Ignition Casino - プレイヤーのアカウントはブロックされています。

I deposited to ignition with a bonus. I played through my bankroll and then managed to clear a bonus for a little over $2000. Subsequently my account was disabled and I was then locked out with no explanation aside from that they were conducting an "investigation" and to be patient. This however seems to be purely a stalling tactic as I have messaged them numerous times since then (May 20, 2022) only to get the same response, no progress update, no timeline. Basically I'm being told the the investigation could go on indefinitely. I didn't break any terms as far as I know nor was I informed that I had broken any rules or terms, and conveniently this is the very first time I have ever shown a profit on my account. I have been a losing player from the start. I sent ignition my identification, but received no response. This is very discouraging considering I poured my paycheck into ignition and when I was finally made whole I was barred from even logging in. Any help at all that you can provide would be greatly appreciated!

Dear dannyw,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I typed out a much longer response, but the authentication on this website doesn't seem to work well with the links provided so it wouldn't let me submit it. (I think it was the browser I was using it worked fine in firefox) Here is a less pedantic version.

I registered my account on April 19th 2022. This is my first experience with this casino.

I attempted to verify sent in the documents and received no response. I will forward that but please treat the email with care it contains sensitive information.

I was playing a lot of various slots, blackjack, and fast fold poker. I got kicked out of my account in the middle of a poker hand.

Thanks so much for your help.

Thank you very much, dannyw, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Ignition Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello dannyw,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Ignition Casino to join the conversation and participate in the resolution of this complaint.

Dear Ignition Casino,

Can you please clarify the reason for the player's account having been blocked?

Kind regards,

Adam

Dear dannyw,

I have so far received no response from the casino, I will try to contact them again. In the meantime, please let me know if there are any developments.

We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear dannyw,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Curacao e-Gaming Authority (https://www.curacao-egaming.com/public-and-players/) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Please let me know how they replied (adam.m@casino.guru).

I wish I could have been of more help.

Kind regards

Adam