Complaints and Dispute Resolution
Most issues are settled in a single conversation with support. When they are not, you deserve a clear path that does not depend on goodwill. This page sets out exactly how to raise a complaint with Ignition Casino, what happens at each stage, how long it should take, and how to take an unresolved dispute above us to the regulator and to independent review.
Step 1: Raise It With Support
Start with our support team through live chat or email from the address on your account. Describe the problem plainly, in one message where possible, and include the facts that let us check it quickly: your account email, any transaction reference, the date and time, and what outcome you expect. Most payment, bonus and access questions are resolved here without going any further.
Step 2: Ask for a Formal Case
If the first reply does not settle it, ask the agent to log a formal complaint rather than reopening chat repeatedly. A formal case is recorded and given a reference, which means your issue is tracked rather than restarted each time. Keep that reference. From this point, responses are handled as a complaint, not a general query, and you should receive updates on its progress.
Step 3: Our Response Process
Once a complaint is logged, we review the account history, payment records and any game logs that apply. We aim to give a substantive response within a reasonable period and will tell you if a review needs longer, for example where verification or a payment provider is involved. Our reply will explain the decision and the reason behind it, not just the outcome.
Tracking Your Case
Your case reference is the thread that ties everything together, so quote it in any follow-up rather than starting a fresh conversation. If you contact us through a different channel, give the reference first and an agent can pull up the full history. We keep a record of what was said and decided at each stage, which protects you as much as us, because it means nothing rests on memory or a single agent's recollection.
What to Include
A complete complaint moves faster. Please provide:
- Your account email and, where relevant, the transaction reference
- The date and time the issue occurred
- A clear description of what happened and what you expected
- Any supporting evidence, such as screenshots or payment confirmations
- The case reference if one has already been opened
Step 4: Escalating to the Regulator
If you remain unsatisfied after our final response, you can escalate. Ignition Casino is licensed and regulated by the Anjouan Gaming Board, and unresolved disputes may be referred to the licensing authority for review. Provide them with your case reference and the evidence you sent us, so they can assess the full picture. The regulator's role is to check that we handled the matter according to the terms of our licence.
Step 5: Independent Dispute Resolution
Alongside the regulator, an unresolved dispute may be taken to independent alternative dispute resolution (ADR), such as eCOGRA, where eligible. ADR offers a neutral assessment by a third party at no cost to you. Their findings are designed to be impartial, looking at the facts and the applicable rules rather than taking either side by default. We cooperate with recognised ADR providers in good faith.
If You Disagree With Our Decision
A final response from us is not the end of the road. If you think we got it wrong, you are free to escalate to the regulator or an eligible ADR body even after we have closed the case on our side. Escalating does not affect your account standing, and we will provide the records the reviewer asks for. The point of the external steps is exactly this: an independent check when we and you cannot agree.
Common Types of Complaint
Most complaints fall into a few familiar groups, and knowing which one yours is helps us route it fast. Payment issues, such as a withdrawal that is slower than expected, are usually a verification matter and are checked against your KYC status first. Bonus disputes often come down to wagering terms, so we compare the play recorded against the requirement that applied. Account access problems are handled by our security process. Game disputes are reviewed against the game logs. Telling us the category up front saves a round of questions.
Time Limits and Good Faith
Raise a complaint promptly, ideally within a few months of the event, while records are easy to retrieve. We commit to handling complaints fairly, keeping your information confidential, and never penalising an account simply for making a complaint. For the rules that govern your account, see our terms and conditions, and for support contact details, visit our contact page. We treat every complaint as a chance to fix something. If something is wrong, we want to hear about it.