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Mason Slots - Deposit and RG

Ruling

Found for the Player - A minor miscommunication about withdrawal policies is not grounds to seek to invalidate losses where no other efforts have been taken to resolve the issue.

Read our Mason Slots Casino Review.

Player's Complaint

Goodday

I regestered at The Mason casino some days ago and started to play.

To be able to log into My account I always needed to deposit at least 20 euro!! Just to get into My account. I won a lot and that didnt help I still needed to deposit 20euro to get to My account. Of course I pointed that out in The live chat and on mail but on help.

When I won a huge sum around 30000 euro I wanted to withdraw that but The casino referd to their limits.... I was nervious that My money should some how disapear, I could not check on My account if I didnt to continue to deposit at least 20 euro every time...

I asked what Will happen If I close down My account? The answer made me even more worried cause The agent wrote that I must withdraw all My money before closing down otherwise it could be challencing to get My money.... I fw screenshots at that conversation.

I also got a mail tellning that they had not said that to me....

All this together made me very angeous and worried... So that led up to My playing My hole winning... But If I had got The right and true info I would have closed down My account and had My money.

I also by My lawyer friend tried to make a fare settlement, to get Mason to pay me back My deposits to check My account and to get me half of My winnings back. They just closed down My account and refered to gaming Problems and thats not at all true!! I have been playing since 2013 on online casinon so there are no such Problems.

I Please need help to sort this out.

I think The casino own me 27000 euro and all money I deposit just to reach my account.

If you need I can send all mail conversation. I now just fw some of it.

We had also in mind to contact MGA. A casino cant treat there players like this.

I hope you can look into this

Sincerly

I sent in screenshots in a mail to you. Screenshot that proof what agent wrote about closing My account.

I did know how to upload it here

Read the casino review

4 Responses

thepogg
July 9, 2021

Hi Sigridhj1012 - welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

Unfortunately there is nothing we can do to assist you in this instance.

Firstly, where you have chosen to play with and subsequently lost funds, there is no claim for us to make. Had you won you would not be looking to return the winnings, so losses also have to stand. Your complaint needs to be made at the point where you have a live balance, not after you have played it down.

Secondly, the information the operator has given you is correct. If you close your account you will not be able to submit further withdrawal requests. That is normal with any standard account closure. If you meant to ask about self-exclusions - a responsible gambling based account closure - that is managed under a different protocol and withdrawals would have to be processed by the operator automatically in line with their payment limits. Self-exclusions are a specific type of account closure and the agent would not provide information on a self-exclusion if you have simply asked about a "closure".

Moving on, the operator has a responsibility to close the account of any player who has given signals that they are not in control of your play. Your claim conflicts with itself. On the one hand you are claiming that you have been playing for nearly a decade and do not have a gambling problem. On the other you have gone to the operator looking for a refund on the grounds that you played down your balance because you could not control your play without your account being closed. The latter is, regardless of your feelings, a very clear indiciator of problems and as such the operator were obliged to close your account at this point.

Finally, you can log into your Mason Slots account without depositing. The process is a little convoluted - you have to enter into the standard BankID log in and exit back out - and this group should seriously consider improving it as it is causing player issues, but you do NOT have to deposit to log in.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of further help.

ThePOGG

Sigridhj1012😅
July 9, 2021

I belive you have missunderstand me. I asked how it Will be If I close down My account and then The agent gave me wrong info. I sent you a screenshot of what he wrote. He told me that I must withdraw My fonds according to there limits and after doing that I could close My account. But he gave me The wrong info, according to there terms and conditins I had been able to close My account and they have paid out My money with in 5 days. Its a big differece between what he told me and what I later read in there terms. There are also proof of what he write and that I sent to you.

And you are also wrong about The deposit, its not possible for me to log in without a deposit. I talked with The bank today.

Yes I been playing for long and I dont have a problem I do test regulary. This happend only cause I become so stressen due to The wrong info I got nothing else. I got hart problems due to this and doc also said this was to much stress with The wrong info they gave me. Please red The message I recived from The casino agent its not at all The same as The terms says... This is not right to give out lies to The players. Im sorry If I dont write so good english so I can make you understand me.

But this is all happen due to wrong info from agent

Sigridhj1012😅
July 9, 2021

Please just read The screenshot I sent them yesterday on mail!

thepogg
July 11, 2021

Hi Sigridhj1012,

No I haven't mis-understood you.

On the one hand you are saying that you are not a problem gambler and on the other you are saying that being told that you needed to withdraw your funds before closing your account was so frustrating that you could not control yourself and played down your balance. If the latter is true, so is the former. That being the case I would again encourage you to see help from BetBlocker or other relevant responsible gambling support agencies.

A standard account closure would not result in all of your balance being paid out at once. Any balance you had would still have to be paid out in line with any withdrawal limits. Otherwise any player could simply close their account to bypass withdrawal limits.

However, even if an agent has given out some incorrect information, this does not justify the position that you are trying to argue - that being that you should have been allowed to gamble, if you won keep the winnings and if you lost lay responsibility for the losses at the door of the operator. You made the decision to wager. If you were having a disagreement with the operator regarding withdrawals or account closures you would need to have approached us before playing with and losing your funds, not afterwards in an effort to invalidate losses.

I'm sorry there is nothing further we can do to assist you.

ThePOGG

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Agreement

Sigridhj1012😅 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Mason Slots
  • Malta Gaming Authority
  • N1 Interactive Ltd

July 8, 2021

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.