IgniBet Casino - Igrački račun je zatvoren, a sredstva su konfiskovana.

Hello!

Please help me get my money back from Ignibet.

They are accusing me of bonus abuse which is simply not true.

I have made deposit ~504 Euro (I deposited using LTC crypto) and I recieved 504 spins with wager 1x.

I have played these spins, winnings were around 100 Euro, I lost some of this money and all was left was my initial deposit (504 Euro) and 50 Euro from waggered spins. Together around 550 Euro.

Then I made wager of my deposit 1x before withdrawal.

I requested withdrawal of all.

30 minutes later VIP Manager Kyle has informed me that this was bonus abuse (which is not true) and they decided to WITHOLD my money.

They are witholding my 550 Euro, they have closed my account. 

VIP manager Kyle has deleted all messages on Telegram and blocked me.

Suppport is no longer answering to my messages.

I have waggered bonus according to terms and also I have waggered my initial deposit also according to terms.

Please help me get my withdrawal, all of my funds!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IgniBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that your winnings from the free spins needed to be wagered once?
• Do I understand correctly that after the wagering of the free spins was complete, the amount was reduced to 50€?
• Do I understand correctly that only after you achieved these winnings, you placed bets on e-sports betting?

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

Best regards,

Tomas

Hi there. Thanks for submitting my complaint.

Q: Do I understand correctly that your winnings from the free spins needed to be wagered once?

A: Yes. I won from free spins around 100 Euro. I waggered it more than 1x. I was just having fun with it. There was no max winning from it. After I succesfully waggered it all is left from this was 50 Euro. I stopped playing.

Q: Do I understand correctly that after the wagering of the free spins was complete, the amount was reduced to 50€?

A: No. I lost half of it while having fun. No problem with that. It was transformed into real money after 1x wager.

Q: Do I understand correctly that only after you achieved these winnings, you placed bets on e-sports betting?

A: Yes. I placed a bet on CounterStrike match on live to wager my deposit before withdrawal. On popular event.

Long story short. I recieved this promo code for spins with 1x wager. I waggered it. I placed a bet on esport to wager my deposit.

I requested withdrawal.

30 minutes later VIP Manager Kyle answered that I abused bonus and he said that decision about closing my account will be decided before end of the day. Of course the decision was to confiscate my funds and close my account.

I did nothing wrong. I recieved promo code from VIP manager. I completed waggering 1x on popular slots, all was left from winnings from this bonus was 50 Euro. Then I wagered my deposit on esport and requested withdrawal.

Funny thing is that before this whole situation I sucessfully withdrawn money few days before. I don't know why Ignibet had problem with me this time.

Promo was to wager spins 1x. I did it. I rollover my deposit 1x also before withdrawal. All within the rules.

Please help me get my money back.

I have to say that VIP Manager Kyle on telegram was super nice in the beginning but then he has changed his mood saying that I am fake and bonus abuser. Then he deleted whole telegram conversation and blocked me.

I am 100% sure I got scammed here. Who does things like this? Giving promo code and 30 minutes after withdrawal calling you abuser, closing account and deleting whole conversation?

Help me, please!

Thanks for your patience.

Would you be able to share any evidence of the incident, such as a screenshot of the error you received when trying to access your account, and communication with support of the casino on the topic?

Send the evidence to my email at tomas@casino.guru

I apologize for the inconvenience.

Hey Tomas. I have sent you email with explanation, evidences and screens. Please check them.

Dear AdamW,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you AdamW for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask IgniBet Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings confiscated.

Thank you!

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

I have tried to contact IgniBet Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help 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 that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter