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I made a withdrawal several times but everytime my withdrawal has been cancelled and I tried to contact customer care but they too are ignoring me they don't reply anything

Dear khanajazulhaq40,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Is the withdrawal from the screenshot still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Sir my account is fully verified, i deposited 45000 and I was playing some casino games from last 2 weeks, and when I go for withdrawal it has been cancelled by authority, I don't understand why my withdrawals are cancelled again and again and I tried it more than 20 times and still my withdrawals are cancelled.

My withdrawal is still pending.

My account is verified through Pan Card.

I think it is an internal casino issue.

Please need ur help

Thank you

Thanks for the clarification.

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 the 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, please, let us know and we will intervene and try to help you. 

If you encounter any difficulties before your withdrawal can be fully processed without explanation from the casino, please let us know and we'll intervene sooner.

I'll set the timer accordingly, please contact us if you have any news.

Ok thanks for ur good response, and I am still waiting for my withdrawal which is pending from last 10 days, and I hope u will solve my problem within a given time above, and again I hope I will play casino games again and will give them good rating hear.

Thank you ❤️

Dear khanajazulhaq40,

Was your withdrawal processed? Has the money reached your account yet? Please let me know.

Sir I checked recently and again my withdrawal was cancelled, I don't understand why it has been cancelled again and nobody is helping me and no one is responding me. I mailed more than 5 times and they r not responding me.

Thank you very much, khanajazulhaq40, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi khanajazulhaq40,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear PlayWise365 Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's withdrawal requests have been canceled from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

I made two withdrawals yesterday that shows me successfull but was not credited in my bank account

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.

I have tried to contact the casino 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of PlayWise365 Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The following message was received from the casino representative:

Hello,

I can see all the withdrawal requests to be completely settled on time, in our panel, with the concerned account.

However, assuming, there could have been some transaction issues at the payment gateway's end, to which we really apologies for any inconvenience caused.

Best Regards.

Dear Khanajazulhaq40, can you please confirm whether you received any withdrawals from the casino after the complaint was closed?

Dear khanajazulhaq40,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.