Ignition Casino - The player's balance was voided.

Hey guys. I have had an account with ignition casino for a few years now without hassles. But I've recently had my account disabled, after inquiring why I received an email saying it was on the grounds of a 25 dollar refer a friend bonus "breach", they are trying to void my 18162$ for the 25 dollar nonsense. Please help.

Hello brendan1980,

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 is yes, since when exactly? Did you ever process a withdrawal from the casino before? Did you ever deposit into the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hey Nick.

The account is verified, I have cashed out and deposited funds on many occasions. I have just been speaking to them every couple of days to try to have my account re-enabled.

Can you please clarify since when is your account disabled?

11th of September. 2 weeks ago, ish

Can you please forward all the evidence and conversation you have with the casino to nikolas.b@casino.guru before we would try to contact them?

Thank you for the screenshot. I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick

Hello brendan1980.

I am sorry to hear about your troubles.

I believe the best would be to invite the casino representative into the case:

Dear Casino representative, could you please explain to us what happened in this case?

We would like to ask the 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’.

Seems like they just ignore you and nothing happens ??. What sort of pull do you have for fairness etc

Hello brendan1980.

In this situation, I would strongly recommend you contact the licensing authority. In this case, Curacao eGaming.

Just click on the licensing authority picture from the footer of the casino website and scroll down and fill out the form.

Please let me know when you submit your complaint to the regulator.

Thank you Matej

You're welcome. Just don't forget to let me know that you submitted the complaint to the regulator.

We will close the complaint on our website as unresolved with the status: waiting for the regulator's decision and later reopening and closing again based on the regulator's decision. 

Please remember that this process is time-consuming but binding for the casino. So if the regulator decides in your favour, the casino must pay you, or they will lose the license.

I have submitted the complaint thanks for your time Matej

I am closing this complaint as unresolved with the status: waiting for the regulator's decision.

Please reopen the complaint when you get a final response from the regulator or if you do not get a final answer in three months.