Because the staff is very small and not very knowledgeable.
The solution to this is to employ more knowledgeable staff. If money is a problem, maybe stop paying people to spam the forum with signature ads and use the money saved to pay for competent support staff. There's little point advertising the site when it isn't ready to handle increased traffic yet. New people will visit, be disappointed by all the broken stuff and lack of support, and not stick around. Better to focus on fixing things first, and then bringing in players later.
A good company would do these things. Betcoin has not done these things. That's why all of these people have so many problems with them.
If you wanted to get the full "player" experience, you should try visiting the site and submitting issues to them under an anonymous name that has no clout. It's even worse than what you are experiencing.