Situation Resolved. Got Paid In Full.
Heritage just completed a payout for $6555 to pay off my balance in full. This is a return to the form I have come to expect in my experience with them the past 10-15 years. The payment was in response to a dispute (detailed at the bottom) over the amount of rollover I owed which had dragged on too long. Was that situation a series of honest mistakes on their part or something less innocent? I couldn't say for sure. At this point, I don't really care. The rollover in dispute was spread out over a few years, so maybe they didn't look back far enough or were referencing more modern rollover requirements.
Original Complaint:
A few years ago, I deposited $5000 and I opted to take the 10% deposit bonus. I opted to take that 10% bonus because the rollover for such a small bonus at the time was not that large. I don't remember what that rollover was exactly, but I remember clearing such 10% bonuses fairly easy a few times before, even on $5000 deposits. At any rate, rollover was 5x absolute highest. My wagering volume dipped after the deposit, but I chipped away at it over time. In November of 2025, I asked for a rollover update. Don't quote me on this, but I vaguely remember maybe $6,000 to $8,000 in wagers yet to go. On 4/8/2026, after a number of wagers, I asked for another rollover check. I was told I was at $26871/$55130. Since this figure made no sense, I checked my previous messages for the previous rollover figure. The messages I wrote were still all there, but all the responses had been inexplicably replaced with nothing more than "This message has been closed." For the next 3 messages, I ask to have the responses to my previous tickets restored. I get told IT will look into it, but after 11 days - nothing. Instead, Heritage doubles down that my rollover was $26871/$55130. I remind support that the typical 10x rollover they currently impose for 100% welcome and 50% reload bonuses does not apply to the 10% bonus I took a few years ago. Heritage responds and changes the rollover to $27565 (5x). Since I had fulfilled $30871 by this point, I requested a payout and detailed the situation in the message so that Heritage would not make another mistake. The payout was cancelled saying only that rollover was incomplete. I contacted support. They now tried to claim I had only completed $20,371 of my rollover. I corrected them and warned I would go to Trustpilot. Support said I made no wagers since my previous message the day before so my completed wagers must still be $20,371. This is where I was when I made my original complaint.