-minute processing time or 15 minutes from the time its processed to the time you receive it?

Good point! Well it says processing time 15 minutes for bitcoin and I forget how long for visa fast funds, maybe it says 3-5 days but not sure. However in reality (which you fund out once you click submit) its 72 hours to review it plus 15 minutes to process it once the review is finished. 

 

The good news is they (slots.lv) just paid me today so total processing time for bitcoin was 5 days. 

 

I am overall happy with this casino now, since they have come through in the end for the second time, and this time no hassle, no back and forth emails, just a 5 day wait and the money was released. I didn't ask for status since that leads to endless emails leading no where so patiently waiting was a better solution, and it worked. No idea how long it may have taken for visa fast funds, since this was done by bitcoin. 

[cocopop3011]

Good point! Well it says processing time 15 minutes for bitcoin and I forget how long for visa fast funds, maybe it says 3-5 days but not sure. However in reality (which you fund out once you click submit) its 72 hours to review it plus 15 minutes to process it once the review is finished. 

 

The good news is they (slots.lv) just paid me today so total processing time for bitcoin was 5 days. 

 

I am overall happy with this casino now, since they have come through in the end for the second time, and this time no hassle, no back and forth emails, just a 5 day wait and the money was released. I didn't ask for status since that leads to endless emails leading no where so patiently waiting was a better solution, and it worked. No idea how long it may have taken for visa fast funds, since this was done by bitcoin. 

 

You've got your funds!!! That's excellent news, I'm glad the casino came through for you even though it did mean having to wait a few days. None of us like waiting for our money but sometimes all it needs is a little patience!

[globalgamer]

Strange that a few days ago slots.lv pulled all of their games that I enjoy the most (fruitzen, more gold diggin etc. etc.). 

 

Here is their email broadcast (what a major loss of games): 

 

Please note that we are performing a game library update today.

 

 

 

 

We recognize several of these games include progressive jackpots that are very popular with our players, and apologize for any inconvenience this might cause. We are currently exploring several options to replace those jackpot games. Please stay tuned for further details this week.

 

 

Moving forward, the following games will no longer be available: 

 

• 2 Million BC
• A Night in Paris
• After Night Falls
• Arrival
• At The Movies
• Aztec Treasures
• Back in Time
• Barbary Coast
• Black Gold
• Boomanji
• Common Draw Roulette
• Dr Jekyll & Mr Hyde
• Enchanted
• Event Horizon
• Fruit Zen
• Genie's Fortune
• Gladiator
• Gold Diggers
• Gypsy Rose
• Heist
• House of Fun
• It Came From Venus
• Lost
• Lucky 7
• Mad Scientist
• Madder Scientist
• Mamma Mia
• More Gold Diggin’
• Ned and his Friends
• Once Upon A Time
• Paco and the Popping Peppers
• Pinocchio
• Puppy Love Plus
• RockStar
• Rook's Revenge
• Royal Reels
• Safari Sam
• Seventh Heaven
• Skratcherz
• SlotFather
• SugarPop
• Sushi Bar
• The Curious Machine
• The Exterminator
• The True Sheriff
• True Illusions
• Under the Bed
• Under the Sea
• Viking Age
• Virtual RaceBook
• Weekend in Vegas
• Who Spun it?

[ValDes]

 

Strange that a few days ago slots.lv pulled all of their games that I enjoy the most (fruitzen, more gold diggin etc. etc.). 

 

Here is their email broadcast (what a major loss of games): 

 

Please note that we are performing a game library update today.

 

 

 

 

We recognize several of these games include progressive jackpots that are very popular with our players, and apologize for any inconvenience this might cause. We are currently exploring several options to replace those jackpot games. Please stay tuned for further details this week.

 

 

Moving forward, the following games will no longer be available: 

 

• 2 Million BC
• A Night in Paris
• After Night Falls
• Arrival
• At The Movies
• Aztec Treasures
• Back in Time
• Barbary Coast
• Black Gold
• Boomanji
• Common Draw Roulette
• Dr Jekyll & Mr Hyde
• Enchanted
• Event Horizon
• Fruit Zen
• Genie's Fortune
• Gladiator
• Gold Diggers
• Gypsy Rose
• Heist
• House of Fun
• It Came From Venus
• Lost
• Lucky 7
• Mad Scientist
• Madder Scientist
• Mamma Mia
• More Gold Diggin’
• Ned and his Friends
• Once Upon A Time
• Paco and the Popping Peppers
• Pinocchio
• Puppy Love Plus
• RockStar
• Rook's Revenge
• Royal Reels
• Safari Sam
• Seventh Heaven
• Skratcherz
• SlotFather
• SugarPop
• Sushi Bar
• The Curious Machine
• The Exterminator
• The True Sheriff
• True Illusions
• Under the Bed
• Under the Sea
• Viking Age
• Virtual RaceBook
• Weekend in Vegas
• Who Spun it?

 

 

Strange you say? Or perhaps a logical consequence due to the accusations and subsequent warnings issued by some gambling related websites such as Casino Listings and LatestCasinoBonuses for example. 

 

https://www.casinolistings.com/news/2016/06/warning-avoid-all-betsoft-slots-and-casino-games

[globalgamer]

Strange you say? Or perhaps a logical consequence due to the accusations and subsequent warnings issued by some gambling related websites such as Casino Listings and LatestCasinoBonuses for example. 

 

https://www.casinolistings.com/news/2016/06/warning-avoid-all-betsoft-slots-and-casino-games

Wow, thanks for sharing the link. Very interesting. What is strange is that somehow I managed to win on those games LOL!! If only I could play NetEnt and DOA. Maybe someday, if I decide to move to a country that allows it. Until then, I will migrate towards Micrograming, and the many other great choices I am allowed to play. I have felt that FruitZen has gotten a lot colder lately, as well as Good Girl Bad Girl, and More Gold Diggin, but still managed to squeak by at break even or slight loss on those games. The immediate challenge is that if you remove BetSoft from the few casinos who cater to US players (example Slots.lv and Bovada) there isn't a lot left to choose from. That is a big loss for Slots.lv which is a casino I now like very much. Not sure how they will replace those lost games since their options are very limited based on their license and US focus, etc. Maybe they will come up with a good solution. Fingers crossed, I sure hope so. They are my preferred casino when I am in the US. When elsewhere, I go with the casinos who offer many additional choices (microgaming, softswiss, etc)

[globalgamer]

I just want to mention that despite how bad the return to player has been on the removed games as mentioned through the linked analysis above - I actually did pretty well on those games. Now that they are removed from slots.lv I am no longer able to experience big wins. FruitZen, More Gold Diggin', and some of the others are the games I would occasionally win 100x-150x bet. With the games that are left, I seem to get 20x bet best case scenario during free games. So overall since the departure of the games listed above, my winning has turned to loosing. Its not any easier to get free games, and when I do their payout is awful (usually on a $1 bet around $15-$20 return). Not sure if its just random luck but the trend has gone on for several weeks since this happened, and maybe 40+ free games later, I am getting convinced that without the removed games, there isn't much chance to win. They did add several new games that I really enjoy playing, but their free game payout has been consistently awful (15-20x bet), and during normal game play also nothing big happens. They have a version of a game that is somewhat like DOA, but the big wins are like $30 on a $2.50 bet (it says Mega Win at 12x bet apparently). So not sure where this is going to lead, so far it is leading me elsewhere I am sorry to say. I do like this casino now, as far as their payment processing etc. I just hope the game selection either improves or some of the removed titles come back. BitStarz still has FruitZen, etc., and it seems many others do also. Anyway, I will keep you all posted on what happens next. 

[globalgamer]

I just had another free game session with Dragons on Slots.lv (took about an hour to hit free games) and with a $1.25 bet won around $25. This has been consistent lately on this and other games with Slots.lv since the removed the many titled mentioned above. Even the games that remained and that used to pay more, all seem to pay much less.

 

That's how its been lately, just not enough. And playing their new games, just hit a BIG WIN on DEMI GODS which was a $10 payout with a $1.25 bet and a MEGA-BIG win which is $22.50. Also hit what appeared to be a fairly big win during regular game play on DEMI GODS and won around $19 (screen print attached - this was also called a MEGA BIG WIN). Very hard to get ahead when a mega big win is 20x bet. Not sure why the payouts seem so low lately. PLEASE SOMEONE prove me wrong, tell me you have won more since they rolled out the new games and took away my favorites at this casino (fruit zen and more gold diggin). Would love to hear of a 100x win from someone especially on their new game line up (DEMI GODS, Lucky Charms, etc.). I would like to know if its just bad luck for me, or if these new line up of games as well as the old ones still remaining have hope to pay big still. 

 

I used to win $40-$200+ on free games on Dragons with a $1.25 bet, and on Bulletproof Babes on a $1.25 bet free games would average $40-$175. 

 

Now they seem harder to get free games (on all games I play there), and when I finally hit them...the wins just aren't big enough to make it work as it should (some degree of hope to come out ahead). I have played so many of the same games and all seem lower now (5 reel circus, Caesars Empire, etc. etc.).

 

Are we sure they didn't pull the betsoft games since they were paying out too much? I was doing very well with them. Do games like Dragons and Bulletproof babes allow the casino to set free game payout limits? How about the new games like Demi Gods and Lucky Charms? Curious if this was a move to maximize profits/limit losses or if it was truly a move in players interests? My experience is that after the recent changes (removal of BetSoft games) the payout across the board has been SO MUCH WORSE. 

 

If someone has done well there in the last few weeks please let me know which game and what return (x50 etc.). Thank you!

[cocopop3011]

Just remember Globalgamer that good luck can't last forever. If you've been doing really well on these games for some time its only natural that you'll go through a dry spell eventually.