UNRESOLVED— player complaints: 6 in English

I am filing a formal dispute against Heaps O Wins for wrongfully denying a valid payout and confiscating my balance due to an internal backend configuration error that their own management has explicitly admitted to in writing. Timeline of Events The System Approval: I completed the wagering requirements on a deposit bonus coupon. The casino's automated platform successfully executed a "Coupon Reversal," stripped the remaining bonus funds, and converted exactly $159.13 into an unrestricted, cashable balance. Support Agent Gina explicitly confirmed this balance was entirely free of restrictions. The Cashout Denial: When I attempted to finalize a $100 withdrawal, the cashout was manually denied by the finance team. The Support Escalation: On Monday, June 22, 2026, I escalated the denial to Live Chat Supervisor Thomas. The Evidence: Admitted Failures & Shifting Lies During our conversation (referenced in full transcript "chat-9526290 (1).txt"), Supervisor Thomas completely unraveled his own defense by providing three entirely contradictory excuses in a span of twenty minutes: Admitted Backend Glitch: Thomas first openly admitted that the platform’s coupon parameters were butchered by their team, stating verbatim: "There was a genuine issue with the coupon code. Where the playthrough/wagering was wrongly set." The Predatory Pivot: Despite admitting the error was entirely the casino's fault, he refused to honor the payout. Instead, he tried to solicit another real-money deposit by offering me an "exclusive match bonus". The "Broken System" Lie: When I demanded my money instead of a deposit match, Thomas claimed his tools were frozen, stating: "the system is not allowing me [to add a free balance]". The Final Contradiction: When I reminded him that Agent Egan had successfully offered a $159.13 free chip earlier that day to cover the balance, Thomas abandoned the technical glitch excuse entirely and admitted it was a human decision, stating: "Egan escalated the issue for you but we did not receive the confirmation to add it im afraid." Conclusion & Requested Outcome Heaps O Wins is penalizing a customer for a software configuration error that they have openly confessed to in writing. They allowed their automated system to validate my play, process the coupon split, and are now pocketing my winnings to cover their own backend mistake. Because they have admitted to a system malfunction and repeatedly lied about their administrative capabilities to resolve it, I am requesting that the mediators compel Heaps O Wins to honor the $100 maximum withdrawal. I have full screenshots of the transaction ledger and the supervisor's text confessions ready to provide upon request. Disputed amount: 100AU$ Casino: Heapsofwins Case #: 4422

On July 8 2025, I had my account at Jackpota (username) locked for accessing from a blocked location. I was told to make uploads of proof of address and IP address verification, and would receive an update after 48 hours. After uploading the necessary documents, and following up numerous times, I have received no additional support and my account remains locked.

Hi. I am aware from reading others on here that this casino is black listed but I thought I would try and get some help anyway. I made a withdrawal over 1 month ago and ever since I have been unable to connect to anyone on live chat and I have sent 100's of emails to them. The only response you get is 'your cash out is under process and you will receive in 48-72 hours.    the email is automated and no one physically replies to you. 

Pokie Pop keep insisting the withdrawal I requested way back on the 21st of April was successfully processed  on the 22nd of April , yet I am still waiting for the funds to reach my bank account. four weeks later there has been no explaination as to why it's so delayed,  all of my previous withdrawals have never taken longer than three working days to show in the same bank account. Every staff member I have contacted about this has insisted the funds were sent to me on the 22nd of April without issue. The agent in the live chat I initiated on the 28th of April told me there were no issues with the money being processed and it will be reflected in my bank account within 3-5 working days. I was told by support on the 7th of May they couldn't see any issues with funds being prosessed but would escalate my case with payments team and instructed my to email the team with a bank staement dated from the 21st of April to the present day which I did within half hour of our chat. Discovered when I again initiated a chat with support in the 13th of May there was no record of the bank statement being received by them or the payments team, I uploaded statement to the support agent directly and left it with them to forward to payments team who then notified me via email that night that my withdrawal had been processed successfully and also included an ARN to give to my bank representative who would be able to use it to trace the transfer. Rang my banks international transfer dept on the 20th (yesterday) there was absolutely nothing they could find in my account that showed any trace of payment being made and no payment came up when they checked the ARN I was supplied. As you can tell I have been patient and consistent in trying to get to the bottom of this but it's now beginning to seem as though I am wasting my time as I will inevitably never see the money at this rate, I would love to have it resolved so I can enjoy my win better late than never but need help as I just attract the exact same response every time I try.  Hopefully this will help, if not I am glad to have tried my best, it's not a huge cashout I will live if it's lost forever I am sure lol Thank you and cheers for your time Asho H.

I have a pending withdrawal of 125 EUR since 2 weeks, my account is fully verified and I have made a deposit of 25 EUR. They have told me first that they have a very fast payment process 3-5 days and I will get my winning then they begin the joke with me, every day they told me something, very soon, in 24h, next Monday for sure....but no updates and it's clear that they are not serious at all. The last time they have told me in 2-3 business days ( Username: amidad014 )

Hello. I have recieved no deposit bonus 20eur. completed all requirements without breaking any of their rules. But casino blocked my account and said that i abused bonus. . I played slots, bought bonus games. I haven't breake any rule and they dont want explain. I want to solve my case. Anyway i want that other players know that dangerous casino can take all without any explains. Thank you. Casino not listed in your list, but pls check my case www.spassino.com