PlayWise365 Casino - Hráčův vklad nebyl připsán na účet.

I made a deposit of 5000 through UPI on 8th Jan 2024 at 2:09 AM. The payment went through just fine and I waited for the payment page to refresh and show a success message. However, the payment page did not get refreshed. Then the page just timed out. I contacted support, they said it will take a few hours to be processed. I lefts it overnight thinking it will be processed by the next day. To my surprise, the payment status is showing as failure. Upon contacting the customer support, they are now

mentioning that the payment has not been received. I have been scammed and they are giving cock and bull stories that money will be refunded to my source account as the payment failed. A simple fact is that UPI transactions are those which wouldn’t be reversed unless manually the receiver sends it back. Please help me get my money back.

Dear Pavanbhagawan,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted the payment provider too? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hello Team,

I have to share an update on my situation.

I informed the casino that I had raised a charge back request with my bank and the bank will block the amount and it won’t be usable by the receiver until further investigation. After hearing this the support rep mentioned that the funds will be added to wallet and me to withdraw the chargeback request. It is done now. I got the money in my wallet and I cancelled the charge back request with my bank. I am facing a different issue now while using said money that was added to my wallet.

The same money that was added to my wallet, I used it to bet on blackjack. The dealer on evolution table intentionally changed 3-4 cards burning cards mid hand and ended up changing those cards and dealing them to different players which were supposed to be dealt on my hands. long story short - 2 out of my 3 hands end up losing where it would have been high side bet payout hands if it were dealt accurately. I have raised a support ticket with the casino again (11577686-ticket number) I need that game video feed reviewed to undestand why the dealer changed the cards on my bets. Also, the dealer came in with no id and the pit allowed her by verifying the dealer over the PA system. All of this really sounds suspicious.

game details -

I was playing on 3 seats - 500 on main bets and 200 each of both sidebets (21+3 and pp) total bet of 2700 INR. Table name - Classic speed blackjack 22 table - game # Game number 11:49:39. (10/jan/2024)

All of this happens after I get my money added by escalating to such an extent, and that money was destined to be lost in bets. somehow I smell foul play. I really don’t know why those cards were changed and all of this happened on the live play and happend so fast I couldn’t compose myself to be able to record the screen at that instance.

is this something that can be investigated and can video feed from evolution gaming be obtained as proof of manipulation. Please help me and several other players who have been affected like me.

if you happen to need more details, please do let me know I would be happy to explain.

Warm regards,

Pavan

Hi Pavanbhagawan,

Could you please forward any relevant communication or screenshots to petronela.k@casino.guru? 

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you.

Dear Pavanbhagawan,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.