Most platforms are fine until you get into trouble with something like delayed withdrawals, a deposit wasn't credited, or similar. I believe communication is the key, and providing support to the customer is important. I saw the screenshot above, which is too disappointing for a player. I would be stressed in such a situation as well. I understand that some casinos do not answer customers who troll in chat support or bother the support with the same question again and again.
Customers (gamblers in this case) are the most important asset for any gambling company. A good gambling casino should give priority to the customers and should be vocal. No matter if the gambler is at right or wrong, the casino should tell the gambler what wrong he has done. If the gambling site representative remains silent on any matter, this puts more weight on the customer's appeal, as he may be right with this argument and stance. So even it is equally important for the trusted casino to respond to the gamblers' queries and complaints.