It is important to keep a backup of Secret Keys. Casinos usually always remind them that it is important to save them before activating 2FA, sometimes people ignore that and don't save them in several places so that when there is a problem with the cellphone, at least they still have a backup of the secret key in another place so that they can access it. back account , yes even though the problem can actually be solved by their service support, hopefully the problem will be solved
I believe many of us made that mistake - ignoring that reminder and did not back up secret key / recovery key when we set up our 2FA for exchange account or account on site like FortuneJack. Maybe we write it down but don't know its importance and don't store that paper piece too carefully. Later when we need it for recovery, we might not be able to find that paper or need lot of time to remember where it is.
I used to work as a customer staff so I know many users don't mind to make such back up. When their phone get stolen or broken technically, they only have one choice, opening support ticket and wait.
If they have such backup, they can import the key and recovery it within a few minutes, no need to wait for customer support that surely takes a little bit time.