Cashy Casino - Player's winnings have been confiscated.

Hello Casino Guru,

I would like to ask for your help regarding a dispute with Cashy Casino.

Cashy has suspended my account and confiscated my winnings, claiming that my account was a duplicate of a previously self-excluded account.

I understand that Cashy says I should not have opened a new account. However, my concern is what happened afterwards.

Cashy accepted my deposits, allowed me to play normally and allowed the account to remain active. The issue was only raised after I requested a withdrawal of my balance.

According to my Cashy transaction history, I made 24 deposits marked as "Credited", totalling A$1,465. I have screenshots of the complete deposit history.

I have also attached my Revolut statement showing transactions made with my card ending in 9894. The relevant transactions total CHF 852.38 and appear under payment descriptors including Arush, Plpop, Bunny Gaming and Keyring.

Cashy requested verification documents from me and stated that my most recent deposit would remain available for withdrawal, but they decided to confiscate the winnings.

I would therefore like Casino Guru to investigate whether Cashy is justified in confiscating the winnings in these circumstances.

In particular, I would like Cashy to clarify:

● The exact Terms & Conditions clause they rely on to confiscate the winnings.

● When they first detected that my account was connected to the previously self-excluded account.

● Why they continued accepting deposits and allowing me to play if the account was already considered prohibited.

● Whether they detected any bonus abuse, fraud or other misconduct. I did not open the account for the purpose of abusing bonuses.

● Why the real-money winnings are being confiscated rather than simply closing the account and returning the deposited funds.

● Why their email refers to a transaction made using my card ending in 9894 as a "Bitstarz" transaction, while my Revolut statement shows different payment descriptors such as Bunny Gaming, Arush and Plpop.

I am not trying to hide the existence of the previous account. My complaint is specifically about the confiscation of the winnings and the way Cashy handled the situation after accepting my deposits and allowing me to play.

I am willing to provide Casino Guru with the Cashy deposit screenshots, my Revolut statement, Cashy’s emails and any other documentation required.

I would appreciate it if you could review the case and determine whether Cashy’s confiscation of my winnings is justified.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cashy Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• What is the amount of the net deposits you made on the newest account, to our knowledge?
• Does the casino intend to process any refund of your deposits?
• When was your original account closed, and under what circumstances? When did you create a new account? Does the personal information match in player profiles on both accounts?
• Kindly provide evidence about having informed the casino of your gambling issues in the past, or similar evidence.
• Kindly provide communication in which the casino informed you that they identified that you had a previous account in the casino. My email is tomas@casino.guru

In the meantime, check other resources and information in our responsible gambling guide, found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas ,

I send you an email with all the details that you’ve requested.

Thank you 🙏🏽

Dear Cosmy,

Thanks for your reply and the information provided. Please note that the first video (video_1.mov) you included is corrupted, and most of it doesn't include most of the information from my point of view.

Kindly submit it again or provide the information in a different format.

Kindly provide proof of the reason for the self-exclusion of your original account, or that you informed the casino of your gambling issues prior to the self-exclusion of your original account taking effect.

Looking forward to your reply

Dear Tomas,

Thank you for your message.

I would like to clarify the situation and provide the additional evidence you requested.

I created the Cashy account on 23 August 2026 and self-excluded the account on the same day. I did not contact Cashy by email or chat to inform them of gambling problems.

The self-exclusion was made directly through the casino’s website.

Cashy later informed me that, when reviewing my withdrawal and account, they identified my account as a duplicate of another account that had previously been self-excluded.

However, I strongly disagree with Cashy’s statement that I used different account details in order to bypass their system. The identification document I submitted was the same ID document used on both accounts, and Cashy themselves confirmed this in their correspondence.

The personal information belonged to me. The main difference was the email address used for the account.

I am attaching screenshots of the correspondence with Cashy showing their statements regarding the duplicate account, the self-exclusion and the verification process.

I am also providing evidence of the deposits made to the Cashy account. The Cashy transaction history shows A$1,465 in credited deposits on 1 and 2 September 2026. I have also included the corresponding Revolut transaction statements as supporting evidence.

I am sending the video again as requested, in a different format, because the previous file was apparently corrupted.

I understand that you specifically asked for evidence that I had informed Cashy about gambling problems before the self-exclusion. As explained above, I cannot provide such communication because I did not make such a statement to Cashy. My self-exclusion was carried out directly through their website.

I would therefore appreciate it if the case could be assessed based on the documented chronology, Cashy’s own correspondence, the self-exclusion, the account verification and the subsequent deposits.

Thank you for reviewing the additional evidence.

Kind regards,

Cosmin ****

Thanks for the clarification.

If you didn't inform the casino of your gambling issues, we can't conclude that the casino should have protected you. Please note that the deliberate creation of multiple accounts in an online casino is not an issue we can assist you with, since the player is responsible for adhering to the rules regarding the creation of multiple accounts.

Consequences for breaching the multiple-account policy might range from failure to verify an account to account closure and balance confiscation. We strongly recommend you abandon the practice of deliberately creating accounts if you have previously registered one before.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.