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Mason slots - login issues

Ruling

Resolved - Mason Slot Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Mason Slot Casino Review.

Player's Complaint

Hello,

I have not been available to log in in about 3 weeks. I put in about 1050 € and could play for 1-2 days before I came in anymore. You have to log in via trusly and the casino and trusly blame each other .. They are only loading when I try to log in! All they do is ask me to wait all the time and nothing happens. MGA said I would contact you, hope you can help me ..

Also has lots of screenshots if you want to have the conversation etc!>

casino case-[EDIT]

Read the casino review

6 Responses

User icon
thepogg
August 10, 2021

Hi cevzii - 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.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
cevzii
August 29, 2021

Hello again.

Not wanna stress u, just wondering if u have any news? Appreciate your work thepogg!

Sincerely,

User icon
thepogg
September 1, 2021

Hi cevzii,

There is an ongoing issue with Trustly. Our understanding is that the operator will contact you shortly to organize payment via a different method.

Thanks,

ThePOGG

User icon
thepogg
September 11, 2021

Hi cevzii,

Has this issue been resolved?

Thanks,

ThePOGG

User icon
thepogg
September 18, 2021

Hi cevzii,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
September 25, 2021

Hi cevzii,

If we haven't heard from you by Friday the 8th of October I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

cevzii 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

August 9, 2021

United Kingdom country flag

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.