PlayWise365 Casino - Player believes that their withdrawal has been delayed.

My withdraws were suddenly getting cancelled for no reason when i checked reason it showed under review i waited for 2 days and then i messaged live chat they said its under review i agreed now they are saying same thing from 15 days no response change from their side they aproved my 2 withdraws in between but didn’t payed my full money my 42k is still stuck

its been 15 days today

my username on playwise is [redacted]

ph number [redacted]

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Dear Babby0411,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

No mam its been 16 days today still they are cancelling the withdrawal please help me everything is shown in screenshots @playwise365 is repeating same messages please help me my money is stuck everything is done they are still denying the withdrawal and saying that its under review for no reason its not delayed withdraw its cancelled withdraw multiple times

I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please clarify the exact date when you first requested the withdrawal?

Thank you very much in advance for your reply.

I will answer these questions in line

1. Yes i get withdrawals occasionally but of very less amount after 4-5 days if the withdraw is of above 5k rs they cancel it
2. Yes i sent them my kyc documents they said if we need your kyc we will inform you or email you ans ask for your kyc verification but i have already sent them my all documents in website and in mail also i have proof
3. I have no active bonus nothing i won it straight through money
4. i bet on sports only no casino nothing
5. 14 sept was the date they rejected my first withdrawal

they have no policy of even reviewing my withdraw as they mentioned in their policy terms and conditions but still they took that long and also their live chat is repeating same answer from 1st day that it is under review and will process soon now i need your help please help me

Thank you very much for your reply, Babby0411.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru, especially the results of the game provider's review and the estimated completion time? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

Dear Babby0411,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru