Ignition casino said a display issue made me think I hit the bonus wheel

Nowunimportant

Newbie member
PABinit
Joined
Apr 28, 2022
Location
LA
I was betting $10 per spin using cash funds not bonus funds and got all 3 bonus symbols to unlock a spin on the bonus wheel which has 21 prizes ranging from 5x-500x your bet & 5 jackpot prizes which were $1k-$463k at the time.
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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 my conversation with the support rep the supervisor apologized for the way I was treated and said it was "very unprofessional" & he said from experience he could tell right away that the image I sent was not edited 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 my screen was not the true outcome.

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bamberfishcake

Senior Member
PABinit
MM
Joined
Jan 8, 2019
Location
Essex
A display issue? That's a new one on me. Quite a simple yet creative excuse that sits nicely in the denial category of arguing.

As denial is the mother of all arguments you have no other choice than to quit playing there.

Besides calling the people who called you a liar, liars, what else can you do? If it was not so frustrating, it would be laughable.
 

Nowunimportant

Newbie member
PABinit
Joined
Apr 28, 2022
Location
LA
Hmm maybe im ignorant but why play there then knowing if you won the jackpot you most likely would never get ?

Well in all fairness I've never had any issues when it comes to withdrawing whether it be a few hundred or thousands I've always been paid out within a few hours.

I feel like this issue was just handled horribly from the very beginning & since it's labled as "resolved" I can't get anyone else to take a second look.

To answer your question I played there because they're one of the best options when it comes to living in the US & gambling online.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
I would recommend submitting a PAB - Ignition Casino is part of the Bovada/Bodog group - and if they had a software failure (wrong displays, etc.) we might be able to get to the bottom of this.
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
PAB received. @Nowunimportant , please ensure that you've read and comply with the Player Arbitration Policies and Procedures . That includes no further posting here on this subject until our PAB work is done, please and thank you.

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com
 

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