This is the first time I see a casino's personal representative asking customer not to contact customer support!
If customers contact you, it's because they are having problems and need your help. "Seemless withdrawals"! as far I can see from the messages on the chat box, users are still complaining about issues related to their deposits not being credited and withdrawals not being processed.
A company often has different support lines that support each other and work together to bring as best customer care as possible to their customers.
Lines of customer support can be chat bots, support email and direct chats with customer support staffs. Inside a company, there are different support lines too and they even have escalation supports with different internal contact points.
I agree with you that when a customer goes to a direct line, hot line for support request, it's more possibly because chat bot, email support did not help that user to solve his problems.