I was hoping the same thing but that's just clearly not the case. I started my SBR formal complaint a week ago and have not heard one word from them. Bovada is being absolutely ridiculous with the worst customer service I have ever seen. I thought I was actually making some progress when they sent me this email.
Hi,
Thanks for contacting Bovada Financial Services.
Sorry to hear that you do not have a passport that you are able to provide.
We understand it may be frustrating to be asked to send in documents after already having done so, however we were unable to verify the driver's licence you originally submitted.
The verification Team has been informed that you will be unable to provide a passport and they will be reaching out to you as quickly as possible to discuss alternatives.
We thank you for your continued patience and will be working hard to get an update for you as quickly as possible.
Should you have any questions or require further assistance, please let us know.
Regards,
Bovada Financial Services
financialservices@bovada.lv
Since then the reached out but DID NOT provide any alternatives. Here is the next email
Hi,
Thanks for your reply. Hope you are safe and well during the pandemic.
We understand your concern regarding your account and funds. Rest assured your funds are absolutely safe in your account.
For us to complete your verification, we kindly ask that you resend the requested document(s) as we were unable to validate your driver's license:
- A copy of your government-issued Photo ID (such as a passport or any other Government issued Photo ID )
We will be able to provide further assistance, once we receive this.
Should you have any questions or require further assistance, please let us know.
Regards,
Bovada Financial Services
financialservices@bovada.lv
I thought this was a good sign especially since they talk about how my funds are safe and do not mention any rule violations. Simply, a verification issue which they understand I do not have a passport so they are willing to discuss alternatives. I sent in many pics of my drivers license along with postmarked mail that was undeniably legit and easily verifiable. Now, after waiting another 2.5 days I receive th
e following as the most recent email.
Hi,
Thanks for contacting Bovada Financial Services.
In order to update it, we would require a government-issued photo ID (such as a passport). Please submit this information in JPEG or PDF format to verification@bovada.lv.
It’ll take approximately 24 hours for us to review what you've sent. You’ll then be notified via your account messages as well as the email address we have on file.
Should you have any questions or require further assistance, please let us know.
Regards,
Bovada Financial Services
financialservices@bovada.lv
As you can see, they are clearly not understanding at all to me not having a passport readily available. In fact, it actually seems like they are taking advantage of the fact that I do not have a passport readily available. Since bovada only responds to emails once every 3 days this has taken over week for us to be right back were we started. Not to mention, SBR has not even acknowledged my complaint.