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You are referring to Liquid Club Casino, right?
That is operated by Elite Club Management / Luminar, which also operates Frontroom Casino. Both use the Chartwell software.
Anyways, they did basically the same thing to me thru Frontroom Casino.
I have been a customer at Frontroom since November, and received a 100GBP Christmas Bonus offer via email (the Frontroom bonus is open to current customers, wheras the Liquid Club bonus seems to be a sign-up offer). The Frontroom Terms and Conditions were exactly the same as its sign-up offer (copy and pasted), which was cashable. The only exception was the wagering requirements (10X versus 25X).
To make a long story short, I deposited for the bonus, played various games, lost a bunch, but figured that was ok because the bonus would make up for some of it.
When I completed the wagering requirement and found out it was a "Playable Bonus" rather than cash, I called customer service and emailed them too.
They told me basically the same thing: not cashable, they are having problems, they cannot veer from the bonus terms (which there are apparently some secret terms).
All bets come from your own funds first. So you have to lose all your own money before getting at the bonus chips. Even then, it is not clear if you can play with the Playable Bonus chips (my chips are "Held", or locked, now).
They have not bothered to change the bonus terms on the website despite being aware of how misleading they are for almost a week now.
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