Ignition Casino - プレイヤーのアカウントがブロックされました。

A friend told me about Ignition Casino so I decided to try it out for fun. My husband and I both created accounts and would play quite often b/c we both work from home. We spent thousands of dollars with no issue, but when I won a tournament for a little over $3K and requested to withdraw some of it my account was disabled with no explanation or warning. I found out when I attempted to log in and received an error. They did the same thing to my husband's account with no explanation. I freaked out when I couldn't access any of my money and no one would communicate with me. They still won't and haven't. I have been in tears. So frustrating.

I have attempted to contact customer service via phone, email, and live chat and no one can tell me anything. It has been 4 weeks and no resolution and no one has reached out. It is the most unprofessional handling of business I have ever been a part of. If a company takes thousands of your hard earned money for profit, they should have the courtesy of at least communicating to their customers. My personal money that I have deposited and my winnings cannot be accessed and no one will tell me why. Horrible. Inexcusable.

Dear mbanken,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus?

Could you please advise if you and your husband both passed the verification before you were blocked?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru together with your self-exclusion request.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear mbanken,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.