check out ignition's customer service:
This was a conversation AFTER a previous 2 hr chat.... all due to a stupid $2 jackpot ! but , if they won't fix a $2 problem on their end, i will not trust them with one dollar, or five thousand more! - i pulled all of my money out after this (still waiting on the bitcoin cash withdrawal, as expected from them). enjoy: as i said, this is PART 2 the first was lost.
1:09:33Rob
You've joined the chat.
11:16:01Carrie B.
joined the chat.
11:16:01Carrie B.
Thanks for contacting Customer Service. What can I do for you today?
11:16:05Rob
The last chat i was on was closed by the CS agent (i hope accidentally)... i was charged for a jackpot that never loaded... it is still open saying that if i close it i will be refunded, but the page won't close. this is the second time this has happened, but if i am playing other tables i don't see how it can be a connection issue on my end. please advise
11:16:30Rob
Screenshot (23).png
11:16:38Carrie B.
I'd be happy to look into that for you. First I'll need to verify your account. Please provide your 4 digit pin and your date of birth.
11:16:53Rob
*&*&*&*&*&*&*&&*&
11:17:29Carrie B.
Thank you for verifying your identity.
11:17:34Carrie B.
Can you please hold for 1-2 minutes while I look into this for you?
11:17:56Rob
she said because i was issued a refund for the same problem yesterday, i couldn't get another one now... but, i don't have a connection problem and was playing another jackpot when this table never loaded... this should be obvious... thanks for your help
11:18:03Rob
yes, thank you
11:18:55Carrie B.
What device are you using to access your tournaments?
11:19:18Rob
dell laptop, using win 10
11:19:45Rob
but if i am also playing other tables... how can i be losing connection.... you know?
11:20:21Rob
the table just never loads as if other players haven't joined the jackpot
11:20:45Rob
if the game never even starts... how can i be charged?
11:21:06Carrie B.
Are you using the poker lobby or playing through a browser?
11:21:14Rob
poker lobby
11:22:33Carrie B.
I would recommend doing some troubleshooting steps. Try clearing the cache and cookies for the poker lobby.
11:22:39Carrie B.
Close your poker client.
Then go to your file explorer, Go to C:/Users/Your_user/AppData/Roaming
If you're unable to see the AppData folder, you may need to enable your hidden items.
In your File Explorer select view and place a tick in the HiddenItems box.
Locate the AppData/Roaming folder
Locate the ignitioncasino-eu-poker and delete it.
Then reopen the client and login.
11:24:04Carrie B.
I also see that you use your card to make your deposits. Have you ever thought of using bitcoin? It's cheaper and more guaranteed. Bitcoin is always free on our end, you may just receive a 1% or 2% fee from the bitcoin wallet which is a lot cheaper than the 5.9% fee on card deposits. It's also the fastest way of getting your withdrawal funds, as it takes approximately 15 minutes to receive funds after being reviewed and approved by the Financial team.
11:25:13Rob
ok i will do that.. but if i finish playing a tournament, and then start another one that doesn't load, which you should be able to see, why am i being charged for the game that didn't load.. especially when i am looking at a screen still that says if you close you will be refunded, but will not close
11:25:52Rob
yes, i am actually waiting on a bitcoin cash withdrawal right now as well... it is the 3rd day
11:26:40Carrie B.
We have reviewed and you were the only one affected. The issue seems to be with the device you're using. I would recommend doing the troubleshooting steps to have the issue resolved before entering another tournament.
11:27:37Rob
i did that yesteday! and then entered another tournament successfully today, but then the second one never loaded... do you see what i am saying?
11:27:44Carrie B.
Your withdrawal is in the review stages. Itr was submitted on the 26th and usually takes approximately 24-48 hours to be reviewed. Monitor your bitcoin cash wallet periodically for updates.
11:29:41Carrie B.
If you're still having issues while playing from the poker lobby, you can access your tournaments by logging in through google chrome browser and accessing your tournaments. I would also recommend clearing your browser history and cache and cookies as often as possible.
11:29:43Rob
i never even got to the "jackpot"screen that displays the prize... why would i be charged?
11:30:44Rob
if i am not connected why is it deducting from my balance?
11:30:54Rob
it should just not open
11:30:54Carrie B.
You may need to try using the browser or using another device. We have checked on pour end and we're not having any technical issues and no other player was affected.
11:31:20Rob
can you see that i never entered the game?
11:31:51Rob
can you see that i am still looking at the screen telling me that i am entitled to a refund if i close, but cannot close?
11:31:57Carrie B.
I see you had disconnection issues on that tournament but we can also confirm that it was not an issue on our end.
11:32:50Rob
if i had a connection issue i shouldn't have been charged, since the "jackpot slot machine" was never even engaged as i was still waiting for other players to enter
11:33:29Rob
all that happened was this...
11:33:43Carrie B.
You had the issue after you registered for the tournament.
11:34:19Rob
but before other players entered, and before there was even a jackpot amount... just please look at my screenshot, it is obvious
11:35:18Rob
my seat isn't even taken
11:35:48Rob
Screenshot (22).png
11:36:03Carrie B.
I have reviewed all the necessary information and we can confirm that you're the only one who had any sort of connection issues. It was definitely not an issue on our and i would recommend trying the troubleshooting steps mentioned.
11:36:30Rob
then why does it say i will be refunded?
11:38:10Carrie B.
Can you please hold for 1-2 minutes while I look into this for you?
11:39:42Rob
please give me an 800 number to call, or transfer me to a supervisor... i totally understand that it is on me if i lose a connection DURING tournament... but it NEVER loaded, If you look at my screenshot you will see what i am saying. \\\\\\\\ yes i can... thank you
11:40:53Carrie B.
If you wish to dispute further you can contact us at 1-855-370-0600 at your earliest convenience.
11:41:22Rob
i will take a ticket to another jackpot, just anything to play the game i wanted to!
11:42:04Carrie B.
We're uanble to issue a refund compensation as you've already received an exception yesterday
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here is the screenshot that shows not only did no other player join, but even i wasn't seated at the table! :dong:
