Ignition Casino - Player’s account has been disabled.

Way back in April I deposited about $1300 of Bitcoin, played for a few hours, won $1200, and tried to cash out. I was prevented and told there was a security issue. I then submitted all the verification they required and still my account was disabled and I could not cash out.

For five months I have been demanding my money and they have done nothing but give me the runaround. They provided an "accounting department" number, but no one answers no matter what time of day or night I call.

If I do a live chat, similar result. They always say I need to talk to an "investigator," but they literally make it impossible to reach one, if they even exist.

Clearly they are very shady, but I will not give up until they release my money.

Can you help?

Thanks.

Dear David

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. Was your account fully verified previously? Could you please advise if you accumulated your winnings with or without an active bonus and clarify if you’ve received any withdrawals in the past?

Do I understand correctly that your account has been blocked for five months?

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

It was the very first time I played on Ignition, so there was no active bonus and I had never cashed out before. I only played the one time and, despite winning, did not really like their poker interface.

Almost immediately after I tried to cash out, they blocked my account. I then provided all the verification documents they asked for, but now, five months later, my account is still blocked and they won't give me my money.

i just replied above.

Thank you very much, David, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 David,

I looked at your complaint and will do my best to help you. I would like to invite Ignition Casino into this conversation. Casino, can you please specify why did you block the player’s account?

We would like to ask the Ignition 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’.

That's all you do? I thought you had some sort of sway or inside connections with the casino. They aren't going to reply to this.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.