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Mason Slots - missing my founds

Ruling

Resolved - Both the submitting complainant and Mason Slots Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Mason Slots Casino Review.

Player's Complaint

I win 600euro game jackpot 6000. Continued my game and when my founds reach 500eur I requested cash out. Trying to confirm my cash out but not responding the confirmation. Then contacted by chat requesting assist for cash out my founds and they said me that I have only 20euro in my account, same time I sent screen shoot appearing that my account have 500euro, they replied that may be technical problem and change browser. I change browser and suprised that my account have 20euro instead of 500euro. I have to proove the screen shoot with my account with500euro and in same screen shoot the chat communication where they said that my account have 20euro.. They disappear my founds. pls yr help.

Read the casino review

9 Responses

User icon
ThePOGG
July 13, 2020

Hi bmw4399 - 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.

Thanks,

ThePOGG

User icon
ThePOGG
July 13, 2020

Hi bmw4399,

You need to provide your full name before we can move forward.

Thanks,

ThePOGG

User icon
bmw4399
July 13, 2020

[EDIT]

User icon
ThePOGG
August 2, 2020

Hi bmw4399,

The situation is as follows - you have received a bonus for achieving a tier in the operators VIP program. You played with this bonus but did not complete the wagering requirements. You then cancelled the bonus that resulted in bonus funds and all winnings associated with this promotion being cancelled and removed from your account.

Having discussed this issue with the operator there are two options available to you:

i) If you do not want the bonus the balance can be reset to your deposit amount and you can do as you wish with your funds.

ii) If you want the bonus, you can retain the bonus fund and winnings but you will have to complete the wagering requirements before you are allowed to withdraw.

Let us know which option you would prefer.

Thanks,

ThePOGG

User icon
bmw4399
August 2, 2020

thanks yr msg. No solution, I will try the wagering requirements/

User icon
bmw4399
August 3, 2020

I requested to return in my account the amount of 480eur but they said that will inform me....

User icon
ThePOGG
August 4, 2020

Hi bmw4399,

Mason Slots have informed us that your balance has been restored. Can you please check and confirm?

Thanks,

ThePOGG

User icon
bmw4399
August 4, 2020

many many thans, they restored the bonus.

User icon
ThePOGG
August 6, 2020

Hi bmw4399,

No problem and thanks for letting us know!

ThePOGG

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Agreement

bmw4399 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 13, 2020

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