Complaints and Dispute Resolution

We would rather hear about a problem early than read about it on a forum a month later. This page sets out the four steps for raising a complaint with Ignition Casino, the response times you can expect at each level and where you can take a matter that we have not resolved to your satisfaction.

Step 1 — Talk to Support First

Open a live-chat session from any page, or send an email to support. Describe what happened, when it happened and the account name you used. If the complaint is about a specific hand, transaction or bonus, include the reference number — it is on the cashier receipt or in the hand history. Most issues are resolved on the first contact within twenty-four hours.

Step 2 — Ask for a Manager Review

If the first answer does not work for you, reply to the same thread and ask for a manager review. A senior agent re-reads the case file, pulls server logs, and replies in writing within five business days. You are entitled to a clear reason for any decision and to copies of any document we relied on.

Step 3 — Escalate to the Curacao Licensing Authority

If the manager review still leaves you unhappy, you can take the matter to our licensing authority. Ignition Casino operates under a Curacao licence, and the regulator accepts player complaints once internal channels have been exhausted. We will share the case reference and the manager-review correspondence with you so you can attach them to your submission.

Step 4 — Independent ADR

You also have the option of independent alternative dispute resolution (ADR) through eCOGRA or a comparable accredited body. ADR rulings are binding on us. There is no cost to you for using the service, and the average decision turnaround sits at six to eight weeks.

What We Cannot Help With

A request for a refund of money already spent on play, without a service or fairness issue, is not a complaint we can uphold — gambling is not a refundable purchase. Complaints about third-party banking providers (your bank, your card issuer, a crypto wallet) should go to that provider; we are happy to share evidence that the deposit or payout left our side correctly.

Stay Safe While You Wait

If the issue is connected to play that felt out of control, please use the tools on our Responsible Gambling page — deposit limits, time-out and self-exclusion are all in your account. Free, confidential help is available from ncpgambling.org, 1-800-GAMBLER or the National Problem Gambling Helpline on 1-800-522-4700.