Spinsweet Casino

VISA

Hi Caanaaz92 - welcome back to CasinoReviews.com!

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

Having already discussed matters of this nature with the regulator, the MGA has asked us to direct players complaining about withdrawal fees with this group to them. As such please contact the regulator to advance your claim, and notify them that CasinoReviews.com directed you to contact them.

Thanks,
CasinoReviews.com Complaints Team

Hi Caanaarz92,

Thank you for letting us know.

Since we won't be able to assist you further from our end, we'll be closing this case soon.

CasinoReviews.com Complaints Team

am contacting you because my complaint appears to have been closed simply because Elmst Ltd made a payment. However, my complaint has **not** been resolved.

Although Elmst Ltd paid €2,247.45, they have never explained how this amount was calculated. For more than three weeks I have repeatedly requested the calculations, transaction breakdown and supporting documentation, but these requests have been ignored.

Elmst Mail.pdf

What makes this even more concerning is that I originally contacted each individual Elmst Ltd casino about this issue. After doing so, **Elmst Ltd informed me that they would take over the handling of my complaint centrally** because I had contacted all of their casino brands. They reviewed my case, calculated a single refund covering multiple casinos and processed the payment themselves.

Elmst Mail.pdf

However, they are now refusing to explain their calculation and instead directing me back to the individual casinos for the documentation. This is contradictory, as it was Elmst Ltd who assumed responsibility for the complaint and carried out the calculation.

Furthermore, Elmst Ltd claims that the refund relates only to **withdrawal fees**. However, their own Terms and Conditions refer to **transaction fees** and do not state that these apply exclusively to withdrawals.

Terms.pdf

I have deposited more than SEK 300,000 across Elmst Ltd’s casino brands over several years. Without the underlying calculations and supporting documentation, I have no way of verifying whether the refund is complete or whether all incorrect transaction fees have been reimbursed.

I therefore respectfully request that CasinoReviews reopen my complaint and ask Elmst Ltd to provide:
- The full calculation of the €2,247.45 refund.
- A complete transaction history.
- A breakdown of every refunded transaction fee.
- All supporting documentation used to calculate the refund.

Without this information, I cannot consider the complaint resolved.

Hi Caanaaz92,

We apologise for the delay from the MGA, but they would need to receive the email from you. We are also told explicitly to redirect people to their website and email for these kind of cases.

Sorry we cannot be of further help.

CasinoReviews.com Complaints Team

The MGA has asked us to direct players complaining about withdrawal fees with this group to them.

I am submitting this complaint against **Elmst Ltd** and all of the casinos I played at under this operator, including **SpinSweet, SlotMojo, SlotSquad, Sugarino and SlotPony**.

Over several years, I deposited, wagered and withdrew substantial amounts across these casinos. During this period, I noticed that the amounts credited to my bank account were repeatedly lower than the amounts I had withdrawn from my casino accounts.

I immediately contacted my bank to investigate the missing funds. My bank confirmed that **it did not charge any fees** on these transactions. Because I could not determine where the missing money had gone, I reported the matter through my bank and also filed a police report. I have attached the police report as supporting evidence.

After I raised formal complaints, Elmst Ltd admitted that incorrect withdrawal fees had been charged and offered to refund **EUR 2,247.45**. While I acknowledge that they admitted errors, they have **refused to provide any documentary evidence** showing how this amount was calculated.

I repeatedly requested a complete breakdown showing:
- Every withdrawal made from all of my Elmst Ltd casino accounts.
- The amount of each withdrawal.
- Every fee deducted.
- Any Provider Service Fee.
- Any currency conversion applied.
- The exchange rate used.
- The payment provider involved.
- The calculations showing exactly how the refund amount of **EUR 2,247.45** was determined.

Despite my repeated requests, Elmst Ltd has refused to provide this information.

What I find particularly concerning is that **SpinSweet alone acknowledged approximately EUR 1,200 in incorrectly charged withdrawal fees**, even though I played there for a much shorter period than I did across the rest of the Elmst Ltd casinos.

At the same time, Elmst Ltd claims that the **total** incorrect withdrawal fees across **all** of my accounts at **SpinSweet, SlotMojo, SlotSquad, Sugarino and SlotPony** amount to only **EUR 2,247.45**.

Without the underlying transaction records, I have no way of understanding or verifying how these figures were calculated. The numbers appear inconsistent, and Elmst Ltd has refused to explain them.

Had I not identified these discrepancies myself and submitted formal complaints, I do not believe I would ever have been informed that incorrect withdrawal fees had been deducted from my withdrawals.

The fact that multiple casinos operated by the same company have admitted charging incorrect withdrawal fees raises serious concerns and, in my opinion, warrants a full investigation.

I therefore respectfully request that Elmst Ltd be required to provide:
- A complete transaction history for all of my accounts.
- A detailed breakdown of every withdrawal and every deduction.
- Documentary evidence supporting every fee charged.
- The calculations used to determine the refund amount of EUR 2,247.45.

Without this documentation, I cannot verify whether I have been fully reimbursed.

In addition, I request that my claim for a refund of my deposits be considered. My confidence in the fairness and transparency of these casinos has been seriously undermined by the admitted incorrect withdrawal fees and the operators’ refusal to provide the documentation necessary to verify my transactions.

I have attached my police report as supporting evidence. And they payed out 2200 euro but didn’t payout 1200 from sweet spin. I have deposit and played there for months and years. Only on slotmojo I have deposit over 12000 euro.

SpinSweet Casino - Formal Complaint Against Elmst Ltd 

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SpinSweet, SlotMojo, SlotSquad, Sugarino and SlotPony.

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