See this is the crap I'm talking about. It's always on the player's end and NOT the casino's. The casino won't even take responsibility to investigate the problem. Just write it off as player's fault. I play the same doggone game on stakes and roobet and I never have this problem. It's only at 500.casino the whole website is slow loading. They have too many plug ins trying to load. Go load up the sportsbook it takes 15+ seconds just to get to the sportsbook when it should be damn near instant. As I said, I don't mind losing fair and square but don't put the blame on me when it's clearly the casino that is lagging in time response. They have lost a good daily player because they refuse to even look into the problem according to support agent Zen. There are just too many other decent casinos that would take the time and investigate a player's complaint instead of brushing them off.
Personally, all sites load almost in the same time on my end (always pretty slow as my internet connection is not the best), but I have had the same issue as you (I almost never use auto cash out on Crash) on several sites. It is frustating for sure but it is also not fair to really blame it on the casino. The support could maybe have explained it better but the explanation of UserU is understandable and makes sense.
I've never had this issue at stake. 500 casino has lost a customer in me. The way CS handled this issue was unprofessional and I will gladly go elsewhere where I'm able to get decent help.