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

I finally won fair and square with the casino , me and my family go to casinos for fun in e every two weeks ! They closed all our account claiming it was unusuall behavior … they claimed we used the same internet so they disabled my account! We were in the same house ay sign up if there account but not everyday the funny thing is I finally won and then they disabled my account ! My family sent them verfication even my security camera ! Just to show we was together that night! Now no response! They promised me within 24-48 hours

Dear Shelley,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if your winnings were accumulated with or without an active bonus? Was your account fully verified in the past? Have you withdrawn any funds from this casino previously?

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 

Yes it was with a refer a friend bonus and my wifi is currently down I connect to multiple Wi-Fi’s in order to get better speed they promise some one would redoing in 48 hours no one has reached an answer since Friday feb 25 ! Now they will not talk to me because they know that it’s false !! I even asked them to call and verify these people they accused of this

Dear Shelley,

Could you please advise if your account was successfully verified in the past?

Yes !! Every account is verified before you can even claim the bonus!! Then one rep told me my internet was the same !! Are family is close if they come over and connect they let it … I sent in photos from my survelliance video that same day to ! They refuse to call me!! They only wanted to email they told me 24-48 hours it well over that ! They only seem to noctice this WHEN I WON MY WININNGS THEN ITS INVESTIGATE !! They not knly

embarrass

me

i geel offended !!

Thanks again

Could you please forward any relevant communication along with a screenshot of your casino account that would confirm that your account has been successfully verified in the past? My email address is petronela.k@casino.guru. Do I understand correctly that your winnings have been accumulated from a free bonus (Refer a Friend) purely?

Thank you very much.

Yes … I made deposit before in the past .., I also explained to them that my wife was off and we all hot spot sometimes ! But me and my family are close ! We always go to casinos .. I sent hem my I’d my boy friend Micheal who spends the night from time had explained when we ate and how out ip got confused ! My mother is new to bitcoin I met up with her to help her ! They refuse to respond or listen !! To say it’s me ! I have not won anything !!! But the moment I win you claim I am being fraudulent !! I nev donated anymore then $20 bucks !! I don’t need a bonus to win honestly ! I am also a winner at BOVADA AND HAD SEVERAL WITHDRAWLS with them and referrals !! No issue but they decide I am a fraud when I request my winnings for $ 700 and I win 3,000 from BOVADA and I am still a customer with them to this day

Now I'm super confused.

Could you please specify who submitted this complaint and is replying?

It’s me Shelley submitting the complaint ! These are screen shots of emails sent from the emails of the people that they Also claim were frauds are not real … I sent them screeen shots of me and my sister and her Facebook to show who she was … my mother was calling me while I was emailing the casino !!! She wa Ted to know what was going on!!! My sister sabrina sent me screen shots stating that were canceling her ! The point was that these accounts were REAL accounts not linked to ME!! one photo was survalliance of my home! My father who signed up that day … which gave me the bonus .. was At my home working on my car!!! That was to prove that he was near me that night he signed up !!!

I got confused since you stated in your previous reply: "I also explained to them that my wife was off and we all hot spot sometimes !"

Could you please forward a confirmation about successful account verification to petronela.k@casino.guru?

That was a misspell I meant Wi-Fi … it was off I had to connect to different ones and have people hotspot me

Here are cable messages stating my services was off .. spectrum was supplying my service at that time and it was disconnected

Dear Shelley,

Is this the bonus that you refer to?

"The Tell A Friend bonus is intended to reward existing players for introducing "NEW" customers to Ignitioncasino.eu and as such, any abuse of the referral program will not be tolerated. Examples include but are not limited to:

Opening an account solely for the purpose of obtaining a referral bonus.

The usage of VoIPs, a VPN, proxy or similar service that masks or manipulates the identification of your real location.

If we are unable to validate each players’ individuality or if the new referred accounts are not considered genuine.

The referring player or referred friend are considered bonus abusers.

Ignitioncasino.eu reserves the right to restrict eligibility for Tell A Friend bonuses, forfeit winnings, or carry out further sanctions on an account If it is found to be in violation of any of the herein mentioned terms."

As requested earlier, please forward confirmation of your successful account verification to petronela.k@casino.guru.

Dear Shelley,

From the forwarded screenshots I'm unable to confirm that your account has been verified in the past. Please understand that your winnings might have been cancelled due to the below-mentioned rules:

"Opening an account solely for the purpose of obtaining a referral bonus.

If we are unable to validate each players’ individuality or if the new referred accounts are not considered genuine."

Can you give me an example of what qualifies as my account being verified ???? I sent screen shots of emails , I received free spins I’m not sure what you r asking me to send they verify my phone number I do not have record of it … I can not access my account anymore to show you transactions ! I was not with them that long ! But I am still a customer with other sites that they work with ! I have made several withdrawals with them I made referrals no issues ! Using the same people they are claiming does not exist !!!! My mother just had her first win last weekend ! With a a casino in their network ! They would of told her the same thing … this is the only casino that decides when I win I am stealing … they are using this as a "

cop out not to pay !" I read in forums that this casino if good fro it when they do not want to pay nice payouts ! Their own customer service rep said this happens all the time … they said when people sign up they are often near each other ! My father was near me that day !!! He lost I won !! If it was me I should have the skills to win ! I never won on their site before that day !!! What do you all need as proof my account being verified ?

Dear Shelley,

Have you sent any personal documents to verify your account in the past? Have you completed the KYC verification?

KYC verification (known as Know Your Client), is the process whereby a business verifies the identity of its clients and assesses their suitability, along with the potential risks of illegal intentions towards the business relationship. The term can also refer to the bank regulations and anti-money laundering regulations that govern these activities. This is a standard procedure in a vast majority of casinos.

No .. most sisters sites don’t only ask you to respond to text messages .. I TOOK IT UPON MYSELF to send them mines .. and my family sent theirs from there own email and Ip

I understand, Shelley. It is a very complicated case. Please try to understand the casino's point of view too. If your account has never been verified in the past it looks plausible that other accounts have been created for the purpose of obtaining a referral bonus.

If your winnings were accumulated without any active bonus and your account was verified previously we would try to help you, unfortunately, under these conditions it seems to be an impossible task.

Could you please advise if you had to deposit any funds into your account in order to activate the "Tell A Friend bonus"? For how long, prior to activating this specific bonus, was your account active?

Dear Shelley,

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.

Have no way of proven I am FULLY VERIED !! I won off of my father refer a friend !! But I had made numerous deposit before under my name!! I never won ! Now when I win they claimed I was fraud !!! I sent my id , I sent proof of address what else could I do ??? They never asked for it

If your account has been fully verified in the past and you placed real money deposits previously we will try to help you. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Ignition Casino to ignore us in our attempts to mediate any kind of issue. Regardless of a few unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Shelley.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Shelley.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru