But your question weren't asking about gambling, it's related to website which is the developer.
However it's an ironic if the customer support can't understand such simple thing, usually they will say the case will be forwarded to their developer to fix it, they did that just for convince you and make you satisfied.
I was having a bad experience with lazy customer support where they straight forward answer my question by just posting their TOS link.
I've been experiencing a hard time trying to reach a customer in some gambling online support and most of the time I receive automated emails instead of speaking to a real person. It's possible that the customer is simply lazy to respond to my messages and instead sends me a link to the TOS without any clarification. This can be quite frustrating, especially when I've been waiting for a reply for days only to receive such a response like that. It often feels like I'm dealing with a bot rather than a human.