I noticed some complaints about the responsiveness of customer support on different platforms, too. I wonder what the exact cause for that because it's really frustrating if the only response we got is to be patient. What's the biggest downside when a casino reports the problem to the user? Is there a legal problem or something? I feel like this thing happens a lot, even on other platforms. Just a few days ago, I faced a similar issue on my local exchange. Fortunately, I can solve it easily, even though the support isn't helpful at all.
I think a lot of it is compartmentalized. You have different teams working on different things. They run their own investigations, and don't always share (all) information with low-level support. So even if the support wanted to, they couldn't answer all the user's questions.
Then we have the support teams themselves. Casinos won't hire and pay expensive staff to work as support agents. They handpick the cheapest individuals from countries with the lowest standards of living. You can't get the best results unless you hire the best people qualified for the job and pay them enough.