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Cannot withdraw my winnings keeps rejecting and saying it is because of maintenance on the server and I can not get any further help from the casino

Dear crookys82,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hey Nick I'm still having no luck same reply every time my withdrawal gets knocked back which is (Server down for maintenance)

Dear crookys82,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No the withdrawal has not been successful as yet as it continues to say maintaining server and there support team is no help at all

Thank you crookys82 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, crookys82,

I am sorry to hear about your unpleasant experience and apologize for the delay. From now on, I will assist you with the case.

However, before I invite the casino representative to the thread or contact the casino regarding the matter again, I have a question for you.

I contacted the casino you submitted your complaint with but was informed that they cannot find any account according to the ID/email you provided upon submitting the complaint. Also, their live chat representative was named a bit differently compared to your screenshot above ("OnePlay" and not "1Play").

Although the casino logo looked to be the correct casino, can you please send me the link of the casino/website where you registered and played so we are sure that we are trying to contact the correct casino?

Thank you.

Dear crookys82,

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, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, we will need the requested information/details.

Best regards,

Branislav, Casino.Guru