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                    Chat ID 9526290 at 2026-06-22 06:46:20
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[2026-06-22 06:46:20] [Live Support] https://chat.heapsofwinsplay.com/file/downloadfile/648804/73671a57b32ec58f6ca4c57e9c800ba3

🌌 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 06:46:20] [4bs0kz5x7g] 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 $100, without any restrictions, in line with the promotion’s terms.
[2026-06-22 00:36:04] [Gina Green] After that, I see you continued playing which is what brought
[2026-06-22 06:46:33] [Alexander Radcliffe] Hello 🙂 Alexander here, and I don't just answer questions, I make sure you walk away feeling like you won the day. So tell me, how are you doing?
[2026-06-22 06:46:50] [4bs0kz5x7g] they wouldn't acknowledge it, and told me to play it.
[2026-06-22 00:37:14] [4bs0kz5x7g] My problem is, how did all of these things happen if there was still wagering?
[2026-06-22 00:37:47] [4bs0kz5x7g] Something is not adding up properly. And I'm asking for either my 100$ 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
[2026-06-22 06:47:13] [4bs0kz5x7g] 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 06:47:27] [4bs0kz5x7g] So...what's the issue here?
[2026-06-22 06:47:53] [Alexander Radcliffe] Please allow me a few minutes of your time I am going to check that for you🙂
[2026-06-22 06:49:20] [Alexander Radcliffe] It looks like the finance team will get back to you tomorrow regarding this issue as currently they are not working at the moment 🙁
[2026-06-22 06:49:50] [4bs0kz5x7g] But they were 6 hours ago, when I was told I'd have a response
[2026-06-22 06:50:17] [4bs0kz5x7g] They were actively working 6 hours ago when Gina checked the account and explicitly told me the finance team was looking into the glitch and I'd have an update in an hour.
[2026-06-22 06:50:27] [4bs0kz5x7g] So did finance look at Gina's confirmation that my playthrough completed, realize the system automated a coupon reversal, and decide to ghost me until their shift ended?
[2026-06-22 06:50:37] [4bs0kz5x7g] I don't need a finance agent to push a button right this second, Alexander. I need you as the live support agent to log into my ticket right now, attach File 1000003041.png, copy-paste Gina's exact words from 00:36:03 confirming my balance had no restrictions, and flag this for immediate approval the second they walk in. Can you look at that transcript and tell me with a straight face that my playthrough wasn't validated by your own system on Wednesday?
[2026-06-22 06:51:37] [4bs0kz5x7g] https://chat.heapsofwinsplay.com/file/downloadfile/651783/93c4106297bb7f72eabb43e4bff6c26d/(vhash)/5452b28f9f637e6a81182321e84cae9ca306f815/(vts)/1782138698
[2026-06-22 06:52:09] [Alexander Radcliffe] I completely understand but I cannot do that from my end I am limited to what I can do on the system
[2026-06-22 06:52:12] [Alexander Radcliffe] 🙁
[2026-06-22 06:52:14] [4bs0kz5x7g] See where it says "coupon reversal requested"? Then it shows the reversal approved
[2026-06-22 06:52:59] [4bs0kz5x7g] You can see it right there on your screen. The coupon reversal was requested and approved. The system only does that when a playthrough is completely finished.
[2026-06-22 06:53:13] [4bs0kz5x7g] I know you can't manually push the money to my Bitcoin wallet from your console. But what you can do right now is update the supervisor notes on my account.
[2026-06-22 06:53:26] [4bs0kz5x7g] Write down exactly what you see: that File 1000003041.png proves the system approved the reversal on Wednesday, that Gina Green confirmed the playthrough was met with no restrictions at 00:36:03 today, and that this requires an immediate payout approval tomorrow morning
[2026-06-22 06:53:43] [4bs0kz5x7g] Can you confirm that you are writing that specific note into my account file right now?
[2026-06-22 06:53:46] [Alexander Radcliffe] Sure that I can do please bear with while I am having a look at your account in the meantime
[2026-06-22 06:54:34] [4bs0kz5x7g] Thank you, Alexander. Please make sure the note explicitly states that File 1000003041.png proves the system automated and approved the coupon reversal on Wednesday, and that Gina Green confirmed on today's transcript at 00:36:03 that the playthrough had cleared with 'no restrictions'.
  
Let me know when that note is officially saved on my profile so I know the finance team will see the exact proof first thing in the morning.
[2026-06-22 06:54:48] [Alexander Radcliffe] I fully understand how frustrating this must be for you, and that's completely understandable given the situation.
[2026-06-22 06:55:53] [4bs0kz5x7g] Thank you for understanding.
[2026-06-22 06:55:58] [Alexander Radcliffe] I am nearly done 🙂
[2026-06-22 06:58:02] [4bs0kz5x7g] What time zone does the finance team work on? Just so I can get an estimate on when they will be in office. Id rather not come into live chat constantly, trying to get a response from them, and I'm sure you'd rather that not happen as well
[2026-06-22 06:58:28] [Alexander Radcliffe] I am going to transfer you to my supervisor Nickolas, he will take over from her 🙂
[2026-06-22 06:58:33] [Alexander Radcliffe] *here
[2026-06-22 06:58:35] [4bs0kz5x7g] Is it Egan?
[2026-06-22 06:58:44] [Alexander Radcliffe] No it is Thomas 🙂
[2026-06-22 06:59:00] [4bs0kz5x7g] Understood. Thank you.
[2026-06-22 06:59:47] [Thomas Smith] Hi Nickolas
[2026-06-22 06:59:53] [Thomas Smith] My apologies
[2026-06-22 06:59:54] [4bs0kz5x7g] Hello Thomas. Alexander transferred me to you because we were looking directly at the transaction ledger in File 1000003041.png.
[2026-06-22 07:00:22] [Thomas Smith] It seems that there was an issue with the coupon reversal method.
[2026-06-22 07:00:26] [4bs0kz5x7g] The facts are simple: On Wednesday, June 17, the system automatically requested and approved a 'Coupon Reversal Withdrawal' for $-$159.13 and generated my \$100 Bitcoin withdrawal. Earlier today at 00:36:03, agent Gina Green explicitly checked the logs and confirmed on the transcript: '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 07:00:44] [4bs0kz5x7g] Despite your own system automating this and your own agent confirming it, the finance team manually denied the withdrawal on Friday. Egan tried to claim it was a 'system glitch' and offered a restricted free chip to erase the cash debt, which I rejected.
Alexander was just about to log a supervisor note detailing this proof. Since you are the supervisor, I need you to look at File 1000003041.png and Gina's statement, bypass the finance delay, and ensure this \$100 withdrawal is approved.
[2026-06-22 07:01:28] [4bs0kz5x7g] And what might that issue be, Thomas.
[2026-06-22 07:02:08] [4bs0kz5x7g] Is it the 600.90/1000 playthrough thats been the same since I requested the withdraw, and after I had played?
[2026-06-22 07:02:35] [4bs0kz5x7g] That the agent repeatedly told me was 600.90/1000 despite it?
[2026-06-22 07:02:48] [Thomas Smith] Thats correct and we do apologize for the inconvenience, the matter was escalated but unfortunately since the amount was played, as per our team, we are not able to add the remaining amount for you.
[2026-06-22 07:03:07] [Thomas Smith] I regret that I cannot tell you a more positive response
[2026-06-22 07:03:20] [Thomas Smith] There was a genuine issue with the coupon code.
[2026-06-22 07:03:27] [Thomas Smith] Where the playthrough/wagering was wrongly set
[2026-06-22 07:03:28] [4bs0kz5x7g] Then why did the coupon show that the wagering was 600, and the coupon was reversed allowing me to request a withdraw
[2026-06-22 07:03:33] [Thomas Smith] Hence why, this happened
[2026-06-22 07:03:51] [Thomas Smith] What Im willing to give you though Nickolas is a no rules bonus so that you have the best chances
[2026-06-22 07:03:55] [Thomas Smith] Or winning on your next deposit
[2026-06-22 07:03:59] [4bs0kz5x7g] Thomas, you just explicitly admitted that your backend team wrongly set the playthrough parameters on the coupon code.
[2026-06-22 07:04:02] [Thomas Smith] Its an exclusive code.
[2026-06-22 07:04:06] [4bs0kz5x7g] Absolutely not
[2026-06-22 07:04:32] [Thomas Smith] It is a genuine error, but this code was not from our team but from a 3rd party.
[2026-06-22 07:05:04] [4bs0kz5x7g] You had me deposit, and as a reward I was given a faulty chip, a denied withdraw and a massive headache, and your best solution is to try and get me to deposit againm
[2026-06-22 07:05:27] [4bs0kz5x7g] A third party doesn't control your casino's backend server, Thomas. Your system validated the code, your system tracked the wagering, and your system automated the coupon reversal that stripped away $159.13 of my balance.
[2026-06-22 07:05:42] [4bs0kz5x7g] You took my real deposit money. To tell me that my reward for depositing is a faulty system glitch, a denied cashout, a massive headache, and a pitch to give you even more money is an absolute insult.
[2026-06-22 07:05:57] [4bs0kz5x7g] If you have the authority to hand out 'exclusive no-rules deposit bonuses,' you have the authority to issue a $100 manager cash credit to make this right. Are you going to honor the $100 withdrawal your system approved, or are we done here?
[2026-06-22 07:06:02] [Thomas Smith] We apologize for the inconvenience Nickolas
[2026-06-22 07:06:22] [Thomas Smith] We are unable to assist you further on this matter i'm afraid
[2026-06-22 07:06:26] [Thomas Smith] Is there anything else I can assist you with?
[2026-06-22 07:07:03] [4bs0kz5x7g] I am filing a complaint against this site and including this chat. The audacity of this place is unbelievable.
[2026-06-22 07:07:26] [4bs0kz5x7g] You robbed me, blamed it on a system error and refused to make it right, and then tried to get me to give you more money
[2026-06-22 07:08:09] [4bs0kz5x7g] And you're allowed to stay open with practices like this? No wonder you have such a low rating on the forums.
[2026-06-22 07:08:42] [4bs0kz5x7g] I was foolish to play here despite the low scores and countless accusations against this place, and I was burned for it.
[2026-06-22 07:09:41] [4bs0kz5x7g] At least Egan tried to shush me with a chip for the balance that was taken by the system, you come in here with a "hey I know we robbed you, but give us more money" lmao
[2026-06-22 07:10:54] [4bs0kz5x7g] Unbelievable. Despite the sheer amount of evidence to show you the issues, you're still denying the facts and then to spit in my face further offer me an "exclusive" code to give you even more money.
[2026-06-22 07:11:26] [4bs0kz5x7g] You are a piece of work, Thomas. Unbelievable.
[2026-06-22 07:12:16] [Thomas Smith] I understand your frustration Nickolas, but I am giving you an honest answer that there was a mistake and we apologize for the inconvenience but we will not help on the matter
[2026-06-22 07:12:21] [Thomas Smith] I am truly sorry about this.
[2026-06-22 07:13:25] [4bs0kz5x7g] You apologized? You took my money, denied the measly little bit I managed to win and blamed it on the system malfunctioning, and actively refused to do anything to help.
[2026-06-22 07:13:31] [4bs0kz5x7g] I want my account closed.
[2026-06-22 07:13:39] [4bs0kz5x7g] I'm done with you all. Close all my accounts.
[2026-06-22 07:13:48] [4bs0kz5x7g] This is beyond ridiculous.
[2026-06-22 07:14:06] [Thomas Smith] We understand and will respect your decision to close your account.
[2026-06-22 07:14:40] [4bs0kz5x7g] You admitted there was an issue and offered no way of trying to make it right.
[2026-06-22 07:15:05] [4bs0kz5x7g] That is foul. That is deceitful
[2026-06-22 07:15:17] [Thomas Smith] I wish I could Nickolas but i'm unable to add anything at the moment.
[2026-06-22 07:15:23] [4bs0kz5x7g] You blatantly admitted the issue.
[2026-06-22 07:15:48] [4bs0kz5x7g] You blatantly admitted the system had an issue and that it wasn't my fault, and yet I'm still being punished for it.
[2026-06-22 07:16:12] [4bs0kz5x7g] Way to blame the victim, bet youre a real hit with the ladies.
[2026-06-22 07:17:15] [Thomas Smith] I am truly sorry about this situation Nickolas, if I could add something right now for you, I would but the system is not allowing me.
[2026-06-22 07:17:19] [4bs0kz5x7g] You couldn't even offer me the pity of the money that was taken in the malfunction
[2026-06-22 07:17:27] [4bs0kz5x7g] Egan offered it b
[2026-06-22 07:17:37] [4bs0kz5x7g] Why suddenly is that an issue?
[2026-06-22 07:17:49] [4bs0kz5x7g] Why are you lying to me right now Thomas?
[2026-06-22 07:18:32] [4bs0kz5x7g] Also if the system won't allow you to add anything, why did you offer me the no rules code?
[2026-06-22 07:18:54] [4bs0kz5x7g] Can't even keep it together can you?
[2026-06-22 07:18:57] [Thomas Smith] I meant in terms of free bonuses , the system will not allow me but a match bonus its different
[2026-06-22 07:19:20] [4bs0kz5x7g] Oh sure, backpedal a little harder
[2026-06-22 07:19:58] [4bs0kz5x7g] Then why was Egan offering the 159.13 earlier if the system wouldn't allow it?
[2026-06-22 07:20:21] [4bs0kz5x7g] Hmmm....doesn't quite make sense. Either Egan is full of it, or you are. ...
[2026-06-22 07:20:57] [4bs0kz5x7g] Can you explain this to me?
[2026-06-22 07:21:16] [4bs0kz5x7g] And make it make sense? Or will you try and do some more mental gymnastics?
[2026-06-22 07:21:27] [Thomas Smith] Egan escalated the issue for you but we did not receive the confirmation to add it im afraid
[2026-06-22 07:21:53] [4bs0kz5x7g] Oh sure. Whatever you got to tell yourself there, chief
[2026-06-22 07:22:11] [4bs0kz5x7g] You spent the last 10.minutes lying. To me
[2026-06-22 07:22:32] [4bs0kz5x7g] So first it was a third-party error, then the system physically wouldn't let you add a free balance, and now you're admitting the system can do it, but your team just refused to confirm it. You can't keep your stories straight for even two sentences, Thomas.
[2026-06-22 07:22:50] [4bs0kz5x7g] You and your team are completely full of it. Thank you for handing me an ironclad, text-based case of consumer fraud and contradictory lies for my dispute.
[2026-06-22 07:25:11] [4bs0kz5x7g] I've gotten you to admit there was a system malfunction, admit that you refuse to do anything or compensate me in any way, besides offering to allow me to give you more money, and contradicted yourself, and the entirety of your staff in a matter of minutes.
[2026-06-22 07:25:41] [4bs0kz5x7g] Lol oh man, what a joke.
[2026-06-22 07:26:45] [4bs0kz5x7g] Nothing left to say there, Thomas?
[2026-06-22 07:27:16] [4bs0kz5x7g] Also, isn't it not your decision as a support staff, and up to finance?
[2026-06-22 07:28:56] [Thomas Smith] The finance team have authority on the matter im afraid despite our best effort
[2026-06-22 07:29:21] [Thomas Smith] But Nickolas, please take care, we wish you well and deeply regret the current situation, if there is anything else I can assist you on the matter
[2026-06-22 07:29:22] [Thomas Smith] Let us know
[2026-06-22 07:29:25] [4bs0kz5x7g] So, you sat here and tried to flex on me, and deny me everything despite not having the authority to do so?
[2026-06-22 07:29:27] [Thomas Smith] For now, best regards.
[2026-06-22 07:29:38] [4bs0kz5x7g] Lmao!!!!
[2026-06-22 07:29:40] [4bs0kz5x7g] Wowo
[2026-06-22 07:29:42] [4bs0kz5x7g] Lol
[2026-06-22 07:29:50] [4bs0kz5x7g] Out flexed
[2026-06-22 07:29:56] [4bs0kz5x7g] Lmao
[2026-06-22 07:30:22] [4bs0kz5x7g] I needed that laugh after all of this, thank you!
[2026-06-22 07:30:59] [Thomas Smith] Have a good one, take care.