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Mason Slots – ID Verification

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.

Read our Mason Slots Casino Review.

Player's Complaint

Hi Not sure if you can help. I joined Mason Slots last night and deposited a substantial amount. I withdrew today and received request to upload docs. I uploaded my passport for ID but it expired in March and due to restrictions for the pandemic I have been unable to renew it yet. So I also uploaded my government issue ID card and explained my predicament. The prob is that the ID card doesn't show DOB only photo. I asked that they compare this with the expired passport for proof of ID and age. They are refusing to accept which I think is a bit unreasonable. I supplied all other docs . bank details , address verification etc. Is there anything I can do? Can you help?

Read the casino review

5 Responses

ThePOGG
Jul 05, 2020

Hi cailindeas - welcome to ThePOGG.com!

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.

If you have any questions about the above, let me know.

I'll contact the operator and see what we can find out for you but in all likelihood you will need to renew your passport. An expired document will never be considered valid ID with online gambling operator and information on it would not be considered. I do understand that at the present time the passport renewal processes are not ideal - I myself have had to apply for a new passport during lockdown - but most EU governments do have procedures in place for situations where do need a passport. Phone your passport office and explain that you are unable to redeem your winnings until such time as you have a passport and it is likely that they will be able to assist you in some form.

Thanks,

ThePOGG

cailindeas
Jul 05, 2020

Thanks for your input and advice.I did think that as there were two ID docs uploaded which together could verify both my ID and age that they could accept these - in fact I still do.

They have a government issued ID card and a passport three months out of date.

I also sent them a letter from my employer which detailed my DOB.

They have a utility bill and my debit card details.

Together these docs are more than adequate to prove my id.

There are several other issues with this casino if I wanted to be picky. On their website they advertise in their advice re registration that people from Ireland were not allowed to join - yet I was. They have not commented on this.

They also never once advised me re setting a deposit limit and I believe they have some responsibility to do so.

I appreciate your help though - I will move on and use a different casino.

Thank you

ThePOGG
Jul 07, 2020

Hi cailindeas,

As stated previously, your expired documentation would never be considered legitimate ID. No information on it would be viewed as verifiable. Payslips are also non-verifiable so also would not be considered.

Where do you see Mason Slots stating that players from Ireland cannot play?

With regard to deposit limits, if this is an issue you want to pursue you would need to do so via the MGA as this is non-transactional in nature and relates to compliance with license.

Thanks,

ThePOGG

ThePOGG
Jul 14, 2020

Hi cailindeas,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Jul 20, 2020

Hi cailindeas,

If we haven't heard from you by Friday the 31st of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

cailindeas 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 3, 2020

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.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.