Unpaid 1600 euros winnings and account closure

Dear AskGamblers Complaints Team,

I would like to submit a formal complaint against Cashed Casino (Cashed.com) regarding the confiscation of my balance and the permanent closure of my account without a clear and specific explanation.

Casino: Cashed Casino (Cashed.com)

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Username (if applicable): Miki3333

What happened

On 20 November 2025, I was playing at Cashed Casino with my real money balance (no abusive behaviour, no multi-accounting, no use of any bugs or software, and no violation of bonus rules to my knowledge). I had a good winning streak, and my balance reached approximately 6k€ in the past months, and with the remaining balance €1,100.

+There was pending withdrawal of my winnings (€500) on 10.11.2025

On 22 November 2025, I received an email from the casino informing me that my account was permanently closed due to an “internal administrative decision” after a “review by the Administration Team”. They quoted Section 9 of their Terms and Conditions about the right to close accounts in case of “fraudulent schemes, software/system errors, or abusive activity” in their sole judgment.

However, the casino did not provide any concrete evidence or a detailed explanation of what exactly I allegedly did wrong. They did not specify:

which rule I violated,

which bets or transactions are problematic,

or any proof of fraudulent or abusive behaviour.

I did not:

create multiple accounts,

someone else’s documents,

exploit any obvious bug or technical error,

or deliberately break any bonus or game rules.

I simply had a good winning streak, and then my account was closed, and my balance was removed.

Casino’s response

In their email dated 22 November 2025, they wrote (excerpt):

“Following a thorough review and careful evaluation by our Administration Team, we regret to inform you that your account has been permanently closed as a result of an internal administrative decision. … In accordance with Section 9 of our Terms and Conditions:

We reserve the right to conduct game reviews/review customer activity periodically with the intention of verifying compliance with the Terms. If, upon such review, it appears that the customer is engaging in fraudulent schemes, taking advantage of any software or system errors or failures, or engaging in any form of activity that we, in our sole judgment, is abusive, we reserve the right to revoke the right of said client to access any promotion awarded, void any profits obtained from said promotion, prevent subscription to other promotions in the future or even close the client's account.”

This is a very generic clause that gives the casino unlimited discretion, but they never showed how any of this applies to my specific case.

I contacted the casino and requested:

a clear and detailed explanation of the alleged violation, and

evidence (dates, bets, transactions) supporting their accusations,

and the payment of my legitimately won balance of €1,600.

So far, I have not received any specific explanation or evidence – only the same generic reference to “internal administrative decision” and Section 9.

What I am asking for

I kindly ask AskGamblers to help me with the following:

Request from Cashed Casino a clear and detailed explanation of:

which exact terms and conditions I allegedly violated,

and what evidence they have that I engaged in any fraudulent or abusive behaviour.

If they cannot provide solid evidence of a serious violation, I request that Cashed Casino be asked to:

pay my full balance of €1,600, which I fairly won while playing in good faith, or at least to reach a fair settlement instead of confiscating 100% of my funds.

I am willing to provide all necessary documents and screenshots, including the email from Cashed dated 22 November 2025 about the permanent closure, my deposit and game history (if available), and any further correspondence with the casino.

Thank you very much for your help and for taking the time to review my case.

Best regards,

Milan