Mason Slots Casino - Player’s requesting a full deposit refund.

Dear CasinoGuru.

Last year 2020 I self excluded for Bobcasino forever, due to my problem gambling.

Last weekend I collapsed and created an account on Masonslots, after being gambling free for almost a year.

I lost 900 euro on Masonslots, finding out Bobcasino is from the same operator as Masonslots (N1 interactive ltd.). I think they should not have let me play on Masonslots, I have used the same name, id proof, and email adress.

Therefore I am requesting a refund for Masonslots.

I have tried resolving my complaint through mail with Masonslots, they were not able to help me out thats why im trying here, they were able to confirm I had requested a self exclusion on Bobcasino though.

I hope you can help me,

Thanks in advance.

Dear Joeri,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section, and this is what I found https://www.masonslots.com/responsible-gaming:

"Self-Exclusion Limit. You can set a Self-Exclusion Limit for 6 months, 9 months, 1 year or forever. Upon doing so your Player Account will immediately be disabled and you will be excluded from all promotional offers for the set period. You will not be able to deposit or withdraw funds when the limit is active. Upon its expiring your account will automatically be re-activated.

SELF-EXCLUSION BY REQUEST

You may also contact our support team at support@masonslots.com and inform us about your decision to stop gambling at the Website for a certain period of time or forever. We will take all measures to block your access to your account and make sure that you receive no promotional materials.

If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@masonslots.com in order to initiate withdrawal of remaining balance. Our support team will contact you within a reasonable timeframe with information on the withdrawal and will assist you with it. Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds. The funds remaining on balance will be paid according to the casino limits."

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Looking forward to hearing from you.

Best regards,

Petronela

I cant find any communication for Bobcasino, all I know their self exclusion system is failing. Last week I was able to login on Bobcasino, which should also never be possible since I self excluded for forever.

I got self excluded this week on Masonslots to, please explain to me now I self exclude on Masonslots I cant play on any sister casino, and when I self exclude on Bobcasino, I can acces sister casino.

Thanks.

Thank you very much, Joeri, for your reply. As I mentioned earlier, if you self-exclude from one casino it doesn't necessarily mean that you are protected from all the sister websites.

Please understand that without supporting evidence that you have sent self-exclusion requests we can't proceed with this case as it would be close to impossible to confront the casino.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Yes stuff is truly getting overlooked, Bobcasino knew I was a problem gambler. Masonslots shouls have not accepted me as a player. Please gamblers all avoid N1 Interactive ltd. casino's.

Thank you, Joeri, for your reply. Please understand, that without supporting evidence it is close to impossible to proceed with this case. Since I didn’t receive any relevant communication proving that you have requested a self-exclusion due to a gambling problem from any of the sister casinos, I’m afraid I will be forced to reject your complaint.

As I mentioned earlier, if a casino is part of a group and a player self-excludes themselves from one website, it doesn’t necessarily mean, that their accounts will be cancelled automatically across the entire brand. 

Please, if you come across any kind of proof, do not hesitate to contact me and we can reopen this complaint anytime. For the time being, I'm afraid, I have to reject your complaint due to a lack of supporting evidence.