If it was true, I wouldn't argue neither requesting everything. But it isn't true.

Ask them to make a call with a language where the customer is main language, or allow her to use google translator etc.
And ask normal things, the things that the person needs to know while using the website:
how to deposit
how to play
how to withdraw
what were the deposit methods used
how long I have been with my account closed
what was last game played?

even they could reopen the account and ask me to play the usual games... now asking for vip program? cashback schedules? is it a requirement to know about how that works? those aren't basic things.
My winnings came from my deposits and my plays, not any bonus, I don't know how does it works as I never used it.