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Mason Slots - Delay of withdrawal

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

I have requested a withdrawal on friday 27-03-2020.Since then i face unacceptable verification problems and no response from the casino by email.Firstly,id was not approved cause it was scanned..i sent a photo and it was approved.Then,the casino didnt approve my bill cause name and adress was written in Greek.Ofcourse,all the bills in Greece are published in Greek and this can not change...I went to a lawyer,paid 40 euro and translated my bill and it was approved.After that,the financial depoartment asked for a video and selfie in front of my building with me holding a paper and my address.ofcourse,i sent video and selfie as it was asked,although that was hummilating enough...since 31-3 2020 in the morning,i had no reply and noone knows what is going on.chat always playing the same cassete when we talk and tells me that they need more time.Moreover,chat informed me that they will contact me via email if there is a problem,two times money bounced back to my account and i had no email at all.they simply dont contact with me.Its pretty obvious that the casino delays verification on purpose ,under the 'umbrella" of security reasons.I was 100% legal with them,send them documents verified by lawyer,hummiliated my self with videos and selfies,and got a delay,a non -answering policy and -obviously-no withdrawal.I have faced difficulties in my 10 yeras journey at casinos,but this one is the most hummiliating and unacceptable.

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3 Responses

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ThePOGG
April 2, 2020

Hi aivas2003 - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 10th of April let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
ThePOGG
April 10, 2020

Hi aivas2003,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
ThePOGG
April 17, 2020

Hi aivas2003,

If we haven't heard from you by Friday the 24th of April I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

aivas2003 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

April 2, 2020

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