What, I can tell. Chips casino probbaly use third service or someone who working remotely as support, I can see some live support chats come from PH. Since the support is coming from third parties / someone working remotely they need to ask with the team. If don't have suitable answer, they mostly ignore user chats. But that's the problem is "communication".
Third-party staffs must communicate with internal team members and there are contact points as well as internal channels between them for such conversations. Third-party staffs surely are ordered to be careful with any answer they give to users, so if they are not master the platform, ToS, and can not answer a question with accurate information, they have to wait for confirmation and guides from internal team members.
Conversation back and forth takes time but to have efficient customer support procedure, the contact line must be really lively so that there is not too much waiting time for third-party staffs and customers.