250€ pending withdrawal not accepted

Hi, had an account at Heypoker and had a balance of € 361 in total. By Mistake I self exclude for 7 days. I sent my documents and asked all my balance , but Heypoker only gave me back my initial deposit and they knew that I asked all my balance . With this I contacted them and they admitted they gave me the wrong information but yet they dont want to give back all my balance . I hope Askgamblers helps me.It was them mistake and not mine, Heypoker that gave me wrong information and they have admitted the error but again they do not want to return my winnings amount.