Ignition Casino - Denied Bonus/jackpot wheel while betting $10 a spin

Ruling

Found for the Player - Ignition Casino has informed us that they will not cooperate with this service to manage player complaints.

Read our Ignition Casino Review.

Player's Complaint

I was betting $10 per spin and got all 3 bonus symbols to unlock a spin on the bonus/jackpot wheel which has 23 prizes ranging from 5x-500x your bet & 5 jackpot prizes which were $1k-$463k at the time.

However, the bonus wheel didn't open and no prize was awarded. I took a sreenshot along with a video of myself opening and closing the menu and exited the game and contacted their support team.

I explained the issue and sent the screenshot, a few minutes later the support agent replied and accused me sending "edited images", called me a "mentiroso" (spanish for liar), and said he was going to escalate the false claim.

Later in the day I finally got to speak to a supervisor & after reviewing the previous conversation I had the supervisor apologized for the way I was treated and said it was "very unprofessional" & said he could tell right away that the image I sent was not edited and what had happened was they received a different result from the server than the actual outcome, but they needed more time to investigate what went wrong.

Meanwhile, he issued me a $150 bonus with a 35x rollover to make up for how the support agent acted.

I called to get an update and I was told the case was closed because the bonus I received was $100 for how I was treated & $50 was compensation for the actual issue with the bonus/jackpot wheel.

I asked them: "how would a $50 bonus with 35x rollover would be considered compensation for a spin on the jackpot wheel with a $10 bet using cash funds?"

I was told that their investigation concluded that it was a "display error" and what was shown on the screen was an incorrect response by the server. They then said that the bonus I received was not compensation but a gesture of goodwill. The complete opposite of what I was told earlier.

Their gaming license specifically requires their operators to respond to user claims with professionalism and they clearly violated this rule before they decided they can decide what's shown on the screen is not the true outcome.

Read the casino review

8 Responses

nowunreally

April 28, 2022

They are not part of the Kahnawake Gaming Commission anymore they have a Curacao e-gaming license now

thepogg

April 29, 2022

Hi nowonreally - welcome to ThePOGG.com!

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

nowunreally

May 1, 2022

Yes I wish I would've realized this 7 months ago when I signed up would've saved me $16K

thepogg

May 1, 2022

Hi nowonreally,

The operator informs us that this issue has been resolved. Can you confirm?

Thanks,

ThePOGG

nowunreally

May 2, 2022

No it is not resolved. The supervisor said he issued me a $150 bonus with 35x rollover for the way the support rep acted calling me a liar, but they said they were still investigating what went wrong with the game.

When I called to get an update they said the case was closed because it was a "display error" & said the $150 bonus they issued was now $100 for being called a liar & $50 bonus was a gesture of goodwill for the display error so they closed the case.

They admitted I was shown different outcome than them and my outcome just so happen to be a bonus wheel winner.

nowunreally

May 2, 2022

I would never accept a $50 bonus with 35x rollover as compensation for a bonus wheel win on a $10 per spin bet using cash funds cause had the game worked correctly the prize won would've been available to withdraw instantly.

thepogg

May 8, 2022

Hi nowunreally,

Ignition Casino have informed us they will not discuss this issue further with our service.

Sorry we could not be of more help.

ThePOGG

nowunreally

May 14, 2022

Thanks for trying