Ignition Casino - Hráčův účet byl zablokován.

I have been playing on Ignition for almost 2 years, just for fun, nothing major, but turned $100 into ~$1450. I have never tried to withdraw.

On April 25th, I received a random notification from Ignition that "Your identity must be confirmed in order to fulfill our account verification requirements." Later that night, I did this.

Later that night, I received a notice from Ignition stating "Thank you for submitting your documentation; the requested information is now verified."

On April 26th, I tried to log into my Ignition account, and got the notice that it had "been disabled. Please contact customer service". I immediately did so, and as of May 6, 11 days later, I have heard absolutely nothing.

Since I can't log onto my account, I can't access live customer service and so am just emailing the general mailbox, getting random agents, which keep sending me cut & paste replies which aren't helpful, or tell me that my account is under investigation, but can't give me any other information. At this point, it's pretty ridiculous that my account could be under investigation for 12 days and nobody can tell me why or can provide me any information. The first day, I was told via email that I'd have more information in 24-48 hours, yet that was not true. Feels like my account was hacked.

Please help?

Dear r101020,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you accumulated your winnings with or without an active bonus and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi - I did finally get a missed call and email from Ignition after 12 days, so for now, I think I will try and communicate directly with them, but I will re-open this if I don't hear back from them.

I had accumulated on poker, and had no outstanding bonuses, and had completed the account validation successfully (or at least that's what the email confirmation had said).

Thank you!

Thank you very much, r101020, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed. 

Hello r101020,

Have there been any developments since our last conversation, please? 

Hi - still working through it - I am currently on vacation out of the country, so can't validate what is required at this time for them!

Hello r101020,

Have there been any developments since our last conversation, please?

Still working on it - it should be resolved in 2-3 weeks!

OK. I will check back with you in three weeks.

Hello r101020,

Have there been any developments since our last conversation, please?

Hi - thank you - this case has been resolved and can be closed, Ignition responded to my request and everything was sorted out. Thanks!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, r101020, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru