No matter if there are alternative accounts or not, I don't like the approach this chat support is taking with the customer.
Players are paying their salary and still these "agents" reply in such a disrespectful manner, it's actually sad.
I agree with your observation. A customer worrying about their money being stuck in a casino deserves a respectful and professional response, not the kind of dismissive reply you mentioned. It’s really disrespectful, and I think it would be great if casinos had a report button for unprofessional support staff. That way, gamblers could hold support representatives accountable.
After all, while support staff carry the company’s name, they’re still human and prone to mistakes. However, those mistakes can lead to serious frustration for gamblers, so having a system to address this would definitely help.