A23 Rummy Withdrawal & Customer Care: Recover Your Balance

The 30-second answer

A23 (the rebrand of Ace2Three, published by Head Digital Works Pvt Ltd, Hyderabad) shut its real-money rummy and poker after PROGA 2025, and now tells players to withdraw their full balance held as of 23 August 2025. Withdrawals stay open, but only with completed PAN/KYC and a bank account that matches your name; expect a 30% TDS cut on net winnings. Use the official in-app help or support email — never a “customer care number” off Google. There is no statutory 180-day refund window: that draft rule was dropped from the final Rules 2026. Recovery runs on the operator’s voluntary withdrawal flow plus your bank/NPCI rail rights and the OGAI grievance ladder.

Read this first, because it changes everything. If you are searching “a23 rummy withdrawal” or “a23 customer care” in 2026, your problem is almost certainly not “the app is slow.” It is “the app stopped its cash games and I have money stuck inside.” That is a different situation with a different playbook. A23’s cash product is gone, withdrawals are a wind-down recovery, and the single most dangerous mistake you can make is to call a fake “A23 helpline number” you found on a YouTube comment or a results site. Those numbers are scams that exist to phish your OTP and UPI PIN. This page maps the real A23 channels, the exact money-out mechanics, the scam patterns, and the honest legal reality — including the rule everyone is getting wrong.

The one fact most pages get wrong. A lot of “recover your gaming money” content in 2026 claims you have a statutory 180-day right to a refund from the operator. You do not. The PROGA draft Rules floated a 180-day platform-refund window, but that provision was dropped from the final notified Rules 2026. There is no statutory refund clock. What you actually have is three real levers: the operator’s voluntary wind-down withdrawal flow (which A23 has kept open), your existing consumer, contract, and RBI/NPCI payment-rail rights, and the OGAI grievance ladder (operator → OGAI within 30 days → MeitY). This guide builds your recovery on those three, not on a refund right that was never enacted.

What A23 is, and what changed in 2025

A23 is the brand you may still remember as Ace2Three — one of the oldest online rummy sites in India, rebranded to “A23” in 2021. It is published by Head Digital Works Pvt Ltd (HDW), a Hyderabad-based company that also ran an A23 Poker product and, for a time, the Cricket.com content platform. For most of its life, A23 was a real-money skill-gaming operator: you deposited rupees, played cash rummy or poker, and withdrew your winnings to a bank account or UPI ID after KYC.

That model ended in 2025. The Promotion and Regulation of Online Gaming Act, 2025 (PROGA) received Presidential assent on 22 August 2025 and prohibits all online money games — skill or chance — where you stake money for a return. Rummy, long defended as a game of skill, is caught by the ban along with poker, fantasy, and pure-chance games. The operating Rules came into force on 1 May 2026. Within days of assent, India’s biggest real-money operators suspended their cash formats, and A23 was among them.

The fallout at A23’s parent was severe. Head Digital Works laid off close to 500 employees — roughly two-thirds of its workforce after the ban, and later shut its Cricket.com content platform. A23’s investor Clairvest recorded an unrealised loss of ₹7.6 billion for the quarter ended 30 September 2025, writing the carrying value of its HDW stake down to zero. So the company behind your stuck balance is in a real, public financial squeeze — which is exactly why getting your money out now, cleanly, through documented channels, matters more than it would for a healthy, growing app.

There is one piece of good news for recovery. HDW did not vanish. It is among the lead petitioners challenging PROGA’s constitutionality in the Supreme Court, the company website is live, and — critically — A23 has explicitly told players to withdraw their winnings, keeping the withdrawal flow open during the wind-down. A23’s own messaging is blunt: “cash games are no longer available on A23 Rummy. We urge you to withdraw your winnings for a hassle-free experience.” That sentence is your starting point.

The three balances you might be trying to recover

Before you touch support, be precise about what you’re recovering, because A23 treats different pots differently. Your A23 wallet is made of separate accounts:

• Deposit Account — money you added yourself with card or UPI that you never played through. This is your own money coming back; it is not taxable winnings.
• Winning Account — money you won at the cash tables. This is the taxable pot, the one that triggers the 30% TDS and the one KYC checks scrutinise hardest on the way out.
• Bonus / promotional credit — chips A23 gave you (welcome offers, referral credit, loyalty rewards). Bonus credit is rarely directly withdrawable, and a large share of “A23 won’t pay me” complaints are really players trying to cash out non-withdrawable bonus balance and reading the lock as theft.

A23’s wind-down instruction is specifically that you place a withdrawal request for your entire balance from either the Deposit Account or the Winning Account as of 23 August 2025, subject to KYC and bank verification. So the recoverable amount is your deposit + winnings balance on that cut-off date — not bonus chips, and not anything you’ve already lost at the table. Open the app, read the withdrawable figure on the withdrawal screen, and that number — not your headline wallet total — is what you are fighting to get out.

Run the recovery in the right order

If you only do one thing after reading this page, do this five-step sequence in order. Each step is expanded in detail below, but here is the skeleton so you can act today.

1. Verify your KYC is complete and your bank name matches your PAN. This single mismatch is the most common silent reason a wind-down payout stalls — fix it before you request anything.
2. Place the withdrawal request for your full eligible balance through the in-app flow, screenshotting every step and the resulting reference.
3. Use only the official A23 support email if it stalls — never a phone number you found off the official site. Get a written ticket reference.
4. If money leaves the rail but never lands, work your bank/NPCI rail rights (the T+1 auto-reversal and ₹100/day rule) using the UTR.
5. If A23 won’t resolve a clean, owed balance in 30 days, climb the OGAI grievance ladder (operator → OGAI → MeitY) and run the consumer-helpline route in parallel.

That is the whole guide in five lines. The rest of this page is the detail behind each line, plus the scam warnings, the tax math, and the legal reality you need so you don’t waste days chasing a refund right that does not exist. For the cross-app version of this recovery — covering any discontinued RMG app, not just A23 — start at the refund and dispute recovery hub, which is the parent page this guide sits under.

The fake-customer-care scam: the warning that comes first

Before any contact step, internalise this, because it is the single most expensive mistake A23 users are making in 2026. When a popular app discontinues its cash games and tens of thousands of users suddenly need to withdraw stuck money, scammers flood search results and social media with fake “A23 customer care numbers.” They know you are anxious about your balance, and they weaponise that.

Here is how the scam runs, step by step, so you recognise it instantly:

• You search “a23 customer care number” or “a23 rummy withdrawal helpline” and a result, a YouTube comment, a Telegram channel, or a “complaints” site shows a phone number that looks official.
• You call it. A polite “executive” confirms your stuck balance and offers to “release” it fast.
• They ask you to share an OTP, install a screen-sharing app (AnyDesk, TeamViewer, QuickSupport), enter your UPI PIN “to verify the account,” or make a small “verification deposit” to “unlock” the withdrawal.
• Any of those hands them control. They drain your bank account or capture your UPI credentials, and the stuck A23 balance you were worried about becomes the least of your losses.

Four hard rules that defeat every version of this scam:

1. No legitimate support ever needs your OTP or UPI PIN. Not to verify, not to release a payout, not for any reason. A UPI PIN authorises money leaving your account — there is no honest reason support would ask for it. If anyone asks, it is a scam, full stop.
2. No legitimate withdrawal requires a deposit. “Deposit ₹X to release your ₹Y withdrawal” is the clearest theft pattern there is, and after PROGA a new deposit into a money game is also illegal. Stop immediately.
3. Never install a screen-sharing app at a caller’s request. Screen-share + your live banking app = your account in a stranger’s hands. Real A23 support does not need to see your screen.
4. Most legal Indian RMG apps have no public phone helpline at all and route support in-app or by email. So a “24×7 toll-free A23 helpline” promoted on a random site is a red flag by default, not a convenience.

If you have already shared an OTP, a PIN, or screen access, treat it as a live fraud: call your bank’s fraud line to freeze the account, change your UPI PIN, and report to the cybercrime helpline 1930 and cybercrime.gov.in the same day — the first 1 hour after a financial scam is when a freeze is most likely to recover funds. You can also flag a fraudulent payment entity on RBI’s Sachet portal. The deeper, channel-by-channel version of spotting fake support and reaching the real desk lives on the customer-care escalation guide; use it alongside this page if a number you found “feels” official but you can’t trace it to a23.com.

The one-line test for any “A23 care number”: did you get it from a23.com itself? If not, assume it is a scam, and route your problem through the official in-app help and email instead. A number’s professional voice, hold music, or “official” script proves nothing — those are cheap to fake. The source is the only thing that matters.

The real A23 channels (what to actually use)

So if the numbers off Google are poison, where do you go? A23 routes genuine support through a small set of official channels. Use these, and only these.

In-app help and the web help centre

The primary, safest route is inside the app or on the official site. A23 surfaces help through its app’s support section and through a23.com itself, including the dedicated Contact Us page and the KYC / Know Your Customer page. Because you reach these by navigating from the official domain or the installed app — not by dialling a number a stranger posted — they cannot be spoofed the way a phone number can. For a wind-down withdrawal, the in-app withdrawal/help flow is where you start: it ties your request to your verified account automatically.

The official support email

A23’s published support contact is the email [email protected], listed on its own Contact Us page. This is the channel to use for a written, traceable record — which is exactly what you want for a stuck balance, because email creates a timestamped paper trail an in-app chat does not. When you email, include your registered mobile number, the amount stuck, the date of your withdrawal request, and your KYC status, and ask for a ticket reference in writing. Keep that reference; it starts the clock for any later grievance escalation.

The grievance route

Beyond ordinary support, Indian platforms are required to publish a grievance officer contact for formal complaints. A23’s terms route grievances through a dedicated grievance channel (commonly [email protected] in its published policies). The grievance route is the rung you use when ordinary support hasn’t resolved a clean, owed payout — it is the formal “I am escalating” step that feeds the OGAI grievance ladder described later. Treat ordinary support email as Day 1 and the grievance officer as the next rung, not your opening move.

What I am deliberately not giving you

You will notice this guide does not print a “call this number now” phone line. That is on purpose. A phone number is the single easiest channel to spoof, and the wind-down period is exactly when fake “A23 helplines” proliferate. The safe, verifiable channels are the in-app help, the official site, and the email/grievance routes you reach from a23.com — so those are what this page sends you to. If you genuinely need a phone contact, get it from the official Contact Us page yourself, on the live domain, and never from a third-party “customer care” result.

Channel priority in one line: in-app help first (it’s tied to your account and unspoofable), official support email second (for a paper trail), grievance officer third (to formally escalate), and a phone number only if you read it off a23.com yourself. Anything from a search result, a comment, or a “complaints” site is presumed hostile.

How an A23 wind-down withdrawal actually works

Now the mechanics. A23 has kept withdrawals open during the wind-down, but the payout still passes through the same gates every legal RMG payout did. Naming the gate your money is stuck at tells you the fix.

Gate 1 — KYC and PAN verification

A23 cannot release cash to an un-verified account. This is anti-money-laundering law, not the app being difficult. To withdraw, you need:

• PAN card — mandatory, because A23 must report 30% TDS against your PAN.
• Aadhaar or another government ID — for identity and address verification, handled through A23’s KYC page.
• A bank account or UPI ID in your own name that matches the name on your KYC and PAN.

The single most common silent reason a wind-down payout stalls is a name mismatch: your bank or UPI handle reads “RAHUL K” while your PAN reads “Rahul Kumar,” and A23’s verification can’t auto-match, so it parks the payout for manual review. Before you request anything, open your KYC status and confirm three names agree exactly — PAN, bank account holder, and the name on file at A23. Fixing this one thing up front prevents the most frequent stall. If your account was never fully KYC’d because you only ever played small amounts, the wind-down withdrawal is the moment that wall hits — complete KYC first, then request.

Gate 2 — The withdrawal request, limits, and tiers

When you place the withdrawal, A23 checks it against its own rules. A23’s published redeem policy runs two withdrawal types with tiered, Ace-Level-dependent limits:

• Instant withdrawal — usually credited instantly, with per-request limits reported in the range ₹10,000–₹30,000 and roughly 15–30 requests per month depending on your loyalty tier.
• Standard withdrawal — processed after 24 hours from the request, with per-request limits in the range ₹25,000–₹50,000 and around 30 requests per month by tier.

For a wind-down, the practical effect is: a large stuck balance may need to be withdrawn in several requests under the per-request cap, across days, rather than in one click. If your balance is, say, ₹80,000 and your tier’s instant cap is ₹30,000, plan on multiple requests. A withdrawal that “won’t submit” around a round number is usually you hitting a per-request or monthly cap, not a fault — split it under the limit and continue the next cycle.

Gate 3 — Fairplay / risk review

A23’s policy notes that withdrawals can be held for fairplay checks even on the instant tier. New patterns, unusually large pulls, or accounts flagged for review get routed to a manual check before release — that is where “pending for a few hours” comes from during the wind-down. A fairplay hold looks like a delay from the outside; the tell is a support reply mentioning “verification,” “review,” or “fairplay.” Wait the stated window, then ask support in writing to confirm it’s a routine review and to give a timeline, and keep the ticket ID.

Gate 4 — Settlement on the payment rail

Once approved, the payout is handed to the bank/aggregator and travels over UPI or IMPS/bank transfer to your account. UPI is near-instant when it works. But the rail has its own failure modes — a beneficiary bank that’s down, a UPI handle that no longer resolves (you changed banks, closed the linked account), a daily UPI limit on your receiving account — and when settlement fails after A23 has already debited its side, you land in the “debited but not credited” state. That state has the strongest consumer protection in the whole chain, and it’s worth understanding precisely, because it is where your rail rights kick in.

When the money leaves but never lands: your rail rights

Here is the piece most “recover your A23 money” pages skip. “UPI is instant” is true only for the successful path. The failure path runs on bank reconciliation cycles, which is why a failed payout can sit in limbo for a day before it bounces back. And those cycles are governed by a hard RBI rule that is independent of PROGA and independent of A23’s wind-down — it is your money-rail right, and it survives the gaming ban entirely.

When an A23 payout is initiated, money is debited at the sending side and a credit instruction goes to your bank. If your bank doesn’t confirm the credit (it was down, the handle didn’t resolve, a timeout), the transaction sits in a deemed-failed state. It does not reverse the instant the screen says “failed.” The banks reconcile these in cycles, and the governing rule is RBI’s Harmonisation of Turn Around Time (TAT) circular.

Per RBI Circular DPSS.CO.PD No.629/02.01.014/2019-20, dated 20 September 2019, the binding numbers are:

• Account-to-account UPI where you were debited but not credited: the transaction must be auto-reversed by T+1 (the day after the transaction). If it isn’t, the bank owes you ₹100 per day of delay beyond T+1, credited automatically — you don’t have to ask.
• UPI to a merchant where confirmation failed: the auto-reversal window is up to T+5 before the same ₹100/day compensation kicks in.

So if your A23 payout shows “failed” and the money left the wallet, the system is already obligated to put it back, usually within one working day, automatically. This is why the correct first move on a debited-but-not-credited payout is to note the UTR, wait through T+1, then dispute — not panic on hour one.

The mechanism that processes these disputes is NPCI’s Unified Dispute and Issue Resolution (UDIR) system, surfaced at the NPCI UPI Help portal. UDIR can auto-convert an unresolved complaint into a chargeback once the prescribed TAT lapses. NPCI’s stated UDIR resolution window is 3–5 working days, and there’s an NPCI UPI complaint line at 1800-120-1740. The ₹100/day compensation applies to system/technical failures, not to your mistakes like sending to a wrong handle — but a stuck app-to-you payout is a system path, so it’s covered.

The practical takeaway for A23 recovery: a failed payout is the best stuck state to be in, because the refund is rule-mandated and largely automatic. A “success / paid” payout that never arrived is worse — there the money supposedly went somewhere, so you need the UTR to prove it didn’t reach you. And a balance still sitting in A23’s wallet (not yet on the rail) is a gaming-app problem you escalate through A23 and the OGAI ladder, not your bank. The cross-app deep-dive on getting balance out of a shut-down operator is on the recover-balance-from-shutdown-app guide.

Finding your UTR and raising a UDIR dispute

You cannot trace or dispute a “paid but not received” A23 payout without the UTR (also shown as a 12-digit reference or RRN). The catch: every UPI app labels it differently. Here is where to look and how to raise the in-app complaint that feeds NPCI’s UDIR, for the four apps most A23 users will have received the payout into.

PhonePe

• Find the UTR: open History → tap the transaction → the reference is shown as “UPI Reference No.” (12 digits). It’s also in the bank SMS and your statement.
• Raise the complaint: on that transaction’s detail screen, tap Help / Contact Support → choose “money debited but not received” / “payment failed” → submit. PhonePe routes it to your bank and into the NPCI dispute flow.

Google Pay

• Find the UTR: tap the transaction in your activity list → scroll to details → it appears as “Bank Reference ID” / “UPI transaction ID” (12 digits).
• Raise the complaint: on the transaction screen, tap the support option → select the failed/not-received issue → raise dispute. It’s forwarded to your bank through the same UDIR mechanism.

Paytm

• Find the UTR: open Balance & History / Passbook → tap UPI & Bank Transfer → open the transaction → the reference shows as “UPI Ref No.”
• Raise the complaint: on that transaction, tap Help & Support at the bottom → pick the dispute reason → submit. Use the per-transaction help path, not the generic app menu.

BHIM

• Find the UTR: open Transaction History → tap the transaction → it’s labelled “Transaction ID.”
• Raise the complaint: open the problem transaction → tap “Raise Concern” → file the complaint.

The UTR is the same 12-digit number whether it’s called UPI Reference No., Bank Reference ID, UPI Ref No. or Transaction ID — it’s the single thread tying your debit to a missing credit. Capture it on Day 0, because once a “failed” transaction ages out of the app’s quick view, digging it back out is far harder, and your bank cannot trace a credit you can’t name. If the in-app route stalls, go straight to the NPCI UPI Help portal “Dispute Redressal” page or call 1800-120-1740.

”I got less than I withdrew”: the A23 tax reality

A large share of “A23 cheated me” complaints are actually tax, correctly deducted. If your wind-down payout arrived but was smaller than your winnings, read this before disputing anything.

30% TDS on net winnings (Section 194BA)

Since 1 April 2023, every legal online-gaming operator in India must deduct TDS at 30% on your net winnings, with no minimum threshold — the old ₹10,000 floor is gone. This is Section 194BA of the Income-tax Act, introduced by the Finance Act 2023, with the computation set out in Rule 133 and the CBDT Circular No. 5/2023 dated 22 May 2023. A23 deducts this on net winnings the same way every Indian RMG operator does.

“Net winnings” is not “every win.” Per Rule 133, the financial-year formula is:

Net winnings = (A + D) − (B + C) where A = total withdrawn during the year, D = closing wallet balance at 31 March, B = total non-taxable deposits during the year, C = opening wallet balance at 1 April. Non-withdrawable bonuses are excluded.

So A23 taxes the amount you actually came out ahead, not every rupee that crossed a table. The 30% is reported against your PAN, which is exactly why PAN-KYC is mandatory before you can withdraw — and why a PAN mismatch stalls a wind-down payout.

A worked example for a recovery

Make it concrete. Assume one account, no opening balance, a clean year, and a stuck balance you’re now recovering:

• You deposited ₹10,000 over the year (this is B).
• Your withdrawable balance grew to ₹25,000.
• In the wind-down you withdraw ₹25,000 (this is A).
• Opening C = ₹0, closing D = ₹0 (you cash it all out).

Net winnings = (25,000 + 0) − (10,000 + 0) = ₹15,000. TDS at 30% on ₹15,000 = ₹4,500. A23 pays out ₹25,000 − ₹4,500 = ₹20,500 to your bank and remits ₹4,500 against your PAN. Your bank shows ₹20,500 arriving; the “missing” ₹4,500 sits in Form 26AS / AIS and is creditable when you file your return — you are not simply losing it. If your shortfall matches a 30% cut on net winnings, stand down — that’s TDS, not theft, and disputing it wastes the days you’d need for a real problem.

The net-loser case

Now the player who lost on the year:

• You deposited ₹10,000 (B).
• You won some, lost more, and withdraw ₹6,000 total during the year (A).
• Opening C = ₹0, closing D = ₹0.

Net winnings = (6,000 + 0) − (10,000 + 0) = −₹4,000. Net winnings are negative, so there is no TDS — you didn’t come out ahead, so there’s nothing to tax. A23 should pay your ₹6,000 in full. A negative figure cannot be used to claw back TDS already deducted on an earlier withdrawal in the same year (you adjust that in your ITR), and if you hold multiple accounts on the same operator, A23 must consolidate them before computing net winnings.

GST on deposits (why this no longer applies going forward)

Separately, since 1 October 2023, online money gaming attracted 28% GST on the full value of deposits under CBIC notifications dated 29 September 2023. That was a deposit-side tax, so it never reduced a withdrawal. For a 2026 wind-down it’s mostly historical: you should not be depositing at all (it’s now illegal), so the only tax that touches your recovery payout is the 30% TDS on net winnings.

The tax bottom line in two numbers: 30% comes off your net winnings on the way out (Section 194BA, no threshold), and the old 28% GST sat on deposits on the way in (irrelevant now that deposits are banned). Neither is A23 stealing from you. From 1 April 2026, the 194BA provision is consolidated under Section 393(3) of the new Income-tax Act, 2025, but the 30% on net winnings, no threshold substance carries over.

The legal reality: there is no statutory 180-day refund

This is the section to read slowly, because it is where most 2026 content misleads you, and where you’ll waste the most time if you believe the wrong thing.

What the draft Rules said — and what the final Rules actually say

When PROGA’s Rules were in draft, they floated a provision that would have given users a platform-refund window of 180 days — a statutory right to demand your money back from a discontinued operator within that period. A lot of “recover your gaming money” pages were written off that draft and still claim you have a 180-day statutory refund right. You do not. That provision was dropped from the final notified Rules 2026. There is no statutory refund clock in the law as enacted.

Believing in a phantom 180-day right is actively harmful in two ways. First, it makes people wait — “I have 180 days, no rush” — when the real risk is an operator under financial strain (recall HDW’s stake was written to zero) where sooner is strictly safer. Second, it makes people demand a remedy that doesn’t exist, which gets them ignored, instead of using the three remedies that do exist.

What you actually have: three real levers

Your A23 recovery rests on three things, none of which is a statutory refund window:

1. The operator’s voluntary wind-down withdrawal flow. A23 has chosen to keep withdrawals open and is urging users to pull their balance. This is the fastest, cleanest lever — use it first. It exists because the operator decided to wind down responsibly, and because banks and intermediaries kept processing withdrawals so users could recover existing balances, not because a statute forces a refund.
2. Existing consumer, contract, and RBI/NPCI rail law. Your bank/UPI rail rights (the T+1 auto-reversal and ₹100/day rule) are untouched by PROGA. Consumer-protection law against service deficiency, and ordinary contract law on a balance the operator agreed to hold, also still apply. These are general-purpose rights that predate and survive the gaming ban.
3. The OGAI grievance ladder. PROGA’s Rules build a structured grievance path you can climb if the operator stalls — detailed in the next section. This is the gaming-specific escalation that replaced the draft refund window.

The constitutional caveat

PROGA’s blanket ban is under constitutional challenge, with HDW among the petitioners and the Supreme Court hearing arguments that the Act intrudes on states’ power over “betting and gambling.” Until that’s resolved, treat the central ban as the operative rule for new money-gaming, and treat your recovery as a wind-down: never re-deposit (it’s illegal today regardless of how the challenge ends), and pull your existing balance out now.

The legal reality in one line: stop looking for a 180-day statutory refund — it was dropped from the final Rules and does not exist. Your money comes back through A23’s voluntary withdrawal flow, your bank/NPCI rail rights, and the OGAI grievance ladder — three real levers, used in that order.

The OGAI grievance ladder (operator → OGAI → MeitY)

If A23’s ordinary support and grievance routes don’t resolve a clean, owed balance, the Rules 2026 give you a structured appeal path through the Online Gaming Authority of India (OGAI) — a new body constituted as an attached office of MeitY, headquartered in Delhi. Here is the ladder, with the timelines that come from the notified Rules 2026 framework.

Rung 1 — The operator’s own grievance redressal

First, the complaint goes to the service provider — A23 itself — through its grievance channel. Lodge your complaint with the operator and give it the chance to resolve. The Rules contemplate the operator addressing grievances at this first tier, and a clean, KYC-complete, owed balance is exactly the kind of complaint that should be resolved here. Keep your ticket reference and dates; they start the clock.

Rung 2 — Appeal to OGAI within 30 days

If the complaint is unresolved or you’re dissatisfied with the operator’s outcome, you may appeal directly to OGAI within 30 days. The Authority is required to dispose of the appeal within a further 30 days. Note one structural detail: the draft Rules had proposed a Grievance Appellate Committee as a buffer layer before OGAI, but the final Rules removed it — you go straight to OGAI. This is the gaming-specific escalation that exists instead of the dropped refund window.

Rung 3 — Second appeal to the Secretary, MeitY

If you’re still aggrieved after OGAI, a second appeal lies before the Appellate Authority — the Secretary, MeitY — who is similarly required to dispose of appeals within 30 days as far as possible. This is the top of the gaming-specific ladder.

Run the rail and consumer routes in parallel

The OGAI ladder addresses the operator’s conduct. If your loss is on the payment rail (money debited, never credited), run that dispute through your bank → NPCI UDIR → RBI Ombudsman in parallel — it’s a separate track with its own teeth (the ₹100/day rule, free RB-IOS redress after 30 days). And for a straightforward service deficiency — an operator refusing to return a clearly-owed, clean balance — the National Consumer Helpline 1915 route applies too. You are allowed to push on more than one door at once, and for a stuck A23 balance you generally should.

The grievance ladder in one line: A23 grievance → OGAI within 30 days → Secretary, MeitY, each rung with a ~30-day clock, run in parallel with your bank/NPCI rail dispute and the consumer helpline 1915 for any service-deficiency angle. There is no refund-window shortcut that skips this ladder.

The Day-0-to-30 escalation timeline for A23

Putting it together, here is the clock for an A23 wind-down recovery. Don’t skip rungs (you’ll waste days) and don’t jump to OGAI on Day 1 (you’ll be bounced back to the operator).

Day 0 — Freeze the evidence and request the withdrawal

• Confirm KYC and name match (PAN = bank = A23 on-file) before anything else. This prevents the most common stall.
• Place the withdrawal request for your full eligible balance, in multiple requests if it exceeds your per-request cap.
• Screenshot everything: the balance, the request, the status screen, the timestamp.
• Capture the UTR the moment one appears. No UTR = you can’t trace a “paid” payout later.
• Do not start a second account, do not deposit “to unlock,” and never share an OTP or UPI PIN with anyone who “calls to help.”

Day 1–3 — Official support email + wait the stated window

• Email [email protected] with the amount, timestamp, UTR, and KYC status; get a ticket reference.
• If it’s an instant withdrawal, it should land fast; a standard one is processed after 24 hours, so you’re still inside the window. Be firm but patient.
• If a fairplay hold is mentioned, ask in writing for a routine-review confirmation and a timeline.

Day 4–7 — Open the payment-side dispute (if the rail failed)

• If money left the rail but never landed, open your UPI app’s “raise complaint / dispute” on that transaction (per-app paths above). This feeds NPCI UDIR.
• Or call your bank and lodge a failed-transaction complaint with the UTR; ask explicitly for the ₹100/day compensation if you’re past T+1.
• NPCI’s stated UDIR resolution window is 3–5 working days.

Day 8–15 — Formal grievance + final notice

• Escalate to A23’s grievance officer in writing, referencing your earlier ticket, the amount, and the days elapsed.
• Send a final-notice email: restate the facts and state you’ll escalate to OGAI, the RBI Ombudsman (for any rail failure), and the National Consumer Helpline. A clear, dated final notice often unsticks a payout because it signals you know the process.

Day 16–30 and beyond — OGAI, RBI Ombudsman, consumer forum

• If A23 hasn’t resolved a clean, owed balance, appeal to OGAI within 30 days of the operator’s grievance outcome (or non-response).
• For any payment-rail failure unresolved after 30 days by the regulated entity (your bank / PSP), file free with the RBI Integrated Ombudsman Scheme 2021 at cms.rbi.org.in.
• Run the National Consumer Helpline 1915 in parallel for the operator’s service deficiency.
• If you suspect fraud — a fake “A23 care number,” a phishing call, an OTP scam — report immediately to the cybercrime helpline 1930 and cybercrime.gov.in.

Honest limit of this timeline: the bank/NPCI/RBI route is powerful against a payment-rail failure, because banks and PSPs are RBI-regulated. The OGAI ladder and consumer route address the operator’s conduct. A23 is a licensed, identifiable Indian operator that has chosen to keep withdrawals open — which is the best possible footing for recovery. Your job is to give it a clean, KYC-complete request and a documented escalation trail, not to chase a refund right that the law never granted.

Copy-paste templates for A23 recovery

Fill in the bracketed parts. Keep every message factual, dated, and ID-stamped — emotion doesn’t move a payout, a UTR and a clean record do.

Template A — In-app / support-email request (Day 0–3)

Subject: Withdrawal of balance under wind-down — request + ticket

I am requesting withdrawal of my full eligible balance of ₹[AMOUNT]
(Deposit + Winning Account) under the discontinuation of cash games.
Registered mobile: [NUMBER]
UPI ID / bank used: [HANDLE / A/C]
KYC status: completed (PAN + Aadhaar verified; name matches bank)
Withdrawal request placed on: [DATE, TIME]
Status shown in app: [STATUS]
UTR / reference (if shown): [UTR]
Please confirm the payout status and the UTR, process within your
stated window, and share a complaint/ticket ID for this request.

Template B — Grievance-officer escalation (Day 8–15)

Subject: [Ticket ID] Withdrawal of ₹[AMOUNT] not credited — grievance

To: Grievance Officer

I raised ticket [TICKET ID] on [DATE] for a wind-down withdrawal of
₹[AMOUNT] that has not been credited to [UPI/bank]. It has now been
[N] days, past your stated processing window.

- Amount: ₹[AMOUNT]
- Requested: [DATE, TIME]
- Status in app: [STATUS]
- UTR / reference: [UTR]
- Registered number: [NUMBER]
- KYC: completed (PAN matches bank account name)

Please credit the payout or provide the UTR and a written reason for
the delay within 48 hours. If unresolved, I will appeal to the OGAI
within 30 days, escalate any payment-rail failure to my bank's UPI
dispute process, NPCI UDIR and the RBI Ombudsman (RB-IOS 2021), and
file with the National Consumer Helpline (1915).

Template C — Bank / UPI failed-transaction dispute (Day 4–7)

Subject: Failed UPI credit — UTR [UTR] — request refund + TAT compensation

A UPI transaction was debited but not credited to my account.
- UTR / reference (RRN): [UTR]
- Amount: ₹[AMOUNT]
- Date/time: [DATE, TIME]
- My account / UPI ID: [A/C or HANDLE]

Per RBI circular DPSS.CO.PD No.629/02.01.014/2019-20 (20 Sep 2019),
a debited-but-not-credited transaction must be auto-reversed by T+1,
with ₹100/day compensation for delay beyond T+1. It has now been
[N] days. Please reverse the amount and credit the applicable
compensation, and share the complaint reference number.

Template D — National Consumer Helpline (parallel, service deficiency)

To: National Consumer Helpline (1915 / consumerhelpline.gov.in)

Complaint: Service deficiency — gaming operator failing to release a
verified, KYC-complete wind-down withdrawal.

- Operator / app: A23 (Head Digital Works Pvt Ltd)
- Registered mobile: [NUMBER]
- Withdrawal amount owed: ₹[AMOUNT]
- Requested on: [DATE]; in-app ticket [TICKET ID] raised [DATE]
- Operator's status / response: [STATUS / no response after N days]
- KYC: completed; PAN matches bank account name
Relief sought: release of ₹[AMOUNT] to my registered account, and a
written reason for the delay.

Use Template D in parallel with the bank/RBI route when the failure is on the operator’s side (it’s holding an approved, owed balance) rather than on the rail — the consumer-helpline angle reaches the operator’s service obligation, while the RBI route reaches the payment rail.

Grievance contact reference block

Keep this handy; it’s the whole escalation map in one place. Use the door that matches your problem type.

Order of doors, in one line: A23 (in-app → email → grievance) → OGAI for the operator track, and bank → NPCI → RBI Ombudsman for the rail track, with consumer helpline 1915 in parallel and cybercrime 1930 the instant fraud is involved.

Is your A23 problem a delay, a tax cut, or a scam?

Sorting your case into the right bucket is most of the fix, because each escalates differently. Match your symptom.

”My A23 withdrawal is pending / processing”

This is a gaming-app problem at Gate 2 or 3 — a per-request cap, a standard-tier 24-hour window, or a fairplay hold. Wait the stated window, then raise an in-app ticket and email [email protected]. Do not escalate to OGAI or your bank yet — the money hasn’t failed on the rail, it’s queued at A23.

”A23 says paid / success but nothing reached my bank”

Get the UTR from A23 and ask your bank to trace it. If the bank has no record of a credit against that UTR, you have proof the money didn’t reach you — open a UPI dispute (NPCI UDIR). This is the type where the UTR is everything.

”It failed but the money left somewhere”

This is the T+1 auto-reversal case under the RBI circular — the most protected state. Note the UTR, wait through T+1, then raise a UPI dispute and claim ₹100/day if you’re past T+1.

”I got less than I withdrew”

Almost always TDS — 30% on net winnings under Section 194BA. Not theft, not a dispute. Check A23’s TDS statement; the cut appears against your PAN in Form 26AS / AIS and is creditable at filing.

”A23 says KYC failed / account restricted”

A verification problem at Gate 1. Resubmit clean KYC matching your bank name exactly. If the account is frozen for “investigation,” demand a written reason and a timeline through the grievance route.

”Someone called offering to release my A23 balance”

A scam, almost certainly. Real A23 support does not cold-call you, never needs your OTP or UPI PIN, and never asks for a “verification deposit.” Hang up, and if you shared anything, report to 1930 immediately.

The triage in one line: pending/KYC/limit = A23’s problem (escalate to A23, then OGAI); paid-not-received / failed-debited = rail problem (escalate to your bank, NPCI, then RBI); less-than-withdrawn = tax (not a problem); a caller offering help = a scam (report it).

Why “switch to another app” is not the answer

There is no “faster app” that fixes a stuck A23 payout, and after PROGA, moving to another online money-gaming service is not a legal option in India — the ban covers all of them, skill or chance. The major operators that ran cash rummy and poker — RummyCircle, Junglee Rummy, A23, PokerBaazi, Adda52 — all suspended cash play in the same late-2025 window. So the instinct to “just play somewhere that pays” has nowhere legal to go.

What actually recovers money is the official chain, used in order, with your paper trail intact:

• A23 first, through in-app help and [email protected], because the operator has kept withdrawals open and wants you to pull your balance.
• Your bank for any UPI/IMPS debit that wasn’t credited — the T+1 auto-reversal and ₹100/day rule are your strongest, fastest leverage.
• NPCI UDIR for the specific UTR through your UPI app or NPCI UPI Help.
• OGAI, then the RBI Ombudsman (for rail failures) and National Consumer Helpline 1915, if it isn’t resolved — with cybercrime 1930 the instant fraud appears.

And the rule that protects you across all of it: never deposit again. Post-PROGA, a new deposit into a money game is illegal, and “deposit to unlock your withdrawal” is the oldest theft pattern there is. The cross-app version of this whole recovery — applicable to any shut-down RMG app — is the recover-balance-from-shutdown-app guide, and the contact-side deep-dive is the customer-care escalation guide.

Step-by-step: placing the wind-down withdrawal safely

Here is the actual sequence to recover your A23 balance, written so a first-time, anxious user can follow it without a single risky move. Do these in order.

1. Open the official app or a23.com directly — type the address or use your installed app icon. Do not arrive via a link in an SMS, a “results” page, or a Telegram channel; spoofed look-alike domains are a real risk during a wind-down.

2. Check your KYC status first, on A23’s KYC page or the in-app verification section. Confirm three names match exactly: your PAN, your bank account holder name, and the name on file at A23. A mismatch here is the number-one silent stall — fixing it now saves you a week later.

3. Read the withdrawable figure, not the headline wallet total. The withdrawal screen shows what you can actually pull (Deposit + Winning balance); the gap to your headline number is usually locked bonus credit that was never withdrawable.

4. Place the withdrawal request for the eligible amount. If it exceeds your tier’s per-request cap (instant ~₹10,000–₹30,000; standard ~₹25,000–₹50,000), split it into multiple requests across the allowed cycle rather than forcing one oversized request that silently fails.

5. Screenshot every screen — the balance before, the request confirmation, the status, and the timestamp. Date-stamped screenshots are your evidence if you ever escalate.

6. Capture the UTR / reference the instant one appears, and note which bank/UPI account it targeted. Without the UTR you cannot trace a “paid but not received” payout later.

7. Wait the tier window — instant should be quick (allow for a fairplay check), standard is processed after 24 hours. Only after the window passes do you email [email protected] with the amount, timestamp, UTR and KYC status, and ask for a ticket reference.

8. If it failed on the rail (debited, never credited), do not re-request blindly — note the UTR, wait through T+1, and open the bank/UPI dispute. Re-requesting on top of a rail failure just muddies which transaction is which.

Three things you never do during any of this: never share an OTP or UPI PIN with a “support” caller, never deposit anything “to unlock” the withdrawal (illegal now and a pure scam), and never install a screen-sharing app at anyone’s request. None of those is ever part of a legitimate A23 withdrawal.

The safe-withdrawal sequence in one line: open A23 directly → confirm KYC name match → read the withdrawable figure → request (split if over the cap) → screenshot + capture the UTR → wait the tier window → email support with the reference. No OTP, no PIN, no deposit, no screen-share — ever.

The Deposit Account vs Winning Account split, in detail

Because A23’s wind-down instruction names two specific pots — the Deposit Account and the Winning Account — it pays to understand exactly how they behave, since they recover on different terms and a mix-up here causes a lot of the confusion.

Your Deposit Account holds money you added yourself and never converted into table play that you lost. Recovering it is the cleanest case: it is your own capital coming back, so there is no TDS on a pure deposit return — tax only touches net winnings. If your stuck balance is mostly unplayed deposit, you should see close to the full figure land (minus only any rail rounding), and a 30% cut on what is clearly a deposit return is worth querying with support, not accepting silently. Be precise about whether the balance was genuinely never played, though, because once money has moved through the winnings pot, the year-end net-winnings formula governs it, not the deposit label.

Your Winning Account holds money you won at cash tables. This is the taxable pot, and it is the one A23’s verification scrutinises hardest on the way out — large or unusual winnings pulls are exactly what trigger a fairplay review. On this pot, the 30% Section 194BA TDS on net winnings applies, computed across the financial year by the Rule 133 formula already covered. So a Winning-Account recovery of ₹15,000 of net winnings lands as roughly ₹10,500 after the ₹4,500 TDS, with that ₹4,500 traceable against your PAN in your AIS.

A third category, bonus / promotional credit, is the one that generates false “A23 won’t pay me” complaints. Welcome offers, referral credit, and loyalty rewards typically carry play-through conditions and are not directly withdrawable — A23’s wind-down instruction specifically names the Deposit and Winning accounts, not bonus credit. If your headline wallet shows ₹5,000 but the withdrawal screen only lets you pull ₹3,000, the ₹2,000 gap is almost always locked bonus, and that is a terms matter, not a stuck-payout bug. Read the withdrawable figure, not the headline total, and recover what is genuinely yours.

The account split in one line: Deposit Account = your money back, no TDS; Winning Account = taxable, 30% on net winnings; bonus credit = usually not withdrawable. A23 told you to withdraw the first two as of 23 August 2025 — those are what you recover, and the per-account behaviour above tells you what number to expect.

Does your state change anything for A23 recovery?

A reasonable question, because Indian RMG was historically a patchwork of state rules. The honest answer for 2026 is: for getting your money out, your state mostly no longer matters, but it’s worth knowing why.

For two decades, RMG legality turned on a skill-versus-chance distinction — rummy and fantasy were defended as skill (legal in most states), while pure-chance games were treated as gambling (banned). A few states went further: Telangana and Andhra Pradesh imposed blanket prohibitions on all staked games including skill games, Tamil Nadu layered player-protection limits onto a chance-game ban, and Nagaland and Sikkim ran their own licensing regimes. So historically, an A23 user in Telangana or Andhra Pradesh might have been blocked from cash play entirely.

PROGA 2025 collapsed that distinction for online money games: the Act prohibits all of them centrally, skill or not, claiming overriding authority over conflicting state law. The practical effect for recovery: the cash product is gone nationwide, so a balance recovery should flow regardless of which state you’re in — and if A23 ever cited your state as a reason to refuse returning an existing balance, that’s a service-deficiency and payment matter to escalate (consumer helpline + bank dispute), not a gaming dispute you’d lose. The constitutional challenge HDW is part of contests exactly this central override, arguing betting and gambling sit on the State List — but until that’s resolved, the central ban is the operative rule, and your recovery rests on the levers in this guide, not on your state’s old skill-game stance.

State angle in one line: pre-PROGA your state could block cash play (strictest in Telangana and Andhra Pradesh); post-PROGA the cash product is centrally banned everywhere, so a balance recovery should flow regardless of state — and any state-based refusal to return your existing balance is a consumer/payment escalation, not a gaming one.

What recovery realistically looks like, week by week

To set expectations honestly, here is the realistic shape of an A23 recovery, assuming a clean, KYC-complete account and a balance within normal limits. These are planning estimates from the published tiers and rail rules, not a guarantee.

In the first 24–48 hours, a clean instant-tier withdrawal within your per-request cap should land — often within minutes, sometimes after a short fairplay check. A standard-tier request is processed after 24 hours by design, so allow a full day before treating it as late. If your stuck balance exceeds one request’s cap, plan to spread it across several requests over several days, staying under the per-request and monthly limits.

Across days 1–7, if a request stalls past its tier window, your levers are the support email (Day 1–3) and, for any rail failure where money left but didn’t land, the bank/NPCI dispute (Day 4–7) with the T+1 reversal and ₹100/day rule behind you. Most clean recoveries resolve inside this window.

If you’re still stuck at week two, you move to the grievance officer and a documented final notice, and you prepare the OGAI appeal (available within 30 days of the operator’s grievance outcome). Past 30 days without resolution from a regulated entity, the RBI Ombudsman opens for any rail failure, free of charge. The honest summary: a clean, KYC-complete A23 balance within limits should come back in days, not months — the multi-week ladder is the safety net for the minority of cases that stall, not the expected path. The thing that most often turns a days-long recovery into a weeks-long one is a KYC name mismatch caught late, which is why Day 0 starts with checking that PAN, bank, and A23-on-file names all agree.

Related fixes (go deeper on your exact case)

This page is the A23-specific extension of the recovery cluster. For the broader case behind your symptom, these go step-by-step:

• General refund / dispute recovery → refund and dispute recovery hub — the parent page for recovering money from any discontinued or disputing operator.
• Reaching the real support desk / dodging fake numbers → customer-care escalation — channel-by-channel, with the scam-number teardown.
• Getting balance out of any shut-down app → recover balance from a shutdown app — the cross-operator wind-down playbook.
• A different card-app’s payout mechanics → 3 Patti withdrawal — the withdrawal-hub for Teen Patti / 3 Patti payouts, KYC gates, and rail disputes.

FAQ

1. Is A23 (Ace2Three) still operating in 2026? The company exists, but its cash rummy and poker are discontinued under PROGA 2025. A23’s parent, Head Digital Works, laid off about 500 staff after the ban and is a lead petitioner challenging PROGA in the Supreme Court. Withdrawals remain open so you can recover your existing balance; no new games or deposits are allowed.

2. How do I withdraw my A23 balance after the cash-games ban? A23 urges you to withdraw your full balance (Deposit + Winning Account) held as of 23 August 2025. Complete PAN/KYC, ensure your bank name matches your PAN, then place the withdrawal request in the app. Large balances may need several requests under the per-request cap (instant ~₹10,000–₹30,000; standard ~₹25,000–₹50,000 by tier). Expect 30% TDS on net winnings.

3. What is the real A23 customer care contact? Use the in-app help or the official support email [email protected] (listed on a23.com’s Contact Us page), and the grievance channel in A23’s terms for formal escalation. Do not call a “customer care number” from a search result, comment, or “complaints” site — those are overwhelmingly scams. Most legal RMG apps route support in-app or by email, not via a public helpline.

4. Are the “A23 customer care numbers” on Google safe to call? Frequently not. During a wind-down, scammers post fake “A23 helpline numbers” to phish your OTP and UPI PIN. Real A23 support never needs your OTP or PIN and never asks for a “verification deposit.” Only trust a number you read off a23.com yourself; report fakes to the cybercrime helpline 1930 and cybercrime.gov.in.

5. Do I have a statutory 180-day right to a refund from A23? No. The PROGA draft Rules floated a 180-day platform-refund window, but it was dropped from the final notified Rules 2026. There is no statutory refund clock. Recovery runs on A23’s voluntary withdrawal flow, your consumer/contract/RBI rail rights, and the OGAI grievance ladder — not on a 180-day right.

6. How long does an A23 withdrawal take? A23 offers an instant tier (often credited immediately, subject to fairplay checks) and a standard tier processed after 24 hours from request. If money is debited but not credited on the rail, RBI’s TAT circular requires auto-reversal by T+1, after which you’re owed ₹100 per day.

7. Why did I receive less than I withdrew from A23? Almost always TDS: A23 deducts 30% on net winnings under Section 194BA, with no minimum threshold, since 1 April 2023. On a ₹25,000 withdrawal where net winnings were ₹15,000, that’s a ₹4,500 cut, reported against your PAN in Form 26AS / AIS and creditable when you file. It is not theft.

8. Do I still need KYC to withdraw from A23 during the wind-down? Yes. Every legal Indian RMG operator requires PAN + Aadhaar KYC before any cash withdrawal, because it must report 30% TDS against your PAN. A name mismatch between your bank/UPI and your PAN is the single most common silent reason a wind-down payout stalls — fix it before you request.

9. My A23 withdrawal is “pending” for days — what do I do? Treat it as delayed if it’s past the tier’s window (instant should be fast; standard is 24 hours). Raise an in-app ticket on Day 0, email [email protected] with the amount, timestamp and UTR on Day 1–3, and if it’s a failed UPI payout, open a bank/UPI dispute around Day 4–7 using the UTR per NPCI timelines.

10. My UPI payout from A23 was debited but not credited — what happens? Under RBI Circular DPSS.CO.PD No.629 (20 Sep 2019), it must be auto-reversed by T+1. If it isn’t, your bank owes you ₹100 per day of delay, credited automatically — though you should chase it if it doesn’t appear. Note the UTR on Day 0 so your bank can trace it.

11. What if A23 refuses to release a clean, owed balance? Escalate through A23’s grievance officer, then appeal to OGAI within 30 days of the operator’s outcome; OGAI must dispose of it within a further 30 days, with a second appeal to the Secretary, MeitY. Run the National Consumer Helpline 1915 in parallel for the service deficiency. For any rail loss, use the bank/NPCI/RBI track too.

12. What is the OGAI and when do I use it? The Online Gaming Authority of India (OGAI) is a new body under MeitY created by the Rules 2026. You use it as the second rung of the grievance ladder: if A23’s own grievance response doesn’t satisfy you, appeal to OGAI within 30 days. The draft Rules’ Grievance Appellate Committee was removed, so you go directly to OGAI.

13. Can I just move my money to another rummy app instead? No. PROGA bans all online money games — skill or chance — so RummyCircle, Junglee Rummy, PokerBaazi and others all suspended cash play in the same window. There is no legal “faster app.” Recover your A23 balance through the official channels and never re-deposit anywhere, which is now illegal.

14. What is a UTR and where do I find it for an A23 payout? A UTR (Unique Transaction Reference) is the 12-digit reference for a UPI/bank transfer. PhonePe labels it “UPI Reference No.”, Google Pay “Bank Reference ID”, Paytm “UPI Ref No.”, BHIM “Transaction ID” — all the same number. You cannot trace or dispute a “paid but not received” A23 payout without it, so capture it on Day 0.

15. Is my A23 money safe given the parent company’s losses? A23’s parent Head Digital Works took heavy losses — investor Clairvest wrote its HDW stake to zero for the quarter ended 30 September 2025 — which is precisely why you should withdraw now, cleanly, through documented channels, rather than wait. The operator has kept withdrawals open and urges you to pull your balance; act on that while the flow is live, and keep your full paper trail.

Sources & method. Recovery steps, withdrawal mechanics, taxes, legality and escalation on this page are built from primary regulatory sources and A23’s own published pages — not personal payout tests. Key references: A23 / Head Digital Works wind-down and the post-PROGA reset analysis (confirming the dropped 180-day draft refund and the OGAI grievance ladder); A23 Contact Us, KYC and redeem policy pages; the Promotion and Regulation of Online Gaming Act, 2025 and its Rules effective 1 May 2026; RBI failed-transaction TAT circular DPSS.CO.PD No.629/02.01.014/2019-20 (20 Sep 2019); RBI Integrated Ombudsman Scheme 2021 and cms.rbi.org.in; NPCI and NPCI UPI Help / UDIR; CBDT Section 194BA, Rule 133 and Circular No. 5/2023 at incometaxindia.gov.in; CBIC 28% GST notifications at cbic-gst.gov.in; cybercrime reporting at cybercrime.gov.in / helpline 1930 and the RBI Sachet portal; National Consumer Helpline 1915. This page is information, not legal or financial advice — verify each step against A23’s current Terms and your bank’s UPI dispute policy.