I am writing to formally lodge a complaint regarding my withdrawal request of AUD 4,000, which I have been unsuccessfully attempting to process since february 3, 2025. Despite multiple daily attempts, my withdrawal continues to be rejected, citing "server maintenance" as the reason.

I have contacted there support team every day regarding this issue, only to receive the same generic response. Additionally, I have submitted a formal complaint through there internal process, yet my withdrawal still remains rejected. This delay is unacceptable and raises serious concerns about the fairness and reliability of there platform.

 I have met all necessary wagering requirements and am fully entitled to withdraw my winnings.  

I'm hoping you could help me with an immediate resolution to this issue.

Kind regards thomas

Dear Tommy2211,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes kyc has been confirmed, I've withdrawn 2000 from one play casino in the past, it took about 3 days to be in my account. I wasn't playing with any bonuses. Thanks for looking into this matter for me

Hi just wondering if you have had any luck resolving this issue?

Hello

Thank you for your reply, Tommy2211. Could you please advise when exactly you made the last successful withdrawal? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

If possible, please post a screenshot of your withdrawal history here in this thread.

So I recieved withdrawals on the 4th,5th january and two on the 1st of january, I'm happy to send screenshots of my bank statement showing there deposits, as for the withdrawal history it seems they dont keep a record of the withdrawals for very long. I'm trying to make the withdrawal the same way that I made the other withdrawals being paid directly into my acc

Hi is there any progress on my withdrawal

Hello

What's happening with my withdrawal

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Thank you very much, Tommy2211, for your cooperation. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Tommy2211,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about your situation.

I will now contact OnePlay Casino outside this complaint thread and let you know any new information once I receive it.

Thank you in advance for providing the information.

Ok

Thanks

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

What happens to my money then

Dear Tommy2211,

after reviewing your screenshots more carefully, we discovered, that the complaint you submitted was for a different casino. Same name different Logo and Capital letters in the name. I totally understand how easily they could get confused.

Now, I will now contact the right ONEPLAY Casino outside this complaint thread and let you know any new information once I receive it.

Ok thanks you

Any progress on this issue???

Dear Tommy2211,

unfortunately, not yet. I am still trying, but so far no cooperation from their side..

Yeah ok

I keep trying to withdraw and it's still saying maintenance server problems

That′s good Tommy, keep trying to withdraw and I will keep trying to get in touch witch the Casino.

Tommy, can you please share with me the actual website you used to log in to the casino?

Thank you Tommy2211,

I just wanted to make sure I have contacted the right casino. (I did).. and I keep trying to get some cooperation from them, so far no luck..

Dear Tommy2211,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Martina Bennett