Mason Slots Casino - Player’s winnings have been confiscated

I want to express my dissatisfaction with the work of the casino, which have a high rating om your site. On November 20, I received a letter that my account was blocked, and funds in the amount of 759.6 euros were confiscated. Casino Support claims that this was due to the abuse of the bonus on my part.

First they asked me for standard documents for verification. I provided them. They later asked for a screenshot of my Skrill account. I sent it. Next, they asked me to get verified in Skype. I was extremely surprised, but I agreed. It seemed interesting to me. During verification, a casino employee asked me difficult questions about how I played. I answered everything. A few days after Skype verification, my account was blocked.

If the casino believes that I abused the bonus, then why did they conduct Skype verification for me? That's suspicious, isn't it? I do not agree with the decision of the casino and do not understand what it is related to. I'd like to know the details and get my winnings back.

Dear dimas.555,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you, please, specify which bonus have you activated? You can post the bonus link here when replying.

Additionally, would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru, please?

Looking forward to hearing from you.

Best regards,

Kristina

Hi. I used Reload bonus on Wednesdays https://masonslots.com/en/promotions/reload-bonus.

Thank you very much dimas.555 for your reply. I will now transfer your complaint to my colleague Andrej 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.

Dear dimas.555,

I’m sorry to hear about your problem. I will try my best to resolve your case as soon as possible.

I would like to invite Mason Slots Casino into this conversation.

Dear Mason Slots Casino,

Can you please state the reason why has dimas.555 been accused of bonus abuse and had their funds confiscated and account closed? In addition, please forward any evidence or other relevant information to my e-mail address andrej.p@casino.guru.

We would like to ask Mason Slots Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear dimas.555,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a satisfactory conclusion.

Hello!

We are investigating what happened and as soon as we collect more information on this matter, will certainly shed light on this issue.

Be sure, we do all our best to reply as soon as possible to inform you about the actions that were taken and the reason behind them.

Hello everyone!

After investigating this case with the player, we sent the forum representatives all information available for disclosure on the situation. It is worth mentioning that the essence of the complaint was previously considered by the casino's regulator which has already made its decision in favor of the casino.

We hope for a full understanding of this situation and that the actions of the casino were reasonable and the decision made towards the player was the only correct one.

At the moment, a final decision is expected by the Casino GURU complaints department.

Hello!

I support my claims and still want to receive my 759.6 € funds.

Please continue to consider my complaint.

As we previously mentioned,  the complaint is already resolved by the casino's regulator. Our team hopes that Casino GURU will resolve the complaint basing on that fact.

Thank you, Mason Slots Casino, for your cooperation and for providing the necessary information.

Dear dimas.555,

After a thorough review of the evidence provided by the casino representative and taking into account the fact that the case has been already handled by the casino’s appointed ADR, which closed the complaint in the casino’s favor, we are rejecting your complaint as ‘unjustified’.

Dear dimas.555,

Due to the reasons specified in my previous post, we will now close this complaint as rejected. I’m 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 will try our best to help.