Ignition Casino - Closure of player's casino account.

I had opened account at ignition casino and deposited about $600. Over 2 days I grew the balance to over $1700. I only played poker and did not have any bonus. I had a pending $650 withdraw through bitcoin and the reminder over $1000 in my account when my account was disabled. I have emailed them several times and they promised me a call back which never happened. It’s been 48 hours since promised call back. The message I got from them was this:

"Hello,

After a full review of your account activity, the decision has been made to terminate our business relationship with you. As such, your account will remain permanently disabled.

Please withdraw your remaining cash balance and refrain from creating additional accounts. 

Any additional accounts created or accessed by yourself will also be disabled and the associated balance voided.

This decision was made with careful consideration of the evidence and is final.

Regards,

Security Team"

I have self excluded myself from Bovada so I’m not sure if that’s why my account was closed. But they let me open an account and deposit. I just want my money that is owed to me from my winnings. It’s impossible to get any answers and when I call no one is available.

Hello TessaLisiecka,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ignition Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly?When did you self-exclude yourself in Bovada Casino? When was the last time you spoke to the casino and what was it about?

Please note that as the casinos are related and may have cross platform self-exclusion, the casino acted according to their terms and condition and you are eligible only for the refund of your deposits.

Looking forward to your answer.

Regards,

Nick

I’ve emailed the casino several times since my account was closed. They told me someone would call me but no one has called and they can’t provide a time for a call either. My account hasn’t been verified yet as it was only opened 2 days before it was closed. My self exclusion from Bovada was earlier this month.

this was their last response:

"We appreciate you contacting us regarding this matter, after reviewing we see  that our Security Team has opted to close your account as a result of an Investigation that got our attention in which we are ending business with you due to a breach in our terms of service.

It appears you've already contacted us with the same inquiry and we were able to provide assistance over the phone.

If you require further support, reply here or give us a call and we’ll gladly address your concern(s).

We're available to help 24/7 if you need anything else.

Thanks,

The issue is that it’s impossible to contact anyone and it’s generic email customer service and they haven’t addressed my concern over the phone ever. I can forward you the entire email chain so you can see it. One time they asked when I would be available for a call. I let them know an 5 hour period. Then the next time they said the issue was already resolved over the phone. Basically getting the complete run around.

Hello TessaLisiecka,

Please forward the mentioned communication to nikolas.b@casino.guru.

Dear TessaLisiecka,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.