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every time I try to cash out an amount it doesn't work and the amount never shows up in my account again. i contacted via live chat and they told me to come back another time because they are working on the system, 4 months ago it also failed. very easy to deposit your money but withdrawal never works

Dear Shudeska,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Shudeska,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hallo

i uploaded my documents a month ago still they haven't verified it

Thank you very much, Shudeska, for providing all the necessary information. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ok thank you

Hello Shudeska,

I have reviewed your case and will now try to contact the casino to see if I can help.

I would like to invite Mason Slots casino to the conversation to participate in the resolution of this complaint.

Mason Slots, can you please shed some light on the reason behind these issues?

Hello all,

As we can see, the player's account is verified and there are no obstacles to the withdrawal.

We suggest you set the cashout and it should be approved.

Thank you.

Thank you Mason Slots.

Dear Shudeska,

Please let us know if your withdrawal is successful.

Dear Shudeska,

Can you let us know if your payment was received?

Even though it seems that this issue has been resolved, without confirmation from the player we are forced to reject this complaint.

It can be reopened at any time.