Masonslots, the one N1 interactive casino that is just messing around.

[JohnSnow]

Dear gamblers,

Since this morning making my first deposit with this casino I have had nothing but troubles. Average time for each respond is about 10 to 20 minutes and a few minutes if you are lucky on live chat.

I have spend over two hours with them on live chat today with several sessions until I lost my cool just now. Tina is the customer agent "helping" me right now and eventually after 30 minutes she told me that I have already wagered the bonus but that there is a "technical error with the casino" but I shouldn't worry.

That's all she said. The customer agent doesn't even try to help you here. They are so utterly slow that it feels like they are just messing around with you.

Now my wagered percentage right now is 100.02%. This is the max that will show because I was playing with a much higher balance and to my knowledge I was already done with wagering the bonus but it kept showing 0.00 available to cashout.

After a while I didn't trust it anymore when I was starting to lose my balance from 560 euro to 145 euro right now so I went to look at the bonus section in my account when I saw that the bonus was and right now is still active with a wagered gameplay of 100.02%. From the start every single thing about this casino has screamed red flags but I continued with the casino because they are a part of N1 interactive group. However I must say, the live agents can't do anything for you! The only thing they will tell you I'm the end is "we will contact you through email".

It feels like they are messing around with me only to keep me playing to lose everything. Right now Tina has stopped reacting in live chat. The customer agents here don't give 0 fucks about my problem.

Now I am at the point that I don't really care about the balance in my account anymore. Please just stay aware of this casino, they are not the same as other N1 interactive casino's. To be honest a rogue casino like ridika has left me with better feelings afterwards.

Every single time they will tell you that they will contact you when they have a solution after keeping you around for about 40 minutes to 1 hour on live chat. I am done with this casino and my trust to the whole N1 interactive group is gone completely. I used to deposit every single week with at lease one of their casino's there past months.

This is just a warning to other gamblers out there. You will almost most certainly have some trouble with this casino sooner or later if the support agents don't get fired. This is not good, not good at all. Off course this is only my side of the story, however I have screenshots taken to proof every single thing I have said above. Besides they have already admitted that my bonus funds are indeed wagered completely, however it still shows as an active bonus on my account and I am not able to make a cashout. They just want me to lose the rest of my balance.

The worst thing is the live chat. They are extremely slow and don't show any motivation to help your case. I can say that this has been my worst experience in online gaming for 9 years, mainly because I wasn't expecting all of this from a reputable group.

I have no words left for this casino. At first they even told me that they don't accept players from my country and that I had to still wager the bonus amount even when they can clearly see that I have already wagered the full amount.

Masonslots casino shouldn't be open for business right now or accept any deposit. The above part is only a small part of my problems with them. I have been on live chat for hours this day for several issues.

Please, be warned!

 

[Borgie]

@homerbert

 

[colinsunderland]

I can't even find them on google!

 

[JohnSnow]

I can't even find them on google!

Lol it's just called masonslots.com

Tina even promised me great bonuses and other things to make things up to me and prove that they are here for the players. You know what is funny? After every comment she gives I have to wait around 20 minutes and the she replies with "sorry to keep you waiting" and that's it, gone for another minimum of 10 to 20 minutes. I mean it's almost funny so maybe it's a good thing that you can't find them on Google.

Is this casino really a part of the N1 group or are they using the license number illegally? It's almost a sarcastic but also serious questions because I'm really confused to be honest.

 

[lotusch]

masonslots.com is owned and operated by N1 Interactive Ltd, a company incorporated under the laws of Malta with registration number C 81457- Mason slots is licensed and regulated by the Malta Gaming Authority under the licences: MGA/B2C/394/2017 (issued on 01/08/2018).

Seems legit to me.

 

[colinsunderland]

Don't know if theres a UK IP block on it or something, but thats what I get

 

[Borgie]

View attachment 117782

Don't know if theres a UK IP block on it or something, but thats what I get

Me too

 

[mack341]

View attachment 117782

Don't know if theres a UK IP block on it or something, but thats what I get

That's occult symbolism isn't it

 

[Nate]

View attachment 117782

Don't know if theres a UK IP block on it or something, but thats what I get

That's when the page is loading

After that... I get this :

 

[sufferinsilence]

That's when the page is loading

After that... I get this :

So, the OP signed up to a casino that's still in beta-mode and is now complaining about errors/bugs. Not to them directly but in a public forum They even said they're aware about the problem, so why keep on playing? Just wait for it to be fixed and then withdraw your money.

I'm sorry but that seems a bit unfair to them to call them out here right now.

 

[mack341]

Ah I get it now, the name is a play on freemasonry, that's george washington the founding father who was a freemason. [a master mason within a year according to wiki ]

 

[JohnSnow]

So just now I played some roulette and I think now they are going to get me for the max bet. Like I have told here before I had already wagered my bonus with slots playing from 40p to 4 euro max het. After the progress bar was at 100.02% of my wagering and the confirmation from live chat agent that I had already cleared my wager and this tread here on casinomeister I decided to play roulette. So now my balance is 319 euro. Man so much hassle here on this casino.

 

[JohnSnow]

That's when the page is loading

After that... I get this :

That's when the page is loading

After that... I get this :

Jesus Christ.. how in God's name could I miss this.

 

[JohnSnow]

So, the OP signed up to a casino that's still in beta-mode and is now complaining about errors/bugs. Not to them directly but in a public forum They even said they're aware about the problem, so why keep on playing? Just wait for it to be fixed and then withdraw your money.

I'm sorry but that seems a bit unfair to them to call them out here right now.

With all due respect but the answers they give are ridiculous. The live chat agent at first told me that I have to wager the bonus 30 times after I asked why my bankroll is still considered as a bonus when I have wagered the full amount. The agent already confirmed that I had indeed wagered the requirements to release the bonus but duo to an technical error the system still considers my bankroll as a bonus which it's not.

My biggest irritation with this casino is that you can easily stay on chat for 1 hour with this casino.

Everytime when an agent just ignores you for 10 to 20 minutes the first thing they say when they get back is "sorry to let you wait for so long". I don't care if they let me wait for so long but that's all they say!!!! After that I can type 100 messages but they just refuse to reply in time, they always let me wait at least a few minutes but normally at least 10 minutes. Tina had no problem letting me wait 20 minutes for every single reply I got back from her. It seems like they really don't care. I don't even care that this casino is in bets modus but these agents doesn't seem to undrestand anything. How is this possible? Like I said before, it just seems like these agents are out to irritate customers. It's not even about the technical errors.

I don't think I will ever receive my money from these guys. I just don't trust them I can't explain it. They are either messing with me or their IQ is about 60 and they don't undrestand anything that is asked of them.

Uploading documents on their website also doesn't work. This is not a casino in a beta mode, just one that is absolutely terrible in my opinion. I won't touch my balance anymore. It's either gone or it's not.

 

[sufferinsilence]

With all due respect but the answers they give are ridiculous. The live chat agent at first told me that I have to wager the bonus 30 times after I asked why my bankroll is still considered as a bonus when I have wagered the full amount. The agent already confirmed that I had indeed wagered the requirements to release the bonus but duo to an technical error the system still considers my bankroll as a bonus which it's not.

My biggest irritation with this casino is that you can easily stay on chat for 1 hour with this casino.

Everytime when an agent just ignores you for 10 to 20 minutes the first thing they say when they get back is "sorry to let you wait for so long". I don't care if they let me wait for so long but that's all they say!!!! After that I can type 100 messages but they just refuse to reply in time, they always let me wait at least a few minutes but normally at least 10 minutes. Tina had no problem letting me wait 20 minutes for every single reply I got back from her. It seems like they really don't care. I don't even care that this casino is in bets modus but these agents doesn't seem to undrestand anything. How is this possible? Like I said before, it just seems like these agents are out to irritate customers. It's not even about the technical errors.

I don't think I will ever receive my money from these guys. I just don't trust them I can't explain it. They are either messing with me or their IQ is about 60 and they don't undrestand anything that is asked of them.

Uploading documents on their website also doesn't work. This is not a casino in a beta mode, just one that is absolutely terrible in my opinion. I won't touch my balance anymore. It's either gone or it's not.

I was just going off of the information on that picture Nate provided. I assumed you knew that signing up . I understand it's all very annoying, and I hope you get it sorted.

 

[mack341]

With all due respect but the answers they give are ridiculous. The live chat agent at first told me that I have to wager the bonus 30 times after I asked why my bankroll is still considered as a bonus when I have wagered the full amount. The agent already confirmed that I had indeed wagered the requirements to release the bonus but duo to an technical error the system still considers my bankroll as a bonus which it's not.

My biggest irritation with this casino is that you can easily stay on chat for 1 hour with this casino.

Everytime when an agent just ignores you for 10 to 20 minutes the first thing they say when they get back is "sorry to let you wait for so long". I don't care if they let me wait for so long but that's all they say!!!! After that I can type 100 messages but they just refuse to reply in time, they always let me wait at least a few minutes but normally at least 10 minutes. Tina had no problem letting me wait 20 minutes for every single reply I got back from her. It seems like they really don't care. I don't even care that this casino is in bets modus but these agents doesn't seem to undrestand anything. How is this possible? Like I said before, it just seems like these agents are out to irritate customers. It's not even about the technical errors.

I don't think I will ever receive my money from these guys. I just don't trust them I can't explain it. They are either messing with me or their IQ is about 60 and they don't undrestand anything that is asked of them.

Uploading documents on their website also doesn't work. This is not a casino in a beta mode, just one that is absolutely terrible in my opinion. I won't touch my balance anymore. It's either gone or it's not.

Sounds like a nightmare, I'm willing to give people the benefit of doubt but as a new casino how many other customers will the live chat be attending to, to justify these 20 minute waits and delays? Unless they're fielding all N1 customer queries across their other casinos. Live chat tends to be the only personal direct, 1 to 1 contact we have with casinos, so when it's poor it really leaves a bad impression re a casino's attitude towards their customers.

It could definitely be a ploy in the hope you get pissed off and blow the balance; the wagering is completed and live chat have confirmed this so why haven't they removed the withdrawal restriction...maybe the rep here can enlighten us?

 

[Guntis]

Jesus Christ.. how in God's name could I miss this.

With the use of VPN and accessing their site from the Netherlands - there are no problems at all.

 

[Playford7]

Sounds like a nightmare, I'm willing to give people the benefit of doubt but as a new casino how many other customers will the live chat be attending to, to justify these 20 minute waits and delays? Unless they're fielding all N1 customer queries across their other casinos. Live chat tends to be the only personal direct, 1 to 1 contact we have with casinos, so when it's poor it really leaves a bad impression re a casino's attitude towards their customers.

It could definitely be a ploy in the hope you get pissed off and blow the balance; the wagering is completed and live chat have confirmed this so why haven't they removed the withdrawal restriction...maybe the rep here can enlighten us?

Maybe wrong, but isn’t this the group of casinos that have that walking clown roshtein promote them?..
And a rep that backs said clown all the way?..
If so id be avoiding like aids...
If I’m wrong apologies.

 

[mack341]

Maybe wrong, but isn’t this the group of casinos that have that walking clown roshtein promote them?..
And a rep that backs said clown all the way?..
If so id be avoiding like aids...
If I’m wrong apologies.

Not sure 100% but I think they could be linked, tbh I don't understand how the white label thing works with casinos which I've heard mentioned before.

Hopefully the appropriate rep can look at this issue for john snow asap...I myself stick to the uk bookie sites, the overall hassle quotient seems lower, the offers and promos are a bit sub par, game selection old hat, but they don't tend to want to bend you a barrel with your keks down whenever you require things like, I dunno, a withdrawal

 

[Playford7]

Not sure 100% but I think they could be linked, tbh I don't understand how the white label thing works with casinos which I've heard mentioned before.

Hopefully the appropriate rep can look at this issue for john snow asap...I myself stick to the uk bookie sites, the overall hassle quotient seems lower, the offers and promos are a bit sub par, game selection old hat, but they don't tend to want to bend you a barrel with your keks down whenever you require things like, I dunno, a withdrawal

Same, will hill, sky and Ladbrokes.
Casumo and the odd caddell site for a match offer.
Would never put my cash into a Maltese place anymore, nor would I sign up via a affy, firmly believe the player would get a better deal if no affiliation was involved.
Yeah be good to hear from the rep, it’s that homer guy I think.
Just hope Marge hasn’t grounded him...

 

[JohnSnow]

Wierd thing is I was able to withdraw 340 euro while it was still considered a bonus on my account (which it's clearly not). So now I that I have made a withdrawal my account still show's there is a bonus active and the progress bar is still 100.02%. I was told that this would soon be fixed but I haven't received a single email from them.

The live chat agents from masonslots won't help me, this is ridiculously obvious for me so far. I don't think that the same people that run other N1 platforms are running this show.

So far I was told for all my problems from the start after a long chat session each time that they would get back to me. They never did, i had to bombard their live chat for several times for example at the beginning before they manually added my welcome bonus because it wasn't added automatically, just an example.

With everything I have experienced here today I would say that the people operating this particular casino are coming off as a rogue and fraudulent bunch of cowboys. How hard is it to remove wager requirements for the bonus if I have already wagered the total amount in order for the bonus to be released.

They are just playing around right now, at least that is the feeling that hey have given me from the start of my first contact with them.

 

[colinsunderland]

Same, will hill, sky and Ladbrokes.
Casumo and the odd caddell site for a match offer.
Would never put my cash into a Maltese place anymore, nor would I sign up via a affy, firmly believe the player would get a better deal if no affiliation was involved.
Yeah be good to hear from the rep, it’s that homer guy I think.
Just hope Marge hasn’t grounded him...

I did some research into that and don't think players would be better off. There have been casinos in the past, and a few now still i think with no affiliates, and their bonus offers are no better than anyone elses. Videoslots scammed their affiliates, and pay around 4%, they aren't exactly lashing the bonuses out. So did SkyVegas, and since they dumped most their casino affiliates, the bonuses have got progressively worse. I get 40% on one of my Caddell deals, and yet they still pump out 100%/200% bonuses quite often.

 

[samdog21]

Well it accredited casinos to that will do anything to not pay. When the casino nominations come out my list will consist of 2 that's all that is left that pay and no bs that's right only 2 I will say them when the nominations are out.

 

[mack341]

Wierd thing is I was able to withdraw 340 euro while it was still considered a bonus on my account (which it's clearly not). So now I that I have made a withdrawal my account still show's there is a bonus active and the progress bar is still 100.02%. I was told that this would soon be fixed but I haven't received a single email from them.

The live chat agents from masonslots won't help me, this is ridiculously obvious for me so far. I don't think that the same people that run other N1 platforms are running this show.

So far I was told for all my problems from the start after a long chat session each time that they would get back to me. They never did, i had to bombard their live chat for several times for example at the beginning before they manually added my welcome bonus because it wasn't added automatically, just an example.

With everything I have experienced here today I would say that the people operating this particular casino are coming off as a rogue and fraudulent bunch of cowboys. How hard is it to remove wager requirements for the bonus if I have already wagered the total amount in order for the bonus to be released.

They are just playing around right now, at least that is the feeling that hey have given me from the start of my first contact with them.

They know from the number of times you've contacted and reached out to them for help that it's causing you exasperation and stress, yet have done nothing concrete so far to sort it out.

It must be terribly frustrating, I tend to avoid contacting live chat for this very reason, getting the run around from somebody not exactly tuned into providing good customer service, is there an email address you could contact customer services through, maybe where someone higher up can respond? As it's a malta casino you'll have the protection of an adr, if things don't resolve soon.

[or a pab with max here]

 

[JohnSnow]

I have requested several times if they would be so kind to let me speak to a manager, I have asked them several times for a phone number to contact them myself to sort this out.. nothing so far. They refuse to give me anything right now. Live agent Kylie who I am chatting with right now told me that the manager will contact me himself.

They have told me several times before that I would be contacted for the other problems I had with them before this current dispute but they never contacted me through email like they said, instead I had to come back to live chat a lot to sort thing out. It has cost me several hours so far. It's not about a lot of money so maybe I should just give it a rest, this is time consuming and eventually not worth it. Same basic standard reply from live agents..

Edit: Just right now Kylie gave me an email to sort things out with the manager. It's just the normal support@masonslots.com email.

Edit 2: This is by the way the first time in all of my chat sessions with Kylie where the agent responded relatively quick compared to all the others earlier whom let me wait for hours for the total combined live chat sessions.