Misleading bonus terms

over 2 weeks ago i won 300 euro on BETONACES. i had deposited 300, and when i got even, i decided to cash out.
for the past 2 weeks i have been told that players are not able to withdraw at the moment due to "technical issues". they are no closer to resolving this issue and they just claim that i and all the other players should just wait. They ignore emails and only today during the live chat i can confirm they are no closer to fixing the issues.
just to confirm : you cannot withdraw money from a BETONACES account, only put money in.

Thank you, we've as previously stated experienced technical issues with withdrawals on our site. We're currently investigating the issue and we do what we can to solve this problem as quickly as possible. I'm sorry for the long waiting times and it's of course within your rights to make a complaint if you wish to do so.

See below the chat:

technical issues mean your players cant withdraw yes?
for the last 2 weeks?
7 minutes ago
D5 minutes ago
Dan GG
Right now some players are experiencing issues with withdrawal yes, that's correct. This issue with your payment options gone missing is a technical issue we're investigating.

Dear Sir/Madam,
Im hoping you can help me with an issue im having with this casino. I have attatched screenshots of the issue, and correspondence to date with BetOnAces. I have not been able to withdraw any of my balance since the 24th January 2020, the withdrawal facility has basically disappeared from the site, you click the withdrawal button and it just says 'no methods available' please see screenshot'. I have a withdraw able balance of 1068.26 GBP just sat there and no way to withdraw it. I have been in contact with them daily and he only responses i get is that there is a technical issue with payments, or that there is a technical issue with withdrawals. That is all i have been told on a daily basis now, and like ive been trying to withdraw since 24th Jan to no avail, its now 04th Feb and still there is no withdrawal facility. They have told me this is the same for everybody and not just me, but it looks like the site is still running and taking deposits. I have asked them to manually make a withdrawal and send me my money through a Bank transfer or another method, to which i have been told no. Surely the length of time ive not been able to withdraw is a concerning matter and im hoping you can help me get to the bottom of this and get my withdrawal, their T&Cs state they will process withdrawals in a maximum of 5 days, yet i cannot even request a withdrawal for 12 and the withdrawal facility is still missing with no explanation. It does not take this long to fix a technical issue and it is not fair. Please help.

Kind regards

Scott