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Mason Slots - bonus abuse

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

right after a big win my account was closed by a management decision because of bonus abuse. So I guess if you win in their casino you are a bonus abuser by default.

Read the casino review

10 Responses

User icon
ThePOGG
August 20, 2020

Hi ceasar - welcome back!

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.

Before we go any further, specifically what reason has the operator given for non-payment?

Thanks,

ThePOGG

User icon
ThePOGG
August 24, 2020

Hi ceasar,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
August 31, 2020

Hi caesar,

If we haven't heard from you by Friday the 11th of September I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

User icon
Ceasar
December 12, 2020

Hi! I am sorry for the delayed reply. Is it possible to reopen this complaint? The reason for confiscation as I was informed in chat by agent [EDIT] is "bonus abuser"

User icon
ThePOGG
December 13, 2020

Hi Ceasar,

Exactly what were you told? Please quote the entire statement including any terms referenced.

Thanks,

ThePOGG

User icon
Ceasar
December 14, 2020

The only one email I receiver from casino was this one: "Earlier you contacted our support team regarding an account closure.

We would like to inform that your account was closed due to decision of the administration of our casino. Your deposit of 200 EUR was returned to a payment system, from which a transaction has been made."

After that I have contacted chat and received another explanation: "Unfortunately, your account has been blocked by antifraud. Reason: bonus abuser. You will be refunded your balance as soon as our finance department processes your case."

That is it

User icon
Ceasar
December 24, 2020

Hi

I just wanted to ask if this complaint is active

User icon
ThePOGG
January 31, 2021

Hi Ceasar,

Our understanding is that your account will be re-opened and you will be allowed to complete the rest of the wagering requirements for this bonus. Please let us know when you receive your funds.

Thanks,

ThePOGG

User icon
ThePOGG
February 7, 2021

Hi Ceasar,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
February 14, 2021

Hi Ceasar,

If we haven't heard from you by Friday the 26th of February I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

Ceasar 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 20, 2020

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