It's not so much "hard to reach support" as it is that they simply do not reply. I created a ticket in September last year that never got replied to, then created a ticket in March, and have since created multiple tickets. My initial hope was that maybe they have now (sort of) fixed their stuff and they'll just delete all their old tickets and simply work on the newer ones, as there were too many to deal with, but this is obviously not the case.
Their support started to becomes bad when their representatives here @thequin suddenly disappear while a new support takeover the role and now disappears too.
They don’t value anymore PR since they can’t fixed all the known problem while there’s new problem on the casino being reported.
They just leave it as is since user just keep coming no matter how many the problem is.
Which sucks, because older users (such as myself) wouldn't have known there were problems, continued to use the site and deposit, had they simply replied to the support ticket. They never replied to my ticket, was pretty annoyed, then went looking for other means of support and found this thread... Though, as you said, if people keep coming and they keep making money, then they won't ever care.