Ignition Casino - Player has been accused of opening multiple accounts.

I opened a new player account with Ignition because my boyfriend wanted to play slots with me. I played for about a week, then Ignition disabled my account and my boyfriend's account.

When I contacted them, they said it was found to be multi-account abuse, even though I clarified that my boyfriend and I are individual people and are not one household, neither tax dependent on each other or married. They refuse to re-consider the case. I only want my deposit back, and am willing to forfeit any winnings over my deposited amount.

Dear Lotus, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:

"3.2. You are permitted to open only one Account. Only one account is allowed per household. Multiple accounts held by the same individual are subject to immediate closure and at our sole discretion we reserve the right to consider any balance in duplicate accounts forfeit. Furthermore you shall not permit another person to access the Website or Software via your Account without the express written permission of Ignitioncasino.eu."

Could you please advise whether you passed the verification? Have you accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Looking forward to hearing from you.

Best regards, 

Kristina

Dear Lotus,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.