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...The most important thing for them is that they have so called customer support available that worth 1/10 of what they had to pay if they were to hire in their own country.
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 don't see what the OP is experiencing is a problem because of the bet but he questions the technical problems that occur, and it is impossible to employ gamblers as customer support when what is experienced is a technical problem.
I agree with what Synchronice said, some gambling sites only employ people in developing countries (remote work) who are only responsible for answering every customer complaint, because it is impossible for gambling owners and developers to answer customer complaints one by one every day so they are looking for remote workers who will only be responsible for answering and listening to customers' chatter.
The knowledge they get for the gambling sites that employ them is of course not extensive so they are often confused about what to answer and can only answer later we will follow up.