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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.
Obviously it's very annoying, but it's a common problem that most people seem to experience. Bots often do not provide satisfactory answers, of course they never solve the gambler's problems and here I fully support better efforts at solving customer problems. Customer service must provide maximum service to anyone who has a problem. Bots don't work well for some problems, but casinos sometimes ignore that until they get a bad reputation including losing some customers.