Ignition Casino - Player’s complaining about overall casino experience.

Hello

I would like to make a complaint about Ignition Casino's business practices. Since joining Ignition casino in December of 2021, I have enjoyed playing the games on their site, however, I would like to make a complaint about their customer service and their business practice.

First, I would like to share my experience with Ignition Casino and why I contact customer support (Chat). Typically, I will engage chat support with disconnection issues with their Jackpot Sit & Go game.

Typically, Ignition Casino will refund when there is a disconnection on their log. However, when there is more than one game, a maximum of 4 games is based on their policy. Multiple times, I wasn't refunded for the other games that did not show disconnection on their log but it was disconnected. the four games were being played at the same time on the same web browser, if one game is disconnected, typically, you will have to reset for all the games, not just one. Their response to the issue comes back as the player device issue and IC will share troubleshooting instructions. This makes sense if one, but the issue is constant. If you check the ignition forum, the issue is well known in the community. Since December 2021, I have over 30 to 40 customer service tickets for the same exact issue. The refund for the disconnected game should be a minimum as a resolution. However, Ignition will not take accountability for its faulty system. The issue does not only affect one game or four games, it messes up your momentum & mindset disrupting the way you play the game. In my opinion, if you have a customer with 40+ service tickets with the same issue, they will try to fix the issue concerning customer complaints. However, even today, they are asking me to troubleshoot my system, when there is clear proof that the issue is with them. The most recent issue was on a tournament, IG recommended I follow troubleshoot my system when an entire tournament was canceled.

My most recent complaint was with the "random gift" program. In context, the gifted program was introduced when ignition ended its cashback program. Initially, when I joined, I thought it was their cashback program, however, I am told it's nothing more than a random gift. However, this gift works just like the cashback program, however, there is no information about the requirement or qualifications for the gifts, not even their customer service. There is no transparency and the customers cannot defend themselves like the cashback program when it had clear requirements.

Given the fact information was not available to customers, there were more and more questions about the "gifts" on the ignition forum. Some people were getting them some did not. Rather than sharing the information on the requirement, they decides to send a company-wide email to their customers that the gifts were ending to improve customers' experience without any notice. Customer commitment has a 7-day notice period. Ignition's response was that 7 days was not required or fulfilling any gifting since it was not an official program, but it was a random gift, so they were not obligated to send the notice. After 7 days of the message on no more gifts, ignition sends another message, however, this message was introducing a new and improved reward program starting 7 days from the message. Why separately, if you are ending the old program and starting new? In my opinion, they decided not to reward existing rewards and to end them.

In my opinion, they ended the measurable program and replace it with a nonmeasurable program to reduce the obligation to their customers. This is fine, however, it's the way they did it. Why the secrecy? I believe bad intent and foul play were involved since it only benefits ignition, not their customers.

I was averaging $300 worth of points. To make things right, I believe it is fair to pay for what was available to the customers. Since ignition has declined to address the issues with me I am making the claim here and other sites for help.

Timeline:

8/2021

Cashback was canceled (Reason, complexity, and a new one was being worked on to simply the program) ->

Date unknown, I was receiving since I joined on 12/2021:

Gifts started to come like the cashback program -> Customers started to ask about requirements (complaints about not receiving them etc) ->

6/15/2022 Ends a none existing program on 6/15/22 without any notice ->

6/22 Introduces a new reward program starting 6/29

Dear Seoulja,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

In regard to promotional offers, please understand that casinos are not obligated to reward their players with bonuses and bonus privilege can be limited or revoked at any time without further notice.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

You can close this claim as not solved. Your policy allows for you to change the terms at any given time, so what's the point. All you're going to do is throw the terms to your customers.

We’ve rejected this complaint as per the player’s explicit request. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.