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.
Most customer Support are there to promote their casino as they are paid to do so. Nobody would want to say anything that would dent or discourage their customers from patronizing their organization another thing you should know is that customer care are just employed workers too so they can be changed at any time and if you had any chat with customer care, it might be deleted or they might tell you that the customer agent is no more with them which nullifies whatever you have already discussed with them so it would be in your best interest to read the ToS and abide by the rules to be on the safe side. You should know that the legal framework of engagement lies in the ToS so anything outside it is null and void be it a conversation with tech support or whatever. So if you are to engage with a casino, you should always go by the ToS and avoid cutting corners.