That’s very odd. How could these casinos grow their customers if the customer support itself is not worth of the customer’s time. Probably, the owner or the management of the casino has oriented them before they start their job, but since they are poor in English or any foreign language wherein customers often use, then they can’t tell or even understand the problem from the start. Well, that’s really bad for their business. However, if I am the owner of a casino, I will make sure that those people involved in customer supports are also regular gamblers so that they can easily relate to the problems asked by the customers or players.
I bet customer supports have supervisor who is more qualified and probably this person has to take care of
hard tasks. For simple chit-chat, these customer supports are probably enough and their 90% of customers don't have serious problems, plus these companies are really saving a lot.
For example, in Germany, company has to pay minimum 12 Euro per hour pre tax and at the same time if person gets cold or has some medical issues, the company has still to pay him/her the salary. Is that profitable? No. So, easy solution is to hire people overseas. In poor countries, they probably pay 4 euro per hour, sometimes make them work overtime and probably don't have to worry about their sickness and insurance. And these people who receive low salaries are happy too because in their country that's a good salary and probably one of the best available option for them.