The player from the US claimed he had opened his account with a referral from a friend during a visit. After losing his initial $1,000 deposit, he had made another deposit and won $10,000. However, upon withdrawing, the casino had closed his account and seized the funds citing a breach of the “refer a friend program". He suspected the issue had arisen from using his friend's iPad to gamble. The player had provided his driver's license and utility bill to verify his identity. We had explained to the player that using someone else's device could complicate account verification and advised him to use his own device and account in the future. Despite our efforts, we were unable to assist the player in recovering his winnings. The casino had refunded his deposit and we considered the matter settled.
Ignition Casino - Player's winnings confiscated due to “refer a friend program" breach.
Amount: $9,000
Ignition Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
I opened my account when I was visiting a friend for a few weeks around the holidays. This friend was a current customer and made the referral to me to start my account and he would get a referral bonus for me signing up. I submitted my first $1000 BTC deposit with a welcome bonus to which I had no luck and lost all my funds including that bonus. I made another deposit for $1000 BTC with a deposit match. I achieved the required rollover amount a few days later and at that time my balance had grown to $10,000. When I submitted a BTC withdrawal for $9,500 the casino quickly disabled my account. After multiple attempts to resolve with customer service I was informed that due to a breach of the "refer a friend program" my account would continue to be permanently disabled and my funds were seized. All of this because my friend got a $100 bonus that he didn’t even care about but it was a legitimate referral. I believe the main issue was caused because I used his IPAD to play because my cell phone is a work phone and prohibits gambling. Like I said before I was visiting for a couple weeks but because I was using his iPad I believe they are making the allegation of multiple accounts. The casino has refused my identification documents but I sent them anyway when I contacted dispute resolution before I ended up here. My permanent address is in Iowa and I was in another state when this visit occurred (North Dakota). This is not a multiple accounts per household issue I just can’t get them to listen to me and it’s not fair that completely stole my $9,000 of winnings. They did return my $1000 deposit to which is why I’m only disputing $9,009 here. Please advise if you can help me get my funds I’m rightfully owed. I should be able to visit a friend without being basically told I don’t exist and my account isn’t genuine. I certainly didn’t run away when I lost my first $1,000 in BTC.
Dear Jk1986,
Thank you very much for submitting your complaint. I'm sorry to hear about the frustrating experience you've had with the online casino regarding your account and winnings.
- Regarding the allegation of multiple accounts, could you clarify whether your friend's account was successfully verified in the past?
If you have any relevant communication or documentation, including screenshots or emails, please consider forwarding them to petronela.k@casino.guru for our review.
Nevertheless, I must caution you that utilizing your friend's device adds complexity to the situation. We consistently advise players to adhere to fundamental guidelines to guarantee that their winnings are disbursed smoothly. It is essential to play with your own funds, on your personal device, and through your individual casino account. When a player violates any of these fundamental principles, the casino faces challenges in accurately discerning the account user.
Thank you in advance for your reply.
Best regards,
Petronela
Yes my friend has been a player with Ignition and verified for about 3 years. I was his first ever referral and after seeing the issues this has caused it certainly isn’t worth utilizing that program, period. I understand the complexity of using his device to play now that I have been informed that IP address tracking is part of their process. However, I never saw anything in the terms and condition that said I can’t login on any internet enabled device as long as I don’t live in the same household as the other player, which I don’t. I live multiple states away. The casino refused to allow me to identify myself and is using all of this as an excuse to not pay their obligations for funds I risked and rolled over ($70,000 in rollover completed). When I approached dispute resolution I submitted my drivers license front and back and a current utility bill to verify my address.
Hi Jk1986,
While I agree that a player can access their casino account from any device, issues arise when multiple users share the same device. While IP matching isn't sufficient for the casino to identify multiple accounts, unfortunately, using the same browser is. Regrettably, there isn't much we can do to assist you in receiving your winnings.
My only recommendation would be to avoid using someone else's device in the future. As mentioned earlier, players should adhere to fundamental steps to ensure full payment of their winnings: use your own funds, your own device, and your own casino account. If none of these rules were violated, we always strive to assist; otherwise, our hands are tied. Since the casino refunded your deposit, we consider this matter settled.
Please let me know if there's anything else we could try to help you with.
Dear Jk1986,
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.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
