=============================================================================== Chat ID 9525985 at 2026-06-22 05:15:20 =============================================================================== [2026-06-22 05:15:20] [Live Support] https://chat.heapsofwinsplay.com/file/downloadfile/648804/73671a57b32ec58f6ca4c57e9c800ba3 ๐ŸŒŒ Cross the boundaries of space with Plinko Beyond. Welcome to Heaps O Wins live chat support! How can I assist you today? [2026-06-22 05:15:20] [4bs0kz5x7g] 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 05:15:29] [4bs0kz5x7g] It's been over an hour, right? [2026-06-22 05:15:41] [Egan Milner] Welcome! Iโ€™m Egan ๐Ÿ˜€ here to ensure your experience is smooth, secure, and enjoyable from start to finish. Itโ€™s great to have you with us. How are you doing today? ๐Ÿ™‚ [2026-06-22 05:15:45] [Egan Milner] Please allow me a moment to check on that! [2026-06-22 05:16:03] [4bs0kz5x7g] Almost 5 hours now. [2026-06-22 05:16:22] [4bs0kz5x7g] Don't you dare give me the generic macro and close the chat again egan [2026-06-22 05:16:31] [Egan Milner] Unfortunately, I can see that the withdrawal will be denied due to playthrough not being met, I am sorry about this Nikolas [2026-06-22 05:16:54] [4bs0kz5x7g] I have confirmation from Gina that it was cleared [2026-06-22 05:17:13] [Egan Milner] Gina simply said that she escalated [2026-06-22 05:17:18] [4bs0kz5x7g] 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 $100, without any restrictions, in line with the promotionรขโ‚ฌโ„ขs terms. [2026-06-22 05:17:19] [Egan Milner] And as you have already played the balance [2026-06-22 05:17:26] [Egan Milner] We cannot revert back anything now [2026-06-22 05:17:30] [4bs0kz5x7g] Oh that's all she said? [2026-06-22 05:17:53] [4bs0kz5x7g] either give me my 100$ wwithdraw [2026-06-22 05:18:00] [Egan Milner] And as mentioned, you have played down the balance Nikolas, there is nothing that we can do now - I am sorry for this [2026-06-22 05:18:03] [4bs0kz5x7g] Or the funds that were removed [2026-06-22 05:18:30] [4bs0kz5x7g] https://chat.heapsofwinsplay.com/file/downloadfile/651754/8af5a8f89fa32280db5bd51ef40007fa/(vhash)/e4b3cbe7cdd95d3951420ed916660835febceb2a/(vts)/1782132240 [2026-06-22 05:18:41] [4bs0kz5x7g] Tell me why this happens then Ryan [2026-06-22 05:18:46] [4bs0kz5x7g] Egan* [2026-06-22 05:19:00] [4bs0kz5x7g] And why Gina and Miles acknowledged the glitch [2026-06-22 05:19:07] [4bs0kz5x7g] I have the screenshots [2026-06-22 05:19:11] [4bs0kz5x7g] I have the chat logs [2026-06-22 05:20:07] [Egan Milner] They are simply agents Nickolas, as mentioned in the T&Cs, all final decisions are made by the finance team. And as you have already played the balance, we cannot do anything now - I can look for a free chip for you - because of all this inconvenience [2026-06-22 05:21:22] [4bs0kz5x7g] So your system took money that was excess after clearing the wagering, despite it being. Stuck at 600.90 but it wasn't cleared and the finance team is saying this is okay? [2026-06-22 05:21:38] [4bs0kz5x7g] Absolutely not. I do not want a free chip. Free chips come with more restrictions, and I am not letting you use a cheap token to wipe away a $100 cashout that I rightfully earned and your system glitched out on. [2026-06-22 05:21:48] [4bs0kz5x7g] You just admitted your 'agents' confirmed the playthrough was met. If all final decisions are made by the finance team, then leave this ticket open for the finance team and a supervisor to manually review. [2026-06-22 05:22:04] [4bs0kz5x7g] Do not close this chat, do not credit a fake chip, and pass this directly to management along with the transcripts from Miles, Gina, and Jane. I will be tracking this via the complaint I am filing on CasinoGuru and LCB today [2026-06-22 05:22:56] [4bs0kz5x7g] Would you like the chat logs as well? [2026-06-22 05:23:36] [4bs0kz5x7g] Also, aren't you just an agent as well? Who's to say you have this much authority regarding the matter? [2026-06-22 05:24:27] [Egan Milner] Again Nickloas, as per T&Cs, whenever there is a system glitch, everything is voided. However, we would have still tried to do something but the balance has been played down unfortunately, again, we cannot do much more I understand your frustration - I really do , but this is out of our hands now2 [2026-06-22 05:25:32] [4bs0kz5x7g] So you acknowledge the glitch. You acknowledge that I was told to play the balance that was already cleared, to wager the ghost balance, that was not even there, and acknowledged that I was denied [2026-06-22 05:25:44] [4bs0kz5x7g] For no real reason, and still refuse to payout? [2026-06-22 05:26:07] [Egan Milner] Not at all, please read carefully what I said. You played down the balance now, hence why there is no further investigation that will need to take place as well. [2026-06-22 05:26:26] [4bs0kz5x7g] Then return the balance that was taken from my chip. [2026-06-22 05:26:50] [4bs0kz5x7g] It was taken prematurely then if the wagering wasn't cleared. [2026-06-22 05:27:13] [4bs0kz5x7g] Or admit that youre stealing what's rightfully mine. And say hello to the forums, Egan [2026-06-22 05:28:48] [4bs0kz5x7g] I was told to play the balance to clear a wagering that was already done, and never updated past that point, despite me wagering. How is that? [2026-06-22 05:28:52] [Egan Milner] ($159.13) - I can add this as a free chip, exceptionally Nickolas - Can I proceed with that? [2026-06-22 05:29:38] [4bs0kz5x7g] Remove the 9.13 and approve it for withdraw , then yes. If not, then no [2026-06-22 05:31:02] [4bs0kz5x7g] 59.13* [2026-06-22 05:31:54] [Egan Milner] Again, this is not possible as you played down the balance. I will be honest Nickolas , this will not lead anywhere - I would recommend sending an email to support ๐Ÿ™ [2026-06-22 05:32:35] [4bs0kz5x7g] Will they actually respond? Or am I going to email them and then be stuck with you communicating between us? [2026-06-22 05:32:44] [4bs0kz5x7g] Get a manager on chat [2026-06-22 05:33:37] [Egan Milner] Manager do not take chats Nickolas - You can send and email, and yes all emails are answered [2026-06-22 05:34:18] [4bs0kz5x7g] Well I'll email them and then come right back to chat until I get an actual response from them Egan. [2026-06-22 05:34:51] [Egan Milner] That is fair, but please note, no agents would be able to do anything more right now, Nickolas [2026-06-22 05:34:52] [4bs0kz5x7g] And I'm making sure to include this chat log in the email to them. [2026-06-22 05:34:58] [Egan Milner] Sure thing [2026-06-22 05:35:05] [4bs0kz5x7g] You can ping them. [2026-06-22 05:35:10] [4bs0kz5x7g] Can you not? [2026-06-22 05:35:44] [4bs0kz5x7g] I email them, they ignore it until you ping them that I'm constantly in chat tying up the system, then they respond. Easy. [2026-06-22 05:36:47] [4bs0kz5x7g] Waiting for the email address, Egan. [2026-06-22 05:37:36] [4bs0kz5x7g] And I don't want the generic email, I want the email that will actually be read by an actual person and not sit ignored on a server that hasn't been turned on in years. [2026-06-22 05:39:11] [4bs0kz5x7g] I'm still waiting on that address, Egan. The direct escalation or corporate emailโ€”not the automated support inbox. Let's go. [2026-06-22 05:39:44] [4bs0kz5x7g] Not going to let this chat close cue to your inactivity [2026-06-22 05:40:05] [4bs0kz5x7g] Egan [2026-06-22 05:40:07] [4bs0kz5x7g] Email [2026-06-22 05:40:19] [4bs0kz5x7g] Come on now [2026-06-22 05:41:06] [4bs0kz5x7g] It's been a few minutes since your last response, so I think something might be wrong here [2026-06-22 05:41:14] [4bs0kz5x7g] ๐Ÿ™ [2026-06-22 05:41:36] [4bs0kz5x7g] What's the wagering on the 159 chip? [2026-06-22 05:41:56] [Gina Green] Sorry for the delay in response [2026-06-22 05:42:08] [Gina Green] The email address is support@heapsowin.com [2026-06-22 05:42:10] [4bs0kz5x7g] I knew that would get you to respond ๐Ÿ™‚ [2026-06-22 05:42:17] [Gina Green] Please send them an email [2026-06-22 05:42:22] [4bs0kz5x7g] No, I don't want the generic email Egan [2026-06-22 05:42:28] [4bs0kz5x7g] I want the actual email Egan [2026-06-22 05:42:37] [Gina Green] Nickolas [2026-06-22 05:42:41] [Gina Green] That is the email address [2026-06-22 05:42:48] [4bs0kz5x7g] One that will actually go to someone who will read it Egan [2026-06-22 05:42:56] [Gina Green] Exactly what I gave you [2026-06-22 05:42:57] [Gina Green] ๐Ÿ™‚ [2026-06-22 05:43:11] [4bs0kz5x7g] Lol, fine. I'll be back until they respond then ๐Ÿ™‚ [2026-06-22 05:43:22] [Gina Green] Alright! [2026-06-22 05:43:25] [Gina Green] Is there anything else I can help you with?๐Ÿ˜Š