The idea that receiving money or compensation of any kind from a company for a service provided(hi glitch) should enable a person(inherently flawed) to handle every situation presented with grace no matter what, is not an idea that is founded in human reality. 

People should never get into car accidents if they all drive correctly, thus the insurance system is unnecessary.  See? I can make up false realities as well. 

The basic theme here is that if you shit on people, they typically will not react kindly no matter the monetary compensation they receive for services.  Whether or not glitch was justified in his actions in this particular instance is not of concern as the guy has been dealing with an uncensored chatbox full of gamblers for years.  If his reaction to the above situation makes you unhappy with the service he provides,  maybe you could be much more cordial in your approach to him on a daily basis(not just when you want something).