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.
and before they know it, it was already too late. their patrons already gave them negative feedback, when in fact, it was the customer support who assisted him didn't know what he's doing. i believe, such situations really do happen.