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FAQ section

Hi loupy - welcome to ThePOGG.com!

Please ensure you have read our <a href="https://thepogg.com/how-to-report-complain-about-an-online-casino/">Complaint Guidance</a> to ensure that you 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.

Mason Slots carry clear terms and conditions that you agreed to at point of registration, which are as follows:

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">"Casino does not accept third party payments. You must make deposits only from a bank account, bank cards visa/mastercard, payment systems skrill/neteller or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and original deposit returned to the owner of the payment account. The company is not responsible for the lost funds deposited from third party accounts."</blockquote>

Is the name on the bank account in question your own name, or the name of your business?

Thanks,

ThePOGG

The name on my bank account is both 

I neer used any other bank account only the one i deposite with 

I playd other casinos with the same brand n1 interactive  and used as well my business bank account and that was no problem there so why is it now a problem 

It is a private bank account of my own business and both names are on the account [EDIT]

Today i got an email that the refund process is started and this can take up 14 business days then i will recieve my refunds but thats not what i want 

I still dont get it because other casinos of the same n1 brand that i played there was neer a issue wit my bank account and now at masonslots it is the card is registerd on my name and my company

Today they deposited 665.00 on my OWN business account so i contacted the live chat and they told me that the 665.00 is money i deposited and i recieved it back butt i never deposited that amount of money 

I dont know whats with masonslots butt its absolute not right what they are doing

Hi loupy,

You have stated that the name on the account is "KLUSBEDRIJF L.MULLER Hr L.a jorling". Can you please forward an account statement showing this account name to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Hello i did send the email with a year bank statement atteched where you can dee both names are on my account my business is called [EDIT] and is registerd on my name [EDIT] 

Thank you for your time

Hi loup,

Thank you for your email. However, this is a letter from the back addressed to you on behalf of the company. Not a bank statement.

We require a bank statement showing your name as the name on the account.

Thanks,

ThePOGG

Hello today i sended a screen schot of my bank statement and also a photo of my bankcard with both names on it i hope you can help me solve this thanks again for your time

Hello did you recieve my email ? With the screenshots ? 

Im now waiting almost 1 month the casino wont coöperate and keeps saying 3th party deposit but i played on a other casino of the n1 brands and there this was no issue and they have the same terms and conditions amd i have screen shots of deposites and whidrawels of that casino

Hi loupy,

Reviewing the information you have sent through, you have used a payment card for a company called "Klusbedrjif L Muller", which translates to "Handyman L Muller". You are not L Muller. Are you the sole owner of this business?

Thanks,

ThePOGG

Yes i am the soleowner of the business 

I could sent an official note by email that the company [EDIT] is registerd on my name 

Thats why i told the casino masonslots about 100 times that there was never a third party deposite but they wont listen to me 

Ik hope you could help the issue and get my money 

Thanks again for your time 

Greeting

Hi loupy,

Please explain, why as a sole trader you are operating a business under the name "L Muller" and not your own name?

Thanks,

ThePOGG

I use the name [EDIT] because my real das uses that name in the netherland u can name your business the way you would even i can make a business with the name thepogg ... the name of the company is always registerd on your own name if you are a 
(zzp)  business owner with bo People working for you
Its a one man business 

Greetings

Hello 

Today a got an email from masonslots

Dear Player,

Thank you for your patience!
We would like to kindly inform you that subtracted winnings were restored and will be paid off to you by the refund.
Please note that the refund will be processed to the previously provided bank information.
As soon as there will be any updates, we will let you know.

In case if you will have any questions, feel free to contact us!

Best regards,
Casino Support Team


I realy wanne thank you guys for your time and wverything when i recieve the money i will let you guys know that i gott it thepogg your the best

Hi loupy,

For your referrence, you can get information on your company from <a href="https://www.kvk.nl/" target="_blank">https://www.kvk.nl/</a>, for a small fee incase you find similar issues in future.

Please let us know when you receive your funds.

Thanks,

ThePOGG

Hello i did send them a coppy of my registration of kvk 

And still dident get my funds its now 7 days sinds the email i got 

Greetings

Hello i still dident get my funds its now 10 days ago that i recieved the email that my funds will be payd to me 

Greetings

Hi loupy,

The operator informs us that this withdrawal has been processed. If you have not received it by this point please forward on copies of your bank statement showing the dates 23/05 until today to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Hi loupy,

Have you received your funds?

Thanks,

ThePOGG

Hello i recieved 30 mei 3000 and now still waiting on the rest of the funds 

Greetings

Hi loupy,

Please check further back than the 30th of May. The rest of your balance should have been sent before the €3000.

Thanks,

ThePOGG

No i did not recieved anything else only the 3000 

I really do not like how mason slots is doing to its players why dont they get a punishment 

I will sent a bank statement via email now and you guys can see that i did not recevie anything else but obly the 3000.00 

Greetings

Hello i send you guys the bankstatement and i hade contact with masonslots again and i send them the statement to and told them that they are breaching there own therms and conditions because the refund is with in 14 business days.and still dident received everything 

Greetings

Hello i still dit not recieved my funds im getting a bit worried i will not recevie the rest of my funds

How could it be that the casino does not hold on its on term and conditions ? And when a player does not do this they where be conseqentions for the player but why not for the casino to ?
Im now about 2 months bussy to get my whidrawel and  still dident get my money 

Greetings

Hello i still dident recieved all of my funds im getting a bit desperated right now and im considering to let my lawyer handel the case with the casino 

Because there breaking there terms and conditions and here in the Nederlands we have legal interest every month they keap me waiting i can get some % interest on the money i will wait this week if i still dont have my money i will let my lawyer handel the case 

Greetings

Hi loupy,

You are free to take any action that you feel is appropriate, but I do need to be clear that passing information of this nature to us will have no impact on the speed of resolution of your claim. The operator cannot access this page and we would not contact them to inform them of a player's assertion that they are going to take legal action. If you intend to take legal action you should feel free to let the operator know directly.

With regard to your claim, the first payment was bounced back to the operator and has now been located. Our understanding is that it has been reissued and will be with you shortly.

Thanks,

ThePOGG

I Just revieved the other amount of funds zo now the casino has payd me everything i wanne tank you guys for everything and stay safe 

Greetings

Hi loupy,

Thanks for letting us know - it is appreciated :)

ThePOGG

I wanted to make a whidrawel but my account needed to be verificated i did this and everytime the casino had a other issue and nog they told me u used 3th party payment but i neer did that i used only my business bank card because i have no other ik a zzpr company without personal thats why my bank account is personal
 
 I have screenshots of everything and emails of the isseu

Mason Slots - Casino closed my account when trying to whidrawel my won money 

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