1. Purpose of This Policy

Play360 aims to provide users with a clear and fair process for submitting complaints concerning accounts, transactions, games, deposits, withdrawals, verification, or other Play360 services.

This policy explains how users can submit a complaint and how Play360 may review and respond to it.

2. How to Submit a Complaint

A player complaint must be submitted only through one of the following official channels:

• Email: through the official Play360 support or complaints email address published on the website.
• Contact Us Page: by submitting the complaint through the official Play360 Contact Us form.

3. Information Required in a Complaint

To help Play360 investigate a complaint efficiently, the user should provide relevant information, including where applicable:

• Registered Play360 username or account ID.
• Registered email address or mobile number.
• Clear description of the complaint.
• Relevant transaction ID, UTR, withdrawal ID, or reference number.
• Date and approximate time of the event.
• Relevant screenshots or supporting information.
• Any previous support or complaint reference number.

4. Do Not Send Sensitive Security Information

Users must never include passwords, OTPs, CVVs, PINs, complete card details, banking passwords, or account recovery codes in a complaint.

5. Complaint Acknowledgement

After a complaint is received through an official channel, Play360 may acknowledge receipt and may provide a complaint or support reference number.

Users should keep this reference number for future communication concerning the same complaint.

6. Complaint Investigation

Play360 may review relevant account information, game records, transaction information, security logs, payment records, and other information reasonably necessary to investigate the complaint.

In some cases, Play360 may request additional information or documentation from the user before completing the review.

7. Deposit and Withdrawal Complaints

For complaints regarding deposits or withdrawals, users should provide the relevant transaction reference, UTR, bank reference, amount, date, and any other information reasonably required to identify the transaction.

Deposit and withdrawal complaints may also be subject to the Play360 Deposit & Withdrawal Policy, Refund Policy, and AML/KYC Policy.

8. Game Result Complaints

If a user believes there is a technical problem or error relating to a game result, the complaint should include the game name, game/session reference where available, date, approximate time, amount involved, and relevant screenshots.

A complaint will not automatically result in a refund or reversal. Any adjustment will depend on the results of the investigation, applicable Play360 policies, and applicable law.

9. Fraudulent or Abusive Complaints

Users must not intentionally submit false complaints, forged evidence, manipulated screenshots, fraudulent transaction claims, or misleading information.

Where Play360 reasonably determines that a user has intentionally abused the complaints process for fraudulent purposes, the account may be restricted, suspended, or terminated in accordance with Play360 policies and applicable law.

10. Complaint Response

Play360 will aim to review complaints within a reasonable period. The time required may depend on the complexity of the complaint, availability of information, payment-provider response times, security checks, or the need for additional verification.

The outcome may be communicated to the user through the registered email address or other official communication channel associated with the complaint.

11. Repeated Complaints

Users should avoid submitting multiple identical complaints while an existing complaint is already under review.

Duplicate submissions may delay the review process.

12. Complaint Records

Play360 may retain complaint records, communications, transaction details, and related investigation information for security, dispute resolution, fraud prevention, service improvement, and applicable legal or regulatory purposes.

13. Privacy

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

14. Changes to This Policy

Play360 may update this Player Complaints Policy from time to time to reflect changes in its support procedures, services, security processes, or applicable requirements.

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

15. Official Complaint Channels

All formal complaints must be submitted only:

• Through the official Play360 email address published on the website.
• Through the official Play360 Contact Us page.

Play360 may not recognise complaints submitted through unofficial or unauthorised channels as formal complaints.