i think you should focus on build a proper chat because people that are newbie and want to learn how the site work, may find useful to talk and ask to someone, the first step for the success is to improve the support over everything else, first
I think the problem is that 1xbit has joined chat with 1xbet. After I had problem with my account, I wrote to livechat of 1xbit and they gave me this email
security-en@1xbet.com. After having 5-10 emails with them, where they said that my account number is not registered with them I realized what is the problem. It would be great if 1xbit can separate live chats. Also my account is still frozen and I cannot access my money.