I have been in you situation before where I was trying to explain my account issue with their casino, that live chat agent was not making any sense with his words and explanation first I thought it was an AI bot answering me. When I insisted and tried many times to explain better he asked me if I speak Hindi language.
Unfortunately most casinos doesn’t want to spend much money on their support team so they hire the cheapest ones available. What matters for them is the upfront picture of having a live chat support that works 24/7 and they don’t care if their customers are being treated well or not, The good thing here in Bitcointalk the casinos hiring experienced users and representatives that you can reach easily.