Look at all the other big ones, I don't want to name their names but seriously there is like lets say 10 websites that are HUGE in crypto casino world, look at their topics right now, hell read the last 10 pages of all of them, you will see that they either don't have anyone that is talking with the customers or they don't have anyone at all.
When gambling sites grow up too big they also need to get enough staffs for their customer support or they will not be on that huge level for too long.I read about one of a biggest casino ever had only one staff for withdrawal process and someone won few bitcoins there had to wait for two more days since that staff is on vacation which sounds awful right.Hope mintdice will have better customer as they do now in future also.