Besides, there should be some kind of restrictions on who can access sensitive data such as users' private information.
This is true, not all of their staff can have acces to sensitive information as that's what they should have specified personnel that will be focused on protecting it.
Unfortunately, not all casinos take their users' privacy seriously. I once witne3a case where the live chat agent asked the customer to upload his documents via the chat window!
What? that's crazy. Maybe that chat support staff lacks of training at that time. But wherever we'd go with that for every customer support procedures, delicate information and documents shouldn't be asked to be posted on the live chat as there will be a lot of people that will take it. Typically, those kind of information must be sent through email or if there's a private window and chat, between the user and the live chat agent, that's how it should be. What casino was that if you don't mind?