Casino rules seems to be always complicated to understand,. And this complicated rules makes gambler to always have problems at the end of everything. It will be nice if casino can make their rules very simple.
There's to much condition of how gamblers can abuse the casino, that's why they give a complete explanation about their rules and not in brief explanation. Because when they only give a generic rules, usually there's a different perception and this would make the problem in grey area where the casino isn't actually correct and the gambler isn't actually wrong.
This is a turn off for me and I am always conscious of this kind of system where you cannot talk to a real person only bot and do not understand what you are talking about. Some bots can be very annoying trying to understand what you are talking about repeating what you have complained about without solution. A real system support his what most gamblers want to see in a casino.
Usually this kind happen on live support, you should contact them on their email, if you still receive bot replied on your mail, this mean there's no representative on that's casino.