It is possible that tech support is deliberately misleading. This is all the more a factor that you should choose an alternative to this casino.
You’re absolutely right. Support might tell you something like "it’s okay," but at the end of the day, what’s written in the TOS is the only thing that will hold up in a legal forum. So, we really need to be careful. Those support agents are just employees, they can be replaced, but the rules in the TOS are usually fixed and non-negotiable.