Sadly some contact agents lack the basic information about some technical terms and info on certain thing that is why few of them tend to give out misleading informant about questions on those things, so the best thin to do is that, when an agent failed to give you the correct information, you are free to do your own extra findings most especially, when it comes to issue's that borders on games restrictions and regional regulatory requirements this belong to the legal team of the casinos.
You're right, I've also encountered something similar on other crypto gambling platforms which can sometimes be confusing and baffling. It seems their agents need more training on these kinds of issues to avoid confusion. This is why the confirmation from their representative in this ANN thread here in the forum is what can provide clarity.
It's disappointing but we have to understand that these restrictions are beyond the control of online casinos. The only thing we can hope for now is that these providers expand availability to more regions.