PlayWise365 Casino - Player's high winning withdrawals are being delayed by review.

I won 700x on crazy time game where I placed a bet of 1000rs I won 7lakh. I withdraw 2lakh at first it came in to my account the very next day.

I have played a lot of money and Won few, lost many in this site from the past 9months.

After the 2 lakh withdrawal I placed a 3lakh withdrawal and waited for 2days. One guy in whats up told me to cancel 3 lakh and place a new withdrawal requests of two 50k's each. Then they started saying your bets are under review for a week.

After repeated chats one 50k got approved after 7days and they started saying the same from the past 10days.

I chated with the agents online. Whats up manager ran away. She is just watching my messages and not replying.

Online agents are just saying those bets are under review from many days. Those agents told me many times that they requested a call back from their manager and I will receive a call shortly but I never got.

Suddenly when I chat yesterday after 14days they said your withdrawal of 50k got canceled by your own it got reversed in to your account,now place a new withdrawal request. Now I placed a 2lakh withdrawal but they are just passing the time. Few months back also I faced problems in the withdrawal and stopped playing but their agents repeatedly called me and promised it wont repeat again. But same thing is happening if you win big forget about your withdrawals in this site

Dear HKBET,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayWise365 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share a screenshot of your withdrawal requests as they appear in your casino account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your messages.

Was your withdrawal from 27th of March processed or rejected?

I'll await any news from you.

It was canceled again and said,still your bets are under review. I placed a withdrawal of 90k on 31st march, still it is pending.

They did not get any reply from the game provider it seems.

I asked them who is your game provider?

They said "we cannot disclose our internal matters to players".

Thank you very much, HKBET, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello HKBET,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite PlayWise365 Casino to join the conversation and participate in the resolution of this complaint.

Dear PlayWise365 Casino,

Can you please provide further information about the investigation of the player's bets?

Kind regards,

Adam

Hello HKBET,

Thankyou for the additional information provided by email.

We will await a response from the casino, as we will need more information from them to proceed.

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear HKBET,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Adam

This complaint was reopened at the request of the casino.

Dear HKBET,

The casino states that there are no visible issues with your account and that the situation seems to have been resolved. Can I ask you to please provide an update on the situation?

Kind regards,

Adam

Hello I just got 50k and a 50k after the case has closed. I mean in a month I just got 100k withdrawal.

And the whats up manager told me I have to play that money, if not I wont get my withdrawals approved.

I played 120k and lost but still 220k withdrawals are pending.

Online agents kept saying your bets are under review, but suddenly whats up manager appeared from no where and approved a withdrawal of 50k with a condition that if I dont play I will not get my withdrawals approved. What kind of conditions these people impose if you win!!

Dear PlayWise365 Casino,

Can you please clarify the situation further? Has the player been told that they must continue to play in order to be able to withdraw their winnings?

Kind regards,

Adam

I am not expecting anything from casino except my withdrawal.even yesterday they told me my bets are under review and fair game stuff. I dont know that means.

Hello, their manager spoke to me, they settled my amount of 2 withdrawals 70k and 50k. There was a miscommunication between there internal team it seems, they thought of reviewing other account but reviewed mine because of miscommunication. Thank you Casino guru for bearing with my concern and thank you playwise365 too for settling my 2 withdrawals. You can close this case as solved.

Thanks.

Regards

Hk

As the problem has now been resolved, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, HKBET, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam