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Mason Slots - casino issue

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

Casino closed account with not fully played bonus. I had 1366 Euro on the balance at the time casino closed my account. I still had a bonus to play before I could make a withdrawal but casino won't let me do it. I wrote them couple of emails but they never replied me and today I received my deposit back to Skrill. I want them to open my account and let me continue playing with my bonus and withdraw my money.

Read the casino review

13 Responses

User icon
ThePOGG
July 28, 2020

Hi rrcco - 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.

Specifically what reason has the operator given you for closing your account?

Thanks,

ThePOGG

User icon
ThePOGG
August 4, 2020

Hi rrcco,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
August 10, 2020

Hi rrcco,

If we haven't heard from you by Friday the 21st of August I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

User icon
RRcco
March 3, 2021

Hi!

Sorry for the late reply, as I had problems with my health and only now was I able to return to normal life! I don't know the reason why the casino decided to block my account, and they did it in the process of converting the bonus into real money. Therefore, I would like to get an answer from the casino as well. Because, there was no reason to do so.

User icon
ThePOGG
March 7, 2021

Hi RRcco,

What reason did the operator give when you contacted them about this issue?

Thanks,

ThePOGG

User icon
ThePOGG
March 14, 2021

Hi RRcco,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
RRcco
March 15, 2021

Hi there! I am sending a casino response regarding my account closure.

Dear Remo,

Thank you for contacting our customer service. You were informed that your account was closed due to the reason of our administration, and can't be reopened anymore. The amount of your deposit will be returned on your payment balance as soon as possible.

Sorry for the inconveniences caused. We wish you all the best.

User icon
ThePOGG
March 28, 2021

Hi RRcco,

Our understanding is that your bonus will be restored shortly. We would appreciate it if you could confirm when this happens.

Thanks,

ThePOGG

User icon
RRcco
March 31, 2021

Hi ThePOGG!

The bonus is not restored yet but I will let you know when it happens! Thank you.

User icon
RRcco
April 5, 2021

Hi ThePOGG!

I was waiting for an official solution to this situation from you, so I was waiting for a message from you. You sent me a message on March 28 and only on the March 31 I was able to read it and check my account. I did not expect the casino to restore the bonus before you sent me a reply, but it turns out they did it on March 23 and already on March 31 this bonus was expired. Could you contact the casino to have them renew the bonus again, as I hoped they would only do so after your message to me, after the March 28. I contacted the casino support and they do not want to do this.

User icon
ThePOGG
April 18, 2021

Hi RRcco,

Your balance has been added again. Please check and confirm.

Thanks,

ThePOGG

User icon
ThePOGG
April 25, 2021

Hi RRcco,

Can you confirm that your funds have been restored?

Thanks,

ThePOGG

User icon
thepogg
May 1, 2021

Hi RRcco,

If we haven't heard from you by Friday the 14th of May I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

ThePOGG 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 28, 2020

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