I had worked in a casinos marketing department for a short while (think of advisor and not worker) and in that very short span of time when I was asked to check what could be better, I realized support is unlimited thing and that is why there are mistakes even if you have a billion workers, it is not about actually being good or not, it is about mistakes. Like for example, you can spend 100 bucks on support by hiring one third world guy and he can do everything perfectly and you will have a great support, or you can spend 100k by hiring 10 different students on USA, UK type nations and they will be a lot worse because they can miss something, like talk with a customer and write it down but forget to pass it along so in that case they told you that they will send you free bet but forgot about it. Long story short support is never 100% in casinos, it is very hard job and I understand these miscommunications since that time.