There is still a long path ahead before it becomes mainstream, if you want my opinion.
Also, since not everyone have the time or the coding skills/education to verify for themselves a smart contract, someone may argue there is also a factor of whether one is willing to trust or not whoever has written the contract; not even mentioning the challenge when comes to reliable oracles, so those bets can settle in a truly decentralized way.

Anyways, obviously OP has a very lackluster experience, specially because those in customer support did not even realize initially there were dealing with the same address of deposit, one can expect a little bit of everything in this industry, it seems.