Ignition Casino - Обліковий запис гравця було відключено після спроби зняття коштів.

i have had an account on Ignition casino for a 2 or 3 months now. I have only won big once and ended up playing it all back. Now Last night i hit over 1,300 dollars on my account. i tried to cash out 600.00 and woke up to my account being disabled and i did not receive the 600. and they keep saying i have to wait 24-48 hours for them to call me? now i want my 1,300 and to call it a day cause that is insane

Dear XXX, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Dominika

Well they said I would receive a call within 24/48 hours and it has been over 24 and 48 hours and I tried contacting them again and now they’re saying oh it could take longer. There’s no period of time that I could actually get a call in. I can’t call them. I just really need my money.

Dear daniellerose64,

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.

They finally fixed the issue. It took getting someone else’s account unbanned for whatever reason they had "Linked" our accounts. And then it literally 6 hours of the other person on the phone with them, me on the phone. But they had finally after saying "I had a Family to feed" and then answering all the gambling anonymous questions to be able to get paid. I don’t think I would have any other way. It was VERY annoying and took way too long considering the circumstances and the fact that I didn’t do A single thing wrong ! But we did get it solved finally

Dear daniellerose64,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika

Casino.Guru