There are some people who lie about their resume, and as someone who tried being a customer support, the company should at least see to it that their agents are learning about what product/service they offer before sending them out to close tickets or read and copy/paste scripts. This is some oversight on the part of the casino for hiring agents that do not have the willingness to learn something about the platform. I guess this is why most casino platforms fail on the customer department - they don't hire the right people.