So as far as moderators go I see there’s a manager named William who seems to have gone AWOL since March hopefully all is well with him but who’s the acting manager now and why don’t they shed some light into this matter. And how is it that all moderators seem to be able to come up with there own rules of policy regarding disconnection protection?? Policy’s and t.o.c tend to be Black and white and many shades of grey (thanks to lawyers) but that being said they seem to not even be coached by a lawyer at all if they even know the policy at all. I personally have read re read and googled terms and context (it was unnecessary considering it’s pretty simple) nonetheless it is not being properly applied by moderators for customers
Hi @Anmiac3796,
Yes, we do have a Forum Manager. Whenever you encountered an issues we were able to provide assistance. In regards to your Poker Issue, this was moved to PM as it contains account info.
What ever information is provided in the chat I pasted below I am ok with being viewed and see no security risk and if any should arise I accept responsibility thank you
Provide assistance I don’t feel I’m being provided adequate assistance as I’m not understanding upon reading the disconnection protection policy and terms of use section 2.5 I see no where that it states that the entire table has to experience d/c to qualify or that it has to be your software and not my internet to qualify! “Quote” me where your getting these hocus pocus rules and conditions that your coming up with as you go! 1 time per player per table that’s it so I was disconnected and I have not received a ticket for that table I can qualify and so can anyone else who was in that table that experience disconnection and was unable to get back in for whatever reason nowhere does it say it must be your fault. Even though I like many others still believe it’s 100% ignition’s fault with crappy software but nonetheless where does the policy exclaim this!!??
06:25:12ANTHONY
You’ve joined the chat.
06:31:51Ulises
joined the chat.
06:31:51Ulises
Thanks for contacting us. My name is Ulises. Sorry about the wait. How are you today? Tell me how I can help.
06:32:43ANTHONY
Hi
06:32:54Ulises
Hi Anthony, Good Morning
06:33:06ANTHONY
45612592
45612275
45611959
45607897
45607727
45604791
45601379
45601196
06:33:28ANTHONY
I had disconnection issues in these games
06:33:37ANTHONY
Jack pot sit’n go
06:35:09ANTHONY
…??
06:35:29Ulises
Thanks for confirming your identity.
06:36:12ANTHONY
No problem and yes you may take your time looking into what ever you need to
06:36:58Ulises
Please let me check
06:37:07ANTHONY
Of course
06:39:54Ulises
Thanks for holding . Review your account and you chatted before for the same reason and you was told that there was no issues at our end.
06:40:13ANTHONY
No they weren’t reviewed
06:41:00ANTHONY
And I have your disconnection protection policy up right now and by its terms stated the tables numbers provided qualify
06:41:53ANTHONY
Your cash is on the table and you are about to make a move but you are suddenly disconnected. What happens next? No worries – our disconnection protection software, which identifies poker players who have been disconnected from our game server, has you covered.
06:43:03Ulises
I do understand, but disconnection like this is because your internet not about the sofware
06:43:29ANTHONY
Where in your policy does it say anything about it having to be a problem with your software and not my internet
06:44:22ANTHONY
Even though that’s a load of:poop: and everyone knows your software is 
in specific where does the policy quote that it must be an issue with your software and not on my end
06:46:06Ulises
Sorry Anthony i highly recommended check your internet provider , as well as you was told before clear cache and cookies as well try to download the software again
06:46:11ANTHONY
I have spent a good amount of time pouring over it and the terms of use as it pertains to sec. 2.5
06:46:38ANTHONY
No quote to me in your policy where does it state that it must be an issue with your software and not my internet!!!
06:47:42ANTHONY
Quit hiding and dancing around my question I want cold hard facts copy and paste the section in the policy that says that!
As per our terms in 2.5
“In the event of a system lag not attributed to us (regardless of the cause), if you do not act in the specified time period, the hand in question will be folded unless the hand in progress is checked to the player and no other action is required. In the event that the access disruption is due to a systems issue within the Ignition Poker system, the game will be restored as soon as practicable and the game shall proceed. If restoration of the game is not possible, players will be refunded all bets from the disrupted hand.”
You will be folded in a cash game if you experience any disconnection and don’t act in the appropriate time. Meaning your funds in the hand are loss and the disconnection would lead to the rest of chip stack being removed from the table so that you aren’t forced to lose any other blinds.
The second half of the term refers to “systems issue within the Ignition Poker system” meaning only if it is an issue with our system; and not an individuals device or service is when all players would be refunded following our cancellation policy here if in a tournament
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I had pictures of the sit n go literally not letting me see my cards and also skipping multiple hands super fast and sometimes not even letting mt connect to it the whole time while I was with chat support sending a screenshot every second and they still told me to pretty much f off and wouldn’t reimburse me even though it’s on their end… I lost hundreds because of them and spent tens of thousands here and they refuse to even own up and reimburse me.
I also know it wasn’t me because I have fiber internet and everything else was working and 99% of my sit n go games usually had one person AFK which told me they were having issues as well.
With all the money igntion makes you think we would get a good server and good customer service… Customer service gets 0 stars from me.
2 Likes
Hi @Cortdoggy
Can you send us a PM here with the screenshots and tournament number. We’ll be happy to help out
That’s not what it means at all
Remember, if you are still connected but don’t make a play in time, this type of protection doesn’t apply. You will time out of the hand and automatically fold. If this occurs during a tournament, you will be placed on ‘Auto Fold’, and in cash games, you will be placed in ‘Sit Out’, until you come back to the table.
Meaning:
(if you’re connected and allegedly able to take action bet/check/fold you’re hand will be folded and placed on sit out; Incase you’re connected and went to the bathroom or answer the door for the pizza guy w/e however this doesn’t qualify you for disconnection protection)
Disconnection Protection for Cash Game, Sit & Go Tournaments and Jackpot Sit & Go Tournaments:
If you are disconnected during a hand, the software will detect your state and you will be awarded with an added 30 seconds to act. If you successfully reconnect within this timeframe, the table and/or tournament you were playing in will reappear automatically (if it isn’t already open), and you’ll have 30 seconds to act. If you do not act within this timeframe, your hand will check/fold.
Meaning:
(If there is some reason you are disconnected from ignition you’ll have 30 seconds to get back into the room if you’re able to do so you’ll have 30 seconds again to make you’re move if you still fail to take action you’re hand will either check or in case a bet was placed it’ll fold to prevent you from loosing chips. But that’s a safety Incase the problem can be resolved if it can and does resolve you don’t qualify for protection!)
The only instance where a player is given extra time to act is if they are disconnected from Ignition Casino’s poker software. Should there be a system delay not attributed to Ignition Casino, regardless of the cause, if a player does not act in the specified timeframe, their hand will be folded. If a player is disconnected during a hand where the action is checked to said player, the hand will be checked unless a specific action on the part of the player is required.
Meaning:
(If the player is given that time (player 1 is disconnected allowing 30 seconds to reconnect) it’s because the software has detected the player has lost connection to ignition. However if you are experiencing lag due to internet strength fluctuation due to signal/running to many programs/old device/whatever and the player doesn’t take action no time is awarded and the hand will be folded. However if experienced a disconnection and no action is required like calling a raise/bet you’re hand will remain in play and check until a cash choice needs to be made! Therefore if unable to reconnect in time you qualify for protection!)
So meaning clearly the fault is of ignitions if the 30 seconds were awarded and not yours in fairness if you are answering the door for pizza or ran to the bathroom as long as you don’t have to bet you’ll stay in the game but if you need to wager you’ll be folded and sit out to save your money as best as possible
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Here’s another question again why is it that one table will run fine but another will freeze completely how’s that player end issue it should affect all my games if its me!?
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The truth is the disconnection happens all the time and they cant fix it and it does affect gameplay. just play elsewhere my advice
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if they wont refund .50cents when im disconected twice in a sit and go what do you think they will do when your in a 100$ sitn go and are disconected csausing u to lose?
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That isn’t accurate at all. We will always review any and all disconnections that occur during anyones play and take appropriate action
I agree, I have the same problem, it’s annoying and have lost a lot due to this.
For the last 7 days I run into disconnection issues between 930 and 1030pm. normally I usually play around 730pm till 1230am. I have been folded out of a set on the river and kings full on the river with sig money already in the pot. Im to the point that im just going to quit as soon as a hint of issues start. I have cleared my cache and reinstalled the software multiple times and it just keep happening its very frustrating. Is their any way to fix this I have been playing here since black friday when it was called bovada. They have had issues like this before in the past and it has taken months before they fixed it. Please if you can help give me some suggestions. Thanks
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Ok why am I told in a private chat my disconnections won’t be reviewed with out video or picture proof I can screenshot this conversation for you
And also my previous comments been ignored I have a whole list of disconnections and I’ve submitted an email to the address provided like you guys put me on some black ball list because chat support won’t even touch it they dance around the questions and say to try emailing which surprise week later now nothing back
Another comment attempted to be hidden
Any information thought to be private in this comment I am okay with being publicly displayed and do not wish to have it removed or transferred to a private forum.
I’ve reached out to the email address I was provided to try and resolve these problems and I’ve received no answer a week later where does that go to the furnace? And yet here I sit still being denied disconnection protection that I clearly qualify for because of some made up clause you choose to enact. Based off my comment stating I would record my games to provide proof that these issues exist. Nowhere is it posted that is REQUIRED inorder to receive reimbursement under this policy!
Jenny
Forum Moderator
1
15d
I went through all the Tournaments you listed and this is what I found:
47412621 - No issues found - finished with with One pair [Kd Td - 4s 4c Kd Jd Td]
47412752 - No issues found - Dealer Total: 320 HI: (320) with Straight [7d 6c - Ts 9d 8s 7d 6c]
47412959 - No issues found - finished with One pair [Qs Ad - 2h 2d Ad Kc Qs]
47414197 - 1 disconnection found - You were able to get back into the table and finish with One pair [5h 5d - 5h 5d Kh 8h 7c]
45612345 - 3 disconnections found - You were able to get back into the table and finish with High Card [8c 9c - Jh 9c 8c 7s 5s]
45600969 - No issues found - finished with with One pair [As Td - Th Td As Qc Jh]
45601027 - 1 disconnection found - You were able to get back into the table and finish with Two pair [2s Kh - Ah Ad 9h 9d Kh]
45603858 - 3 disconnections found - You were able to get back into the table and finish with Big Blind Total: 20 HI: (20) with Two pair [7d Kc - Ks Kc 7d 7c Qd]
45608830 - 3 disconnections found - You were able to get back into the table and finish with Big Blind Total: 1240 HI: (1240) with Full House [Qh Kd - Ks Kh Kd Jh Jd]
45612592 - disconnections found (buy in $0.50)
45601104 - disconnections found (buy in $2)
45601196 - disconnections found (buy in $2)
45601379 - disconnections found (buy in $2)
45604009 - disconnections found (buy in $0.50)
45604366 - disconnections found (buy in $0.50)
45604494 - disconnections found (buy in $0.50)
45604551 - disconnections found (buy in $0.50)
45604791 - disconnections found (buy in $2)
45604551 - disconnections found (buy in $0.50)
45604791 - disconnections found (buy in $2)
45607727 - disconnections found (buy in $7)
45607897 - disconnections found (buy in $2)
45611959 - disconnections found (buy in $2)
I refunded the Tournaments Tickets were you had issues and was not able to connect back to the table. As explained previously, if this issue was from our end, all players will be effected and not only you. It is highly important that you carry out the troubleshooting steps we suggest. In addition, when you have an issue, please stop playing and report the issue straight away.
Going forward, we will need more evidence before refunding any tickets, therefore, when you encounter an issue, please take a video/screenshots and send them to us as soon as you can.
So Kareem here in public why is it that my account is specifically being chosen to provide proof which is your job to find and proof doesn’t matter what matters is the disconnection occurred entitling me to a refund which you refuse to do
After all I’ve read as I’ve displayed above your disconnection policy and you guys are playing loose and fast with the rules nowhere in the does it State anything that you were requesting of me to be required
I think the thing to bear in mind here is that we see all players activity, if you are the only player that is continuously being disconnected then the issue isn’t from our end. We review all games on a case to case basis and take action depending on the outcome of the results. We are not able to provide continuous refunds should the issue not stem from our software.
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I have had disconnection issues but will say that I have had 4 or 5 $100 jackpot sng refunded to me due to the sng never loading and then clearly seeing I was never able to play a hand.