I really understand how you feel, but as far as I know most of the agents doesn't know their own products, nobody has trained them.
That's not how customer support is hired, well, some/most of them just have prescript for every possible question a customer might ask which was provided by the company itself, if they there's no similar on the question/answer that is being asked on the list, simply they will ask the relevant team for that case.
I have noticed that some casinos have different levels of customer agents and while engaging with them and what you are asking of is out of their jurisdictions they will quickly transfer you to the agent that is in charge of such cases, like technical issues have a separate team of agent that handles them, so understanding that also make the work easy for us and the agents themselves.
Yes, that's how customer support works for larger scale and large user base business. It's to accommodate more users for a certain issue then another for another issue, unlike if someone (or team) who handles all issue including technicals, it will take more and longer queue to accomodate another user if that happens since most technicals issue takes time to resolve.