I purchased an advance train ticket from virgin train from Manchester Piccadilly to Heathrow airport but I had to needed to travel through London Euston.

I requested for a refund of my previous ticket, got a mail from Virgin trains that I will get a refund in 5 working days. 
I purchased another ticket for London Euston route but when I didn't get a refund, I went through their app to find a way to contact them and I found out that Advance tickets are non refundable. 

 I requested for a refund and got a reply that I will be refunded instead of telling me that my ticket is non refundable. I purchased this ticket for 110 pounds and I am a tourist.

Is there anything I can do about this?![enter image description here](https://i.stack.imgur.com/JFruL.jpg)