Ignition Casino - Player’s complaining about progressive payout being denied.

They say that these hands don't win the progressive payout because I didn't use two cards from my hand. 

First of all that is NOT posted on their games in the sidebar like their support tried to tell me, then he sent me a link where no such rule is posted. 
 

Here is a copy of part of the transcript it was about an hour and it was totally useless. No one should ever use this place: 

_________

 

• 00:29:56JesuahThanks for your patience, please stay with me for 2-3 more minutes while I work in your case.
  
   
•  
• 00:32:45JesuahThanks for holding, I'm still waiting for the answer of your case, please stay with me for 3 more minutes and as soon as they answer me I will let you know.
  
   
•  
• 00:32:54Jessicaokay thank you
   
•  
• 00:35:39JesuahSorry for the delay, I'm still waiting for the answer,  please stay with me for 3 more minutes and as soon as they answer me I will let you know.
  
   
•  
• 00:40:37JesuahThanks for your patience, please stay with me for 3 more minutes while I get an answer for you.
  
   
•  
• 00:41:01Jessicaokay
   
•  
• 00:45:14JesuahThanks for your patience, please stay with me for 3 more minutes while I work in your case.
  
   
•  
• 00:47:41JesuahAt this time I see that the Full house that you explain me if you take a look on the screenshot the dealer have also a full house, however is with a Pair of 10 that is why you loss. 
  
   
•  
• 00:48:21Jessicaokay, but does that affect the bonus too?
   
•  
• 00:48:39JesuahI see in the system that you got paid for the 4 of Kind of 2, you won $10.
  
   
•  
• 00:48:49JessicaBut I didn't get the $500
   
•  
• 00:49:18JesuahThat help you with the bonus with the points, however, you will need to make sure that you get the enough points to claim the bonus. 
  
   
•  
• 00:49:59JessicaWhat do you mean? I paid $1 for the progressive bonus
   
•  
• 00:50:17Jessicaprogressive payout I mean, I used the wrong term
   
•  
• 00:52:29JesuahCorrect, however, I recommend you to take a look in our Wagering progress in the terms and condition, https://www.ignitioncasino.eu/bonus-terms-and-conditions
  
   
•  
• 00:52:53JesuahIn here you can find how much this type of games contribute to your rollover requirements. 
  
   
•  
• 00:53:07Jessicathis makes no sense at all.
   
•  
• 00:53:44Jessicait's not a bonus, it's a side bet and it's a progressive payout.
   
•  
• 00:54:47JessicaI'm not talking about a bonus, I'm talking about a bet where I should have been paid $500 and another bet where I should ahve been paid $75.
   
• 
   

Dear Jessica,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, please could you confirm that you have placed a bet on progressive real game? I’m sorry for asking this, but on the screenshot that you have provided, there is written "practice play". I just want to make sure, that I understood the whole situation fully. Thank you very much in advance for your reply.

Best regards,

Petronela

Yes. They paid me on that. Practice play is on every screen - I think you click there to change it to practice? 
 

ive played IC for years and never had a problem like this before. 

Dear Jessica,

Thank you very much for your quick reply. I contacted the casino regarding your unpaid winnings from progressive play. Hopefully, we will receive a response soon and sort this case to your satisfaction.

@Ignition Casino, thank you in advance for your reply. 

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’.

I have found another contact for the casino. I’m extending the timer for 24 hours and hope for a reply. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.