Ignition Casino - プレイヤーのアカウントは閉鎖されました。

I am writing to formally lodge a complaint against Ignition Casino EU regarding the arbitrary closure of my account [personal information hidden by Casino Guru] and the mishandling of my personal information and funds. This complaint is based on a series of incidents and breaches of their own terms of service, which I will detail below.

1. Account Access Issues and Initial Contact

On August 8, 2025, I began encountering access issues with my account. Following guidance from Ignition Casino agents, I submitted an update request to regain access, as my password and email login were not functioning. Despite following all their troubleshooting instructions—including using incognito mode, clearing browser history, and confirming no system errors—I remained locked out of my account.

During these communications, I was assured by live agents that my funds were safe and that the situation would be resolved promptly. I was further told that an agent would contact me between 8 AM and 12 AM Pacific Time. When I asked from what number I would receive the call, I was informed it would be from an "international number." Despite these assurances, I received no contact, no updates, and no satisfactory resolution.

2. Submission of Personal Documentation and Mishandling

To facilitate verification, I provided personal evidence including screenshots of messages and emails, digits of my Social Security number, and official identification papers. I shared my password solely to assist in resolving the issue. At no point was I informed that my documents were received safely or being processed. Staff failed to secure or acknowledge this sensitive information, demonstrating a clear lack of proper handling and care.

3. Arbitrary Account Closure and Contradiction of Terms of Service

Despite remaining within all limits and rules stated in their terms of service, my account was closed on the grounds of a "gambling addiction." Ignition Casino EU’s own rules outline the following regarding account closures for responsible gaming:

Self-imposed limits, "cool-off" periods, and permanent closure requests must be initiated by the player (Sections 5.3–5.5).

Winnings or funds should only be forfeited in cases of fraud, underage use, or violation of explicit rules (Sections 4.7, 6.1–6.4).

Account reviews and disputes are to be processed within 24–48 hours, maintaining a priority for player satisfaction (Section 4.8).

I did not engage in any fraudulent, unlawful, or improper activity. I stayed within deposit limits and followed all rules as posted. I did not self-identify as having a gambling problem, nor did I violate any gaming rules. The closure was therefore arbitrary and in direct contradiction to the casino’s stated terms.

4. Breach of Their Own Promises

The account review timeframe of 24–48 hours was not respected; my case remained unresolved for over a week without any email updates.

I was denied escalation to management; agents claimed that only live agents handle such issues.

Despite repeated inquiries, I received no warning or communication regarding any perceived problem gambling.

5. Additional Concerns

This appears to be a common concern involving other players, suggesting a pattern of arbitrary account closures by Ignition Casino EU. Their actions have caused me undue stress, and they have withheld funds and winnings without justification or due process.

6. Request for Action

I request the relevant authorities to investigate Ignition Casino EU for:

Arbitrary account closure without valid cause.

Mishandling of personal and sensitive documentation.

Breach of their own terms of service regarding account review and dispute resolution.

Potential patterns of unfair treatment impacting multiple players.

I seek a resolution that includes:

Immediate review and reinstatement of my account, or full return of all funds and winnings.

Assurance that personal data I submitted is secure and handled according to data protection regulations.

Clarification on how arbitrary closures are being implemented and safeguards against wrongful forfeiture of player funds.

Thank you for your attention to this matter. I trust that your investigation will ensure accountability and protect the rights of players like myself.

Sincerely,

[personal information hidden by Casino Guru] -outdated

[personal information hidden by Casino Guru] -requested /updated email

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. In order to better understand your situation, may I kindly ask you a few questions:

• What was the real-money balance in your account when the casino closed it due to gambling addiction concerns?
• Have you ever requested self-exclusion from this casino, or otherwise indicated a gambling problem?
• Have you previously made any successful withdrawals from this casino?
• Have you ever shared the password to your casino account with the casino support team (via email, phone, or chat)?
• Have you completed the full KYC verification process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Important Notice:

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If anything seems suspicious, please contact us directly. Stay safe.

Hi there,

Thank you so much for helping me with this. I wanted to give you an update on the changes.

While my account remains closed, Ignition allowed me to update both my email and password. They also informed me that my account would be locked for 72 hours due to a statement I made that violated their terms. I was allowed to contact the financial department, and as long as I remained in a live chat session with them, I could access my account and withdraw funds. However, if the chat window closed, I would need to start over with a new agent and financial supervisor.

Navigating this process was challenging, as I had to manage my wallet on one device, log into Ignition on another, and keep the chat open simultaneously. The supervisor was very patient and gave me as much time as I needed to organize everything. Once I submitted the withdrawal request using crypto only (as instructed), my account was immediately locked again. I can continue to withdraw funds this way, as long as I maintain a live chat with a financial supervisor.

Unfortunately, my account never received the funds. I contacted Ignition again; they said the transaction had processed and then put me on hold. I eventually had to close the chat without a resolution.

I should also note that I may have made a mistake with the wallet information. I believe I copied and pasted an invoice instead of my wallet address. While the wallet length seemed unusually long, it did process on Ignition’s side, which makes me think the issue wasn’t entirely rejected—it just never showed up on my end. On my end, nothing was added, received, or initiated. I am currently unable to verify anything on Ignition’s side because my account remains locked.

Aside from possibly losing money today, I did have some resolve with my email update and password reset. Which is terrific. Hopefully, my account with be accessible in full after the 72 hour mark.

The would like to give John the financial supervision at Ignition a huge shout out. He was amazing. Patient. Kind. And very professional. Thank you John. Youre amazing.

I am sorry I did not answer your questions in the above update I apologize. So let me start over

Q.)What was the real-money balance in your account when the casino closed it due to gambling addiction concerns?

A.) $8,400 (slightly more, forget exact amount)

Q.)Have you ever requested self-exclusion from this casino, or otherwise indicated a gambling problem?

A.)Never have I requested self exclusion or indicates a gambling problem. However, I did look over their entire website, to make sure I had read everything as to not miss any important details when trying to figure out why my account had been closed ) or perhaps I could have inquired out of curiosity im not sure exactly they did not specify. I dont believe i have a gambling addiction. I just enjoy playing from time to time

Q )Have you previously made any successful withdrawals from this casino?

A ) Yes. Withdrawals have always been easy and quick. While i have never cashout large amounts before. I have always just thought it wouldnt be an issue.

Q.)Have you ever shared the password to your casino account with the casino support team (via email, phone, or chat)?

Have you completed the full KYC verification process?

A.) Yes. When chatting with a live agent I did share my password. When I was trying to access my account and figure out why I couldn't get in if ny password had not been changed. The live agents said they were not allowed access on their side of things to sensitive information such as passwords. So they could not tell me if my password remained what it was.

Note* they fullfilled my request to update my email and password.

Thank you, again for helping me with this. I do believe that ignition has acknowledged their mistake and are doing their best effort to resolve things for me fairly. As for now I am still locked out unless being assisted by chat and only for Withdrawal purposes, hopefully they lift this by the end of the 18.( 72 hour lock out.) And hopefully figure out what happened to the withdrawal because my end shows nothing. And i can't see. Into my ignition to know much about whats going on there or see what has happened. It could have been me or it coukd have been them. I don't know, yet.

Thank you. Please let me know if I csn provide anything else that may help or if you feel that I should continue on my own. I appreciate you all for the time and effort.🙂

Also yes full cycle. Submitted documents id. And photo verification. Just since after winning.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Amber1986,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika