FAQ

Frequently Asked Questions

How do I create a Mason Slots account?

In order to create an account, all you have to do is click on the ‘register’ button in the top left corner of the webpage and enter your details in the fields provided. Once you have done this, you will receive a confirmation email with a link. You should click on this link in order to verify your account. Once these simple steps have been completed, you’re good to go!

What do I do if I have forgotten my password?

Well, it happens to the best of us, but it’s not the end of the world! The quickest way of creating a new password is to click on the ‘Forgot your password?’ link. Once you have done this, you will receive an email from us which will take you to another page. Here you will be able to create a new password (preferably one you will remember!). Alternatively, you can contact our customer support team via our online chat, or by email to support@masonslots.com. We’re always here to help!

What are the customer support opening hours?

Our customer support team will answer your questions 24/7 via email and chat

Are your games fair?

Of course! A fair game is just as important to us as our long and trust-based relationship with our customers. Specifically because of this, most of the games we provide can be independently verified by our customers. Aside from that, as part of the Malta Gaming License which we hold, we are obliged to provide fair games, all of which have an RNG certificate. So sit back, put the kettle on, and enjoy the games!

Account

How do I create a Mason Slots account?

In order to create an account, all you have to do is click on the ‘register’ button in the top left corner of the webpage and enter your details in the fields provided. Once you have done this, you will receive a confirmation email with a link which you should click on in order to verify your account. Once these simple steps have been completed, you’re good to go!

What do I do if I have forgotten my password?

Well, it happens to the best of us, but it’s not the end of the world! The quickest way of creating a new password is to click on the ‘Forgot your password?’ link. Once you have done this, you will receive an email from us which will take you to another page. Here you will be able to create a new password (preferably one you will remember!). Alternatively, you can contact our customer support team via our online chat, or by email to support@masonslots.com. We’re always here to help!

What do I do if I have forgotten my email address?

Forgetting your password is normal; forgetting your email is a talent! But fear not, all you need to do is contact our customer support team via our online chat, or by email to support@masonslots.com – simple!

Can I change my email address?

Unfortunately, the answer to this is no.

Can I create more than one account?

Unfortunately, customers are not permitted to create multiple accounts. This means that we allow one account for each computer/IP address.

How can I add another currency?

Simply go to your profile, click on ‘Add currency’, and choose the currency you wish to add.

How do I select a different currency?

As soon as you have added another currency to your profile (instructions for this can be found under the previous question), go to your profile, click on ‘select’ and activate the currency you wish to use.

Deposits and withdrawals

Which currencies does Mason Slots offer?

We currently allow the use of the following currencies: USD, EUR, CAD, NOK, RUB, NZD

How long does it take for the deposit to be credited to my account at Mason Slots?

The good news is that you don’t have to wait at all! The deposit is credited to your account immediately, so you are ready to go as soon as you have topped up!

Do I have to pay a commission fee when making a payment?

Some transactions are free, whilst others may charge a small commission fee, the sum of which depends on both the currency and the payment method.

How long do I have to wait for my withdrawal to be processed?

Our aim is to process all withdrawals immediately, and over 90% of our payments are settled just like that! However, unfortunately, the payment process is not entirely in our hands, so in the extremely unlikely case that withdrawals are not settled instantly, this could be due to your chosen payment method. Otherwise, the average time it takes to process your withdrawal is about 30 minutes.

Bonuses

What is a bonus?

A bonus is an additional sum of money that can be added to your account. It can give you an advantage and can increase your chances of winning bigger amounts! The size of the bonus may vary, and all players must wager a bonus in order to withdraw it.

How can I find out how much of the bonus I have to wager?

Simple! Go to the Bonuses page where you can find your active bonuses and the amount left to wager. If you require any additional help, please contact our customer support team at support@masonslots.com.

I got my bonus, but the amount left to wager hasn’t changed. Why?

Different casino games contribute differently to the wagering requirement. If this is a problem you have encountered, please visit the Bonus Terms and Conditions page where you can read a detailed explanation of why this may occur.

How many times do I need to wager my bonus?

This may vary, depending on the bonus you have. Please visit the Bonus Terms and Conditions page where you will find a detailed explanation of the various bonuses and how they are used.

Casino

Are your games fair?

Of course! A fair game is just as important to us as our long and trust-based relationship with our customers. Specifically because of this, most of the games we provide can be independently verified by our customers. Aside from that, as part of the Malta Gaming License which we hold, we are obliged to provide fair games, all of which have an RNG certificate. So sit back and enjoy the games!

Can I play without using real money?

Of course! You can test the waters by playing without using any real money. Mason Slots have made this possible by providing you with a demo version of all our games so you can decide which one you prefer before you start using real money!

What happens if the game freezes whilst I am playing it?

Usually, it will just let you continue from where you left off. Alternatively, the game will be played to the end on the server. This may happen even if your computer freezes or you lose your internet connection. In this case, any winnings will be credited to your account as usual.

I can’t open a game. What do I do?

In order to play our games, you need to have the latest version of Java and Flash. Both of these can be downloaded for free at http://java.com/ and http://get.adobe.com/flashplayer/. If nothing changes, then it could be due to a problem with your internet connection. In any of these cases, we suggest clearing your cache and cookies, refreshing your browser, and starting again. If there is still no change after you have tried these steps, then please contact our customer support team and we will help you as quickly as we can!

How can I take a screenshot?

A screenshot is a photo of your screen as you see it at that moment. The picture is saved as a file on your computer, which you can later attach to the email you send to our customer support team. In order to take a screenshot on Windows, simply follow the steps shown below: Step 1: Make sure that you are on the correct page, that is, the page you want to take a screenshot of. Close or hide any other pages that may be getting in the way. Step 2: Press the ‘Print Screen’ (prt sc.) key on your keyboard. Step 3: Open Paint or Microsoft Word, press the Ctrl + V keys, which will copy the photo onto the program. Alternatively, you can right-click and click the Paste button. Once you have done this, the picture of your browser should appear on the screen. Step 4: Save the file on your computer using a name which you will find easily. We personally recommend saving it on your Desktop, which will make it easier and quicker to find. Step 5: Attach the file with the saved screenshot to your email, add support@masonslots.com as the recipient, and add any extra information that may be required from you. In order to take a screenshot on a Mac, simply follow the steps shown below: Step 1: Make sure that you are on the correct page, that is, the page you want to take a screenshot of. Close or hide any other pages that may be getting in the way. Step 2: Press the Shift + CMD + 4 keys, and then the space bar to activate the camera. Use your mouse to click on the screen to take a picture of your screen. The picture will automatically be saved to your desktop with the date and time indicated. Step 3: Attach the file with the saved screenshot to your email, add support@masonslots.com as the recipient, and add any extra information that may be required from you.

Safety

Are my personal details secure?

Of course they are! Our site is based on 128-bit SSL encryption technology. In the world of online security, it is used to transmit sensitive information so that you can be sure that your credit card numbers and other personal details are in safe hands.

Do I have to verify my account in order to top up or withdraw money?

Absolutely not! However, if we detect or suspect that someone is up to no good, we may ask you for additional proof of identity in order to verify your account.

How can I upload my documents for you to check them?

You can upload your documents straight to your profile! But don’t go wild; remember that files should be no bigger than 2 MB. Files can be uploaded in the following formats: bmp, pdf, gif, jpeg, jpg, png and tif. Once you have submitted your personal details, go to the Documents page where you can upload your file.

How long does it take for my documents to be reviewed?

We try to get this done as quickly as possible, however, sometimes it may take up to 24 hours. If you follow the steps (mentioned above) correctly, we will most likely not require any additional documents from you, and your payments will be processed quicker.

Do you have the right to reject my documents?

In short, yes. You see, we are obliged to follow the rules set out to us by our licensing authority in Malta, which means that sometimes we have to do what the big guys tell us to.

Why do I have to upload supporting documents to verify my account?

Our main goal is to ensure that all our customers are in a world of gaming which is safe and secure; a place where they can relax and enjoy their games without having to worry about their security and privacy. This is why we take security very seriously. Aside from that, we have to follow the standards set out by the Malta licensing authority. This means that, in certain situations, we may ask our players to provide additional supporting documentation in order to make sure that the world of gaming we create for our players stays both safe and fair.

Responsible Gaming

Can I close my account?

As much as we’d love you to stay with us forever, you can close your account. Nevertheless, we would still recommend closing your account temporarily, rather than permanently. If you would like to close your account, or you would like more information about how to close your account, please contact our customer support team at support@masonslots.com

Can I permanently close my account?

Of course! However, for safety reasons, masonslots.com cannot permanently delete your account. If you would like to close your account permanently, please contact our customer support team at support@masonslots.com, along with a short explanation of why you have chosen to do so. Once you have submitted your email, your account will be closed shortly afterwards and you won’t be able to open it again. Please also bear in mind, that you will not be able to create a new account either.