I think that's in order, not having to spill the details of a customer on the forum as that would be an infringement on the customers privacy rights. Like I noticed from the uploaded links to a picture regarding his issues. One that accuses Coinplay of email relativism and voiding of his account. Still, the email was covered and I think that's that's sort of detail the representative here don't wish to make public.
Else, discussing and having to answer questions on raised issues shouldn't be much of an issue.

About T&C similarities, i don't find it uncommon  for gambling companies not to have similar T&C. No matter the language or articulation, they often seem to arrive at the same goal or have same themes and even worst still, one that had to use or reference another company's software in its development.