I am of the view that the reason that forum users or any other users of casino support complain most times is when the support that is operated by bots gives you answers to something whereas in reality, those answers become a blatant misconception and different from what it is supposed to be.
Let's get on this well, bot response are prompt, which means they will rely only base on the selection you made under the available options given to you to chose while they attend to you, mostly thinks done to reduce the traffic on getting across the customer agent, while they respond to you more accurately as according to what has been programmed on them, but in case of your selection not contained in what they provide, there will be an option of getting across to a customer service representative, which will attend live to what you may needed, but most people often give up along the way on their first approach with the bot.
Why most people give up after a dissatisfied service from those bots is the lengthy period it takes a live support agent to attend to customers. Some persons don't have that patience naturally either because of their busy schedule or the just don't find it funny refreshing their screens at intervals to see if an agent is live to attend to their complaints.
Having stand by live agents will limit all frustrations and inconveniences a gambler might face using an online casino. A live support should be active to take complaints at all times. Most casinos run shift so it becomes less stressful for their agents.
This is a determining factor for me. But I believe that what leaves people most dissatisfied is any difficulty with withdrawals/deposits. Because that is what makes all bets work. Whether the service is good or bad, I personally don't care much as long as I don't need to speak to anyone to withdraw or the deposit is valid.