I noticed that the contact page is not visible on the homepage you can access it if you are logged in I hope they will include it or have a link on the home page even if you are not logged in it will help the visitors to communicate if they have something to ask about the platform.
https://bitwinup.com/contact_usProbably they did it intentionally to reduce the spam. Not only Bitwinup but a lot of platforms closed the support chat for visitors only. You won't be able to contact them if you are not logged in. The reason behind it is, if a player is logged in, the support agent can see his username and emails and they don't have to ask questions to check your profile.
Just imagine you are working on support and every time a customer comes to your support chat, you have to ask their username and email. If a user is already logged in, you can see his username. So it helps drop the workload. Not sure if Bitwinup did this for the same reason. I haven't tried their live support. I didn't even need it.