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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?
They don't know much about anything, and they are working for some salary, which is simple, but it's hard to understand how someone hired them. I heard that support agents work for 300-400 dollars a month, which is certainly a little... the casino saves money by hiring an agency to do it for them. And when the salary is low, unskilled people are employed, as always.
Even though they may have knowledge about gambling, maybe they have some difficult interpreting and comprehending texts, what is really common nowadays, especially on the internet as social skills are poor and decreasing due to the excessive adoption of abbreviations and slangs to communicate each other. English language can be also a barrier on many international virtual casinos, difficulting the clear and efficient communication between support and customer.