I can't agree more because it really sucks when the support isn't helping you at all which should be helping you as their job.
I've also experienced this, sometimes it's just a hit or miss there are times where i'd get in contact with a good support and then there's other supports who barely have any clue on what i'm trying to point out.
That's really what we don't like as per these casinos with their support. I hope that they have an evaluation for their supports and just after helping or did nothing to their customers concern.
I know that they have that type of rankings so that the management will see who are those effective and being liked by their customers and those that aren't really excelling into their tasks as a support.