Haha , 😂
This is nothing new to be honest, and it's also not something peculiar to gambling casinos alone, several times I've had issues with some cryptocurrency exchanges and contacted their customer care for help, to my amusement, the customer care didnt know sh*t about what I was complaining about, the whole thing got me furious and yet, very funny at the same time, at a point , the idiot closed my ticket without my issue resolved, I had to open another again and at the end of the day, It was me who still figured out how to fix the problem my self ..

So yeah, very much agree with your last comment, focusing on casinos now, it can be really frustrating to come across an issue and then reach out to the customer care whom we thought or believe should know better and have an answer to our questions and solution to our problems, only to discover they know nothing, it's so unprofessional and can cause such casinos to lose a lot of customers, every gambling casino, and businesses out there should make sure their staff, most especially customer cares (since they are the ones closest to the customers) know every basic things about the company or business .