PlayWise365 Casino - Player disputes with the casino's withdrawal process.

This casino is a scam, I play at various casinos and never had such an experience with casino like them.

They claim as per their website that they process withdrawals in 15 minutes. However, after you win and submit withdrawal requests they say, you will have to wait until 24-72 hours.

Even after that period in between, they return money back to your casino wallet, stating due to technical error it was cancelled and when we ask their customer care team, they say it was cancelled by user or some other excuse and asks to resubmit.

This has been the episode everytime I requested for withdrawals, so I stopped playing at their casino and ask them to exclude me.

They then started calling me, which should not be even allowed but they call from offshore numbers, and then they said please trust us one more time and deposit this time we will surely make sure we don't disappoint you and a VIP manager will be assisting you via WhatsApp and will process withdrawals instantly.

I deposited another 50k and then I won 100k and when I requested for withdrawal, the VIP manager stopped responding, on customer care the same thing being said please wait 72 hours.

Again withdrawal was returned to casino account and never got money.

VIP manager only responded after 3 days, whilst I spent all the money playing in casino and said he was on sick leaves and couldn't check WhatsApp messages 😭

This is a plain scam casino, so save your money and NEVER PLAY HERE!

I have blocked their numbers as they are nothing but thieves, I shouldn't have trusted them the second time and should have kept playing at my usual casino.

Hello realrahul,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlayWise365 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Could you please forward your self-exclusion request which you sent to the casino to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear realrahul,

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.

Hi Nick

I have emailed you details along with screenshots of the chat confirmations and dates of the conversation on your questions.

Let me know if anything else you need from me on this one.

Thanks

Rahul

Dear realrahul,

Can you please advise since when is your account verified and since when exactly is the withdrawal pending?

Dear realrahul,

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.

Thanks for responding to my post, based on your query please find attached.

I joined Playwise365.com in April 2023.

I immediately verified myself by uploading my two government ID's as requested by them:

1.) Aadhaar card

2.) PAN card

After sometime it said details were verified and I can even see today on the portal account of completely verified.

With respect to exclusion, based on the experience I had from them holding my withdrawals, cancelling them by stating technical issues or sometimes even lying to me stating "cancelled by user" and returning money back to my casino account.

I eventually asked for them to self-exclude myself on 26th July 2023, you can see the screenshot attached of the chat with their team and told them not to call/message me even.

But yet they called again and kept calling from new numbers and with new people saying please trust us for last time and we will give you WhatsApp support and instant withdrawals and they did the same thing again.

Let me know if you need any further information on this one from me.

I feel like cheated because I deposited about 400,000/- with them and they cheated by not giving me withdra

wals when requested.

Hello realrahul,

Please keep in mind that self-exclusion serves for gambling addiction so unless you mentioned it, the casino was not obligate to close your account.

Can you please advise what is your current balance in the casino?

Dear realrahul,

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.

Nick,

I am not sure that you are anywhere close to the issue that was raised.

Let me try to bring you back to the original issue that was raised and about which all the details were provided here on the blog and also privately via email.

The issue is that casino claims that they do withdrawals instantly i.e. within 15 mins they are completed. Yet in my case, it was seen not once but twice they failed to deliver. Not only that, they committed new timeline of 2 hours first and then 24 hours and had no update the next day.

Afterwards, they cancelled the withdrawal and returned money to my wallet and mentioned the reason as "cancelled by the user", when there was no such option available even, upon discussion with customer care, they said it was a technical issue and asked to retry.

Another attempt for withdrawal was made and then yet again, it wasn't completed and returned back to casino account.

I eventually used that money to play with and lost, I guess that is what they wanted players to do and so that money is never paid out.

This was annoying and I decided to never play with them, I asked them to close my account, for which they said they can only put a temporary hold on account, there is no way to close account. I asked them to refer the self exclusion policy, and they said ok we shall take request.

I considered that as the final confirmation, yet they never closed the account. Their marketing team kept calling. Everytime new person, finally after a lot of their convincing I have them another chance and agreed to do another deposit and they said my account was always active and wasn't closed and promised me they will ensure instant withdrawals and will assist via WhatsApp/calls via a VIP manager. I somehow won big that day and upon registering the withdrawal request, everyone vanished, nobody answered on WhatsApp, customer care had same script on chat, sir it will take 2 hours, then 24 hours

The point is they are FAKE and they do not process withdrawals, I have stopped playing with them long back and posted here my complete experience so others don't fall in their trap, considering there are better choices available elsewhere. This website is useless and this casino should never be trusted.

Infact asking multiple times to their people and sharing the ugly experience I have had with them, now again new marketing people from their team calling and trying to convince by saying, "Sir, we are sorry for your experience please give us one more time".

Mistakes can happen once, but if they're repeated then it's intentionally done, like in their case. Hence, no further chance for them. There doesn't seem to be a regulated entity to take action about the loss I have faced. But my key intention of sharing via your forum is for others to be saved.

Hello realrahul,

Unfortunately this is still not something that we can punish the casino for as the recommended time frame for a withdrawal is 14 days. If a withdrawal gets canceled, it must have a reason and the player must contact the casino in order to ask for it - it is mostly unfinished verification or if the player plays with a bonus. No casino is responsible if the player decide to play with the balance instead of requesting for a withdrawal again.

Please keep in mind that the time frame is recommended for a reason and the player should wait out the period otherwise there is nothing we can possibly do. If the withdrawal takes longer, it would be a much different scenario but in this specific case, the casino did nothing wrong.

Also regarding the exclusion - as it is meant for gambling addiction, and you did not mention it, the casino was not obligate to close your account or to stop sending out promotions.

Is there anything else we can assist you with?

Dear realrahul,

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.

Nick

Must be that my English is very bad that you are not able to understand the concern, because I am sure you do not represent the casino in question.

I would neither waste anymore time on explaining it all over again as I laid out in my responses above the issues.

A few more points I would like to still raise based on your latest response through:

Where is it written 14 days is the withdrawal timeframe, have you visited their website and/or read the terms and conditions?

Their website under the FAQ's clearly states 3 hours approximately and 24-72 hours in special cases, so not sure on your assumption of 14 days timeframe

Withdrawal cancellation was done by casino, did they notify or seek my permission, "NO", Why?

Did they ever explain the exact details on why withdrawal request was cancelled, "No", just said technical issue at our end, not just once but "TWICE", why?

I already told you in advance TWICE, that I was fully verified and I sent you screenshots as the proof via email, this is something I do with any online casino first, is to verify myself and add my banking details and check with their customer care, that their won't be issue in withdrawals as an experienced player and I did send you screenshot of all this via email, so not sure why you say that delays can occur due to verification being incomplete?

Lastly, as a player I can request my account closure at any given time and opt for self-exclusion. They do not close the accounts, yet only put a temporary hold on the account, their marketing team keeps calling me and they still call me, so not sure how this and many other online casino websites are actually in anyway following the rules and if their is any regulator to watch this, India being a market where they operate without any legal rules and hence, nobody is bothered about it. But my money has been lost (although stolen is the right word), hence I put in the entire experience here for other players to know and BEWARE about the entire fraud business being run by Playwise365, I play with many other casinos and never had such an experience, but sometimes you learn when you fall, I have learnt for future to only play with reputed old timers and not such shady ones.

I am sure I won't get my money back, but I keep wining/loosing way bigger amount than these in a day, it was more for people to know about what I have been thru this website and for them to stay away from there!

Dear realrahul,

It is written nowhere it is just a recommendation as based on our experience, withdrawal may takes up to 2 weeks no matter what the casino claims. As a player you can also request an account closure which is however reversible by a simple request to the casino. Self-exclusion option servers for gambling addiction and as you nowhere mentioned this fact, the casino was not obligate to block your account.

The complaint will be now closed as I believe that the situation has been explained multiple times.

Wish you best luck in the future.

Regards,

Nick