live dealer table took my real balance before bonus balance and now withdraw blocked.

Happened to me too. Played some blackjack, thought I'd get to use up my bonus balance but it started eating into my real money first. I hit the wager goal but now I'm stuck because I can't withdraw, it says I've got bonus balance left to clear even though my cash was supposed to be protected. It's so confusing, and customer service just keeps quoting terms at me. Is this a normal thing with live tables or did I miss some tiny print somewhere? Anyone manage to sort this or get their balance fixed?