Complaints and Dispute Resolution

We aim to resolve every player issue at first contact. When that isn't possible, this page sets out a clear, written path for raising a complaint — what we'll ask you, who looks at it, and what to do if you still aren't satisfied. Following the steps below gives the fastest result.

Step 1 — Open a Support Ticket

Start in your account: click "Help" in the cashier or footer, then "Submit a request". Choose the closest category — account, deposit, withdrawal, bonus or game outcome. Attach screenshots if you have them and include the date and time of the event. A reference number is generated automatically.

Our standard reply window is 24 hours on weekdays and 48 hours on weekends. Complex cases involving payment investigations or game logs may take up to 5 business days; you'll get an interim update at 48 hours either way.

Step 2 — Ask for a Supervisor

If the first reply doesn't resolve the issue, reply on the same ticket and ask for a supervisor review. The case is reassigned to a senior agent who can override the original decision and access game-server logs, payment provider records and KYC files directly. Supervisor reviews are answered within 5 business days.

At this stage we'll usually give you a written summary of our position — what we found, which clauses of the Terms and Conditions apply, and whether we are offering an adjustment.

Step 3 — Formal Written Complaint

If the supervisor reply still doesn't resolve the matter, you can file a formal complaint by emailing the address listed in your account dashboard under "Compliance contact". Include your username, ticket reference, a short summary and the resolution you want. We will acknowledge within 3 business days and reply on substance within 14 days.

Step 4 — Escalate to the Licensing Authority

If 14 days pass without a substantive reply, or you disagree with our formal position, you can escalate to our licensing authority — the Government of Curacao. They run a complaints process that accepts written submissions from players. Provide them with our ticket reference and the formal written reply we sent. They will contact us directly for the operator's side.

An independent alternative-dispute-resolution (ADR) provider is available for game-fairness and payment disputes. Details and the current ADR contact are on our Terms and Conditions page; please use ADR rather than chargebacks while a review is in progress, since chargebacks freeze the account and slow the resolution.

What We Need From You

Bring receipts. The fastest cases are the ones where the player attaches: the exact time of the issue in their local time zone, screenshots of the game screen or cashier message, the transaction ID for any deposit or withdrawal involved, and the email address the account is registered under. Vague complaints take longer because we have to ask for these basics first.

What We Cannot Resolve Here

This process covers disputes about your Ignition account. It does not cover problems with your bank, card issuer or crypto wallet — those belong to your payment provider. If a deposit was deducted by your bank but didn't credit your account within 30 minutes, raise a support ticket so we can trace it; do not chargeback while the trace is running.

Responsible Gambling and Self-Exclusion

If your complaint relates to a problem-gambling concern — for example, you played beyond a limit you wanted to keep — please mention that in the ticket. We will pause the account, refund any open bonus stakes where the terms allow, and walk you through the self-exclusion tools on the Responsible Gambling page. Free, confidential help: 1-800-GAMBLER and the National Council on Problem Gambling.