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                    Chat ID 9524927 at 2026-06-22 00:28:31
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[2026-06-22 00:28:31] [Live Support] https://chat.heapsofwinsplay.com/file/downloadfile/648804/73671a57b32ec58f6ca4c57e9c800ba3

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Welcome to Heaps O Wins live chat support! How can I assist you today?
[2026-06-22 00:28:31] [4bs0kz5x7g] I am checking in on an issue I had on Friday, Miles had escalated it to the financial team. Has there been any updates?
[2026-06-22 00:28:44] [Gina Green] Hi there 🤍! Welcome to the lucky lounge! Gina here! How are you?
[2026-06-22 00:28:55] [Gina Green] Allow me a moment to review your account. 😊
[2026-06-22 00:29:16] [4bs0kz5x7g] Chat ID 9510044
[2026-06-22 00:29:46] [Gina Green] Im checking
[2026-06-22 00:31:27] [Gina Green] Thanks for waiting
[2026-06-22 00:31:33] [Gina Green] This is still under review
[2026-06-22 00:31:44] [Gina Green] You will receive an update about it
[2026-06-22 00:31:57] [4bs0kz5x7g] Not a problem. Do you have a possible eta on when I can r🤩🤣
[2026-06-22 00:32:08] [4bs0kz5x7g] Expect* sorry a response
[2026-06-22 00:32:20] [Gina Green] I see your withdrawal was denied and you played down the balance
[2026-06-22 00:32:30] [Gina Green] Is that what you were referring to?
[2026-06-22 00:33:20] [4bs0kz5x7g] Yes, but since the withdraw was denied, because the wagering was not cleared, although it showed my balance as withdrawable and allowed me to request the  withdraw after removing the excess funds from my balance
[2026-06-22 00:33:31] [Gina Green] I’m extremely sorry for any inconvenience this might have caused Nickolas 😔
[2026-06-22 00:34:05] [4bs0kz5x7g] I have screenshots of the transactions, the manager coupon reversal removing the excess funds, the withdraw being requested and denied as well.
[2026-06-22 00:34:11] [Gina Green] Do you have a screenshot of it Nickolas ?
[2026-06-22 00:34:47] [4bs0kz5x7g] One moment I have a lot to screenshots
[2026-06-22 00:34:49] [Gina Green] Okay
[2026-06-22 00:34:54] [4bs0kz5x7g] https://chat.heapsofwinsplay.com/file/downloadfile/651647/02642c2b9735e4c492837ae26b6470c1/(vhash)/bc353e94c290eb35aed5850671e97d5fab747dbb/(vts)/1782114209
[2026-06-22 00:34:57] [4bs0kz5x7g] Ignore that
[2026-06-22 00:35:03] [Gina Green] No worries
[2026-06-22 00:35:33] [4bs0kz5x7g] https://chat.heapsofwinsplay.com/file/downloadfile/651648/579544bacd07dfa8da60c4a5ffc12820/(vhash)/04d5762df3f9763e1e28156bbb74e1f291136427/(vts)/1782114209
[2026-06-22 00:35:58] [Gina Green] I see that
[2026-06-22 00:36:02] [Gina Green] What you experienced is known as the coupon reversal mechanic. In simple terms, the bonus you received had a maximum cashout limit of $100.
[2026-06-22 00:36:03] [Gina Green] After you completed the required playthrough, the system automatically converted your bonus funds into a regular balance of $100, without any restrictions, in line with the promotion’s terms.
[2026-06-22 00:36:04] [Gina Green] After that, I see you continued playing which is what brought your balance down.
[2026-06-22 00:36:22] [4bs0kz5x7g] No, I requested the withdraw and it was denied.
[2026-06-22 00:36:56] [4bs0kz5x7g] Because apparently there were still wagering requirements and when I had brought it to support, they wouldn't acknowledge it, and told me to play it.
[2026-06-22 00:37:14] [4bs0kz5x7g] My problem is, how did all of these things happen if there was still wagering?
[2026-06-22 00:37:47] [4bs0kz5x7g] Something is not adding up properly. And I'm asking for either my 100$ withdraw or the excess funds prematurely removed from my balance
[2026-06-22 00:38:00] [Gina Green] im so sorry about this Nickolas 🙁
[2026-06-22 00:38:08] [Gina Green] Indeed I see that this was escalated
[2026-06-22 00:38:18] [Gina Green] Allow me a moment to see what I can do for you
[2026-06-22 00:38:32] [4bs0kz5x7g] After you completed the required playthrough, the system automatically converted your bonus funds into a regular balance of $100, without any restrictions...'*
[2026-06-22 00:38:46] [Gina Green] I see that, please bear with me 🙁
[2026-06-22 00:39:07] [4bs0kz5x7g] Is what you have sent me. Yet my withdraw was denied, due to wagering. I appreciate youre assistance e
[2026-06-22 00:39:30] [Gina Green] Im checking
[2026-06-22 00:39:33] [Gina Green] One moment
[2026-06-22 00:41:10] [Gina Green] Thanks for waiting! I really appreciate your patience Nickolas !
[2026-06-22 00:41:16] [4bs0kz5x7g] Not a problem
[2026-06-22 00:41:33] [Gina Green] The finance team are still looking into this and you should receive an update after an hour
[2026-06-22 00:41:45] [Gina Green] I apologise for the delay and the experience you have had 🙁
[2026-06-22 00:41:46] [4bs0kz5x7g] I appreciate it, thank you Gina.
[2026-06-22 00:41:54] [Gina Green] Rest assured, we will sort this out for you!
[2026-06-22 00:41:59] [4bs0kz5x7g] Not your fault, and I do appreciate you looking into this for me.
[2026-06-22 00:42:07] [Gina Green] Appreciate you for understanding!
[2026-06-22 00:42:28] [4bs0kz5x7g] Of course. I'll be looking forward to the response. Thanks again, and have a wonderful night 😊
[2026-06-22 00:42:36] [Gina Green] You're welcome!
[2026-06-22 00:42:43] [Gina Green] You have a great night too!
[2026-06-22 00:42:55] [Gina Green] Is there anything else I can help you with?😊
[2026-06-22 00:43:17] [4bs0kz5x7g] Not at the moment. Thanks for your help 🙂
[2026-06-22 00:43:22] [Gina Green] No worries!
[2026-06-22 00:43:23] [Gina Green] Before you head off, I’d really be grateful if you could rate our chat and reply to the small survey by clicking on 'Provide Feedback' — 5 is the highest! Thank you so much for chatting with me! 😊