Ignition Casino - Player's account disabled, awaiting investigation.

I got an email one day out of the blue saying my account was disabled and they needed three photos from me to assist in the investigation into my account: ID, selfie with ID next to my face and address verification

I sent in all three a week ago. I’ve received correspondence from them but it’s all the generic ‘we don’t have any updates right now, we’ll email you when the investigation is complete’

Dear LG0414,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

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

Hey Petronela. Thanks for the reply!

I opened my account about a month before they disabled it. I haven’t completed account verification. I think that’s part of what the investigation is doing

I’ve been playing poker and their virtual sports betting. I do have an active bonus

Hey do you need anything else from me? Can you update me on what happens from here? Thanks!

Thank you very much, LG0414, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello there,

Thank you LG0414 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ignition Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

We would like to ask the casino to reply to this complaint. 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 may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=ignitioncasino.eu) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter