The team behind this casino is not just one - perhaps several or more. But every casino should have 24 hour non-stop customer service because they need to solve every customer problem. If customers who want to resolve their issues need to wait for the team to wake up - then imagine how many tickets they will need to resolve when they wake up. This kind of service may not be effective because after all this casino is always active 24 hours non-stop.
But whatever it is - give them a little time to improve and prepare things for the better. This casino may still be in the development stage which may take some time to perfect as its customers expect. If they can't solve it - then maybe their traffic won't be high.
I will agree with you and I also personally think it is best to provide non-stop service in this type of support system and I will also say that whale.io casino needs to make a good improvement in their support system.
Because there are many user complaints about their support system recently I visited their trustpilot reviews their rating is only 2.9 there and I see multiple the negative review regarding the support, I think they should provide 24/7 live support very soon and also decrease the response-time of their support team.