It is not unusual for their to be a bit of a disconnect between support and the rest of the team. Some companies work in shifts so the support member working at the time may not be in the loop for the entire operations at the time. This is not ideal but is the case for many casinos and non casino brands too.
Yeah, a single support agent will not be able to know everything from head to toe. Support agents do have some sort of hierarchy, as well, so not everyone will have access to the same amount of information/perms. Pretty much why it's an industry standard to transfer some cases to a different department/agent who knows better which would have been a better approach in this case, on a second thought.
In any case, the takeaway is that a support agent could be wrong too thus sweetl0u's convo may not necessarily indicate the truth -- assuming the conversation actually happened and/or not taken out of context as I'm suspicious of his intentions esp after the succeeding posts. Thankfully, LM pitched in and cleared things up as he's in contact with the team.