Complaints and Dispute Resolution

Most player issues we see are about a single payout or a bonus rule, and most of them are sorted within one shift. The path below is for the rare case where the first chat does not resolve it. Read the four steps in order — skipping the operator stage and going straight to an external body usually slows things down rather than speeding them up.

Step 1 — Live Chat or Email Support

Open Live Chat from any page and ask for a ticket number; written replies travel faster than long voice calls when documents are involved. If chat is closed or the issue is sensitive (account locked, large wire pending), email [email protected] with the ticket number, your account ID and a short timeline of what happened. Expect a written reply inside 24 hours; complex cases may need a follow-up after our compliance team reviews the file.

Step 2 — Formal Complaint to Compliance

If Step 1 did not resolve it within 5 working days, send a written complaint to [email protected]. Include your account ID, the original ticket number, what you expected to happen, what actually happened, and any screenshots or transaction IDs. Compliance acknowledges within 2 working days and delivers a written decision within 10 working days. The decision will name the rule or term the outcome relies on, so you can decide whether to escalate further.

Step 3 — Independent ADR (eCOGRA)

If the Step 2 decision does not resolve it, you can take the case to our independent Alternative Dispute Resolution provider, eCOGRA. Submit the original ticket, our Step 2 decision and your reasons for disagreeing. eCOGRA is free for the player and binding on the casino. Typical turnaround is 30 days, sometimes longer when the case needs game-log review.

Step 4 — Licensor Review

If you remain unsatisfied with the ADR outcome, you can ask the licensor to review. Bovada is licensed by the Government of Curacao and the Kahnawake Gaming Commission. Complaints to the Government of Curacao go through the master licence holder's complaints inbox; complaints involving Kahnawake matters go to the Kahnawake Gaming Commission. The licensor can ask for our full case file and issue corrective instructions; this is the final step in the chain.

Timeframes At A Glance

Step 1 — written reply within 24 hours. Step 2 — acknowledgement 2 working days, decision 10 working days. Step 3 — eCOGRA, typical 30 days. Step 4 — licensor review, no fixed window but usually within 60 days. Keep ticket numbers and timestamps; missing them is the most common reason a case stalls.

18+. Please gamble responsibly. Set deposit, loss and session limits, take a time-out, or self-exclude via the operator's tools. Free, confidential help: ncpgambling.org, 1-800-GAMBLER or the National Problem Gambling Helpline on 1-800-522-4700. Licensed by the Government of Curacao and the Kahnawake Gaming Commission.