@joniboini already stated for the response, I have some experience dealing with the Live support. They didn't even reach me back after they told me to wait for the answer within several weeks. Plus, some cases could be controversial and need third parties or moderated to evaluate the case (It's the case problem on user side or casino). If you contacted in Live-chats or customer service casino (Even the casino was wrong, they will protect the casino cause is their platform).

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BTW, it's nothings problem for bringing the case cause customer have some rights about it, and also part of customer service from casino are required attention. Not everything is always bad, just take a bright side. If "CHIPS" can solved or process every case are being opened in here doesn't mean CHIPS are a good platform ? They're responding and process the case.