Consumer complaint received 2026-01-28 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: OK

Complaint narrative:
Company : Cash App / Block , Inc . 

Summary of Issue : I am submitting this complaint regarding Cash Apps handling of multiple fraud/dispute claims related to transactions with McLuck.com, an online gaming/gambling merchant. Cash App inconsistently resolved my disputes by approving only minimal, low-dollar claims while denying higher-value claims involving the same merchant, same circumstances, and same timeframe. After I escalated unresolved disputes through my bank due to Cash Apps denials, Cash App immediately closed my account in what appears to be retaliatory action, leaving me without any avenue for recovery. 

Timeline of Events : XX/XX/XXXX Multiple transactions with XXXX occurred through my Cash App account, totaling {$1700.00}. 

XX/XX/XXXX I initiated disputes with Cash App for these transactions, categorized as service not as expected due to misleading representations by the merchant, which advertised free gameplay while actually involving real-money gambling. 

XX/XX/XXXX Due to lack of resolution and urgency, I escalated some disputes through my bank. 

XX/XX/XXXX Cash App immediately closed my account, citing a violation of its Terms of Service for opening claims through my bank. 

XX/XX/XXXX Cash App began denying the majority of my disputes, including all higher-dollar claims, without providing specific explanations. 

XX/XX/XXXX Cash App approved two low-dollar disputes totaling {$30.00}, while continuing to deny sixteen disputes totaling {$1700.00}, all involving the same merchant, timeframe, and circumstances. 

XX/XX/XXXX I attempted to escalate remaining disputes again through my bank. 

XX/XX/XXXX - I attempted to appeal the denied requests and Cash App closed the appeals, further denying them, and without a way to reopen the claim. 

My bank informed me ( verbally, on a recorded line ) that they could not assist further because Cash App is considered a third-party platform, leaving me without any effective recourse. 

Inconsistent and Arbitrary Dispute Handling : Cash Apps decision to approve only two small disputes while denying sixteen higher-value disputeswithout explanationdemonstrates inconsistent and arbitrary dispute resolution. All transactions involved the same merchant, same alleged misconduct, and same time period. Partial approval strongly suggests Cash App acknowledged an issue with the merchant activity, yet selectively denied recovery for higher-value losses without justification. 

Cash App did not provide clear reasoning, evidence, or meaningful appeal options for either the approvals or denials. 

Retaliatory Account Closure : Cash App closed my account immediately after I escalated disputes through my bank, explicitly stating that doing so violated their Terms of Service. This action effectively punished me for seeking lawful dispute resolution after Cash App denied my claims. The closure prevented me from accessing my account, pursuing further disputes, or obtaining additional documentation, compounding the harm. 

This conduct appears retaliatory and undermines consumer protections by discouraging users from exercising their right to dispute unauthorized or misleading transactions. 

Consumer Harm and Lack of Due Process : As a result of Cash Apps actions : XXXXI was denied recovery of {$1700.00} in disputed funds.

-I received no explanation for inconsistent approvals and denials. 
-My account was closed without warning or due process. 
-My bank declined assistance because Cash App is treated as a third-party platform. 
-I was left without any meaningful path to recovery or appeal. 

This combination of inconsistent dispute handling, retaliatory account closure, and structural barriers to recovery caused significant financial harm and eliminated consumer protections that would otherwise apply.

Company response to consumer: Closed with explanation