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