Actually similar thing happened in most casino where the support agent answer something which is not the same as what written in the ToS page.
Most cases usually because the casinos use 3rd party live support which means that the support agents do not know all things but most of them usually use common senses or common thing they know based on their own experience.
The other possible case is because the live support agents (although it is internal staff), they are not well trained or they are still new as support agent.
When it comes to such verification procedure, support agent can only say an estimation because they are not the one who do the verification process.
I used to be a customer support staff and I understand work line in customer support. Human resource for customer support can be from internal source or outsource and outsourced customer support staffs will lack of many knowledge about the platform.
The company surely will have training for outsourced staffs (usually work as part time staffs), but many times outsourced staffs will have to pass users' question to internal direct line in order to get answer from internal staffs. This procedure can cause delay in response firstly, and possibly can cause bias in information used to answer users.
Difference between answer and ToS can be from lack of real time cooperation between different teams in a company, if ToS is updated recently.