1. Purpose of This Policy

Play360 is committed to providing users with a clear and structured process for raising concerns or grievances relating to the use of its platform, games, accounts, transactions, verification, payments, withdrawals, or other services.

This Grievance Redressal Policy explains how users can submit a grievance and how Play360 may review and respond to it.

2. What Is a Grievance?

A grievance is a complaint or concern raised by a user regarding a Play360 service, account decision, transaction, support experience, game-related issue, verification matter, or other issue connected with the platform.

3. Official Grievance Channels

All formal grievances must be submitted through one of the following official channels:

• Official Email: Submit your grievance through the official Play360 email address published on the Play360 website.
• Contact Us Page: Submit your grievance using the official Contact Us form available on the Play360 website.

4. Information to Include in a Grievance

To help Play360 investigate your grievance, please provide sufficient information, including where applicable:

• Registered Play360 username or account ID.
• Registered email address or mobile number.
• A clear description of the grievance.
• Date and approximate time of the incident.
• Relevant transaction ID or UTR number.
• Withdrawal or deposit reference, where applicable.
• Relevant screenshots or supporting documents.
• Previous complaint or support reference number, if available.

5. Do Not Provide Confidential Security Information

Users must not include confidential authentication or payment credentials when submitting a grievance.

• Password
• OTP
• CVV
• ATM or payment PIN
• Banking password
• Account recovery codes
• Complete payment-card details

6. Grievance Acknowledgement

After receiving a grievance through an official channel, Play360 may acknowledge receipt and may provide a grievance or support reference number.

Users should retain the reference number for future communication regarding the same matter.

7. Grievance Review and Investigation

Play360 may review relevant information necessary to investigate a grievance, including account records, transaction information, game records, payment information, verification records, security logs, and previous communications.

Play360 may request additional information or documentation if reasonably necessary to complete the review.

8. Account and Payment Grievances

Grievances relating to deposits, withdrawals, wallet balances, payment verification, or account restrictions may be reviewed together with the applicable Play360 Deposit & Withdrawal Policy, Refund Policy, and AML & KYC Policy.

Users may be required to provide the relevant transaction reference, UTR, payment details, or verification information necessary to identify the transaction.

9. Game-Related Grievances

If a user believes there has been a technical issue with a game, the grievance should include the game name, date, approximate time, game/session reference where available, amount involved, and any relevant screenshots.

Submitting a grievance does not automatically guarantee a refund, reversal, or payment. Any adjustment will depend on the outcome of the review, applicable Play360 policies, and applicable law.

10. Identity Verification

Play360 may require reasonable identity verification before providing account-specific information or taking action on a grievance.

This measure helps protect users from unauthorised access and prevents third parties from obtaining confidential account information.

11. False or Fraudulent Grievances

Users must provide truthful and accurate information when submitting a grievance.

Submitting deliberately false information, forged documents, manipulated screenshots, fraudulent transaction claims, or misleading evidence is prohibited.

Where serious or confirmed abuse of the grievance process occurs, Play360 may restrict, suspend, or permanently terminate the account, subject to applicable law.

12. Grievance Resolution

Play360 will aim to review grievances within a reasonable period. The time required may depend on the complexity of the matter, availability of information, payment-provider responses, security checks, and whether additional verification is required.

Once the review is completed, Play360 may communicate the outcome through the user’s registered email address or another official communication channel.

13. Escalation

If a user is not satisfied with the response, the user may reply through the same official email communication or submit a further grievance through the official Contact Us page, quoting the previous grievance or reference number.

Where applicable law provides an external regulatory, consumer, dispute-resolution, or other escalation mechanism, nothing in this policy is intended to prevent a user from exercising those rights.

14. Privacy of Grievance Information

Personal information submitted as part of a grievance will be handled in accordance with the Play360 Privacy Policy and applicable data-protection requirements.

Play360 may retain grievance records and related communications where reasonably necessary for dispute resolution, security, fraud prevention, service improvement, and legal or regulatory purposes.

15. Official Communication

Users should rely only on communication received through official Play360 channels.

Play360 is not responsible for communications, payment requests, refund offers, or other instructions received from unauthorised individuals pretending to represent Play360.

16. Changes to This Policy

Play360 may update this Grievance Redressal Policy from time to time to reflect changes in its services, complaint procedures, security practices, or applicable legal and regulatory requirements.

The latest version will be published on the Play360 website with an updated “Last Updated” date.

17. Official Grievance Contact