There will be an issue if the support is a third party some party supports hold at least 5 to 6 project on their shift and they have ready a script on them so if your questions is not on their script then you are not going to get the right answer, and besides some questions are that are not gambling related and about platform is not their scope, you have to ask them the admin of the casino some support are not gamblers I encounter one support where I ahve to wait for a few minutes for them to give the right answers, so don't rely on support be specific on the right support that you want to answer all your queries.
Most of the time, Support like this is only present on mediocre casino like local online casino with low budget because all the crypto casino that I play with especially Duelbits has the best support that can help you to solve the problem in both gambling and account problem.
I always encounter problem regarding claiming bonuses and the support usually fixed this with just a few minutes. Your description is the one being described by the OP, a support that just using a script is not needed at all because the casino can use the Faqs for their script. I think being knowledgeable on both gambling and the casino technicalities is really a must for support skills set.