Ignition account disabled upon withdrawal request

[4dueceswithA]

Pretty straight forward... deposited $500 worth of bitcoin, lost it. Logged in next day to $20~ bonus. Put $5 on roulette hit my number for $180. Went to deuces wild video poker and hit 4 deuces with ace for $2000. Cashed out $2000, account disabled pending verification. Sent requested verification documents (ID and mail addressed to me) 1 week ago and called to make certain they received it, which they did. They said originally it would be 24-48 hrs to review and reinstate my account. Over 7 days later, nothing. Sure feels like they’re trying to screw me. Any suggestions?

[Natty68]

More antics from Bovada. SMH

[Optional]

If you send in this form with your account details SBR can ask a manager to check what is going on for you https://www.sportsbookreview.com/sportsbook-complaint/

[4dueceswithA]

Thanks optional, appreciate you! Filling out the form now.

[4dueceswithA]

More antics from Bovada. SMH

Seems like a pretty common occurrence with them after doing some research. I understand KYC & AML and their “need” to verify. But a week to do so, especially considering they themselves said 24-48 hours, is pretty ridiculous. Poor customer service at best, crooks at worst.

[4dueceswithA]

Is a week plus typical for them to review documents? Anyone else had this situation with delayed review? They said 24-48 hours.

[Optional]

Is a week plus typical for them to review documents? Anyone else had this situation with delayed review? They said 24-48 hours.

It's longer than usual but not untypical for KYC.

If they are investigating collusion for example, they may have to review multiple hand histories, or could be just waiting for someone else to send in ID. It can take a couple of weeks or so sometimes.

I would not get extra concerned just due to the week.

[4dueceswithA]

I doubt they suspect any collusion, I had maybe 2 hours of total play time. Mostly video poker and black jack. No poker whatsoever. The cynical part of me thinks they’re just looking for any reason to deny me because I hit with the bonus funds and cashed out a net winner. The more logical side of me says it’s only 2k and peanuts to them. In either case, very frustrating and TERRIBLE service. Overpromising (24-48 hr verification process) and underdelivering (9 days in at this point since docs sent) is bad business.

[Optional]

Hopefully it just is bad service.

Could they be delaying approval of the withdraw due to wanting to make sure the deposit is good maybe?

Joining and cashing out 2 hours later is probably what set off the alarm to look at you by the sounds.

[4dueceswithA]

Well it was a bitcoin transaction and the account was active a few days, doubt that’s the issue?

Hoping you’re right about it just being poor service. Definitely haven’t done anything shady or against TOS.

[4dueceswithA]

Ok so this is getting very frustrating at this point. Nobody can tell me any information or give me any time frame. One of the CS reps told me “this is just the process we must comply with to maintain our gaming license”. When I asked for the name of the license issuer they hung up. Called back and the next rep told me they didn’t have a license. No explanation for why I’m in review or when it will be resolved. These people are thieves, plain and simple. They took my deposit no problem. Allowed me to lose it no problem. Then freeze my account with no explanation when I won fair and square and tried to cash out. This is 2 grand we’re talking about, thank goodness i didn’t have anything serious in the account and this happened on my first deposit. 9 days in now since sending my documents, still no response. I call daily.

[Optional]

Ok so this is getting very frustrating at this point. Nobody can tell me any information or give me any time frame. One of the CS reps told me “this is just the process we must comply with to maintain our gaming license”. When I asked for the name of the license issuer they hung up. Called back and the next rep told me they didn’t have a license. No explanation for why I’m in review or when it will be resolved. These people are thieves, plain and simple. They took my deposit no problem. Allowed me to lose it no problem. Then freeze my account with no explanation when I won fair and square and tried to cash out. This is 2 grand we’re talking about, thank goodness i didn’t have anything serious in the account and this happened on my first deposit. 9 days in now since sending my documents, still no response. I call daily.

Would you expect a police officer to give you the details of their investigation as it is in progress?

You don't believe me saying this is normal, you don't believe the CS people telling you this is just the process... why is that?

Starting to sound like you already know you have been caught and won't be paid.

[4dueceswithA]

9 days to “investigate”? Wth could they possibly be doing that takes 9 days? Would you not be upset that someone takes your money and doesn’t pay? Been caught for what? I don’t follow.

[Optional]

9 days to “investigate”? Wth could they possibly be doing that takes 9 days? Would you not be upset that someone takes your money and doesn’t pay? Been caught for what? I don’t follow.

After about 5 years of helping people with problems like this, no I would not be calling them criminals and acting like I do not expect to be paid.

But yes, I understand your frustration/worry getting caught up in this for probably the first time. 9 days is longer than anyone wants to wait.

But long story short, you're going to have to wait for them to complete whatever they are doing, and the SBR complaint should see an agent ask a manager to check whats going on for you, so if it is just slow service by someone, that should get addressed.

[Optional]

And honestly, it's probably not a great idea to call every day, especially if you are upset with them. it will not help hurry things up, they wont tell you what is going on, but it can make them suspicious of you. When you're dealing with security staff it's their job to be suspicious and their ass if they let people slip through who should not. No need to give them any more info than they ask for, or any reason to make your case stick out at all.

[4dueceswithA]

As aggravating as it is, I’ll just hold my horses and wait. Being a pain in the ass certainly isn’t gonna help my cause any, you’re right about that. Just mind boggling how these people do business though. I can understand verifying an account (I guess), I just can’t fathom what would take so long.

Thank you again for all your help and responses, really appreciate you.

[JAKEPEAVY21]

As aggravating as it is, I’ll just hold my horses and wait. Being a pain in the ass certainly isn’t gonna help my cause any, you’re right about that. Just mind boggling how these people do business though. I can understand verifying an account (I guess), I just can’t fathom what would take so long.

Thank you again for all your help and responses, really appreciate you.

I think that is a wise course of action...

while frustrating, you have no other choice but to wait for them to complete whatever "investigation" they are doing.

[newton0038]

Sportsbook payouts is like trying to get paid on an insurance claim. Neither are in any rush to pay a player/client. Neither make money by printing cheques. Stall the player payout and see if he gives us the the cash back, insurnace companies say lets go to court 18 months from now, and u better lawyer up.....to the tune of $10k

[4dueceswithA]

Beyond frustrating. Thankfully it’s not a huge sum of money and glad I had the good sense to try them out before making any sizable wagers. I guess this must be uncommon as they have an A+ rating on here, but I encourage anyone thinking about making a deposit on bovada or ignition to think twice and take their business elsewhere. Even if they do pay, this service has been absolutely horrible. I really enjoyed their site and intended to play at much higher stakes. I will heed everyone’s advice though, let them finish their review and reserve judgement until we have an outcome. But in any case, buyer beware. Their service SUCKS and they are just like an insurance company. Looking for any reason not to pay on my bonus win. One of the cs managers said “it appears you’re using a VPN” (I’m not). Was curious why they’d even ask that as I logged in from my home computer ONLY. Sure enough that voids a win after reviewing their TOS. But I digress, let me not by cynical and wait for the outcome.

[4dueceswithA]

I think that is a wise course of action...

while frustrating, you have no other choice but to wait for them to complete whatever "investigation" they are doing.

No choice unfortunately. But would you not be upset if someone took your money, refused to pay you when you win fair and square, said it would be 24-48 hours and 10 days later still hasn’t gotten a response? I’m not asking them to crack the Mayan code. They need to look at my drivers lic and make sure it matches my account (which it does). Ridiculously terrible service.

[4dueceswithA]

10 days and counting. Still no progress. So much for 24-48 hours.

[JAKEPEAVY21]

No choice unfortunately. But would you not be upset if someone took your money, refused to pay you when you win fair and square, said it would be 24-48 hours and 10 days later still hasn’t gotten a response? I’m not asking them to crack the Mayan code. They need to look at my drivers lic and make sure it matches my account (which it does). Ridiculously terrible service.

of course I'd be upset but you have no other choice unfortunately

[KittiP]

From what you wrote it doesn't seem like you did anything wrong.

So I'm with you 4dueceswithA, on this one.

They are being unreasonable and holding your money just because they can. But this happens all of the time, you may as well just patiently wait out the process and deal with whatever happens calmly and logically.

[4dueceswithA]

Day 11. Still nothing. Anyone have any suggestions for getting them to move faster?

[4dueceswithA]

Day 17. Emailed me to say the pics of my ID and utility bill weren’t clear enough and to resend them (which I did). Still no further response or action.

[balcbriana]

And honestly, it's probably not a great idea to call every day, especially if you are upset with them. it will not help hurry things up, they wont tell you what is going on, but it can make them suspicious of you. When you're dealing with security staff it's their job to be suspicious and their ass if they let people slip through who should not. No need to give them any more info than they ask for, or any reason to make your case stick out at all.

Yea you have to listen to them while ignition takes your money. Cheating ass thieves

[SBR Forum]

Thanks for sharing. We've asked for comment from Ignition.

[4dueceswithA]

Thanks for sharing. We've asked for comment from Ignition.

Thanks so much, really appreciate you guys. I’ve taken everyone’s advice and stopped contacting them while I await a resolution. I’ll withhold further judgement until we hear back from them.

[4dueceswithA]

Update with good news!! THEY PAID ME TODAY!! No explanation for why this took so long or what the initial issue was, but I wasn’t about to stir up the pot. So after all is said and done, they’re just slow and have poor customer service but are not thieves. It’s a good day in ignitionland! Thanks SO much for everyone who commented and the mods who looked into my complaint. Appreciate you all!

[JAKEPEAVY21]

good to hear

[Optional]

Update with good news!! THEY PAID ME TODAY!! No explanation for why this took so long or what the initial issue was, but I wasn’t about to stir up the pot. So after all is said and done, they’re just slow and have poor customer service but are not thieves. It’s a good day in ignitionland! Thanks SO much for everyone who commented and the mods who looked into my complaint. Appreciate you all!

That's good news. Thanks for updating us.

[4dueceswithA]

So another quick update... decided to leave $500 to play with. Immediately hit a royal flush for 4k lol. Safe to say I forgive them.

[KittiP]

Did you manage to withdraw that?