Ignition Casino - Player's account with winnings locked due to duplication.

I am writing to seek your assistance regarding an issue I am facing with my account on Ignition Casino. Recently, I discovered that I unintentionally violated their Terms and Conditions by creating a duplicate account. The specific policy states that "each player is only allowed to have one (1) account registered with our site." This violation was entirely accidental, and I had no intention of contravening their rules.

As a loyal customer who enjoys the platform, I deeply regret this mistake. I have a significant amount of money, $1100, in my duplicate account that has been locked, and I am very concerned about potentially losing these funds, including my initial deposit. I have reached out to Ignition Casino's support team to explain the situation and to request the deletion of the other account with no funds while keeping the duplicate one which is the one I primarily use.

I am now seeking your expertise to help me navigate this situation and to understand my options for recovering my funds. Could you please advise me on the best course of action to resolve this matter favorably?

Hello V1S1ON,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ignition Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? When did you create your first and when your second account? Did you have any deposits and bonuses on your first account as well? When was the last time you spoke to the casino and what was it about?

Please note that creating multiple accounts is a violation in every single online casino and they have right to confiscate any balance and block any accounts.

Looking forward to your answer.

Regards,

Nick

My account was verified via my phone number which allowed me to deposit funds, I had yet to do any ID verification until I attempted to withdraw money. I created my first account approximately 6 months ago, my second account was created 2 days ago. I had deposited money into my first account and had a bonus running, that account has been inactive for about a month. The second account had no bonus. I spoke to the casino yesterday regarding this issue, the support team said they are unable to assist or tell me if my funds are safe due to the Investigations team being a separate department. I specifically spoke about recovering my funds, myself being completely unaware this was a violation and requesting to lock down the first account I created and keep the second one along with the funds. Unfortunately, I don't believe the investigations team received this information.

The Investigation team got back to me with the following "As a result, we have returned your deposit & remaining balance seized. Discovery of any accounts created and/or accessed by yourself will result in immediate termination of your account and any associated balance voided. This decision was made with careful consideration given all the evidence brought forth and judge this decision to be final." They have refunded my initial deposit of $300 back to my card and voided my $800 in winnings.

Hello V1S1ON,

The casino did everything correctly according to your description. Any winnings on a multiple accounts should be voided and the account should be blocked forever.

Is there anything else we could assist you with?

Dear V1S1ON,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.