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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.
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Ignition Casino - Denied Bonus/jackpot wheel while betting $10 a spin
Posted by nowunreally
April 28, 2022
nowunreally consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
April 28, 2022