Ignition Casino - Player is struggling to redeem a check from the casino.

I did a withdrawal from a winning hand and indeed received my check for $300. However, my bank returned the check saying "unable to process". I went to the bank, spoke to manager and they said Ignition's bank (Bank of Nova Scotia in Quebec) sent the reason they would not accept as "determined the payment of check as a risk and decline to accept ". WTH? I have spoken to Ignition's customer service twice now and they refuse to acknowledge the issue telling me to "just deposit via ATM so it doesn't go through scanning process". I advised them I wanted the funds in a different way and they said it will cost $40 to put a stop payment on the check and there will be a fee to wire the funds. How on earth can their own bank be calling them a risk? I used no bonuses or anything, deposited my own funds via cc. I won this $$ and they need to pay in a way that I can get the funds. They are doing nothing to make this right. Plus, I still have a $57 balance that I have no way to get my funds. Why can't they send via PayPal or Venmo? Why can't they just do a wire to my acct and I'll mail them their check so they can avoid rather than place a stop payment? I will appreciate any help you can give to get me my $357. TIA

Dear W,

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. Have you received any payments previously from this casino? Have you tried to communicate this issue with the casino or visit another bank to redeem the check?

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

Dear W.,

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.

HI! Thanks for looking into this. No, this is my first withdrawl. And yes, I have spoken to Customer Serv twice. I have told them I cannot get my funds because THEIR bank keeps returning the check as unpaid. This is not an issue with my bank. They have tried to send it twice. Both times, The Bank of Nova Scotia is returning it with a message about them not accepting due to "high risk". I need Ignition to not only send me my $300 but my $57 balance via EFT directly into my account, a deposit into my PayPal account, etc. Thank you!

Thank you very much, W., for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, W.,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Ignition Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Ignition Casino team, could you please explain to us in more detail why it is not possible for your bank to completely process the player's withdrawal and what steps the player should take in order to be successfully paid?

Thank you in advance for providing the information.

Thank you Branislav. Anything you can do for me to get my funds will be greatly appreciated.

I will try to do my best, but unfortunately, it seems to be a common practice for this casino they do not cooperate in resolving the complaints with us at all. Despite this fact, I still sincerely hope that we can resolve your issue.

Dear W.,

I am in contact with Ignition Casino via email, but I have got only the same information as you mentioned above. I sincerely hope the casino will provide us with an explanation and proposal for a resolution directly in this thread.

The casino was probably experiencing a technical issue with accessing this thread.

After checking your screenshots I noticed that the last one contains the information from the casino and it begins with "Please try this:", but you did not provide us with the rest of the email. Can you additionally share the rest of the email with us, please? It is possible to do it by sending an email to branislav.b@casino.guru or by sending it directly with your reply to this complaint.

HI! I will look to find the rest of the conversation but the only thing they have suggested I try is to redeposit again with a larger bank (which I explained to them you can't make a deposit to a bank in which you have no account, nor cash it) and to deposit via the ATM so it will avoid the scanner (which I explained to them that everything goes through the scanner these days because that's how it goes through the Federal Reserve). So, none of their suggestions were viable ones. I have tried to deposit twice and both times its been returned.

Hello, W.,

Do you see a possibility of opening a bank account with another/larger bank? 

Please note, that the variety and accessibility of payment methods are not managed by the casino exclusively and the casino probably cannot influence the fee charged for "Stop payment" if it is charged by the payment provider or a bank.

No. LOL! This is the casino's problem. Why should I have to open another account or pay any kind of a fee. This is THEIR bank that is refusing to cash the check because it has been found as a RISK. How can any business actually do business if their bank finds them a high risk? They need to make this right by 1) sending another check that is drawn off of a bank that does not see them as a risk, 2) send the funds electronically (w no fee to me), or 3) send to my PayPal acct. For their customer service to keep saying the same options over and over, of which they have been told are not options, is proof that they have no intention of settling this matter. So, its clear why their own bank sees them as a high risk. That account is probably even closed down by now. Have you ever heard of anyone in the US being able to take legal action against one of these establishments? Oh, btw, I will be unable to reply to any email/messages beginning Mon, Feb 14-th through Sat, Feb, 19th. Thank you!

I am still working with my bank for them to send me the transcription of the message that Bank of Nova Scotia sent them as to why the check could not be accepted. A month ago, this is what Ignition told me via email and that is when I started speaking to a person at my own bank to see if I can get the information.

On 01/14/2022 2:34 AM service@ignitioncasino.eu wrote:

Hi Wendi,

Thanks for contacting Ignition Casino Customer Service.

We're sorry about the issues with your check. What we can offer is a Stop Payment to return the funds to your

Bovada account. Placing a stop payment on your check may include a $40 fee.

We won't issue another check as it may result in the same issues.

If you want to proceed with the Stop Payment, reply to this email with pictures of both sides of the

check with the word VOIDED or a letter of the bank with the reject reason and we will process your

request. We can discuss other withdrawal options you may use once the funds are returned to your

Bovada account.

So they totally know this is an issue and obviously have encountered it before. I'm hoping once I can submit to them eveidence of this being their bank's issue, perhaps they will be open to another way of sending the funds.

Thanks again for your help!

Dear Ignition Casino team, could you please explain to us in more detail why it is not possible for your bank to completely process the player's withdrawal via check and what steps the player should take in order to be successfully paid off? We do not understand, why the player should pay a fee for "stop payment" if the player acted within the rules of the casino.

Thank you in advance for providing the information.

Greetings all,

Unfortunately, the casino stopped responding outside this open thread and cooperate with resolving the issue. Although we were provided only with the same info as the player already received from the casino before, now I am sending a reminder to the casino via a separate email, too.

We would like to ask Ignition Casino Team to reply to this complaint, especially to my previous post and questions. 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’, which will have a negative impact on the casino's rating.

Well, we tried. I do appreciate it!

Dear W.,

I received a reply from the casino via email and I was advised to contact the casino's live chat. Unfortunately, live chat cannot provide me with any information regarding your account. Live chat representative recommends you contact the casino via email (service@ignitioncasino.eu).

Ok, will do. Thank you.

Dear W.,

Regarding our email communication outside this open thread, have you already got an official bank's statement of refusing to cash the check by the sender's/casino's bank? It could help us in moving forward a lot.

Dear W.,

Have you made any progress with your problem? Have you already got the official bank's statement? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

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

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the information we were provided by the player, the complaint has been reopened.

Dear W.,

According to the last casino's email, the casino is currently not able to process the "stop payment" without a fee. I replied to the email a while ago.

Do you have any news regarding your issue outside this complaint and email communication (where I am in copy)?

HI! Yes, I saw your reply and I replied to the casino as well. I took their last reply to mean that they would indeed waive the fee. This is so ridiculous when all they have to do is VOID the check. I even decided to accept the funds another way by opening a Bitcoin account. I'm looking into finding a lawyer. Do you happen to know of anyone who does international law and would handle something like this?

Hello, W.,

Unfortunately, we do not have a contact you are looking for.

Based on all facts and information, I recommend you to follow the casino's instructions and allow the casino to process the "stop payment", despite the fee being included. I explained to you the possible options in my last email.

I would like you to cooperate in resolving the issue, otherwise, we will be stuck at the same point again. Your patience and cooperation are highly appreciated.

We are looking forward to hearing from you.

Dear W.,

Is there any progress on your issue? Could you please provide us with an update?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

No, I'm afraid no update. I was hoping the company I found that is the issuer of the check would have replied to my email inquiry but, they did not. So, I guess I will just eat the fee so I can at least get some of my funds. Thank you for your assistance all this time. I do appreciate it.

Thank you, W., for your reply. I understand your frustration and I am sorry to hear about the complications.

However, there is currently no relevant status of this complaint.

Could you please let me know once you accept the "stop payment" option and the casino processes it?

I will extend the timer and wait until your update.

Based on the email communication, I am extending the timer by another 7 days.

Once you have created an e-wallet for receiving your funds using the Bitcoin payment method, please let us know about any progress via email or directly here. I will keep the complaint open until an update or confirmation of a successful withdrawal.

We are looking forward to hearing from you soon.

Dear W.,

Is there any progress on your issue? Was your problem already resolved?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

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

Best regards,

Branislav, Casino.Guru