Mason Slots Casino - Player is struggling to receive his withdrawal.

I attempted to withdrawal from Mason Slot 2 months ago but was unable to die to what I was told was a technical issue. I was told they were working on fixing it and I would be informed as soon as they had it resolved, unfortunately while I was waiting I lost the money. About 3 weeks to a month ago I tried again and attempted to withdrawal $1200, but again the exact same problem occured. I was told once again to wait and they will fix the problem, just as they told me a month prior. After about 2 weeks they tell me to use ecopayz or instadebit to make my withdrawal, both of which were not a deposit or withdrawal method option for me. After 3 weeks of arguing with them about what payment methods were available to me, finally ecopayz was an option and they told me to make another deposit using ecopayz, and I did. The deposit did not work and I had to wait 2 days for it to be credited to my account. Now that I had deposited through ecopayz I tried to make a withdrawal, nope didn't work and I was once again told to wait.

Most recently they say they have found a solution and I apparently have used to many payment methods now, after they told me to deposit using ecopayz, so now they tell me to remove cards from my payment methods, I told them to go ahead. I ask when this will be done now and they tell me that my request has been put in queue and they will contact me when this is done. This was not my request, it was there solution to a problem at there casino, that I have already been waiting 2 months for, but there going to put me in queue.

I have probably left a lot out because honestly this has been a back and forth with them for so long it's hard to remember everything, but I have all communication and emails saved and can submit them.

No one should have to wait 2 months to cash out from a casino, and a licensed casino should not have a problem they can't fix when it comes to paying people there winnings.

Dear Jacob,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I can only imagine your frustration, withdrawals usually take a few days, sometimes weeks, but I agree that 2 months is a little bit too much.

Would you be so kind and forward those emails to my email address kristina.s@casino.guru?

In the meantime, could you please confirm you successfully passed the KYC verification?

Thank you in advance for your reply.

Best regards,

Kristina

Hi, I appreciate the quick reply. Yes I have completed the KYC, it was completed when I first attempted to withdrawal 2 months ago.

I will send you the emails as soon as possible, there are a lot so I'll need a bit of time

Thank you for your help

Jacob, I will wait for your emails, thank you.

I have sent the email correspondence to the email address you provided me

Thank you very much Jacob for your email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Jacob,

I looked at your complaint and will do my best to help you. I would like to invite Mason Slots Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Cancel the complaint I guess, they got what they wanted, they played there little game until I lost the money now they don't have to pay. They literally made me deposit again telling me I would be able to withdrawal after I made another deposit but I was still unable to, they lied to me and scammed another $30 from me. It's not bad enough that they wouldn't pay me, they actually convinced me that if I made another deposit I would get my money, then just took that money from me to...can't believe this happend

Dear Jacob,

I fully understand your frustration in this situation but I can strongly recommend to continue and wait for Casino's reply, let's not give up.

Dear Jacob and Casino Guru team,

To start with, the player contacted us with the issue he could not make a withdrawal request for EcoPayz. According to the rules of our casino, a player should make a minimum deposit to activate a payment system. Unfortunately, when player made a deposit (it had to be confirmed manually as player already had 6 cards in the account) the payment system was not activated to the withdrawal by the same reason(exceeding the limit of payment methods). 

We contacted a player asking to delete the card from account, so he could activate an EcoPayz for withdrawal (a minimum deposit is required for activating). Unfortunately, player could not make a withdrawal request. We did not have an  intention to make a negative impression and tried to solve the issue promptly. Our team did our best to help the player.

We regret that player has lost the funds, but we sincerely believe that this is not a reason for such a bad review.  Our casino does appreciate its players, and we will do our best to make them satisfied.

We are sure, that if player could wait for a little more,  there would not be a problem with withdrawal.

Hoping for your understanding and prompt resolution of this complaint.

Kind regards,

Mason Slots Casino team

Dear Casino,

Did I understand it correctly that player lost all of his funds and there is no chance for him to make a withdrawal request?

Dear Viliam,

According to the rules of our casino (term 1 of DISCLAIMER OF LIABILITIES) "By accepting these Terms and Conditions you confirm your awareness of the fact that gambling may lead to losing money. The Casino is not liable for any possible financial damage arising from your use of the Website.".

As we mentioned, player has played all the funds, so he takes full the responsibility for this action. We are sorry, but we can’t withdraw to the player funds he has already lost.

Hope for your understanding!

Dear Jacob,

unfortunately, there is no other way than reject your complaint as unjustified since you played out your funds. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.