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Wheel of Cash
This sounds like their "Wheel of Cash". When logging on, and after some previous play, this will offer a chance to win a free chip between 10 and 500 credits. Lower values are favoured (naturally). It is possible to have more than one waiting when you log on, and they should play one after the other until the "Message of the day" displays. In order to persuade the lobby to update, it may be necessary to log out, and log in again.
These will appear as bonus chips, and then the Microgaming bonus system takes over.
When your bonus balance reaches zero, you are free to cash out.
This group is not normally associated with poor CS, although there can be occasions when their CS staff fail to appreciate the issue at hand, and supply the answer to the wrong question.
There are other groups with worse CS, yet they have retained their eCogra seals, so I doubt this was the cause of their suspension.
Clearly, this group needs to do something about these issues NOW, as the continuing information vacuum and speculation is causing them loss of business, both new and existing players. The longer this is allowed to drag on, the harder it will be for them to recover to their former glory.
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