It happens when I play the jackpot and go!
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It’s ok, we can go through your hands, I’m sorry this is happening to you and we will provide an update on Monday.
Could I receive one of them free poker tickets in the meantime?
we’ll be able to look into compensation after your hands are reviewed 
Yea ok
They tell me it’s my internet but can play any casino won’t even let me play one hand of this tournament. Last week the dumbass gave me tournament tickets for tourneys I wasn’t even in. Like who runs this 3 ring circus. RUN AS FAST POSSIBLE FROM IGNITION CASINO
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Happens to me too
Here’s another crazy situation where I got froze out and because it doesn’t say disconnected it doesn’t qualify?? Even though I fold every hand and the last one says all-in there’s no issue there!?
Hi @Anmiac3796,
You had one disconnection with this Tournament Number 49127496 and finished with Two pair [2c 6d - 7d 7c 6d 6c Qc]. As for this 49128528, I am not seeing any issues and you finished with High Card [Kh 8s - Ah Kh Jc 9c 8s]
I issued a refund for Tournament Number 49127520.
Anmiac3796
5d
I didnt play either of the 2 $.50 games it played as I could do nothing
Anmiac3796
5d
And that ending hand shows all in because that’s what it does when nobody plays the hands!
Jenny
Forum Moderator
5d
Since we are not able to see any issues from our end, we are not able to issue any further refunds.
Anmiac3796
1m
Are you serious that’s crazy
15:03:39ANTHONY
You’ve joined the chat.
15:08:29Mauricio V.
joined the chat.
15:08:29Mauricio V.
Thanks for contacting us. My name is Mauricio V… Sorry about the wait. How are you today? Tell me how I can help.
15:08:31ANTHONY
disconnection issues on these games 47010656.
47010639
47010656
15:09:07Mauricio V.
I’ll be happy to check if there’s anything we can do for you in this regard
But first, for security reasons, can you please provide me your 4-digit pin and your date of birth?
15:09:32ANTHONY
I did
15:10:15ANTHONY
15:10:16Mauricio V.
Thank you so much for verifying your account.
15:10:23Mauricio V.
I’ll be happy to check, allow me 2-3 minutes to verify.
15:10:29ANTHONY
Yes take your time
15:11:16ANTHONY
Specifically 639 you see after my first hand it folds every single hand just about after that
15:15:18Mauricio V.
Thanks for waiting, I checked the tournaments that you sent me and I did not find a disconnection in our end I recommend that you try the following:
-Please try cleaning cookies and cache.
-Please use Google chrome in order to login to the account.
-Delete the browser history since the beginning.
-Turn off the WiFi and turn on the mobile data.
-I suggest you to please disconnect the router for 90 seconds and let it rest and finally turn it on again.
-Try to use a different device.
-Try to use the incognito/private window.
15:16:25ANTHONY
How if the screen freezes?! Your trouble shoot steps solve nothing !
15:18:01ANTHONY
I have a forum going where there are a bunch of other players agreeing it’s your software if it was me everything else would freeze also but only this site and not even every game freezes it’ll be 1/3 rooms playing will freeze and that’s my end?
15:18:43ANTHONY
I’d like to escalate this, can I get a supervisor
15:21:39ANTHONY
??
15:21:51Mauricio V.
I respect your request, but at this time there are no supervisors available
15:22:44Mauricio V.
you can download the history of your hands and you can send it to us where you can show that you had any disconnections
15:23:47ANTHONY
You see nothing wrong with folding every hand
15:24:24ANTHONY
And the last one with either enough to call the ante or less then it says all in of course!! And it plays that hand through
15:24:37ANTHONY
When’s a supervisor available?!
15:25:22ANTHONY
There should always be someone available to escalate how do you not have a supervisor on staff at the moment?
15:25:25Mauricio V.
Sir, I can see that you played the hands normally in some you bet in others not
15:26:00Mauricio V.
I can’t give you an estimated time for that
15:26:17ANTHONY
Ok specifically ending in 639!
15:26:29ANTHONY
You see nothing wrong with that hand?
15:26:40ANTHONY
Game table match the whole thing
15:26:48ANTHONY
Really?!
I’m going to add the events of each table every play as well and you tell me if I’m wrong for thinking this is bull or that I’m sorry to say but Im getting to the point where uneducated is how I would describe the level of intelligence regarding some support and how do you not have supervisors the guys ignoring me with chat open still!!
I get these same canned responses a lot from live chat agents. They are all prepared statements they copy and paste. They address virtually anything you ask about it
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As we stated through PM, we’ve reviewed these games and didn’t see you having disconnections on our end for 2 of them. We did provide a refund for tournament with reference 49127520 as we did clearly see you disconnected from this one.
For tournament with reference 49128528 we clearly see you play your hands after being disconnected for one hand. You lost having K8 and going all in against QJ suited. This wasn’t an issue of you being disconnected, and you did go all in with 83% of your chip stack.
For 49127496 we do see you folding, however, again there’s no disconnections to be seen. If you do have some form of proof that you were disconnected from this tournament we would be more than happy to look at it, but without any proof of this we don’t see any at the moment.
We did provide compensation for the tournament that was clearly affected, and one that you are claiming was a disconnection issue was clearly not so.
These issues are horrendously abundant during tournament series… in a single 6-12 hour session, it’s not uncommon to have to close the software out and reopen it 3-7 times if you catch the freezes in time…
Playing jackpot sit and go’s on mobile has been painful for years. Don’t matter if on chrome, samsung internet, edge, safari… nearly always have lag and disconnects after the first jpsng played. You can nearly forget playing jackpots with tournaments on mobile, you’ll wreck your whole experience.
I’ve made note of this after the last 2 series to the moderation team here and in live chat. It’s been witnessed on streams, even with ignition partnered streamers, and still no interest in getting issues fixed.
Like, the hand history button on a table, still can’t connect to the server in the software. It’s been a year, and these issues still persist.
2 Likes
I have a quick question on similar topic. I usually have 2 + games on jackpot sit & go. You guys can see the disconnect on one game, however not on the games that are open on the same tab.
I always get the story those weren’t disconnected. Well, let me ask you this. When you limit upto 4 games and I play 2 or 3 games based on your terms amd disconnected that is not my computer or phone issue. On top of that, when one game is disconnected the other games are effected as well, i have no choice but to reset the phone in order to play. When this happens i have to come back on and some clear cache and lose the lead and play catch up.
How are you guys not seeing the disconnects on other games when they are all open on the same page on my phone?
I play $20 $60 $100 games… I mean getting lagged out on $60 $100 or even tournaments are bad enough and on top of that you’re telling me that other games weren’t disconnected?
I’ve been compensated on the disconnects and I think couple on other games but I was not compensated for many more.
We all know this has been going for a while, I’ve asked each individual time, how are you not seeing the disconnects on other games? I still have not received an answer.
Would you help me understand?
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I’m fairly new to Ignition, started to play early December 2021 and I made titanium reward level. I am not lying to you guys, I just want want you to get this fix so I don’t lose the game I am playing. On top of that you need proof because you do not believe us. Have you ever considered we cant prove the bug or the issue because it is your system error that is not showing the disconnects? Every time I make a claim I get treated like a liar… I am sick and tired of losing games and on top of that making me feel like I’m the wrong here.
The past is the past, I just want you guys to acknowledge issue and fix it. So I don’t have to deal with this anymore. Thats all I am asking from you, but when you don’t acknowledge there is an issue this will never get fixed.
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I have to comment here. Let me ask you a question. We can see exactly what you can see, however you have not experienced during the disconnect if multiple games are open.
The games unplayable and most of the time we are frustrated the games has been interrupted. The issue is not about the other games being disconnected.
First thing you should check is the fact was the other games being played at the same time. If it was you should understand it’s not just one game that effected, its all games at that time.
We keep playing because we love the game hence why we are here… we should not be treated like this if you guys are simply going by report, not even looking at the times the games were going on. That should give you something to think about.
I am not sure exactly what happened here, but if you look at the times, on my issues they were all being played at the same time. Maybe this incident as well.
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Hi @Seoulja,
We’re sorry to hear you were having issues while playing. Please feel free to send us a PM and provide the Tournament Numbers you had issues with.
I concur that I have been disconnected on multiple jackpot sitngos. Even a few $100 ones where I wasn’t able to play a single hand. I was compensated for it. So no big issues.
But this also happens to me fairly regularly. Where I have to refresh because the table timed out without me noticing for a second because the other players timer was counting down. After refreshing it usually says Sorry invalid ID. Now I have to refresh it again just to finally get the lobby loaded but I have to wait for the orange number on the top right of the screen so I can click on “take my seat”.
After all the it loads fairly slowly and even though I’m full screen on landscape mode on my iPad, it tells me I have to scroll up to make it load. Then it takes its time to get to 100%.
Now I’m good. Hopefully. After all of that. I’m down to 2 BB’s because the other person went all in early, lost and now the other guy is just raising every hand to get my uncontested chips as fast as he can before I can get back.
That’s usually how it goes for me. This has happened on Wi-Fi: Cellular: using Chrome: Safari: :Firefox before cleaning my cache and history and after: on iPhone6+ iPhone 8+ MacBook Pro Dell laptop running Windows 10
3 Likes
Been dealing with it since 2019, multiple different phones.
I dont have any issues, but I wanted to say something based on what I was reading. This is not even my claim, but I felt the frustration from the player since that’s how I felt on my claims.
The disconnection typically happen when you have multiple tables open. When one game is disconnected typically other games are effected
How are the other games not effected is my question.
The thing is we can’t back up our claims since the report only show 1 disconnect not multiple, limiting us providing justification on other disconnects.
How can we provide proof if your report only show 1 disconnect when there are 3 games that dropped at the same time?
Again, this is not even my claim, but I feel poor dudes frustration. If it was my claim I would just sound like a liar who wants free tickets. I dont know really which tournaments I had issues with, that’s not why I’m here. Just wanted to share my story which aligns to this poor dude claims.
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