theANMATOR
Legend
Bronze Level
I recently decided to take a chance and put some funds on ignition. I have heard from several sources the Rec players on there are very friendly departing with their chips. And from everyone comparing Ignition to ACR - it is widely agreed upon Ignition is like jello compared to ACR.
Although I'm a winning player on ACR - I decided to diversify.
Unfortunately Ignition does not cater to the freeroller poker player. The only freerolls they offer are for crypto depositors - and for players who have reached a certain tier under their loyalty program.
Anyway I had a little hiccup on one of the tourneys I play.
I was double charged when I first registered. So I fired up live chat the following morning - and this is what transpired. Chat log below.
10:42:44theANMATOR
You've joined the chat.
10:42:44Edwin G.
joined the chat.
10:42:44Edwin G.
Thanks for contacting us. My name is Edwin G.. Sorry about the wait. How are you today? Tell me how I can help.
10:42:47theANMATOR
I was charged for 3 buy-ins into the nightly tourney I play - the 4000gtd Micro Roller. I only bought in twice not 3 times.
10:43:05theANMATOR
Yesterday
10:43:46Edwin G.
I'm sorry to hear that but I can certainly look into it for you. Firstly, could you kindly provide your date of birth and your 4-Digit PIN to verify your account?
10:44:04theANMATOR
As you can see looking at my transactions there are two charges for the buy-in exactly 1 minute apart.
10:44:17theANMATOR
DOB --/--/-- pin--------
10:45:15Edwin G.
Thank you for verifying your identity, is it ok if I can put you on hold for 1-3 minutes while I access and review your account?
10:45:25theANMATOR
yes
10:45:55Edwin G.
the game texas holdem?
10:46:30theANMATOR
yes the tourney is the daily 4000gtd 5.50 buyin called the Micro Roller
10:47:57Edwin G.
the last hand you played for
$5.50?
10:48:21theANMATOR
its not a cash game - its a tournament
10:48:31theANMATOR
I bought in twice - but I was charged 3 times
10:48:52theANMATOR
look at my transactions please
10:50:41Edwin G.
last transaction on this account was for $XXX on Nov 22nd
10:50:59theANMATOR
that is my initial deposit
10:54:13theANMATOR
please read this Edwin - I played a TOURNAMENT yesterday. The buy-in for the tournament is $5.50. I bought into the tournament when it first started - and I was charged twice 11.00 instead of 5.50.. Then later in the event I busted and I re-bought for another 5.50. I was charged 3 times and only bought in twice. Understand ?
10:55:47Edwin G.
you kept on playing $5.50 and lost those bets
10:56:00Edwin G.
you didn't get charge 3 times
10:57:24theANMATOR
Edwin I am attaching an image to ASSIST YOU. Just one moment
10:58:36theANMATOR
Charged3TimesOnlyPlayed2Times.JPG
10:59:14Edwin G.
you played 1 hand of $5.50 and today 3 hands for $5.50 each
11:00:43theANMATOR
Edwin - I have not played poker today - please transfer me to someone else - you are not looking at the information I am providing you - nor do you know the difference from poker tournaments vs a cash game - please transfer me to some who knows about poker
11:02:00Edwin G.
still checking!
11:02:14theANMATOR
Please Edwin - you clearly do not know the difference from a poker tournament from a cash game PLEASE TRANSFER ME TO SOMEONE WHO KNOWS ABOUT POKER
11:03:58theANMATOR
I understand this is probably difficult if you don't know poker very well. Since you do not know the subject matter - please transfer me to a person who knows what a poker tournament is. It is very clear on my transaction records. I just sent you an image of my transaction records. It is right their. I was charged 3 times - and I only played twice
11:04:57theANMATOR
this is not a difficult fix to make Edwin.
11:08:00theANMATOR
Edwin - whats the hold up ?
11:08:26Edwin G.
someone is looking into your account
11:10:19theANMATOR
alright thank you - also it is very easy to see probably on your end - I played twice - there are hand histories for both bullets I fired. There is not hand histories for 3 bullets. But was charged 2 times. It is ALMOST impossible to bust out of a tournament within 1 minute and rebuy - it's quite logical and easy to understand with common sense. I was charged twice in less than one minute. For buying into the same tournament
11:10:55Edwin G.
but
11:10:58theANMATOR
*I miss typed - I was charged 3 times rather - instead of twice
11:11:17Edwin G.
on the screenshot you got out and went back in
11:11:24Edwin G.
that's why you got charged
11:11:33theANMATOR
no I didnt
11:12:51Edwin G.
player opted out NOTE: (for some reason there is a line item on my transaction history that says player opted out. I have no clue what this is - I registered to play when the tourney started and started playing.)
11:13:06Edwin G.
Do you see that on the screenshot?
11:13:27theANMATOR
And even if I did do that in a POKER TOURNAMENT - a player who chooses to leave a poker tournament is not charged again if he comes back into the poker tournament - unless he looses all his chips. I did not loose all my chips on the very first hand of the tournament. Since you CLEARLY know nothing about poker tournaments - this is beyond your ability to understand. PLEASE let me talk to someone who knows about poker tournaments.
11:14:18theANMATOR
Yes I see that on the screen shot - I never opted out I have no clue what that nonsense is.
11:16:34theANMATOR
A player that sits out of a tournament can still re-enter WITHOUT BEING CHANGED again any time as long as he has poker chips. I never did sit out of the tournament - but EVEN IF I DID I can still re-join the tournament any time I want - without being charged again. THIS IS A POKER TOURNAMENT Edwin. This is not a cash game - this is not black jack - this is not some kind of sports bet - this is A POKER TOURNAMENT.
11:17:19theANMATOR
Edwin - transfer me to someone who knows what a poker tournament is
11:18:14Edwin G.
leaving notes before transferring to Supervisor
11:18:55theANMATOR
this is so simple - and you do not understand the basics of the subject matter. I was charged 3 times - I only played twice. I played this tournament for 4 hours on two bullets. I was charged for 3 bullets mistakenly. I was charged twice within one minute of my initial buy-in
As you all can probably see - I was a little exasperated by the fact that the customer service representative for the poker room didn't know the difference from any random bet or a cash game compared to a poker tournament.
But I think I kept my cool - as much as I could - considering this guy had NO clue what I was talking about. We could have been talking about doughnuts or space or microbial bacteria for all he knew. LOL
After this excruciatingly frustrating conversation with Edwin. I was connected with the supervisor. It was a female and I asked her if she could read the conversation between me and Edwin. She replied in like 30 seconds and said - yes - this is a simple fix let me give you a 5.50 tourney ticket, and one additional 5.50 tourney ticket for your troubles.
I thanked her as if she was the SAVIOR rescuing me from a torture chamber.
So - all in all - everything worked out.
However - heres a friendly piece of advice to the CC community.
1st - always keep off line records of your transactions - so you can make sure silly stuff like this doesn't get overlooked.
2nd - If anyone plays on Ignition poker - and they happen to need to contact customer support, live chat - if you get hooked up with Edwin - just go ahead and immediately request to speak with someone else who knows what a POKER TOURNAMENT is!!!! It will save you a lot of time and frustration.
Although I'm a winning player on ACR - I decided to diversify.
Unfortunately Ignition does not cater to the freeroller poker player. The only freerolls they offer are for crypto depositors - and for players who have reached a certain tier under their loyalty program.
Anyway I had a little hiccup on one of the tourneys I play.
I was double charged when I first registered. So I fired up live chat the following morning - and this is what transpired. Chat log below.
10:42:44theANMATOR
You've joined the chat.
10:42:44Edwin G.
joined the chat.
10:42:44Edwin G.
Thanks for contacting us. My name is Edwin G.. Sorry about the wait. How are you today? Tell me how I can help.
10:42:47theANMATOR
I was charged for 3 buy-ins into the nightly tourney I play - the 4000gtd Micro Roller. I only bought in twice not 3 times.
10:43:05theANMATOR
Yesterday
10:43:46Edwin G.
I'm sorry to hear that but I can certainly look into it for you. Firstly, could you kindly provide your date of birth and your 4-Digit PIN to verify your account?
10:44:04theANMATOR
As you can see looking at my transactions there are two charges for the buy-in exactly 1 minute apart.
10:44:17theANMATOR
DOB --/--/-- pin--------
10:45:15Edwin G.
Thank you for verifying your identity, is it ok if I can put you on hold for 1-3 minutes while I access and review your account?
10:45:25theANMATOR
yes
10:45:55Edwin G.
the game texas holdem?
10:46:30theANMATOR
yes the tourney is the daily 4000gtd 5.50 buyin called the Micro Roller
10:47:57Edwin G.
the last hand you played for
$5.50?
10:48:21theANMATOR
its not a cash game - its a tournament
10:48:31theANMATOR
I bought in twice - but I was charged 3 times
10:48:52theANMATOR
look at my transactions please
10:50:41Edwin G.
last transaction on this account was for $XXX on Nov 22nd
10:50:59theANMATOR
that is my initial deposit
10:54:13theANMATOR
please read this Edwin - I played a TOURNAMENT yesterday. The buy-in for the tournament is $5.50. I bought into the tournament when it first started - and I was charged twice 11.00 instead of 5.50.. Then later in the event I busted and I re-bought for another 5.50. I was charged 3 times and only bought in twice. Understand ?
10:55:47Edwin G.
you kept on playing $5.50 and lost those bets
10:56:00Edwin G.
you didn't get charge 3 times
10:57:24theANMATOR
Edwin I am attaching an image to ASSIST YOU. Just one moment
10:58:36theANMATOR
Charged3TimesOnlyPlayed2Times.JPG
10:59:14Edwin G.
you played 1 hand of $5.50 and today 3 hands for $5.50 each
11:00:43theANMATOR
Edwin - I have not played poker today - please transfer me to someone else - you are not looking at the information I am providing you - nor do you know the difference from poker tournaments vs a cash game - please transfer me to some who knows about poker
11:02:00Edwin G.
still checking!
11:02:14theANMATOR
Please Edwin - you clearly do not know the difference from a poker tournament from a cash game PLEASE TRANSFER ME TO SOMEONE WHO KNOWS ABOUT POKER
11:03:58theANMATOR
I understand this is probably difficult if you don't know poker very well. Since you do not know the subject matter - please transfer me to a person who knows what a poker tournament is. It is very clear on my transaction records. I just sent you an image of my transaction records. It is right their. I was charged 3 times - and I only played twice
11:04:57theANMATOR
this is not a difficult fix to make Edwin.
11:08:00theANMATOR
Edwin - whats the hold up ?
11:08:26Edwin G.
someone is looking into your account
11:10:19theANMATOR
alright thank you - also it is very easy to see probably on your end - I played twice - there are hand histories for both bullets I fired. There is not hand histories for 3 bullets. But was charged 2 times. It is ALMOST impossible to bust out of a tournament within 1 minute and rebuy - it's quite logical and easy to understand with common sense. I was charged twice in less than one minute. For buying into the same tournament
11:10:55Edwin G.
but
11:10:58theANMATOR
*I miss typed - I was charged 3 times rather - instead of twice
11:11:17Edwin G.
on the screenshot you got out and went back in
11:11:24Edwin G.
that's why you got charged
11:11:33theANMATOR
no I didnt
11:12:51Edwin G.
player opted out NOTE: (for some reason there is a line item on my transaction history that says player opted out. I have no clue what this is - I registered to play when the tourney started and started playing.)
11:13:06Edwin G.
Do you see that on the screenshot?
11:13:27theANMATOR
And even if I did do that in a POKER TOURNAMENT - a player who chooses to leave a poker tournament is not charged again if he comes back into the poker tournament - unless he looses all his chips. I did not loose all my chips on the very first hand of the tournament. Since you CLEARLY know nothing about poker tournaments - this is beyond your ability to understand. PLEASE let me talk to someone who knows about poker tournaments.
11:14:18theANMATOR
Yes I see that on the screen shot - I never opted out I have no clue what that nonsense is.
11:16:34theANMATOR
A player that sits out of a tournament can still re-enter WITHOUT BEING CHANGED again any time as long as he has poker chips. I never did sit out of the tournament - but EVEN IF I DID I can still re-join the tournament any time I want - without being charged again. THIS IS A POKER TOURNAMENT Edwin. This is not a cash game - this is not black jack - this is not some kind of sports bet - this is A POKER TOURNAMENT.
11:17:19theANMATOR
Edwin - transfer me to someone who knows what a poker tournament is
11:18:14Edwin G.
leaving notes before transferring to Supervisor
11:18:55theANMATOR
this is so simple - and you do not understand the basics of the subject matter. I was charged 3 times - I only played twice. I played this tournament for 4 hours on two bullets. I was charged for 3 bullets mistakenly. I was charged twice within one minute of my initial buy-in
As you all can probably see - I was a little exasperated by the fact that the customer service representative for the poker room didn't know the difference from any random bet or a cash game compared to a poker tournament.
But I think I kept my cool - as much as I could - considering this guy had NO clue what I was talking about. We could have been talking about doughnuts or space or microbial bacteria for all he knew. LOL
After this excruciatingly frustrating conversation with Edwin. I was connected with the supervisor. It was a female and I asked her if she could read the conversation between me and Edwin. She replied in like 30 seconds and said - yes - this is a simple fix let me give you a 5.50 tourney ticket, and one additional 5.50 tourney ticket for your troubles.
I thanked her as if she was the SAVIOR rescuing me from a torture chamber.
So - all in all - everything worked out.
However - heres a friendly piece of advice to the CC community.
1st - always keep off line records of your transactions - so you can make sure silly stuff like this doesn't get overlooked.
2nd - If anyone plays on Ignition poker - and they happen to need to contact customer support, live chat - if you get hooked up with Edwin - just go ahead and immediately request to speak with someone else who knows what a POKER TOURNAMENT is!!!! It will save you a lot of time and frustration.
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