Another ways to do such is when the casino have a chat group on their website where members could interact and share ideas with the team to making sure they derive satisfaction for the services they pay for.
Any form of interaction between members on a casino platform should be controlled and properly moderated so that the feature will not be taken advantage of by scammers and people with dubious plans, because there will always be people who tend to use for bad a feature meant for good on a platform. It is not news that scammers can use chat features from applications to get new victims and lure new victims away for their personal plans.
Your points are valid. It is a normal thing that platforms or channels always do have a good moderator or admin. Reasons being so is to maintain orderliness and transparency which is what participants of that group wants. They make sure they keep the chat group always clean.
These admins are provided just as you have highlighted, to update, protect and provide guidance and direction to members of their platforms. They stand as support to handling issues and situations as it bothers their users. Doing this could help them shield their users from scam and fake account impersonating them. In all, channels are worth having it.