So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.
Supports are trained to answer questions coming from gamblers They have an FAQ there and if players are not satisfied with the answer provided to their issues that's the time they will ask for chat support, You admit that you are a casino reviewer, and the question you ask of their support is not gambler related issues but platform related so that could be the reason why they cannot provide the right information, there's another support that can do that.
But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?
You are directing a question from the wrong support, One example is Namecheap, not a casino but they have categories and subcategories for your issues, You should start asking the support if they are the right support on your questions since you are a reviewer, not their players.