Table never appeared, remained black and I was blinded out

Poker Sit & Go
#1

I registered for a $50+$2.50 SNG #50623580 and was unable to play a single hand while the other player stole my blinds until I lost. The table would not load. When I clicked “Take My Seat” the table window would open up but was all black and the table never loaded. I am requesting a refund of my $52.50 entry fee.

Screenshot:

table wont load
table wont load1810×648 102 KB

2 Likes
#2

Made first deposit a couple days ago and have experienced what can only be called a complete mess. First few games were OK, last three have been awful and I’m afraid to play again. Multiple disconnects, missed the entire first round of blinds, came back into a nut flush hand that was mucked during disconnect, etc. My funds are all tied up in a bonus first time buy in program, so cant even withdraw and stop the bleeding.
Was luckily able to cash in one of the last three games played, but the other two were clearly compromised and Ignition should ABSOLUTELY refund the small amount back to my account. The prospect of being able to play live money online poker again here in NH after the big ban years ago was exciting. This is a mess and giving away hard earned money on malfunctioning gaming platforms is an awful feeling. Please help!!!

1 Like
#3

First off - I want to say thank you to Ignition for crediting my account with a tournament ticket to cover my loss. It is much appreciated.

However, I don’t think customer service should be blaming the customer during these site issues and telling us to reset our modems and clear our cache when the issue is not on our end. I have been a Bovada and Ignition customer for 10+ years and have never experienced issues like I have recently. At the bottom of my post I’ve included the full response I received.

  • The email assumes I was using WiFi when I was not. I was connected via Ethernet when this happened. I also tried to login via my phone via 5G (not WiFi) and could not connect that way either
  • The customer service email assures me that Ignition was experiencing no issues at the time. Ignition has a message on the frontpage of their website saying they are experiencing issues and just sent about a message about the DDOS issues going on.
  • The customer service email says if there were issues then everyone at the table would be affected. That is clearly not the case from many other posts on this forum about similar issues. Some players can keep playing while others cannot. After weeks of dealing with this issue I would hope Ignition knows this.

Thanks again for the credit. I am going to refrain from playing until it seems like these issues are resolved. Please consider how you are responding to your customers and stop putting the blame on us. Best of luck getting these issues resolved.

Thanks for contacting Ignition Casino Customer Service.

I’ll be more than happy to look into this for you and I do regret to learn that you were experiencing issues to access this tournament.

A review of your account shows that you were indeed experiencing disconnections in the Jackpot Sit & Go - $50 + $2.50 Tournament with Tournament Number 50623580. I can assure you that we weren’t experiencing any issues with our connection. If that were the case everyone at the table would have been affect not just you alone.Although, you were not able to access the tournament, I’m seeing that the other players were able to complete the tournament with no disconnections. I know how annoying disconnections can be but this is unfortunately an unavoidable part of online gaming.

In the future, if using a Wi-Fi connection it would help if you power cycle your modem or router to refresh your connection. Doing this is easy with these steps:

  1. Unplug your modem and router to turn it off.
  2. Wait for a few seconds before turning it back on.
  3. Wait for your modem or router to be completely connected.
  4. Once this is done, you can connect your computer back to the internet.

You can also clear the cache and cookies on your computer to help avoid or minimize this problem in the future. Click here for easy steps on how to do this depending on your browser.

As we do appreciate you as a loyal customer and your patronage with us, I’ve gone ahead and re-issue a Any $50 + $2.50 as one-time exception.

I hope I assisted you well today!

We’re available to help 24/7 if you need anything else.

Thanks,

Ignition Casino Customer Service

1 Like
#4

yes i agree those responses need to cease,

#5

I can testify to the same issues. I played on June 4th and signed in with ID and password. Signed up for 2 games and when they opened I could not access the table. The notice came up and said “your ID and/or password is incorrect. Try again. If still a problem contact customer service”. This had happened before but would correct with a couple of tries. Didn’t this time. Just got blinded out. How can my ID or password be incorrect? I had to use that to sign in! Rebooted the computer more than once. Also ethernet connected. So I tried Live Chat. Says they are having multiple issues and may be a while. Never says how long. I watched the game until I was gone (45 minutes) while trying to get a Live Chat. Never did. So I sent an email. Got a response today. It said, oh, that is a problem. You should contact Live Chat. bye. WTF?! They have an email contact and the reply from that is to use the Live Chat? Why have the email contact at all? I am hoping to get an actual response from Ignition but they probably will tell me it was my fault…since everyone else at the table got in. Must have had the right ID and password.