From experience, some support staff do not have in-depth knowledge about the project they represent. That is when such wrong advice could be given. If a casino is not accessible in a particular region, it shows that the casino isn't in agreement with the government and policies of that country. So, if the customer wants to bypass the restrictions, it should be according to their own discretion and they should take responsibility of that also.
A support staff or casino representative advice you to bypass with VPN even when the use of VPN is prohibited in their ToS is a setup.
Sometime, from support staff and other staff from other department have miscommunication which make user confuse which is right or wrong. If use follow one staff but that is wrong in other staff, that can affect for the user side. User don't know much about the rules even if it is written in their TOS.
All staff in this matter must know the TOS and don't have different perception so they can explain their user with right.