Slot Squad Casino

VISA

Hi Jb761012 - welcome to CasinoReviews.com!

Please read our Complaint Guidance and our Complaints FAQ to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the Elmst Limited license under the Malta Gaming Authority license there is certain information we have to provide you now.

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To summarise.

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– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

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Thanks,
CasinoReviews.com Complaints Team

Dear CasinoReviews Team,

I recently received a written response from **Sofia at SlotSquad.com**, confirming that my self-exclusion request was indeed processed across their _existing_ sister brands. However, Sofia also stated that my exclusion “did not specify the inclusion of any future brands,” and that this is why I was later able to open new accounts under other Elmst Limited-operated casinos.

This response, in itself, acknowledges that:

1. Elmst Limited recognizes that I had self-excluded across their network of brands.
2. They did not extend that exclusion to any newly launched sister brands — even though these operate under the same company and share the same infrastructure, customer databases, and payment systems.

This position demonstrates a **failure to uphold the spirit and intent of the self-exclusion policy**, which is to protect vulnerable players from accessing _any_ platform under the same operator. Self-exclusion is meant to cover all related brands, current and future, not just the ones existing at the time of the request.

Throughout the past two, I have repeatedly self-excluded on several of Elmst Limited’s websites, including but not limited to:

- **Nitrowin.com**
- **Slotpony.com**
- **Slotmojo.com**
- **Richmoose.com**
- **Jackpotcow.com**
- **Sugarinocasino.com**
- **Reblz.com**

Despite these exclusions, I have continued to gain access to their other platforms using the same personal data, including the same **mobile number** and **direct banking details** — methods that the operator could have easily used to identify a self-excluded player.

My most recent exclusion was requested via live chat on **Slotmojo.com** around **February 2025** where I explicitly asked to be excluded from all sister sites. Nevertheless, I was later able to gamble freely on other Elmst Limited websites.

The operator’s own admission — that they only excluded me from “existing brands” — confirms a **systemic failure** to apply adequate player protection measures. This selective exclusion practice directly undermines the **MGA’s self-exclusion and responsible gambling regulations**, which require operators to take reasonable steps to prevent self-excluded players from accessing any platform under their license.

 I am happy to provide:

- The full correspondence from Sofia at SlotSquad

This is a serious compliance issue that has caused repeated harm, and I believe it warrants regulatory scrutiny.

Thank you for your time and assistance.

PS. my losses are beyond the sum i demand …

Notice the same receipient in all transaction .. different periods … this is under one year.. i have requested bank statment for my other account to prove how much i have been allowed to lose despite the self-exclusion

Hi Jb761012,

Apologies, our previous response was given in error.

Sadly there's nothing we can do to assist you with this matter. The MGA reserve management of this type of complaint issue to their own team. All we could do is suggest you contact the regulator.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 125k gambling operator websites for between 24 hours and 5 years.

You can also find information on the various support agencies available to support you in your country in our Responsible Gambling Directory.

Sorry we could not be of more help!

CasinoReviews.com Complaints Team

The MGA reserve management of this type of complaint issue to their own team.

Dear Casinoreviews.com team,

I am writing to ask you to investigate and to publish a clear warning about SlotSquad.com (and its related brands) for failing to honour a self-exclusion request that I made in good faith — a failure that directly led to significant financial loss and emotional distress.

**Summary of facts**

- I previously self-excluded from SlotMojo.com and Reblz.com due to serious gambling problems and explicitly told SlotMojo / Reblz customer service that I wanted to be excluded from **all websites operated by the same license holder**. I made this decision because I do not trust the operator to act responsibly otherwise.
- Despite that clear instruction, I was later able to register a new account on SlotSquad.com using the same personal details and the same mobile number.
- As a result of this registration being possible, I deposited and lost **€3,195** on SlotSquad.com.
- After these losses, my account was blocked by SlotSquad, but they **refused to return my available balance**.
-

The casino’s Customer Care Manager (Slotsquad) responded on **6 October 2025** (message signed by “Sofia”) and stated:

> “Your original request was for self-exclusion from our brand and its existing sister brands. … Since your request did not specify the inclusion of any future brands or accounts, you were later able to create a new account with one of our sister brand casinos. … we are unfortunately unable to issue a refund.”

**Why this is unacceptable**

1. A self-exclusion request is only effective if it is implemented responsibly across the operator’s network. Allowing the same person to open an account on a sister site with the same personal details and mobile number demonstrates a systemic failure in their compliance procedures.
2. The casino’s interpretation — that a request to exclude “existing sister brands” does not cover future brands under the same license holder — is disingenuous and fails to reflect the spirit of responsible gambling and consumer protection.
3. The direct consequence of SlotSquad’s failure was a substantial, avoidable financial loss and clear emotional harm. Blocking my account and withholding remaining funds compounds that harm.

**My demands**
I therefore demand the following, to be completed and confirmed in writing within **14 days** of your receipt of this complaint:

1. **A full refund of €3,800**— the amount I deposited and lost as a direct result of the operator’s failure to implement my self-exclusion across its network.
2. **Immediate return of any remaining available funds** on my blocked SlotSquad.com account.
3. **Written confirmation** that I am permanently excluded from all websites operated by the same license holder (all existing and any future brands/sites under that license), and confirmation of the technical measures they will apply to prevent re-registration (for example, cross-brand account matching on name, date of birth, national ID where applicable, and mobile number).
4. **Compensation for distress and aggravation** caused by their failure and by the subsequent handling of my case. I request compensation of **€5,000** for the suffering and hardship caused by their negligent compliance. (If SlotSquad prefers to propose an alternative compensation figure, please state it in writing with justification.)

If these demands are not met within 14 days, I will proceed to escalate my complaint to the following authorities and bodies:

- The Malta Gaming Authority (MGA) — the regulator responsible for licensed operators.
- My bank/payment provider to request chargeback/reversal for unauthorised or improperly facilitated gambling transactions.
- Consumer protection agencies and relevant dispute resolution services.
- I will also publish a factual account of this case on review platforms and request that Casinoreviews.com consider flagging this operator for readers and investigating the operator’s self-exclusion practices.

**Request to Casinoreviews.com**
I am asking Casinoreviews.com to:

- Investigate SlotSquad.com (and its sister brands) for failure to implement effective self-exclusion and potential breaches of responsible gambling obligations.
- Publish a factual notice or review update warning other players about the operator’s conduct if your investigation corroborates my experience.
- Advise me on any additional steps I should take with regulators or dispute resolution services.

Please confirm receipt of this complaint immediately and inform me of the next steps you will take. I will provide any additional documentation you request, including screenshots, registration details, timestamps, and correspondence with SlotSquad.

Sincerely,
▇▇▇▇▇▇▇▇▇▇

Slot Squad Casino — failure to honour self-exclusion, request for refund and compensation

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