Yea, I agree with you.. the blatant aggressive attitude against you, to try and prevent you to turn to social media for assistance, are unacceptable, if they are not to be blamed. They should have been more professional in this regard and done proper research and still be professional in their comments. (You do not go into attack mode and threaten customers, when you have to support them)

We should also understand that casinos have to deal with a lot of scammers and people trying to "cheat" the system, so they might be irritated with some customers, when they are pushing too hard. (Give them enough time to deal with your issues, before you turn to social media platforms)